• ACE IT Solutions call center• ITIL best practices• Round-the-clock support by certified technicians• Call-dispatch capabilities for on-site repairs• 24x7service as needed

• Freeing time for your internal resources to focus on core business and development projects

• Reducing operations costs

• Outsourcing help desk services, faster than building and staffing our own

• Receiving 24x7 service

• Eliminating drain on your resources, staff or infrastructure

• Improve overall efficiency and productivity

We strive for excellence. Our solution center maint ains the highest standard of service-level metrics, including:

• First call resolution

• Average speed of answer

• Abandonment rate

Key Help Desk Features:

Key Benefits of Help Desk Services include:

Measuring Success:

All measurements are reviewed and managed daily.

What You GetWhen you sign up for our Premium Help Desk Serviceyou’ll enjoy live, 24x7 technical support on software andhardware products from our certified frontline-supporttechnicians.

The Human TouchOur friendly client-service team will use industry-leadinginternal processes to expertly troubleshoot your technicalissues.

Quality AssuredPhone calls are randomly recorded and monitored by atrained quality-assurance team.

Support Level of Help Desk:Benefit from a call-answering service team,troubleshooting and call-logging, using a populatedknowledge base to resolve the incident at first point ofcontact.

• Windows and Apple workstation troubleshooting and triage • Desktop peripheral hardware (e.g., printer issues) Issues resolved using remote access

• Server-based password resets

• Internet/Network connectivity

• Desktop applications

• Core Microsoft OS

• Apple Mac OS X

• Custom/Vertical/Line-of-business applications

Premium Help Desk Service 24x7

ACE IT Solutions | 5-A Dickerson Road, Hillsborough, NJ 08844 | phone (908) 704-0400 | fax (908) 685-0647 | www.aceits.net

If you have questions about our Premium Help Desk Service, or would like to learn more on our company and services, please call 908 704 0400 or visit www.aceits.net

Give us your IT questions and problems, and we’ll give you increased productivity and a great ROI.

Signing up for ACE IT Solutions Premium Help Desk Service means your company will see immediate resolution of IT issues and a significant increase in overall productivity – all at an affordable price.

ACE IT Solutions AdvantageACE IT Solutions helps ensure your company’s productivity is always at its highest level by answering your IT related calls, responding immediately to the user’s question and working with the caller to troubleshoot the problem. If we can’t resolve the issue, we will escalade and dispatch as needed, so the incident is closed in a satisfactory and timely manner.

Features

1. Improved Response Time ACE IT Solutions strives to maintain the highest standard of service level metrics such as 1st call resolution, average speed of answer and abandonment rate. All measurements are reviewed and managed on a daily basis.

2. Expert Support Model • ACE IT Solutions builds a support model based on the concept of a Subject Matter Expert (SME). The SME gathers initial data from onsite interviews and an analysis of the technology your compa ny employs.

• An up-to-date knowledge database of customized applications and infrastructure is then created for the help desk technicians to use when they receive calls.

• A root cause analysis of the problem is always performed and the knowledge gained added to the database for quicker resolution of recurring issues.

3. Round-the-Clock Support • ACE IT Solutions can provide certified technical support for your IT issues 24-hours per day, 7 days per week, 365 days per year - if needed.

ACE IT Solutions | 5-A Dickerson Road, Hillsborough, NJ 08844 | phone (908) 704-0400 | fax (908) 685-0647 | www.aceits.net

If you have questions about our Premium Help Desk Service, or would like to learn more on our company and services, please call 908 704 0400 or visit www.aceits.net

Maximize your productivity.Minimize unnecessary wait times.

Stop waiting for a response from a busy manufacturer’s technical support line that doesn’t have first-hand knowledge of your IT environment.

Call us at (908) 704-0400, or visitwww.aceits.net to set up your Premium Help Desk Services today and start receiving the level of service your business needs to maintain its highest level ofproductivity.

ACE IT Solutions will provide you with expert support to keep your company’s IT resources working at all hours.

Affordable Remote Monitoring,Remediation and Preventive Maintenance

Enjoy Improved Productivity

Our convenient, affordable and automated NOC (Network Operations Center) service handles routine system maintenance and network monitoring functions on a 24x7 basis. We take care of it all — escalating alerts, reviewing backups, defragmenting your hard disk, deleting temporary files, preventing viruses and reducing spam — withoutinterruption to your daily business operations.

The result: You’re free to focus on your core business, rather than your technology.

The Service Package IncludesPreventative Maintenance for Server includes:

• 24x7 monitoring, alerting and escalation

• Patch management

• Antivirus/antispyware

• Preventative maintenance for Exchange/Active Directory

• Remote troubleshoot and fix (alert and resolution)

• Move/add/change users or groups

• Maintenance Services — patching, spyware, antivirus and preventative tasks

• Up/down alerting in network devices

Preventative Maintenance for Desktop includes:

• Patch management

• Antivirus/antispyware

• Temp file deletion

• Disk defragmentation

• Asset/inventory reporting

ACE IT Solutions | 5-A Dickerson Road, Hillsborough, NJ 08844 | phone (908) 704-0400 | fax (908) 685-0647 | www.aceits.net

Our preventative maintenance services help keepyour hardware and servers running at peakperformance. By defragmenting your hard disks,deleting temporary files and preventing virusesand spam, we can help prevent most problemsbefore they occur. However, since we monitor yourservers around the clock, our NOCs are alertedand resolve most issues before you even knowthere’s been a problem. This improves yoursystem performance and helps you maintainproductivity, with less interruption of your dailybusiness.

If you have questions about our Affordable RemoteMonitoring, Remediation, Preventive Maintenance, orwould like to learn more on our company and services,please call 908 704 0400 or visit www.aceits.net

What are the benefits of ACE IT Solutions?

Improved Cost Management

ACE IT Solutions | 5-A Dickerson Road, Hillsborough, NJ 08844 | phone (908) 704-0400 | fax (908) 685-0647 | www.aceits.net

If you have questions about our Affordable RemoteMonitoring, Remediation, Preventive Maintenance, orwould like to learn more on our company and services,please call 908 704 0400 or visit www.aceits.net

Maximize your network’s availability. Minimize unnecessary expense.

ACE IT Solutions provides your business with complete management of all network-basedservices, applications and equipment. Stop spending your IT funds on avoidable networkproblems, and use them to grow your business instead. For more information on ACE IT Solutionscall us at (908) 704-0400 or visit www.aceits.net.

What does ACE IT Solutions do for my business? A major threat to your IT infrastructure can mean a direct hit to your bottom line. ACE IT Solutions nowdelivers IT support that will keep your network running at peak performance all day, every day.

ACE IT Solution offers you increased performance, optimal security and uninterrupted operations,all at a surprisingly affordable price.

• Remote network issue resolution

• Reduce cost via remote network issue prevention and repair

• Software license compliance and hardware warranty management

• Avoid noncompliance penalty fees and out-ofwarranty repair costs

Increased Network Availability• 24x7 monitoring of all network devices

• Identify potential issues immediately and repair them before any business interruptions occur

• Detailed site-level inventory and device-status management

• Verify devices are accounted for, and functioning properly, at all times

Heightened Network Performance• Executive reports

• Identify trends and issues, such as servers running low on memory, and react before a crisis causes downtime

• Capacity management and upgrade planning

• Plan for growth before network performance deteriorates

Greater Network Security• Network security alerts

• Stop unauthorized user access, data theft and computer viruses

• Software content control

• Prevent creation of unauthorized or illegal content

don’t let it drive you

ACE IT Solutions drives your network’s performance