SunGard Higher Education Central Help Desk

2www.sungardhe.com Central Help Desk (CHD) - Overview  General Overview  Receive tier 1 (1 st call) IT help desk calls into Maitland, FL  All calls answered live – No IVR  Dedicated toll free line per client  Custom answer script - “private label”  All work is recorded in site’s Help Desk Online (HDO)  Provide Tier 1 help desk support and triage all other issues to site. Currently Support:  All Major ERPs and several minor ones  All Solutions (Lotus Notes, Exchange, GroupWise, Web Mail)  More Desktop apps than can be listed  Most major CMS applications (Angel, WebCT, Blackboard)  Provide basic How-To level instruction  Team & technician based call routing for higher probability of repeat technician contacts  Professional in-depth training program for all new hires (3 week training regiment)  Scaleable to meet peak call demands  Robust and Redundant Telecomm Infrastructure

3www.sungardhe.com Central Help Desk Telephone Infrastructure

4www.sungardhe.com CHD Performance Metrics  2005 Performance Metrics  Number of schools supported53  2005 calls240,000+  Average speed to answer (ASA)<30 sec  CMS first call resolution rate96%  CHD first call resolution rate73%  QA Response Rate8.0/9.0  Value Proposition  Higher & consistent customer service at a lower cost  Scale and depth of skills to meet seasonal demand  Increased Support hours to meet expanding needs of Faculty, Staff & Students  Defined Service Level Guidelines & reporting  Scale and depth of skills to support new technologies

5www.sungardhe.com

6 Central Help Desk (CHD) - Offerings  Faculty & Staff Help Desk  24 x 7 Help Desk (best value)  8 – 5 (or any X – Y M-F hours) plus optional weekend hours  Student Help Desk  Always 24 x 7 Help Desk  CMS Help Desk (WebCT, Blackboard, Angel, etc))  Always 24 x 7 Help Desk

7www.sungardhe.com Course Management Systems  Remote CMS Management  Physically hosted in your Data Center  CMS Administration  Course Administration  Enrollment Management  CMS System Administration  Hardware and OS Management  Application Management  24 x 7 Help Desk  Hosted CMS  Physically hosted in our Data Center in Orlando, FL  CMS Administration  Course Administration  Enrollment Management  CMS System Administration  Hardware and OS Management  Application Management  24 x 7 Help Desk