Welcome

Thank you for choosing Brennan IT.This booklet has been designed to provide you with the primary information that you’ll need as a Brennan IT customer. Included are the processes we follow, our company background and credentials, and where to go for the most up-to-date information.

This document does NOT constitute a contractual obligation on the part of either the customer or Brennan IT. Although this document is not intended to supplement or vary any of the terms of Brennan IT’s contractual relationship with you, it is designed to guide you through all aspects of our relationship.

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1.0What happens now?

1.1 Order process 041.2 Service provisioning process 04 1.3 Project management 051.4 Billing process 051.5 Scheduled maintenance 05

2.0Contact us

2.1 Account management 062.2 Service Desk 062.3 Helpful tips on fault reporting 072.4 Managing your services online 07

3.0 Additional services

3.1 About Brennan IT 083.2 Products and services 09

4.0Looking for more information?

4.1 Visit us online 11

1.1 Order process

You will most likely have placed your new order with your Brennan IT Account Manager. Signing the order form and associated contract paperwork will have now started the provisioning process.

Before the installation process can commence, your order will be validated by our Sales Operations team to ensure that we have all of the necessary information for the efficient processing of your order. In addition, we may also need to complete a credit check before we can proceed. This typically takes place in parallel to the validation of the order and should not delay the provisioning process.

For more information on the status of your order, please feel free to contact your Account Manager.

1.2 Service provisioning process

Once your order has been validated and a credit check performed, it is then passed to the Brennan IT Service Delivery team. They are responsible for managing all further aspects of the order delivery up to the point that the new service is tested and handed over to you.

The Service Delivery team will contact you to confirm that the provisioning process has begun.

At this stage, your dedicated Account Manager may contact you, or your nominated technical contact points, in order to gather further technical details related to your order.

Once the planning of your service has been completed by the Brennan IT Service Delivery team, you will be advised on the target delivery dates.

Your dedicated Account Manager will then update you if any issues arise during the Service Delivery process that may jeopardise the committed delivery date.

1.0 What happens now?

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1.3 Project management

In addition to the standard process, larger and more technically complex projects may have a Project Manager assigned. The Brennan IT Project Manager will work with the Service Delivery team and will provide more comprehensive management of the end-to-end provisioning process in order to ensure successful deployment.

Your Account Manager will advise if the delivery of your service will be handled by a Project Manager and will provide his/her contact details.

1.4 Billing process

Depending on the service you have purchased and your contractual Terms & Conditions, you will receive a monthly invoice.

To organise payment using Direct Debit, please visit: www.brennanit.com.au/terms-and-agreements/

If you have any questions regarding the billing of the service, please feel free to contact your dedicated Account Manager.

1.5 Scheduled maintenance

From time to time we may need to perform essential maintenance on our network. In order to minimise any negative disruption on your day-to-day business operations, we will notify you before any work is due to take place. Conversely, we ask that you contact us should you also need to perform any maintenance.

In both cases your main point of contact will be our Service Desk, via service@brennanit.com.au or 1800 102 707.

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2.0 Contacting us

2.1 Account management

Your first point of contact for general inquiries, pricing or billing should be your dedicated Brennan IT Account Manager.

Your Account Manager is at the head of a strong virtual team of Pre and Post Sales resources which spans across all divisions of the Brennan IT business. These resources not only enable the Account Manager to swiftly deal with any general post sales issues, but they also enable the Account Manager to develop a better understanding of your business goals, requirements and potential concerns.

As a result, they will develop strategic solutions to help meet your business requirements. Your Account Manager is on hand to provide you with ongoing education across all of our products, services and key industry developments. Ultimately, your Brennan IT Account Manager is responsible for ensuring optimum overall customer satisfaction.

However, if you do have a specific fault on your service, please contact the Service Desk team so that your issue can be dealt with in the shortest possible time frame.

2.2 Service Desk

Our Service Desk provides around the clock, 24 hour support. At Brennan IT, we understand that if network or service problems occur, the ease with which you can report faults, together with regular updates and fast resolution times, are key to your satisfaction.

A single call or email to the Service Desk ensures any faults are rapidly dealt with. There is a guaranteed four hour response time for all issues logged via the Service Desk portal or the Service Desk email. If we cannot resolve the problem, or answer the query within the normal SLA time frame, we’ll escalate the issue through our Service Desk and liaise with a Brennan IT consultant, engineer or the carriers involved with the affected service.

A ticket or call number for each individual issue will be provided either via email notification or from the engineer you speak with. Please keep this ticket or call number handy for your reference when you speak with the Service Desk.

We will update you regularly on the progress of the problem, as we work towards a solution.

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2.3 Helpful tips on fault reporting

When logging faults with the Brennan IT Service Desk it would be helpful to have the following information ready, so that we can quickly enter your details into the Service Desk system.

1. Company name or legal name. Please quote the name of the company the service is associated with.

2. User name and contact details. Please provide your first name, last name and your contact details including email and telephone number.

3. Fault description. Due to the nature of networking, we can only work on faults as they are occurring. While our management and monitoring systems can see historical faults, we need to work on the fault in real-time for effective trouble shooting.

2.4 Managing your services online

Not only are you supported with an Account Manager and a Service Desk available 24x7x365, Brennan IT have also developed two online portals available for you to manage your networks, faults and company contacts in real-time.

Portal: my.brennanit.com.au The My Brennan IT portal gives you access to your Brennan IT data services including network links and internet connections.

Phone: 1300 500 000

Web: helpdesk.brennanit.com.au

Email: servicedesk@brennanit.com.au

Portal: helpdesk.brennanit.com.au The Brennan IT Service Desk portal provides you with access to the Brennan IT ticketing system. You can enter service requests or faults directly into the system, or track the progress of open calls and gather information on the type of calls most frequently logged.

Service Desk

My Brennan IT

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3.0 Additional services

As a managed services provider, we help businesses by delivering a range of scalable and modular IT, cloud, infrastructure, internet, networking and telecommunications solutions.

Understanding your business and deploying the right technology is what makes us different, which is why Brennan IT is the natural choice for all your IT&T requirements.

3.1 About Brennan IT

Our diverse portfolio of clients ranges from hospitality and education to financial services and major retail chains. While we’re recognised as technology specialists, we’re proud our clients see us as a trusted and long term business partner.

Brennan IT is one of the most progressive and fastest growing companies in corporate Australia. We are the only IT company listed in the BRW Fast100 list for 7 consecutive years and we’re proud to be listed by Deloitte’s Australian Technology Fast 50, and Australian Technology Fast 500 since 2005. Brennan IT was also named as the most progressive managed services provider (MSP) in Australia, and 4th globally, by the international managed services research index, MSPmentor.

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Cloud & Infrastructure Services Features BenefitsInfrastructure-as-a-Service

Fully-outsourced and customised computing infrastructure that’s scalable and easy to deploy with a Pay-As-You-Grow model.

• Three fully secure and highly redundant top-tier data centres across geographically dispersed facilities around Australia.

• Supports highly redundant virtual environments along with all major operating systems.

• Built using enterprise-grade security specifications.

• Deployment of a highly flexible and scalable model.

• Easy deployment with high availability and resilience.

• OPEX rather than CAPEX.

Virtualisation

Consolidate and optimise your IT infrastructure virtualisation, improving availability and efficiency.

• Hypervisor agnostic.

• Extensive breadth and depth of technical expertise with over 150 accredited consultants.

• Easy and affordable transition into disaster recovery.

• New hardware acquisition and maintenance cost reduced by increasing existing infrastructure efficiency.

• Increased space utilisation in your data centre.

• Reduced operational risks with high availability.

Data Centres and Hosting

Australian-based data centres providing affordable data security, integrity and optimal disaster recovery.

• State-of-the-art physical and network security.

• Vendor neutrality providing a range of options for connectivity.

• Full redundancy, including power supplies, network components and backbone infrastructure.

• Data optimised for disaster recovery.

• Equipment accessed by ‘remote hands’.

• Live maintenance handled without interruption.

Hosted Microsoft Exchange

Email solution that provides your business with flexibility, mobility and advanced communication features.

• Hosted in highly-secured and fully-redundant data centres across Australia.

• Built on a predictable price-per-user-per-month model.

• Access to our 24x7x365 Australian-based Service Desk.

• Secure email and calendar access with high availability.

• Funded from OPEX rather than CAPEX.

• Simplified user administration.

Disaster Recovery (DR) to the Cloud

A comprehensive, efficient and reliable disaster recovery solution that delivers enterprise-level recovery.

• Ready-to-perform failover with non-disruptive testing.

• Built on a highly flexible and scalable Pay-As-You-Grow model.

• Serviced by three enterprise grade, geographically dispersed and highly secure data centres.

• Guaranteed business continuity in the event of unforeseen difficulties.

• Automated failover processes, ensuring fast and predictable RPO’s and RTO’s.

• The need to build a secondary DR site alleviated.

Back-up, Recovery-as-a-Service

A fully managed back-up and recovery solution, delivering on-site hardware, connectivity and off-site data storage and replication.

• Portfolio of solutions from multiple vendors.

• Full on-site model connected to a managed as-a-service model.

• Seamless integration with existing legacy back-up facilities.

• OPEX rather than CAPEX.

• Reduced management and operational overheads.

• Increased reliability of back-ups.

Data Management

Secure storage and back-up of your data ensuring your information is available, safe and secure.

• A scalable and efficient storage solution with new compression, deduplication, and virtualisation technologies.

• Protection and retrieval of information.

• Secure mobility access.

• Improved recovery time vs. tape.

• Environments backed up and recovered quickly and easily.

• Lowered Total Cost of Ownership (TCO).

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IT Services Features BenefitsManaged IT Support

Proactive IT support, monitoring and management with guaranteed service levels and 24/7 access to IT specialists.

• Access to an extensive depth and breadth of technical expertise with over 150 accredited consultants.

• Fixed monthly fees with unlimited support and no surprises.

• SLAs with guaranteed business outcomes.

• Predictable IT support expenditure.

• Reduced operational risks with a dedicated support team and a suite of advanced management tools.

• Allows internal resources to be redistributed, to focus on core business activities.

Flexible IT Support

Pre-purchased blocks of IT support providing access to our highly skilled and experienced resources, delivering full service IT support, on a Pay-As-You-Go (PAYG) basis.

• Blocks of hours – 25, 50 or 100 hours.

• Flexibility in how you use your IT support hours.

• Access to our 24x7x365 Australian-based Service Desk.

• Flexible support agreements to meet your business requirements.

• Costs controlled, paying only for support as you need it.

• Access to a broad range of technical skills.

Project Services

Flexible IT project management, based on industry standard methodologies.

• Mitigated risks and guaranteed project delivery.

• Assigned Project Manager.

• Small projects through to large-scale infrastructure development.

• Projects delivered on time, on budget.

• Guaranteed delivery of project outcomes.

• Improved accountability.

Software Development

Tailored software development across varying market and functional areas.

• Development using industry standard tools.

• Vertical-market specific applications.

• Outsourced application management.

• Reduced overheads through smart application deployment.

• Reduced development times and costs.

• Maximised employee productivity.

Hardware, Software and Licensing Procurement

IT hardware, software and licensing procurement.

• Multiple vendor relationships.

• Knowledgeable team on-hand to provide advice and support.

• Guaranteed 4 hour quote response times.

• Reduced time to deploy new technology.

• Minimised costs of new technology deployment with access to a wide range of business-grade suppliers.

• Access to attractive financing options.

Communications Solutions Features BenefitsData Networking

Fully managed, any-to-any connectivity to support the transfer of private company data and sharing of company resources between geographical sites.

• Best-of-breed network security and routing.

• Quality of Service (QoS) implemented as a standard.

• 24x7 monitoring of all network connections.

• Better network performance.

• Reduced overhead costs.

• Streamlined communications traffic.

Unified Communications

Converge and integrate all your business communications, networks, systems and applications on any device in any location.

• Full integration with existing business systems.

• Integration of voicemail, email and presence apps.

• Proven business-ready technology.

• Increased employee productivity.

• Improved employee mobility.

• Reduced operational overheads.

Video Conferencing

Enable groups to meet remotely without the constraints of location or the costs and inconvenience of travel.

• Proven technology from a range of leading vendors.

• Management, installation and user training.

• Optional managed service variant and PAYG models.

• Reduced business travel costs.

• Improved employee productivity and collaboration.

• Reduced carbon emissions.

Secure Internet Access

Maximise staff productivity and keep connected with clients, partners and remote teams.

• Robust, high-speed internet access.

• Real guarantees on support.

• Unlimited or usage-based access, which can grow as and when required.

• Faster connectivity with clients and partners.

• Minimisation of wasted staff time waiting for slow downloads or access.

• Peace-of-mind of an industry leading SLA.

Voice Solutions

Deploy business grade voice services and help reduce costs, while improving the ease of communication.

• Multiple-carrier relationships, one contract.

• Integration of traditional and next-generation voice.

• Full reporting and call accounting.

• Competitive voice rates.

• Improved monitoring and performance to enable service optimisation.

• Flexible billing options that include full itemisation and cost centre allocation.

Security and Content Management

Detect emerging and stop existing network threats such as viruses, botnet armies and worm outbreaks.

• Physical and virtual firewalls.

• Pro-active traffic monitoring and balancing.

• Network and user-centric content filtering options.

• Data and network security are maintained, whilst reducing costs.

• Real-time visibility into traffic between sites.

• Ensured optimal performance for business users, partners and customers.

Managed Telephony Services

Complete supply, installation, management and support for a price-per-handset-per-month.

• Rental of PABX, handsets and switches.

• Installation, maintenance and support of all hardware.

• Integration with IT systems and infrastructure.

• Deployment using tried and tested technology from companies including Cisco and NEC.

• Predictable commercial model that scales for business growth.

• Minimal capital expenditure, funded from operational expenses.

4.0 Looking for more information?

4.1 For more information

Please visit:

www.brennanit.com.au/welcome

facebook.com/BrennanIT

linkedin.com/company/Brennan-it-pty-ltd.

twitter.com/Brennan_IT

YouTube

youtube.com/BrennanIT

You can also find us on:

Linkedin

www.brennanit.com.au