1. First Technology provides a broad
spectrum of multi-faceted Managed
Services offerings that are tiered in order
to best suit the specific needs of your
business. With our wide reach and years
of industry experience, we assure best
practice support structures by utilising
ITIL, MOF and PRINCE2.

2. First Technology Managed Services 1
CONTENTS
What are Managed Services 02
The benefits of Managed Services 03
What we offer 04
Our approach 05
Managed Helpdesk 06
Managed Workstations 07
Managed Servers 08
Managed Networks 09
Wi-Fi as a service 10
Managed Printing 11

3. 2 First Technology Managed Services
WHAT ARE
MANAGED
SERVICES
Managed Services are the strategic
outsourcing of certain day-to-day
IT functions and responsibilities
like server, workstation, network
and printing management to a
Managed Services provider. An
increasing number of companies
are employing Managed Services
to compliment and collaborate
with their IT departments to help
increase profitability and free up
valuable IT resources in order to
focus on core strategic projects.
MANAGED
SERVICES
AD-HOC
SUPPORT
MANAGED
HELPDESK
MANAGED
WORKSTATIONS
SPECIALIST
CONSULTANCY
MANAGED
PRINTING
OUTSOURCING
MANAGED
SERVERS
PROJECT
MANAGEMENT
MANAGED
NETWORKS

4. First Technology Managed Services 3
THE BENEFITS OF
MANAGED
SERVICES
Immediate access to certified,
experienced and vendor accredited
engineers and technicians
Remote or
on-site delivery
according to
specific needs
Initial assessment to baseline
and stabilise the existing IT
environment
Monitoring of critical
IT resources and 24/7
standby support
There are numerous benefits to using Managed Services, and a First Technology account manager will
ensure you get maximum value, along with personalised service and support. Our Managed Services
offering creates an efficient, reliable and up-to-date IT environment by utilising optimum service and
resource delivery, giving you true peace of mind.
All-encompassing Service
Delivery Management
Proactive problem solving
reduces or eliminates
down-time
Comprehensive
reporting and
analysis
Individually optimised and tiered offerings
ensure increased profitability, predictable
IT spending and accountable service
High priority
customer
service status
Taking advantage
of standardisation
and automation
Freeing up
of valuable
in-house IT
resources

5. 4 First Technology Managed Services
WHAT WE
OFFER
MANAGED HELPDESK
• ITIL compliant helpdesk delivering
incident, request and change
management
• First Line troubleshooting, basic
fault resolution and standard
request fulfillment
• Instant password resets and
account unlocks
• Universal ticket routing, tracking
and escalation
• Third Party and customer service
resolution management
• Incident and request statistics reporting
MANAGED
WORKSTATIONS
• Secure and remote workstation
monitoring with minimal to no
user interruption
• Direct user access to help desk
from workstation
• User-approved remote desktop control
for instant assistance
• Hardware and software
troubleshooting and fault resolution
• Workstation builds, moves and
software installation, both physical
and remote
• Preventative maintenance,
optimisation and problem solving
• Proactive and scheduled OS patch and
security updates, software licensing
and anti-virus management
• Asset warranty status and inventory
reporting
• Identification and analysis of exposure
areas and improvement opportunities
MANAGED SERVERS
• Advanced availability and
performance monitoring including
OS/hardware-specific event
management
• Proactive detection, troubleshooting
and resolution of server virtualisation
host, application server and storage
faults
• Root cause analysis, reporting
and resolution
• Preventative maintenance and
optimisation
• Identification and analysis of
exposure areas and improvement
opportunities
• Configuration planning,
implementation and management
MANAGED NETWORKS
• Advanced availability and performance
monitoring including event
management including OS
• Proactive detection, troubleshooting
and resolution of core and edge
switches, router, firewall, Wi-Fi access
point and controller faults
• Root cause analysis, reporting and
resolution
• Configuration planning, implementation
and management
• Identification and analysis of exposure
areas and improvement opportunities
• WAN Optimisation
WI-FI AS A SERVICE
• Cloud-ready centralised administration
of wireless access points
• Compliance reporting of network usage
and statistics
• Secure and protected access point-to-
cloud connections
• High security packages with integrated
WIDS, WIPS and spectrum analysis
• Wireless network monitoring and
threat detection
MANAGED PRINTING
• Centralised management and proactive
monitoring of printer and scanner
infrastructure and consumables
• Hardware installation, servicing and
lifecycle management
• Efficient and predictable printing costs
with cost-saving processes
• Detailed reporting of operating statistics
• Removed technical support and help
desk risks
• Follow-you printing for secure and
privately printed documents
MANAGED SERVICE
DELIVERY
• Service delivery management for any
or all Managed Service offerings
• Detailed dashboard view of entire
device infrastructure
• Problem management
• Service lifecycle management, service
reviews and improvement
• Management of IT service providers,
both internally and externally

6. First Technology Managed Services 5
OUR
APPROACH
Assess
Detailed analysis of
the business and
current IT environment,
reporting on issues and
actionable items
On-board
Initial maintenance
activities, projects and
resolution required to
stabilise and baseline
the environment
Ongoing monitoring,
maintenance, resolution
and change designed to
keep systems working
optimally
Manage
Proactively seek to
apply industry best
practices, security
hardening and fine
tuning for IT systems
Protect
Optimise
Automation
technology to keep the
infrastructure optimised
and manual, repetitive
labour down to a
minimum

7. 6 First Technology Managed Services
MANAGED
HELPDESK
FEATURES
• ITIL compliant helpdesk delivering incident, request and change management
• First Line troubleshooting, basic fault resolution and standard request fulfillment
• Instant password resets and account unlocks
• Universal ticket routing, tracking and escalation
• Third Party and customer service resolution management
• Incident and statistics reporting
A well-run helpdesk is an invaluable
tool in the smooth running of your
business. We offer comprehensive
Managed Helpdesk services that
are ITIL compliant and provide
detailed reports on incidents,
requests, routing and escalation.
Our relationships with strategic third
party service providers allow for
fast and efficient troubleshooting
and resolution of both simple and
complex problems.
TO BE UPDATED
Example of Managed Helpdesk

8. First Technology Managed Services 7
MANAGED
WORKSTATIONS
Workstations facilitate the nitty
gritty work required to run your
business operation. Our Managed
Workstations solution offers
continuously optimised workstations
by monitoring potential problems
and proactively acting to reduce
user interruption to the minimum.
Through careful lifecycle monitoring
and identifying improvement
opportunities we ensure that your
workstation infrastructure remains
up to date and secure.
FEATURES
• Secure and remote workstation monitoring with minimal to no user interruption
• Direct user access to help desk from workstation
• User-approved remote desktop control for instant assistance
• Hardware and software troubleshooting and fault resolution
• Workstation builds, moves and software installation, both physical and remote
• Preventative maintenance, optimisation and problem solving
• Proactive and scheduled OS patch and security updates, software licensing and
anti-virus management
• Asset warranty status and inventory reporting
• Identification and analysis of exposure areas and improvement opportunities
Example of Managed Workstations

9. 8 First Technology Managed Services
MANAGED
SERVERS
Managing your servers on a daily
basis can take valuable time away
from focussing on important
projects. With our Managed Services
offering we ensure your servers are
healthy and secure by monitoring
and proactively detecting,
troubleshooting and resolving
potential server-related issues. Our
expert event management, exposure
and improvement opportunity
analysis and implementation
gives you peace of mind that the
information heart of your business is
running smoothly.
FEATURES
• Advanced availability/uptime and performance monitoring including operating
system and hardware-specific event management, baselining and escalation
(including vendor)
• Proactive detection, troubleshooting and resolution of faults for:
- Generic Windows servers such as domain controllers or file servers
- VMware and Hyper-V virtualisation hosts
- Specialised infrastructure application severs such as Veeam or Microsoft Lync
- Storage arrays or devices such as SAN or NAS
• Root cause analysis, reporting and resolution
• Identification and analysis of exposure areas and improvement opportunities
• Real-time access to support and remote control tools
• Warning and error signals with in-depth troubleshooting
Example of Managed Servers

10. First Technology Managed Services 9
Example of Managed Networks
MANAGED
NETWORKS
As a critical part in the flow of
information within your business,
the optimal functioning of your
network is of utmost importance.
We ensure a safe, secure and
reliable network solution that
ensures your network performs
at its optimum level, while
keeping network interruption to a
minimum.
FEATURES
• Advanced availability/uptime and performance monitoring including operating
system and hardware-specific event management, baselining and escalation
(including vendor)
• Proactive detection, troubleshooting and resolution of faults for:
- Layer 2 edge switches and Wi-Fi access points / controllers
- Layer 3 core switches, dedicated routers and firewalls
- Riverbed WAN optimisation and network / application performance management
- Wi-Fi as a service
• Root cause analysis, reporting and resolution
• Planning and implementation of configuration changes in line with the
customer’s change management and configuration management processes
• Identification and analysis of exposure areas and improvement opportunities
TANET HINET ASCC TWAREN TWGATE TWGATE2
TANET6K WAN2 WAN1
CC7K
EE6K
Dep6K
IM6K
Server6K
Dorm7K
Dorm6K
Social6K NTURWA6K
campus-ap
TA-
NET-WEB
dorm198 dorm199 dorm197
NFS DB
Boy4 Girl4 Girl6 Boy2
Changshin
dorm4506
Shuiyuan
Boy7 Boy6 Boy6 GirlA Girl5 Girl9 R3
R1Girl Boy1 Boy3 Boy5
GirlB
Girl1
Girl2
Girl3
Girl8
R1Boy
SCE-Changshin
SCE-Shuiyuan
TANET-Schools
51 / 0 / 0
EE6509
1 / 0 / 0
IM6509
30 / 0 / 0
dorm6k
1 / 0 / 0
R1Boy
11 / 0 / 0
campus-ap
dorm_nfo
campus-web
N7K-1-WAN
N7K-1-LAN
Rx: 779 Mbps
Tx: 867 Mbps
Rx: 355 Mbps
Tx: 631 Mbps
Rx: 591 Mbps
Tx: 435 Mbps
Rx: 217 Mbps
Tx: 7.59 Mbps
Rx: 797 Mbps
Tx: 290 Mbps
Rx: 820 Mbps
Tx: 352 Mbps
Rx: 1.18 Gbps
Tx: 257 Mbps
Rx: 1.04 Gbps
Tx: 673 Mbps
Rx: 595 Mbps
Tx: 319 Mbps
Rx: 762 Mbps
Tx: 246 Mbps
Rx: 443 Mbps
Tx: 361 Mbps
Rx: 363 Mbps
Tx: 325 Mbps
Rx: 266 Mbps
Tx: 76.1 Mbps
Rx: 166 Mbps
Tx: 82.4 Mbps
N7K-2-WAN
Rx: 142 Mbps
Tx: 180 Mbps
Rx: 212 Mbps
Tx: 125 Mbps N7K-2-LAN
Rx: 274 Mbps
Tx: 208 Mbps
Rx: 138 Mbps
Tx: 179 Mbps
Rx: 128 Mbps
Tx: 123 Mbps
Rx: 135 Mbps
Tx: 99.3 Mbps Rx: 308 Mbps
Tx: 127 Mbps
Rx: 340 Mbps
Tx: 97.5 Mbps
Rx: 410 Mbps
Tx: 220 Mbps
Rx: 440 Mbps
Tx: 181 Mbps
Rx: 296 Mbps
Tx: 58.2 Mbps
Rx: 235 Mbps
Tx: 180 Mbps
Rx: 236 Mbps
Tx: 167 Mbps
Rx: 20.3 Mbps
Tx: 290 Mbps
Rx: 53.2 Mbps
Tx: 23.4 Mbps
Rx: 10.1 Mbps
Tx: 19.4 Mbps
Rx: 1.2 Mbps
Tx: 12.7 Mbps
Rx:30.8 Mbps
Tx: 15.2 Mbps
Rx: 11.4 Mbps
Tx: 37.7 Mbps
Rx: 103 Mbps
Tx: 23.2 Mbps
Rx: 92.4 Mbps
Tx: 18.6 Mbps
Rx: 20 Mbps
Tx: 33 Mbps
Rx: 52 Mbps
Tx: 38 Mbps
Rx: 12.4 Mbps
Tx: 4.75 MbpsRx: 35.6 Mbps
Tx: 26.4 Mbps
Rx: 204 Mbps
Tx: 9.9 Mbps
Rx: 14.8 Mbps
Tx: 4.47 Mbps
4 Mbps
2 Mbps
6 Mbps
1 Mbps
Rx: 33.4 Mbps
Tx: 21.7 Mbps
Rx: 43.8 Mbps
Tx: 23.3 Mbps
Rx: 76.2 Mbps
Tx: 25.4 Mbps
Rx: 53.6 Mbps
Tx: 33.7 Mbps
Rx: 1.86 Mbps
Tx: 4.72 Mbps

11. 10 First Technology Managed Services
HOW DOES IT WORK?
Wi-Fi is delivered as a simple OPEX
service offering, but SLAs can be
customised to meet your specific
business needs and technical
requirements. The service is
designed around high performance
access points (AP) on your premises,
while management and control
systems are based in the cloud.
WI-FI AS A
SERVICE
Wi-Fi as a service, also known as
cloud managed Wi-Fi, has shown
exponential growth in popularity
in recent years. First Technology’s
cloud-ready Wi-Fi solution enables
you to create your own enterprise-
wide Wi-Fi network that is simpler
and more cost-effective than
traditional Wi-Fi networks.
BENEFITS
• Scalability: Pay-as-you-grow
model means your network and
access capability can be scaled
according to demand
• Market-leading BYOD solution:
Control who accesses data
services in your network, when,
and with what device
• Lower costs: No costly investment
in WLAN hardware required
• Security: Wireless data and
management traffic is protected
by strong encryption. Flexible
architecture means private data
can be kept locally at a customer
site or securely transported over
public/private networks
• Guest services capability:
Guest traffic is isolated from
internal traffic, tunnelling within
local network ensures virtual
separation of internal and guest
traffic for regulatory compliance
• Flexible: Cloud managed
Wi-Fi supports centralised
and distributed topologies for
onboarding
FEATURES
• Cloud-ready centralised
administration of wireless access
points
• Compliance reporting of network
usage and statistics
• Secure and protected access
point-to-cloud connections via
a secure tunnel that serves as
the default AP configuration
parameter
• High security packages with
integrated WIDS, WIPS and
spectrum analysis
• Wireless network monitoring and
threat detection
• Role-based authorisation and
configuration
• Authorisation of network use
• BYOD pre-assessment,
onboarding and guest services
LOCATION OF WI-FI
NETWORK
Every business has different business
needs, technological requirements
and security risks. In lieu of this First
Technology offers various options for the
location of your Wi-Fi network. The most
popular scenarios are as follows:
PURE CLOUD
In this environment, each customer is provided with a
virtual network in the cloud, completely isolated from
the networks of other customers. All services, such as
network management, access control and wireless are
provided by appliances located within this network.
HYBRID CLOUD
An example of a hybrid scenario is a wireless controller
located at the customer’s premises, while network
management and access control are located in the
cloud. This option may be chosen if centralised wireless
topologies are required and the reliability of the Managed
Service Provider’s customer link is questionable.
ON PREMISE
Network management, access control and wireless
connectivity are all located at the customer’s premises.
This is a suitable solution if bandwidth is constrained.
It also helps to keep routers and firewall configurations
simpler.

12. First Technology Managed Services 11
MANAGED
PRINTING
Example of Managed Printing
Did you know that printing and
imaging cost the average company
up to 8% of its annual revenue?
Many of these costs are invisible
and unnecessary. We’ll take
away the headaches of running
your printing environment, cut
costs by as much as 30% and
free up around 70% of your IT
department’s time spent on
printer support.
FEATURES
• Full responsibility of the entire printing infrastructure, including desktop printers,
multi-functional printers and scanners
• Supply, installation, servicing and lifecycle management of intelligent hardware
• Proactive monitoring of device errors, toner & cartridge levels and paper
consumption
• Efficient and predictable printing costs with savings as much as 30% by reducing
paper (rules-based printing), toner and power consumption
• Detailed reporting of operational printing statistics
• Removed technical support and help desk liabilities
• Follow-you printing that guarantees privacy and security of printed information by
sending jobs to a central queue and released only by user access card or pin code

13. 12 First Technology Managed Services
Can you afford not to use
our Managed Services?
INCREASE
• Customer and user service levels and quality
• System uptime, performance and efficiency
• Cost predictability
• Access to a pool of highly qualified technicians
• Transparency of IT performance
REDUCE
• Downtime and loss of productivity
• Total cost of IT management
• Resource and skills shortage related constraints
• Security and compliance exposure
• Repetitive and ineffective methods

14. 16 First Technology Managed Services