Transcript Encore Full Maintenance Package

Encore Federal Solutions
Full Maintenance Offering
IT Services & Solutions
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Call Center Support (24x7)
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Help Desk Services (Tier I/II/III)
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Staff Augmentation
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4HR & Next Bus Day Hardware Maintenance
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CONUS & OCONUS Capabilities
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Install, Moves, Adds & Changes Support
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Mobility Device Management (MDM) Services
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IT Asset Disposition
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Program & Project Management
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Software Development
Encore Federal
DUNS: 078306550
CAGE: 6LVY1
NAICS: 541511, 541512, 541513, 541519, 541XXXX
EIN: 453825590
State of Virginia: SWaM Certified
SDVOSB: Certified/ VA Verified (2015)
Construction Services
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General Contracting Services
Complete and Partial Project Support
Cabling & Connectivity Installation
Build to Specification
Core Competencies
Encore Federal Solutions is a Federally
Certified & VA Verified SDVOSB
• Scope of Services
When a service call comes into the centralized corporate office, the
Service Desk triages the call so that the client receives the right
support. The Help Desk helps resolve typical user concerns such as
logins, passwords, rebooting, connectivity and driver installs. They
also address more complex needs such as detection of software
malfunction, hardware failures, and system monitoring. The Service
Desk and Help Desk work in tandem to support client needs.
• Hours of Service
Customized Support Solutions
24x7 Availability
Tier 1
Telephone support is focused on determining a
hardware problem and remotely resolving it. Encore
also offers support for software issues, both off the
shelf and customized software.
Tier 2
For more complex software of hardware issues, the
Help Desk determines the problem and coordinates
a resolution. If necessary, Encore works with OEMs
and publishers to resolve issues.
Help Desk Services
Encore Federal Solutions is a Federally
Certified & VA Verified SDVOSB
Tier 3
When integrated logistical support providing
replacement parts or onsite technical service is
needed, the Help Desk manages the dispatch of a
client’s in-house IT support, a client’s IT vendor, or
an Encore technician for on-site service. Encore also
provides remote monitoring and management of IT
functions.
• Benefits of Managed Services
• Significantly improved overall system reliability and performance
• Prevents issues, reduces downtime impact and duration
• IT spending focused on issue avoidance and service optimization rather than
‘fighting fires’
• Predictable network and system management costs
• Improved security
• Minimize risk of intrusion, data theft and lost productivity
Remote Monitoring Services Solution
• 24x7 monitoring of your local and cloud systems, key devices,
applications and IT resources
• Rapid diagnosis using monitoring data
• Instant notification via email to your designated contact
• Remote Maintenance of your Security
• Comprehensive reporting and analysis of systems, resources and issues
• Greater transparency into IT performance and planning
Remote Maintenance of your
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Network (Localized or Cloud)
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Servers
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Workstations
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Peripheral devices
Remote Support through
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Access Controlled
Remediation
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Helpdesk
Managed Services
Encore Federal Solutions is a Federally
Certified & VA Verified SDVOSB
Premium On-Site Services
• Reliable and fast service
• Reduce service costs
• Service for warranty and non-warranty equipment
Adjustable and Guaranteed Service Levels for Mission-Critical and Non-Critical Equipment
• Same and next business day (NBD) resolution
• 24/7 coverage
Customized Engagements for Your Service Needs
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Annual Maintenance Contracts
Retainers
Hourly or Flat Rates
Scope of Services
Encore offers full service maintenance support for both in-warranty and out-of-warranty multivendor
equipment. Services include remedial maintenance, replacement parts, and technical engineering support.
We have 13,000 technicians in the field and more than 200 team members at our corporate facility in
Louisiana.
Encore’s standard support covers the cost of all parts (with the exception of consumables and out of scope
items), labor, travel and shipping associated with such failure. Examples of some of these items, but not
limited to are logic boards, control panels, assemblies, etc. In addition, additional packages are available to
include consumable items based on the need of the customer. In order for Encore to provide a quote, we will
need to know the make and model of the units as well as the SLA coverage that you would like on the units.
Maintenance Services
Encore Federal Solutions is a Federally
Certified & VA Verified SDVOSB
Covering: United States
• Over 13,000 technicians located
throughout the United States
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Largest white space coverage
• Every U.S. zip code
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Alaska & Hawaii
Puerto Rico & Guam
Covering: Canada
• Over 400 technicians located
throughout Canada
• Covering all provinces
• Parts purchased in Canada
Varying Skill Sets
Varying Security Clearances
Comprehensive Coverage Area
Encore Federal Solutions is a Federally
Certified & VA Verified SDVOSB
General Systems
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Desktop/Notebook PCs and Peripherals
Multi-Media PCs and Peripherals
Servers and Peripherals
Data Storage Systems
Desktop Printers
Network-Enabled and High Volume Printers
Network Appliances
Hubs, Switches and Routers
Windows NT and NetWare Operating
Systems
Retail Systems
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Other Industry Systems
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Digital Photo Capture and Storage Systems
Retail Banking Document Printing Systems
Financial Services Automated Voice
Recording
In-Home Systems
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Home PCs, Notebooks and Peripherals
Residential Gateways
Home Networking Hardware
POS Terminals
Flat Screens/Monitors
Scanners
Signature Capture and Verification Devices
Printers – Thermal, Receipt
In-Store Processors
Kiosks
Equipment Coverage
Encore Federal Solutions is a Federally
Certified & VA Verified SDVOSB
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Applications
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Operating Systems Support - Current Version and Past 2 Versions
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Microsoft Office Platform
Common Off The Shelf (COTS) - Standard Software
Custom Software with Training
Microsoft Windows
Apple OS
Linux OS
Platform Support
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Mobility Device Management
Apple
Google
Blackberry/RIM
Android Based Smart Phones
Cisco Networking Support, etc.
* 30-day notice and training required in order to support off the shelf software
Applications & Systems Supported
Encore Federal Solutions is a Federally
Certified & VA Verified SDVOSB
Warranty Support
Encore Federal Solutions is a Federally
Certified & VA Verified SDVOSB
Standard Call Flow
Encore Federal Solutions is a Federally
Certified & VA Verified SDVOSB
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Our state of the art system allows us to drive customization and repeatability
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Each unique customer can have its own desired work flow programmed into the system
therefore requiring no human interaction for process compliance
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The system has alerts that are triggered when SLA’s are in jeopardy alerting individuals that
are focused on prevention
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The system determines the most qualified technicians based on skill set, prior work history,
distance from site and procedure compliance history
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The system is integrated with FedEx and UPS allowing real time tracking updates on parts
delivery as well as part returns. This allows us to always send a technician just in time while
also maintaining greater than 95% core part return
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The system allows our technicians to provide real time updates by utilizing our custom built
apps with their Mobile Devices
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Ability to integrate with most CRM platforms creating consistency
between Encore and Customer management tools
Systems
Encore Federal Solutions is a Federally
Certified & VA Verified SDVOSB
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Remote Monitoring Services Solution
• 24x7 monitoring of your local and cloud systems, key devices, applications and
IT resources
• Rapid diagnosis using monitoring data
• Instant notification via email to YOUR designated contact
• Remote Maintenance of your Security
• Comprehensive reporting and analysis of systems, resources and issues
• Greater transparency into IT performance and planning
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Remote Maintenance of your
• Network (Localized or Cloud)
• Servers
• Workstations
• Peripheral devices
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Remote Support through
• Access Controlled Remediation
• Helpdesk
Managed Services
Encore Federal Solutions is a Federally
Certified & VA Verified SDVOSB
• Our Technical Support team has been critical in maintaining a 90%
first time fix rate across all customers
• The technical support team consists of different levels of technicians
with varying certifications
• They complete initial diagnostics with the End Users via telephone
or remote access in order to determine the right part needed to
complete the repair
• They assist the field technicians with onsite repairs
• They have access to and leverage manufacturers Level 2 and Level 3
support hotlines
Technical Support
Encore Federal Solutions is a Federally
Certified & VA Verified SDVOSB
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Custom built bid tool that maximizes exposure to insure industry best pricing that can meet
our clients SLA
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Quality Assurance commitments with vendors resulting in an industry leading 98.5%
conformance rating
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Managing customer cost of all hardware parts, including consumables, by utilizing the
highest quality of aftermarket and refurbished options when available as well as utilizing
OEM preferred distributors
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World Class systematic handling of the reverse logistics process allowing for core returns to
our suppliers resulting in higher fill rates, and lower pricing to our clients
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Strict written contracted agreements with our suppliers insuring that all QA processes are
upheld and orders are filled on time
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Custom built logic, for best practices for warehousing and contract specific order fulfillment
processes
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Various part options in addition to our “On Demand Parts” model including the ability to
identify, stock, and utilize forward stocking locations at strategic points across the country
as well as, providing “Trunk Stock” to primary technicians
Logistics
Encore Federal Solutions is a Federally
Certified & VA Verified SDVOSB
• Each service event is manually dispatched to ensure quality.
• With the help of the system, the Dispatch team is responsible
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Assigning a qualified technician that is available to meet SLA
Screen technician for capability on the specified unit
Schedule technician with an ETA as approved by the End User
Speaks directly with the technician who will be going onsite
Receives verbal confirmation of availability and capability
Provides technicians with full scope of work, parts details,
special delivery instructions, etc. that are critical to completing
the job at hand
Dispatch
Encore Federal Solutions is a Federally
Certified & VA Verified SDVOSB
Each customer has a dedicated Project Manager delivering
quality managed services.
• Oversee all service requests to ensure SLA’s are met and
service is delivered as expected following Encore ISO
Procedures.
• One point of contact for end users and Partner
• Oversee scheduling coordination and technician assignment
• Joins reoccurring conference calls to determine areas for
improvement
• Held accountable for SLA compliance
• Act as the Voice of the Customer
Project Manager
Encore Federal Solutions is a Federally
Certified & VA Verified SDVOSB
Charles “Soney” Carroll
Chief Operating Officer
1001 Hwy 190 Service Road East, Ste. 105
Covington, LA 70433
Mobile: 985-773-0236
e-Mail: [email protected]
Your IT Service Solution
Encore Federal Solutions is a Federally
Certified & VA Verified SDVOSB