1

Voyage Services Inc.IT People That Get ‘it’

Solution360

Comprehensive technical support

Local, onsite technical resources/support

Improved operating efficiency and scalable, flexible technology

solutions

Institute IT Management costs through easy and fixed pricing

agreement.

Provides quick diagnoses efficiently.

24/7 approachable team of professionals.

Technology should enable solutions and business growth, not be an

obstacle.

Voyage Services can help companies manage their technology

investment by removing guesswork and frustration, and replacing it

with sound, rationale services.

Voyage Services knows that a one-size-fits-all approach to technology

won’t work. That’s why we work diligently with clients to develop a

sensible, cost-effective program that addresses current technology

needs, while anticipating future demands.

Solution360 focuses on plans and services that are much needed by small businesses

Delivered by – VoyageMost advanced IT Services

SupportDesktop MobileUser PortalCustomer profile based configuration

Customer interaction managementProfile managerCase/escalation managementContact center managementMulti-site Multiple vendorsQuality Training Performance Business IntelligenceReporting

Customer lifecycle managementProduct managementLifetime revenue maximizationOpportunity analysisCross sell / upsellCampaign management Automated version - client updateCustomer relationship managementOnline reputation management

Device registration & management Activation & configurationPersistent connectionRemote software distributionMonitoring & managementAutomate key call drivers Management of various devices and OS:PC, MAC, mobile, network serverWindows, OS X, iOS, android, RIM.

DEVICE

CLOUD

Knowledgebase

Sales & Payment

Management

Learning and

Development

Voyage Network Services

4

The booming economy has powered innumerous organizations to expand and strengthen their IT infrastructure, with an

increased focus on Networks

The Strength of organizational improvement.

Our Offerings:

WLAN management

LAN management, WAN management

VoIP

IP Contact Center management

Network Operations Center

Network Consulting Services

Network Implementation Services.

Largest pool of trained on field and off field resources

Deployment, integration and operational activities

Voyage Security Management

5

Voyage ensures offering an efficient security management support structure, which involves expert support team

members who can offer on-demand assessments and solutions.

The security related issue / query could be from, but not limited to, any of the following:Current Security Status / update for all Windows Desktops

Security provisions for the setup Server – Exchange, AD, etc.

Options to secure the different internet access points. Network Operations Center

Deploying fixes for any known / discovered vulnerabilities. Network Implementation Services.

Based on the security assessment performed, look at plugging any loopholes in :

Network Devices

Desktops

Servers

Other Connected Devices on network

Customer Engagement Channel – SupportProvide support services to customers at their point of need

Phone Online Mobile Apps Desktop Apps Remote On Ground

Phone, Web Email,

Chat

Shared Resource

On Ground Support

Multiple Channel

InteractionRapid/Efficient

Support DeliveryScalability/Reporting

Knowledge Centric

Support Automation

Ticket & Escalation Management

Quality Management

Expand Support services at No

delays

Support Out-of-scope services

Predictive Analytics

Business Intelligence

Our Understanding of Customer EnvironmentIT Environment, Challenges and Requirements

Multiple

Locations

Deliver

Personalized

Services

Manage

DevicesEnsure

Compliance

Challenges and Requirements

Personalized Support Experience - User Focused SLAs & Support as compared to traditional IT support practices

Minimize IT Downtime – Immediate response and resolution, each workstation is revenue generating

Manage Costs – Hybrid Model, Cannot have dedicated IT people in every Location

Compliance - Manage hardware and software Inventory

Secure Content – High level of Security for Sensitive information

Best in Class Service Delivery Experience

Comprehensive

PCs, MAC’s,

Mobile Devices, Peripherals

Servers, Routers and Other Networking Devices

Fast

Connect in less than a Minute

Service at Point of Contact

Maintain high uptime and improve productivity

Anywhere

In Office, In Home or anywhere else in the world

Easy Access – Access to support via

Phone, Chat, Email

On Ground

Personalized

User Focused

Application Management

User Based SLAs

Compliance Management

Monitor and Manage DevicesEnvironment DiscoveryHardware and Software InventorySoftware Usage reportsFull MDM

Desktop PC/Mac

Router

Projector

Server

Tablet

Printer

Mobile

Network

Video Conference

UPS

Voyage Managed IT Services Support Model

Desktop PC/Mac

Router

Projector

Server

Tablet

Printer

Mobile

Network

Video Conference

UPS

Customer Environment

Voyage Techs

Field or Onsite Dispatch

NOC

VoyageService

Desk

11

Hybrid Support ModelOn Ground Support(Certified Resources)On Ground Engineers hired/trained & ready to deploy at Customer locations Voyage Helpdesk at Customer Location, Voyage office location On Ground Engineers available to manage & meet the required Service levels & other service requirements Remote Support(Certified Resources)Voyage Service Desk – 24 x 7 x 365Support augmentationIntegrated tools stack for easy access & escalationFocused on Issue Resolution instead of ticket Dispatch Two way escalation based on business rulesCommon SLA and Uptime Tracking for enhanced User ExperienceCustomer User / Admin Portal for real-time status500+ Service reports available (SLA Compliance, Uptime/Downtime Status, Performance, PM/CM etc.)

Voyage Managed IT Services Support Model

12

Manage, Transition & Handover PhasesPhase IPost Acceptance of LOIHelpdesk support to manage the LAN/WAN/VC & provide resolution on incidents, Escalation matrix etc.API integration with existing service delivery platform of the MSP for Ticket/SLA management etc.Telephony integration with existing MSP to provide Phone/Remote/Chat supportTake over from existing MSPReview the current deployment include standards, policies, procedures etc. and submit recommendation for performance improvementHelpdesk based on ITIL StandardsService Delivery Management/ Support Modes (Telephony (Toll-free/Toll Numbers), Remote, Email, Chat & On Ground Support)Asset inventory & reporting etc.

Voyage Solution Benefit Summary

13

Phase IIOperation & Maintenance Phase – Seamlessly managing the Customer Infrastructure without any downtimeHelpdesk & Technical ServicesNetwork and Security Management ServicesDesktop Management ServicesVendor and Asset managementAdministrative and Liaison services

Voyage Solution Benefit Summary

THANK YOU

14