2. Phoenix Technology Solutions Products At the highest level, the products offered by Phoenix Technology Solutions are: IT Project/Programme Management services IT Service Transition IT Operational support Multi-Vendor Management solutions IT products and central resale resource You can access these products in a way that best suits your business, offering options to integrate with your current services through our onboarding process. Our aim is to provide you with a single point of contact for all of your IT needs and remove the hassle of juggling projects, managing third parties, supporting your users, arguing grey areas in complex contracts and delivering business requirements. In short, we provide ease and simplicity. We have worked with the current market leaders to identify the best business and IT practices that help successful companies stay where they are and small companies to grow. Every modern business relies on its IT backbone, and we can scale our support to ensure that backbone is solid, successful and stable to meet your needs.

3. Phoenix Technology Engagement Process We offer a process for engagement which help us clearly define your needs and price according to your requirements: Definition Contract Agreement Onboarding Service Provision Definition We collect information about: SLAs – How quickly do you need a response and at which times? Budget – Fixed cost, time and materials or both for size of estate? Deadlines – Which dates, if any do we need to be aware of? Quality – What acceptance criteria do you want to make us adhere to? Contract Agreement Agreeing terms, costs, any fixed and variable controls of delivery. Finalising payments, start, end and key dates, SLAs and controls Onboarding Establishing a plan to transfer from your current service provider for the agreed service start date taking into account any conditions around software, products, vendors or points of control, monitoring and communication Service Provision The continual process of providing services, monitoring, assessing and improving to ensure you receive the very best and are aware of options around provision and change

4. Phoenix Technology Provision High Level Overview Service Desk Operational Support Teams Project Support Teams Vendor Management Purchasing Team Change Authority and Control

5. Phoenix Technology Provision Overview Service Desk Operational Support Teams Project Support Teams Project Proposal Change Authorisation Project Initialisation/Overview Feasibility Cost Authorisation Project Delivery Authorisation Project Continual Assessment and Delivery First Fix Attempts Incident and Problem Management Problem Resolution and Change/Project Proposal Vendor Management Purchasing Team Order Fulfilment Tracking & Delivery Change Implementation And Role back Handover to Support Installation Teams Resolution

6. Phoenix Technology Provision Change Control Service Desk Manager Service Delivery Manager Project Management Office Vendor Manager Purchasing Manager Change Authority and Control Board Customer Change Managers Representatives of each team, including those from the customer form the “Change Authority and Control Board”. This governs both project authorisation, changes and operational change control. It can be divided into different boards and can also have a “Minimum Quorum” who can authorise emergency changes. Establishing weekly meetings with the Change Board so that any changes can be challenged, justified and declined or authorised as required.

7. The Phoenix Technology Solutions Advantage Continuous updates on performance, incident levels, project progress and purchases Focus on continuity of business and services More reliable than contractors More scalable than permanent or in-house resources Able to engage with multiple vendors, negotiate and maintain the best contracts on your behalf Empowering you to make well informed decisions We are specialists in the field and engage with consultants who know your business No hidden costs Competitive prices Value for money Intelligent solutions that are best for your business