Cns Full Overview 2009 Linked In (2)
- 1. A National Networking and Communications Services Company Executive Overview January 2009
- 2. Contents Company Overview Who We Are What We Do What Makes Us Different Our History Overview of Our Services Standard Services Managed Services
- 3. Who We Are A Large Enterprise Managed WAN and VoIP Provider ( Managed Services) : Best-in-class circuits, hardware, software, remote and field support – all from one vendor – to optimize clients’ WAN performance and provide VoIP services worldwide Not a carrier or VAR – technology, equipment and circuit provider neutral Our Clients’ “IT Plumber” On Call 7x24x365 ( Standard Services) : Design, deploy and support ALL types of WAN and LAN infrastructures If it’s part of a network or connected to one, we can install it or fix it if it’s broken
- 4. Our Mission Statement To profitably provide our Clients with: Practical, high quality, cost-effective network and VoIP services … Wherever and whenever needed … For reliable, enterprise-wide communications … All through a centralized source of real-time business intelligence.
- 5. Local Area Network Design and Installation Services Internet-Based VoIP POTS Replacement Service Immediate Response Field Services, Problem Resolution Services Retail Local Area Network Design and installation services Infrastructure Moves, Adds and Changes Managed WAN Services Managed Services (Service Level Guarantee) Standard Services (Lifetime Warranty) Prepaid Dispatch Repair Services Managed Maintenance Services Hosted VoIP What We Do In a Nutshell: Managed WANs, VoIP and IT Plumbing Click on an icon to go to a description of that service.
- 6. Major Market Segments LAN Integrated Technologies Networking Equipment (Router, switch, firewall, hub, modem, power protection) Voice/Video Equipment (Legacy PBX, VoIP, IP Telephony, VoFR, VoDSL, IP-based CCTV, broadband video) Server/Desktop Equipment (PC, server, network storage, printer, scanner, ATM, point-of-sale) LAN Structured Distribution Technologies Structured Premise Cabling (CAT3, 5, 5e, 5E, 6, premise fiber, coax, wall-field, cabinets, bays, demarcs) Outside Plant Cabling (Underground and aerial fiber/coax splicing, boring, trenching, terminations) Wireless Infrastructure (Wi-Fi point to point/multi-point/omni-premise and campus) WAN Telecommunications (Frame relay, DS1, xDSL, VSAT, DOCSIS Cable, Fixed Wireless, EVDO) “ Integration of Pathway and Endpoints” We service our clients' needs using a wide array of technology competencies, through our vast network of subject matter experts. 1 2 3 4 5 6 7 Physical Datalink Network Transport Session Presentation Application OSI Model Technology Expertise
- 7. Consulting, Design and Planning Network Design, Validation and Capacity Planning Telecommunications Service Availability Study Trace Audit Site Audit Integration & Prototyping Asset Inventory Deployment Onsite Installation Logistics, Staging & Configuration Circuit Provisioning & WAN Activation Document Management and Reporting Site Preparation Material, Equipment and Warranty Procurement Operations and Support (Managed Services) Field Services (Break-Fix) Customer Care Center (Help Desk) National Depot Managed WAN and Network Monitoring Maintenance & Extended Warranty Bench Repair Our services are part of a three-phase continuum: Design, Deployment and Support. We can engage in one, all or any combination for each Client. Operations Support Deployment PHASE ONE PHASE TWO PHASE THREE Operations Support Consulting, Design & Planning Deployment PHASE ONE PHASE TWO PHASE THREE Lifecycle Approach
- 8. Technology Focus Revenue by Major Market Segment Who We Do It For
- 9. What Makes Us Different In a Nutshell: Speed Accuracy Integrity What this means for our clients: “ We TRUST Contingent.”
- 10. What Gives Us SPEED Our network of thousands of Service Partners nationwide Our “Services Factory” framework around which we organize our business, managed by our ILEX software platform (6 years in development) Our 7x24x365 Dispatch Center Our fanatical focus on Continuous Speed Improvement Our “Multisite Deployment” expertise, including the ability to “pattern” services for rapid installations across thousands of sites simultaneously
- 11. Our proprietary SQL-based ILEX Enterprise Management System is our “Services Factory” ILEX: Enterprise Management System ILEX is routinely integrated to our Client’s own back office software
- 12. What SPEED Means to Our Clients Anywhere. Fast. 2 Hour or Less Response Time – Anywhere in the U.S. Global Coverage Proven Performance: 99.9% Onsite Arrivals 97% On Time or Early 95% Repairs Completed during First Visit The Bottom Line : 99.4% Customer Satisfaction (Based on Actual Surveys)
- 13. What Gives Us Accuracy Our 100% Vendor Agnostic Approach (Circuits, Equipment and Software) – Whatever is right for each client location’s needs Our ILEX Software Platform – We know where everyone and everything is at all times Our online Customer Care Center – Our clients know where everyone and everything is at all times, via a secure Web portal and integration with client back office software (as desired) Our 50,000 square foot Logistics Center – Plenty of room to stage and repair equipment properly Our fanatical focus on Continuous Accuracy Improvement
- 14. Secure Web portal containing real-time business intelligence about all work we’re doing on behalf of our clients. Online Customer Care Center
- 15. What ACCURACY Means to Our Clients Reliability. Our clients rely on us to install, monitor and maintain their mission critical communications infrastructures Our clients’ data, voice, video, remote access to shared applications and information, confidential company and customer data – are all carried reliably and securely across PCI compliant WANs The Bottom Line : 99.4% Customer Satisfaction (Worth Repeating!)
- 16. What Gives Us Integrity We “Walk the Talk”: 100% LIFETIME Workmanship Warranty – If a problem results from our workmanship, even years or decades later, we will fix it at our expense. 99% Uptime Guarantee backed by Automatic SLA Payouts – if a site is down for more than 15 minutes total during any given day, charges for that day are automatically deducted from client’s next invoice. Free Trials – We are so confident in our ability to serve our clients, we regularly give new prospects 100% free trails, just to prove we do what we say we do.
- 17. What INTEGRITY Means to Our Clients Trust. New clients continue to partner with us every week, across many different industries Their trust is reflected in our record of growth: 24+ years in business 34% CAGR in revenue Profitable every year and dept free Named to 2008 Inc. Magazine ’s “Inc.5000” list Named to Cincinnati Business Courier ’s “Fast 55” List The Bottom Line : We have never had a client leave us because of dissatisfaction with our services
- 18. Our History 1984 2000 2002 1998 Contingent management team buys services division in July and becomes an LLC registered in the state of Ohio THE LASTAR GROUP, Inc. Re-branded “ Contingent Network Services” Founded on a multi-year fiber optic deployment contract with Mead Launches Distributed Enterprise Professional Services Practice 2004 LLC Retires Debt and Launches EverWorX Managed Services Offering Although we have dramatically increased our capabilities over the last twenty years, our focus on exceeding customer expectations has never changed. 2007 Named to the Inc. Magazine Inc. 5000 Fastest Growing Privately Held Companies D&B Credit Rating 3A3 - DUNS# 11-883-8592
- 19. QM Blue Diamond – Quality Management Our Quality Management program, known as "Blue Diamond," is central to our mission to provide world class products while exceeding customer expectations. We volunteer Service Commitments with automatic financial penalties for failure Blue Diamond Core Facets Design Quality Conformance Quality Delivery Quality Budget Accuracy Quality Assurance Voluntary Commitments Total Customer Satisfaction Workmanship Quality System Availability Communication On Time Arrival
- 20. Contents Company Overview Who We Are What We Do What Makes Us Different Our History Overview of Our Services Standard Services Managed Services
- 21. Local Area Network Design and Installation Services Internet-Based VoIP POTS Replacement Service Immediate Response Field Services, Problem Resolution Services Retail Local Area Network Design and installation services Infrastructure Moves, Adds and Changes Managed WAN Services Managed Services (Service Level Guarantee) Standard Services (Lifetime Warranty) Prepaid Dispatch Repair Services Managed Maintenance Services Hosted VoIP What We Do EverWorX Overview
- 22. Optimize Your WAN Combine best-in-class circuits, hardware, software, remote and field support to optimize your network. We are not a carrier. We are a new breed of Managed WAN provider. It’s time to stop buying WAN services from carriers and start buying them from an independent provider that aggregates and works with the right carriers on your behalf. EverWorX TM Managed Network Services (Multi-Site WANs) Return to Services menu page.
- 23. How Are These Services Typically Provided Today? Carriers aggregate networks using an array of technologies including Frame Relay, MPLS, IPSEC VPN. Two primary approaches: managed “edge” and an unmanaged “edge”. Local loop access provided by multiple local loop providers. Two primary types of providers: carriers and WAN aggregators – both of which may offer both public or private solutions. What Are The Usual Problems? Unreliable Networks Difficult or Unenforceable SLAs Too Many Bills and Contracts to Manage Inaccurate Bills that Require Constant Review Steep Penalties for Early Cancellation Poor Support Over-Engineered Networks and Excessive Costs Private Networks Almost Never Truly Private EverWorX TM Managed Network Services Optimize Your WAN Return to Services menu page.
- 24. How is EverWorX is Different? It is a Complete Network Services Program that Manages your WAN and the Underlying Carriers for you Custom-designed to meet your needs 99% Uptime Guarantee – backed by a rigid SLA with credits automatically applied to next bill No cost, no obligation pilots No upfront costs, with legacy equipment buy-backs available Immediate responses from US-based Help Desk – 7x24x365 Real-time information via Web portal and client back office integration One invoice PCI-DSS compliant Vendor, carrier and technology neutral EverWorX TM Managed Network Services Optimize Your WAN Return to Services menu page.
- 25. Wide Area Network Service Components Asset Tracking & Management Depot and Warehouse Services Circuit Provisioning Remote & On-Site Break-Fix Services Network Monitoring Services Warranty Services Network Core Design and Hosting WAN Aggregation & Redundancy EverWorX TM Managed Network Services Optimize Your WAN Return to Services menu page.
- 26. DBU VPN/FR/ MPLS xDSL, Cable, Satellite, Type 2 REMOTE SITE VPN/FR/MPLS HOSTED CORE w/RAS Network/Server/Desktop Monitoring VOIP WIFI Hosted Network Security IDS/AV/AS Hosted VOIP/ Email Unified Messaging DBU VPN/FR/ MPLS REMOTE SITE VOIP WIFI DBU VPN/FR/ MPLS VOIP WIFI HEADQUARTERS xDSL, Cable, Satellite, Type 2 CONTINGENT VPN/FR/MPLS CREDIT CARD MERCHANT SERVICES EverWorX TM Managed Network Services Featured in April 2007 Stores Magazine “ Ditching Dial-Up” Example Multi-Site Network Design Optimize Your WAN Return to Services menu page.
- 27. Edge Device Monitoring and Key Management Capabilities CPU Utilization Port Level Management & Visibility Memory Utilization Errors and Discards Voltage, Temperature, Etc. Buffer Statistics (Hits, misses and failures) Batch Updates Disaster Recovery ICMP/SNMP NMS Platforms Currently Available* IBM Tivoli AdventNet ManageEngine HP Open View What’s Up CiscoWorks/LMS *Custom integration with online Care Center EverWorX TM Managed Network Services Optimize Your WAN Return to Services menu page.
- 28. PCI-DSS Compliant (Consultant: Trustwave – Qualified Data Security Company) Maintain company standard that serves as a template for each client WAN we build and manage Self assessment completed January 2007 Internal and external quarterly scans maintain compliance We do not de-encrypt or store data We do not authorize or settle transactions Core PCI compliance as a ‘Payment Transmission Service Provider’ will be complete for 2008-09 in December 2008 EverWorX TM Managed Network Services Example Equipment Board and Secure Housing Optimize Your WAN Return to Services menu page.
- 29. Example Electronic Invoice “ One Vendor, One Bill” EverWorX TM Managed Network Services Optimize Your WAN Return to Services menu page.
- 30. Local Area Network Design and Installation Services Internet-Based VoIP POTS Replacement Service Retail Local Area Network Design and installation services Infrastructure Moves, Adds and Changes Managed WAN Services Managed Services (Service Level Guarantee) Standard Services (Lifetime Warranty) Prepaid Dispatch Repair Services Managed Maintenance Services Hosted VoIP What We Do EverWorX Overview Immediate Response Field Services, Problem Resolution Services
- 31. www.voipworx.net Join the VoIP Revolution VoIPWorX IP Telephony Services Flexible, high quality IP telephony Alternative to traditional voice services No minimums or metered billing Rides over our EverWorX Managed WAN IPsec-based VPN service VoIPWorX TM IP Telephony Services Return to Services menu page.
- 32. Join the VoIP Revolution VoIPWorX TM IP Telephony Services VoIPWorX Highlights: Fully Hosted VoIP (offsite PBX) or IP-Based origination/termination trunking to (on site) phone systems All of features of traditional, enterprise-class phone systems, plus many new productivity enhancing functions Unlimited local and long distance calling We manage it (including the EverWorX WAN which delivers it), so you don’t have to 99% Uptime Guarantee – backed by a rigid SLA with credits automatically applied to next bill No upfront costs, with legacy equipment buy-backs available No cost, no obligation pilots Support from US-based Help Desk – 7x24x365 One vendor, one bill, with real-time call detail information via Web portal and client back office integration Return to Services menu page.
- 33. Local Area Network Design and Installation Services Internet-Based VoIP POTS Replacement Service Retail Local Area Network Design and installation services Infrastructure Moves, Adds and Changes Managed WAN Services Managed Services (Service Level Guarantee) Standard Services (Lifetime Warranty) Prepaid Dispatch Repair Services Managed Maintenance Services Hosted VoIP What We Do MACWorX Overview Immediate Response Field Services, Problem Resolution Services
- 34. Activate Locations Global field infrastructure installation service for telecommunications companies. Design, deploy and support ALL types of WAN and LAN infrastructures If it’s part of a network or connected to one, we can install it or fix it if it’s broken MACWorX TM Deployment Services Return to Services menu page.
- 35. MACWorX Highlights: Data, Voice and Video cable installation High performance circuit extensions Edge device installation (xDSL, Cable Modem, IAD, NIU, Satellite, Router Online order processing and real-time project tracking through our Customer Care Center Web Portal Benefits (versus the local telephone company and other providers): Faster response times Nationwide coverage Lower total costs More capable field personnel Professional project management MACWorX TM Deployment Services Activate Locations Return to Services menu page.
- 36. Secure Web portal containing real-time business intelligence about all work we’re doing on behalf of our clients. Online Customer Care Center Return to Services menu page.
- 37. Local Area Network Design and Installation Services Internet-Based VoIP POTS Replacement Service Immediate Response Field Services, Problem Resolution Services Retail Local Area Network Design and installation services Infrastructure Moves, Adds and Changes Managed WAN Services Managed Services (Service Level Guarantee) Standard Services (Lifetime Warranty) Prepaid Dispatch Repair Services Managed Maintenance Services Hosted VoIP What We Do MACWorX Overview
- 38. StoreWorX TM Global Retail Technology Deployment Services Optimize Your Retail Environment Global Retail Technology Deployment Services Field infrastructure design Installation service Retail company and retail IT consulting firms focus Return to Services menu page.
- 39. StoreWorX Highlights: Consulting, design, planning services For simple and complex retail-specific LAN environments (Layers 1-3) Multi-site (simultaneous) deployment Materials specification, procurement, staging, configuration, kitting and shipping Detailed and measurable quality control for design and deployment Integration of point-of-sale, cash wrap, security, music-on-hold, store sound system, property management system (hospitality), HVAC systems, Wi-Fi, in-store kiosks, VoIP, network credit card authorization, xDSL/FR, PBX, back office controller (PC/server) and more. Optimize Your Retail Environment StoreWorX TM Global Retail Technology Deployment Services Return to Services menu page.
- 40. Local Area Network Design and Installation Services Internet-Based VoIP POTS Replacement Service Immediate Response Field Services, Problem Resolution Services Retail Local Area Network Design and installation services Infrastructure Moves, Adds and Changes Managed WAN Services Managed Services (Service Level Guarantee) Standard Services (Lifetime Warranty) Prepaid Dispatch Repair Services Managed Maintenance Services Hosted VoIP What We Do EverWorX Overview
- 41. NetMedX TM Repair and Maintenance Services Keep It Working On Demand maintenance program For any network hardware, software and infrastructure With 24/7/365 dispatch of field troubleshooting and repair professionals. Return to Services menu page.
- 42. NetMedX Highlights: General and specific non-warranty network-wide troubleshooting and corrective maintenance Service coverage throughout North America Five levels of onsite criticality (arrival time options) so you can choose arrival time and associated pricing based on problem urgency – and thus pay for only what you need Highest level of urgency = guaranteed arrival within 2 hours of receipt of request to any address in the U.S. Technically savvy “eyes and hands” in the field, whenever and wherever needed Customer Care Agents available 24/7/365 to dispatch whatever resources you need Full maintenance, warranty and warranty extension contracts are available on all platforms Online order processing and real-time project tracking through our Customer Care Center Web Portal NetMedX TM Repair and Maintenance Services Keep It Working Return to Services menu page.
- 43. Local Area Network Design and Installation Services Internet-Based VoIP POTS Replacement Service Immediate Response Field Services, Problem Resolution Services Retail Local Area Network Design and installation services Infrastructure Moves, Adds and Changes Managed WAN Services Managed Services (Service Level Guarantee) Standard Services (Lifetime Warranty) Prepaid Dispatch Repair Services Managed Maintenance Services Hosted VoIP What We Do EverWorX Overview
- 44. NetMedX TM Silver Managed Repair and Maintenance Services Fixed price maintenance program For any network hardware, software and infrastructure With 24/7/365 dispatch of field troubleshooting and repair professionals Option to purchase dispatches or incremental hours of service work in advance at greatly discounted rates. Keep It Working Return to Services menu page.
- 45. NetMedX Silver Highlights Prepay for a “block” of 25 dispatches (minimum) at a 20% discount. After initial purchase of 25 dispatches, subsequent blocks of 10 dispatches each can be purchased at same 20% discount. Each prepaid dispatch consists of a two (2) hour onsite maximum time commitment and a one (1) hour travel charge (regardless of actual time required). If required time on site exceeds two (2) hour maximum, we notify you and ask if you want to extend the visit. If so, a second dispatch will be charged against your remaining prepaid dispatches balance. You may choose a mix of field personnel skill and dispatch criticality levels within the dispatch blocks you purchase. NetMedX TM Silver Managed Repair and Maintenance Services Keep It Working Return to Services menu page.
- 46. Local Area Network Design and Installation Services Internet-Based VoIP POTS Replacement Service Immediate Response Field Services, Problem Resolution Services Retail Local Area Network Design and installation services Infrastructure Moves, Adds and Changes Managed WAN Services Managed Services (Service Level Guarantee) Standard Services (Lifetime Warranty) Prepaid Dispatch Repair Services Managed Maintenance Services Hosted VoIP What We Do EverWorX Overview
- 47. NetMedX TM Gold Managed Repair and Maintenance Services Fixed cost, turnkey maintenance program For any network hardware, software and infrastructure With depot, asset tracking, remote help desk, full parts warranties, proactive monitoring, Service Level Guarantees, and 24/7/365 dispatch of field troubleshooting and repair professionals. Keep It Working Return to Services menu page.
- 48. How Are These Services Typically Provided Today? Contracts based on SLAs with minimum performance requirements, but real world achievement is typically well short and often triggers penalty clauses. Most contracts have 2-3 categories that collectively cover all equipment. Services increasingly commoditized, with little service provider differentiation and low client confidence, leading to price only-based purchasing. What Are The Usual Problems? Solutions do not meet client needs. Widespread lack of satisfaction due to flawed delivery processes. Service provider performance is self-reported and can’t be validated by client systems. No holistic view of clients’ overall infrastructures. Technology infrastructure maintenance and support are non-strategic operational expenses clients are looking to reduce, but service providers haven’t innovated their business models to address this client objective Keep It Working NetMedX TM Gold Managed Repair and Maintenance Services Return to Services menu page.
- 49. What other service providers don’t want you to know: They already know they won’t be able to meet their own SLAs prior to signing a contract with a client, due to: Insufficient field resources, and Inadequate parts inventory levels. Therefore, they decide on a daily basis which SLAs they purposefully will NOT meet. They often manipulate SLA calculations and use “call scrubbing” to falsify compliance. SLA compliance is managed to meet internal budgets and favored client priorities, not SLA contract terms. Keep It Working NetMedX TM Gold Managed Repair and Maintenance Services Return to Services menu page.
- 50. Keep It Working How is NetMedX Gold Different? It is designed and priced to actually meet or beat our SLA! Custom Designed, Modular Approach – you choose which items fall within the service boundary Gain Sharing Pricing – you can get refunds for underutilization Built-in Call Reduction Processes -- our “co-management approach” delivers real value to you organization Event Driven and Individual Item-Centric Uptime Approach – full item lifecycle coverage 99% Uptime Guarantee – backed by a rigid SLA with credits automatically applied to next bill Vendor, Carrier and Technology Neutral Immediate Responses from US-Based Help Desk – 7x24x365 Real-Time Information – via Web portal and client back office integration NetMedX TM Gold Managed Repair and Maintenance Services Return to Services menu page.
- 51. Service Components Keep It Working NetMedX TM Gold Managed Repair and Maintenance Services Return to Services menu page. Depot and Warehouse Services Remote & On-Site Break-Fix Services Network Monitoring Services Asset Tracking & Management Warranty Services Bench Repair Network Service Boundary
- 52. Desktop DBU VPN/FR/MPLS REMOTE SITE Server WIFI Network Security Server HEADQUARTERS SERVICE BOUNDARY A SERVICE BOUNDARY B Keep It Working Example NetMedX Gold “Service Boundaries” A network element that falls in the service boundary is “covered” under the NetMedX Gold service NetMedX TM Gold Managed Repair and Maintenance Services Return to Services menu page.
- 53. “ Gain Sharing” Pricing Model Steps: Service priced two ways: (1) “Flat Annual” (2) “Pay As You Go.” You pay your Flat Annual maintenance fee up front for Year 1. We deliver services throughout Year 1. At end of Year 1, we calculate your total cost under both Flat Annual and Pay As You Go pricing scenarios. If your total cost is less using Pay As You Go, we REFUND you 50% of difference between it and the Flat Annual maintenance fee you paid up front. We apply your refund to your Year 2 Flat Annual maintenance fee or send you a check (your choice). Regardless, we then REDUCE your Year 2 Flat Annual Maintenance fee to halfway between your Year 1 actual usage and our original Year 1 estimate . Keep It Working NetMedX TM Gold Managed Repair and Maintenance Services Return to Services menu page.
- 54. Keep It Working NetMedX TM Gold Managed Repair and Maintenance Services “ Co-Managed” Maintenance: Other service providers do all of the work and tell you how it went later. We do all of the work, too (except take ownership of spares). This includes the hard work of remote labor and logistics management. However, communication between our organization and yours is the core of our process. Our goal is to help you “self-maintain” and thereby greatly reduce your costs. We will create a business case that changes the way you approach maintenance forever. This approach has been proven successful by scores of clients over nearly a quarter of a century. Return to Services menu page.
- 55. For More Information, Please Visit: www.contingent.net