For More Information:

1
Presentation of NetLinc Services

• For More Information
• Denise Reeser, Corporate Regional Vice President
• Denise_Reeser_at_superiorconsultant.com
• [phone], extension 8664

2
NetLinc Services

• Our Goal
• Total customer satisfaction through
  cost-effective operational excellence.
• Value Statement
• Based on our methodology and advanced
  technologies in regards to help desk and
  infrastructure monitoring, we have the
  demonstrated ability to provide services that
  result in reduced cost, improved services and
  increased customer satisfaction.

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NetLincBaseline Cost Analysis
Costs and services that will be Reduced,
Eliminated or Avoided by using NetLinc Services

• Recruiting Fees
• Seminars for Staff
• Help Desk Tools (Amortized)
• Diagnostic Tools (Amortized)
• Simple Network Monitor Protocol Monitoring Tools
  (Amortized)
• Virus Protection Tools (Amortized)
• Application Monitoring Tools

• Annual License expenses for Tools (Virus,
  Net/Mon.)
• Hardware for diagnostic tools
• Possible reduction of hardware contract
  maintenance
• Server Monitoring Tools
• Network Security Assessment Tools (Amortized)
  Intrusion detection and Security Probing
• Space facility, heat, light air, etc.(Help
  Desk)

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NetLincKey Initiatives

• Interview and develop operational delivery model
• Develop and implement mutually agreed upon SLAs
  and escalation processes.
• Educate staff on methodologies and clearly define
  expectations
• Install software to monitor servers, critical
  devices and infrastructure performance
• Document and publish all application and process
  information.
• Establish benchmarks for baseline performance
• Desktop discovery and inventory assessment
• Provide 24X7 access for problem resolution
• Go Live with new Help Desk
• Provide recommendations, based on observations
  and information to improve operations/customer
  service

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NetLinc Best In Class Technology Integrator for
Cost-effective Service and Customer Satisfaction

• CiscoWorks2000
• APC's PowerNet
• Optivity NMS 9.0
• Transcend Enterprise Manager
• Compaq Insight Manager
• Compaq Insight Manager XE v1.1
• Dell OpenManage
• For Desktop Management, we will deploy either
  Microsoft System Management Server (SMS) or
  Intels LANDesk.
• DK Systems ( Help Desk Application )

• HP OpenView Network Node Manager
• Axent Raptor Firewall
• RaptorView
• Network Associates Distributed Sniffer
• Computer Associates Network Monitor
• Axent NetRecon
• Intel LANDesk Server Manager
• Intel LANDesk Client Manager
• Norton AntiVirus Enterprise Solution 4.0

6
NetLinc Knowledge Management Database

• Over 125 Applications documented
• 3M
• BOISE/CEO
• Cerner
• DeRoyal
• Dynacomm
• ESI Scheduling
• Exchange
• Eclipsys
• GroupWise
• McKesson
• HEMS

• IDX
• Lifeline
• Meditech
• MicroMedex
• Observer
• Peoplesoft
• PKU
• Pyxis
• Raisors Edge
• Sunquest
• Siemens

7
NetLinc Key Success Measurements

• Positive service level impact throughout
  institution
• Positive ROI
• Customer Satisfaction Goal of 90
• Identify and quantify on a monthly basis
  problem areas for resolution (e.g., training,
  equipment malfunctions, etc.)
• Overall improvement of services and more
  effective management of personnel and assets

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NetLinc Services

• NetLinc Help
• NetLinc Monitor
• NetLinc Manage

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NetLinc Help

• 24 x 7 telephone support
• High-speed, on-line interactive keyboard
  assistance
• Remote tutorial capability
• Remote reconfiguration and reboot
• Anti-virus software and update program
• Detailed tracking and reporting

• Learning databases with past problem resolutions
• Desktop inventory capability
• Software patch downloads or reloads
• Customized escalation procedures

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NetLinc Help

• Drivers
• Recruiting/Retraining knowledgeable staff
• Cost of services
• End user satisfaction
• Prompt response and improved first call
  resolution
• Accessibility to resources (24x7)
• Improved Customer Satisfaction ratings

• Differentiators
• NetLinc responsible for continuous training of
  staff
• Support over 125 healthcare and Microsoft
  applications
• Extensive automated knowledge database
• Focused client satisfaction is NetLincs core
  business
• Comprehensive reporting
• Report SLAs on a weekly and monthly basis

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NetLinc HelpDK Systems
NetLinc Services
NetLinc Services
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NetLinc HelpCustomer Service Methodology
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NetLinc Help Knowledge Trends
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NetLinc Help Tracking User Satisfaction
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NetLinc Monitor

• 24 x 7 monitoring and problem alert service
• Network performance monitoring
• Fast, qualified telephone support to back up
  on-site staff
• Real-time server resource, storage, monitoring
  and backup
• Real-time LAN topology configuration monitoring
• Network documentation and security audit reports

• Real-time Network Operating System error
  monitoring
• Rapid problem determination by trained engineers
  using the latest diagnostic tools
• Integrated service dispatch to your repair
  service provider
• Monthly network health reports
• Lower direct cost than comparable in-house
  alternatives

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NetLinc Monitor

• Drivers
• Cost to acquire required system tools
• Maintaining cost for necessary technologies
• Increased need for 24x7x365 staff to monitor
  clinical/patient care
• Significant negative impact of downed servers on
  user community
• Need for predictive / proactive maintenance as
  opposed to reactive
• Increased clinician dependency on IT/patient care
  systems

• Differentiators
• Knowledge of healthcare applications
• Integrated Best in Class Technology
• Maintain state-of-the-art technologies
• Leverage fixed costs for facilities, platforms
  and staff
• Client satisfaction achieved through SLAs
• Customer will have greater focus on core business

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NetLinc Monitor HP OpenView State Level
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NetLinc Monitor HP OpenView Network Level
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NetLinc MonitorSymantec Norton Antivirus
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NetLinc MonitorRouter Utilization
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NetLinc MonitorProVision Utilization per
Packet
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NetLinc MonitorProVision Frame Relay
Utilization
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NetLinc MonitorCompaq Insight Manager XE
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NetLinc MonitorLanDesk Memory Summary
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NetLinc Manage

• All the benefits of NetLinc Help and NetLinc
  Monitor
• On-site resource management
• On-site resource training and education
• Desktop support engineers
• On-site network planning and engineering
• Access to all Superior support services

• Tape backup and storage
• Network administration
• On-site quality assurance management
• Monthly review of statistical reports with client
• Integrated service dispatch to your repair
  service provider
• Complete on-site support and management

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NetLinc Manage

• Differentiators
• Improve processes, procedures and methodologies
• Invest in staff training and education
• Strong healthcare competency
• Free management to focus on key initiatives
• Knowledge database and reporting
• Reduction and elimination of backlog
• Integrated delivery model

• Drivers
• Reduction in operation expenses
• Increase service levels and customer satisfaction
• Reduce capital funding for technology
• Difficult to recruit and retain staff
• Managements need to focus on core healthcare
  delivery issues

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NetLinc TransitionFirst 90-120 Days
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NetLinc TransitionPost Transition
Audit