Company Capability

Overview

Contents

1. Introduction……………………………………………………………………………………………………

…

1

2. About Concorde……………………………………………………………………………………………… 2

3. Who We Are.…………………………………………………………………………………………………… 2

4. Our Values………………………………………………………………………………………………………. 2

5. Putting Customers First…………………………………………………………………………..………. 2

6. Customer Satisfaction…………………………………………………………………………….……….. 3

7. Our Culture……………………………………………………………………………………………..………. 3

8. Our People……………………………………………………………………………………………...………. 3

9. Why Choose Concorde……………………………………………………………………………………. 4

10. Who We Serve………………………………………………………………………………………..……….. 5

11. Our Premises………………………………………………………………………………………….………... 6

12. What We Offer………………………………………………………………………………………..………. 7

13. IT Support……………………………………………………………………………………………….……….

7-11

14. Virtualisation…………………………………………………………………………………………..……….

…

12-15

15. Storage……………………………………………………………………………………………………………

…

16-21

16. Unified Communications………………………………………………………………………..……….. 22-27

17. Managed Services…………………………………………………………………………………………… 28-34

18. Infrastructure…………………………………………………………………………………………………… 35-40

19. Our Partnerships……………………………………………………………………………………………… 41-53

20. Commercial Information…………………………………………………………………………………. 54-56

21. Health and Safety Policy Statement………………………………………………………………… 57

22. Environmental Policy Statement……………………………………………………………………… 58

23. Quality Policy Statement………………………………………………………………………............... 59

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Introduction

Welcome to the Concorde IT Group Capability and Competences Document.

Inside you’ll find information about our business and legal requirements including health

and safety and quality control. Other sections detail our company accounts, our resources

and facilities, our environmental policy and other essential commercial information.

We hope to have included all the relevant information to assist you in selecting Concorde IT

Group as your partner of choice but if you have any further queries or require further

information, please contact us using the key contact details below.

Concorde IT Group is one of the UK's leading IT Support and Managed Service Providers.

With 100 staff located in offices throughout the UK, the business delivers cost effective IT

support, solutions and 24x7 managed services to support the existing IT function of small,

medium and large enterprises.

We are committed to customer service and dedicated to helping our customers outperform

their competition.

Having formed strategic alliances with some of the industries most influential and innovative

manufacturers in the world, we are able to deliver first class solutions with unrivalled levels of

customer service.

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About Concorde

Concorde IT Group is a leading UK IT Services and IT solutions system integrator. We help

small, medium, enterprise and public sector organisations address IT hardware and software

sourcing challenges and innovate with new technology solutions and exciting services.

We provide valued IT solutions and services to corporate and public sector organisations in

the UK, trade with over 2000 longstanding customers and employ over 100 people from six

operational centres. Our current turnover is approximately £12 million.

Our bright and hard-working team is bursting with enthusiasm and have a passion to do a

great job. Exceptional feedback in our recent annual survey suggests that our customers

agree.

Who we are

Unlike some businesses in our industry, we’re absolutely sure of who and what we are. We’re

proud to say we’re one of the UK’s best IT resellers and not ashamed to admit we’re good at

sourcing, delivering and supporting IT from the smallest to most complex solutions.

As a truly independent organisation with high level vendor relationships, we pride ourselves

on delivering unbiased and honest guidance for all our customers IT requirements.

Our Values

We care passionately about two key things – outstanding employee satisfaction and class

leading customer service. We believe one very much drives the other.

Concorde’s success has been built on providing many years of exceptional levels of customer

service. We pride ourselves on listening, our responsiveness, agility and flexibility; in short,

ease of doing business.

Putting Customers First

Our customers are our number one priority and we are totally committed and dedicated to

customer satisfaction by always delivering on our promises. This customer driven culture

demands excellent communication and service. Over the years, we have established a proven

track record as a trusted business partner and advisor to large and small businesses across

the UK.

Testament to our passion for putting the customer first is the fact that we have retained a

number of our very first customers who are still as happy with our service after 28 years of

successfully supporting them through partnership.

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Customer Satisfaction

We care massively about what our customers think of us and what we do. That’s why last

year we introduced our “Service Excellence” poll. We polled our customers across several

areas of our business, including an annual survey, so that we could find out how well we’re

performing and to learn how we can do better or what our customers would like to see next.

Here are the highlights from this year’s 1580 respondents:

• Over 98% of those surveyed said that overall, they’re either satisfied or very satisfied

with Concorde as a company to do business with.

• 64% use us regularly for hardware supply.

• Over a third work with us on security based solutions.

• Over a quarter seek our assistance for complex storage and networking solutions.

We’re very proud of these results and feel it demonstrates our Service Excellence ethos.

Our Culture

Many businesses strive to keep their customers satisfied but precious few realise that first,

they must have satisfied employees. We recruit the most intelligent, hungry, hard-working,

determined and motivated people, give them fantastic training, great surroundings and look

after them exceptionally well.

We promote clear open communication and do everything to foster this. One key example of

how we achieve this is our weekly company meeting, which is held consistently to share

news and progress.

Our People

We think our people are the best and the biggest differentiator for Concorde. Why?

Because they have the drive, energy and enthusiasm to succeed. Success doesn’t come easy

though and passion alone isn’t enough – inter-personal skills, flexibility, discipline and a very

strong work ethic are all found in abundance at Concorde. We believe these attributes help

make us friendly and easy to deal with.

We’re extremely proud of the 100 strong team we have assembled. We go to great lengths

to find and recruit our people including our apprentice scheme. Once on board, we ensure

we look after them which in turn engenders outstanding loyalty and exceedingly low

attrition.

Concorde is one of the UK’s leading independent providers of IT infrastructure services and

solutions. We advise customers on IT strategy and implement the most appropriate

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technology from a wide range of leading vendors, managing their technology infrastructures

on their behalf.

Why Concorde?

With over 28 years’ experience, our success is founded upon four factors: proven expertise;

the highest level accreditations; breadth of capabilities and the ability to provide high

value/low risk advanced technology.

Our breadth and strength in the market enables us to deliver against all customer business

expectations and requirements. We employ over 100 staff including professional services

consultants, field engineers and accredited solution engineers who cover all of our key

alliance partners (please see below).

Who we serve

Our customers include small, medium and enterprise size commercial businesses, schools,

health care trusts, Government agencies, nationwide utility providers and several worldwide

and Europe wide blue-chip companies.

We span all types and sizes of organizations. Besides using modern online technologies and

the traditional over the phone methods, we reach and serve our customers through our

national sales force, independent agents and approved business partners. We are incredibly

proud to have a number of our very first customers still with us as after 28 years of

successfully supporting them through partnership.

Don't just take our word for it...

With our 28 years' experience in our industry, our customer portfolio and best of breed

relationships reflect our sustainability and growth. Our culture means that we are enhancing

services and continually improving our processes in response to what our customers need.

Our track record demonstrates we do what we say, on time and on budget.

Our Premises

Concorde IT Group’s corporate head office encompasses our Northern Repair and

Integration Centre and Logistics and Materials Centre. These facilities are located on single

secure site close to Junction 40 on the M1. Concorde also has a further five nationally

located offices combining sales, service and operations facilities across the UK, all with

regional materials and workshop repair facilities placing us in an ideal position to service our

customers anywhere in the UK and in to Europe.

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What We Offer

We provide the most diverse array of business process and IT outsourcing support and the

industry’s broadest portfolio of technology, services and software.

IT Support

Concorde IT Group’s services provide organisations with access to multi-skilled resources

that complement their internal teams. Our services extend from maintenance, IMAC and ad-

hoc support to providing trained operations staff and service desk analysts to work as part of

a customer’s internal team.

Scalable: Concorde provide support through fixed term contracts and 'on-demand', to

address peaks in workloads. Our services are delivered as and when you need them via

onsite engineers, shared service engineers or our field engineering service.

Accountable: On-site resources and services are supervised by ITIL accredited service

managers who will ensure agreed outcomes are met. These service managers utilise our ISO

accreditation and processes to work effectively and manage workloads, increasing

productivity and reducing costs.

Consistent: Our processes are ISO 90001 quality standards accredited and our staff

members are security cleared and fully trained. Service levels can be tailored to specific

requirements to minimise downtime and safeguard business continuity.

Key benefits

With access to flexible, reliable on-site resources and effective maintenance services,

businesses can safeguard the delivery of core IT services and change projects. Concorde’s

Support and Maintenance services facilitate:

Cost reduction: Our services are tailored to customer needs, flexing the level of

maintenance and support required. Concorde offers flexible and aggressive pricing

structures to help you take advantage of the most cost-effective solution and can itemise

resources and project information to help simplify charge-back.

Access to skills: Concorde can fulfil all of your IT support needs through a single source,

eliminating the need to manage multiple contractors and agencies. Our engineers and other

on-site personnel are quick to adapt to new processes which helps to minimise costs and

maximise results.

Simplification and risk avoidance: Concorde can provide a single point of contact for

integrated services reducing the risk and complexity of managing multiple suppliers.

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Workshop Repair Services

From our Technical Repair Centres in Leeds, Northampton and Scotland, we offer a in and

out of warranty comprehensive fault finding and repair service for a wide variety of IT

equipment from most manufacturers; from laptops, PC’s, servers and printers to plotters,

LCD screens, projectors and tape drives, networks and wireless.

We offer a no fix no fee policy (excluding diagnosis) and all equipment sent for repair will in

the first instance be checked by an engineer who will provide a detailed estimate and gain

customer approval before any repairs are carried out.

Most items can be turned around in 5 days or less and all work is guaranteed for 90 days

from the date of repair. A fully secure insured collection and return service can be arranged if

required.

Service Desk

The main Concorde Customer Service Centre based in the UK is a state-of-the-art

operational delivery and service management hub supporting organisations around the

county, around the clock and is ISO 9001 Quality Management accredited.

Our service desk and network operations centre (NOC), coordinates all aspects of Concorde

Maintenance services such as proactive IT infrastructure monitoring, remote end user

support, field engineer scheduling, nationwide parts logistics and offsite repairs. Concorde’s

scalable dedicated and shared service desk solutions will help organisations balance quality

and cope with demand

Better results for a lower cost

Concorde will help you optimise your IT support operation with a responsive and cost-

effective service desk. As a result, customers will be able to:

Make financial savings: Concorde’s shared service delivery model and industrialised

approach maximise efficiency and induce lower service desk costs. We utilise ITIL

methodology to reduce calls volumes and the need for second and third line support which

not only saves money but also improves response times and incident resolution rates.

Safeguard productivity: Based on guaranteed outcomes and agreed service levels, our

service desk solutions minimise downtime for users resulting in greater efficiency and

satisfaction levels.

Drive change: Concorde’s service desk solutions are highly scalable and can be quickly

adapted to support more users, applications or geographies based on evolving business

needs.

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Remote Support

Concorde can monitor your systems and infrastructure around the clock to maximise

performance and availability, quickly detecting potential problems and generating alerts to

avoid downtime and errors that can disrupt your operations. Problems are avoided,

computers function correctly and people remain productive.

If problems occur, we respond within minutes. To maximise uptime, our highly trained

technical support engineers deal with incidents by phone with remote control options

enabling access to systems for resolution.

In addition to handling commonplace, essential management tasks, our remote support

service includes reporting bottlenecks that lead to sluggish operations and other difficulties,

with additional options for our professional services to make assessments to help minimise

downtime and maximise systems resilience in the future.

Maximum uptime and minimum business disruption with transparent performance and

reliability of your IT infrastructure. Benefits of this service include:

Peace of mind; provided by expert remote management from our expert engineers

who cover all disciplines and products.

Improved employee productivity; less system downtime, interruptions and

operating costs and the management time on your existing IT estate is reduced.

Assured protection; against virus attaches, intruders and hackers-protecting systems

and data.

Proactive 24/7/365 remote monitoring; detects issues, provides alerts and enables

action before serious impact. We offer various service options with fixed response

times depending on the urgency.

Expert systems administrators manage your infrastructure; including servers,

routers, network applications and more. Engineers restart monitored services and

processes to return to normal service as quickly as possible.

Remote application updates; server administration and backups at agreed times

maintain system availability along with restarting failed backups.

Complete patch management; can be routine but essential tasks including, disk

defragmentation, temporary file deletion, scheduled reboots and application support.

Secure connectivity via a dedicated endpoint; remote monitoring uses a secure

platform, encrypted connections and change management for swift and safe

transitions and altered thresholds. Our Monthly reports include details of all alerts

and how they were handled.

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Hardware Maintenance

Concorde IT Group's Hardware Maintenance services have been designed to support your

most important day-to-day IT hardware, allowing you to make the most efficient possible

use of your in-house technical resources.

For any modern business, IT systems and networks are subject to great pressure by users

during core business hours with the most-pressed hardware equipment being desktop PC's,

mobile laptops, printers and servers. Along with communications equipment, these are

essential assets on which users depend on to do their jobs efficiently.

We offer various degrees of hardware cover, from normal office hours to full 24x7x365

depending on your equipment and business requirements. Over 50 engineers and technical

staff are available throughout the UK to assist your IT team. Once a call has been logged we

strive to return the equipment to service within a set agreed time.

We can also base a dedicated engineering resource on your site as an extension of your own

IT team. This ensures there is only minimal delay between call logging and resolution.

Benefits include:

Guaranteed repairs 24x7

Your IT department freed to concentrate on critical IT issues

Cost-effective bespoke contract with choice of SLAs

Dedicated on-site engineers

Logistics support and project management

IP Telephony Support

A communication breakdown costs money and no successful business can afford extended

downtime with the potential loss of customers and clients.

As one of the UK’s leading communications specialists, we have the experience and

nationwide reach to provide hassle-free maintenance and support programmes on Avaya,

Cisco, NEC, Mitel, Samsung, LG and Ericson equipment to ensure that your telecom systems

remain secure and reliable. Whether you are a small business working from a single site or a

larger company with a multi features phone system, we are able to provide maintenance

support packages to meet your business needs.

Our highly skilled technicians are located throughout the UK and offer the capability to

provide a 24/7 installation and maintenance service. With over 30 years' experience, we have

the knowledge, expertise and the people to provide an exceptional level of service and

support to our customers.

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IMACD’s

Installations, Moves, Additions, Changes and Disposals

Concorde’s IMACD service is designed to provide access to skilled resources across a range

of vendors to deliver a rapid and cost effective model to manage Installs, Moves, Additions,

Changes and Disposal (IMACD).

IMACD services are provided by regionally located engineers and the service is designed to

complement remote diagnostic facilities (Service Desk) and Hardware Maintenance Support

Services.

IMACD services from Concorde are co-ordinated and can be delivered via a single point of

contact with activities combined and customised to meet your specific business and IT

requirements.

Services available include:

Installs (New Configuration) - The provisioning of new hardware pre-configured with the

base installation of the operating system and core office products. The service includes

unpacking, commissioning and testing of the new equipment and handover to the user.

Some basic desk side training may also be given (i.e. login, core programme locations, etc.)

Moves (Relocation) - During normal business as usual activities, office moves within

buildings and relocation to new premises are often a requirement. The IMACD service

provides resource to undertake this activity and can be supported by additional scheduling

services.

Adds (Additional Services) - Where a customer has disparate office locations or a

requirement for a global change to the core client environment (such as a new client

application) but does not have automated toolkits or network capacity to provision these

remotely, IMACD services are able to provision cost effective skilled resources to manually

deploy the requirement.

Changes (Reconfiguration) - Where customer has disparate office locations or a

requirement for a global change to the core client environment (such as a version upgrade)

but does not have automated toolkits or network capacity to provision these remotely,

IMACD services are able to provision cost effective skilled resources to manually deploy the

requirement.

Disposal (Removal) - Whether part of a refresh cycle or as part of business as usual activity,

IMACD services can be used to recover assets as staff leave a company. We offer a wide

range of services that include full WEEE services and secure destruction of data if required.

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Virtualisation

Overview

Concorde IT Group's virtualisation consultants work with many leading organisations to

design, plan and implement virtualisation solutions that revolutionise how businesses

purchase and utilise computing resources.

By aggregating IT hardware into a flexible pool of resources, including CPU, memory, storage

and networking, IT departments can provide computing resources on demand.

Our virtual servers and virtual desktop solutions allow you to host multiple operating

systems and multiple applications locally and in remote locations, freeing you from

traditional physical and geographical limitations.

Virtualisation Specialists

Concorde IT Group is vendor independent however we do hold some of the industries

highest virtualisation accreditations such as:

VMware Enterprise Partner

Microsoft Hyper V Specialist

Citrix

Desktop Virtualisation

Many organisations look beyond their server infrastructure to see how desktop virtualisation

(VDI) could bring efficiency and cost savings to the business. Typically, the drivers for moving

to virtual desktops include:

o Easier to deploy new software (OS upgrades and apps)

o Reduction of desktop management complexity

o Reduction of desktop infrastructure procurement costs

o Lower overall TCO for desktop inventory

o Improve security and control of the desktop environment

o An enabler for “bring your own PC” initiatives.

We help our customers achieve these goals through a blended approach which recognises

that just as organisations may have many types of user with differing requirements, so the

solution for each may vary.

Full VDI, application streaming, stateless desktops and dedicated virtual machines through to

roaming profiles and folder redirection are all components of a solution. Our differentiator is

our understanding of your requirements and producing appropriate solutions.

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Our designs incorporate best of breed solutions from the industry leaders such as VMware,

IBM, Microsoft and Citrix.

Key Areas addressed Desktop Virtualisation

o Migration of desktops to your datacentre

o New desktop operating systems can be managed centrally with no

potential maintenance overheads

o True hot desking can be supported without the requirement for

laptops

o Benefits for disaster recovery by providing end users with a true

desktop that can be accessed from anywhere

o Hardware resources can be rationalised with pooled resources

efficiently working to deliver computing power to the end user

o A thin client has a longer refresh cycle than a desktop because it is

extremely reliable with no moving parts and is end-user replaceable

Server Virtualisation

The traditional approach to IT architecture is to dedicate a server for every service. This

achieved the architectural goal of avoiding co-dependant systems but at a cost of server

proliferation and underutilisation. The industry average utilisation of CPU is under 10%

across the server infrastructure.

Virtualisation allows these costs to be significantly reduced by abstracting the operating

system and applications from the hardware layer into “containers”. The virtualised containers

can then be run independently on host platforms with dynamic load balancing to ensure

maximum utilisation. In a typical server virtualisation project, a consolidation ratio of 10:1 can

be achieved giving you a substantial reduction in the cost and footprint of your server estate.

Virtualisation of servers is, however, not all about cost reduction. By virtualising, you can also

provide much greater capability for the provision of IT services especially in the context of

high availability and business continuity. Because servers have become files or containers,

they can now be replicated and moved to ensure that services are backed up and able to be

restarted or moved to new servers should there be a problem with the underlying physical

hardware.

Key areas addressed using server virtualisation

Server consolidation

High availability and business continuity

Business continuity and disaster recovery

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In summary, server virtualisation can be used to eliminate server sprawl for a more efficient

use of server resources, to improve server availability, to assist in disaster recovery, testing

and development and to centralise server administration, therefore reducing your overall IT

costs.

Virtualisation Assessment

Assess the capacity of your IT infrastructure and gain insight into resource utilisation,

developing a virtualisation roadmap for server containment and consolidation.

Our virtualisation assessment can help you plan for capacity optimisation and design an

optimal solution to achieve maximum performance. It collects comprehensive resource

utilisation data in heterogeneous IT environments and compares it to industry standard

reference data to provide analysis and decision support modelling.

We will assess the following:

Number and type of servers in production and planned expansion

Which roles do they serve: application, database, web, file and print

Current and predicted number of users

Identify issues with your current infrastructure

Age and cost of support

How much of your existing infrastructure can you virtualise

Do you want to streamline any processes

How many servers do you need

Identify under-utilised resources and incorporate applicable hardware into

the design

Monitor usage patterns and peaks for accurate system sizing

Virtualisation Management

The virtual environment is different than that of the physical environment and challenges

such as change management and capacity planning take on new importance. Concorde can

help solve these challenges through our partnership with Veeam software.

We recommend an innovative and comprehensive reporting and monitoring solution from

Veeam, an Elite VMware Technology Alliance Partner, which develops products for virtual

infrastructure management and data protection. This solution provides enterprise reporting,

change management and capacity planning/trends in your virtual environment. It also

monitors performance, resource consumption and workload across hosts, clusters and data

stores through alerts, reports or real-time monitoring dashboards.

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The Veeam Management Suite is a set of industry-leading solutions for VMware backup and

management, designed to provide significant cost savings, increase administrator

productivity and mitigate daily management risks for VMware deployments of all sizes.

Veeam Reporter™ allows you to automate documentation, track changes,

identify under - or over-utilised resources, and restore configuration

settings, providing the detailed reports you need to control your virtual

environment.

Veeam Monitor™ provides 24x7 monitoring and alerting and a comprehensive,

performance-oriented view of your virtual infrastructure that complements

vCenter Server.

Veeam Business View™ works with other Veeam products to provide business

categorisation of your VMware environment, with the ability to group, view

and manage VMs by business unit, department, location, service level, or

any criteria you define.

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Storage

Efficiency is at the heart of Concorde; we build it into every solution we deploy.

The design and provision of storage and data management solutions has been core to the

successful growth of Concorde over the last 25 years. Concorde is renowned in the industry

for its data storage expertise and is focused on helping customers eliminate complexity,

reduce operating costs and simplify the operational management of the data storage

environment.

In project terms, this typically translates into the following project types:

Storage consolidation and virtualisation

Tiered storage platforms

Continuous Data Protection (CDP)

Backup consolidation

Disk based backup (D2D, VTL etc.)

Data deduplication

Email archiving

File lifecycle management

Disaster recovery and business continuity

Cloud storage, backup and DR services

Data management reporting

We work with a variety of Strategic Partners including:

NetApp

HP

IBM

Cisco

MirrorVAULT

Laptop Backup

Remote, mobile working is now common practise and has become an essential element of

business continuity plans. However, the increased usage of laptop computers also introduces

business risk in terms of lost devices, corrupt files and failed backups.

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Laptop backup overcomes the short falls often associated with standard data backup

processes and the benefits include:

o Continuous data protection; allows the user to roll back to a

previous file version and doesn’t rely on the presence of an internet

connection or server link.

o Certificate based data encryption; adds an additional layer of

protection, encrypting your files from the point of backup to the

point of recovery.

o Data de-duplication; this technology ensures that you only pay for

what you actually need to store helping you to control your costs.

o Tiered service plans; gives you the option to define the file types

that you would like to include in the backup.

o Inclusive disaster recovery; ensures that the encrypted files are

transferred to a data centre enabling us to recover (at your request)

files to a virtual desktop, USB stick, DVD, etc.

o Transparency to the user; it runs continually in the background and

does not impact on the computers performance.

o Reduced risk; the certificate based encryption minimises the risk of

data being compromised whilst in transit or store.

o Cost control; you only pay for what you store and only store what

you need.

SAN Storage:

Digital information is a critical component of business today and the volume of information

that needs to be captured and managed grows every day. It often has to be accessed around

the clock, even when administration tasks like system backup are needed. To keep up with

today’s business challenges, storage solutions need to be more flexible, intelligent and easier

to manage.

Concorde works with technologies that help to optimise your infrastructure conserve energy

and improve your business processes and results.

A Storage Area Network (SAN) will bring benefits by:

Reducing the resources used to manage and protect your data.

Consolidating inefficient distributed storage solutions.

Integrating servers from a variety of vendors.

Reducing your backup window time with faster backup–restore processes.

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Providing the hardware foundation for your Disaster Recovery solution by

creating a scalable, resilient and highly available platform for applications

and data.

Working in partnership with HP and NetApp, Concorde offers essential, up to date SAN

solutions that deliver significant business gains and cost savings. Combining cutting edge

technology with the expertise of our fully accredited consultants, we deliver the highest

quality solutions and best possible outcome for your IT investment.

“The detailed proposal helped us to gain quick approval from our management committee and

board members. Concorde’s excellent skills and professional services team provided a dynamic

solution to our problem. The entire implementation, from planning to deployment, took no

longer than three months”

Online Continuous Backup

Our MirrorVAULT service provides continuous data protection to guarantee recovery from

any intra-day losses.

Designed for critical file systems, it provides a continuous back-up solution to prevent the

loss of data generated throughout the day. Traditional technologies provide back-up on a

24-hour batch basis, leaving data created during the day vulnerable to loss.

The solution sits in the background and makes copies of changes in your system and data

files as they happen so that if disaster strikes, you can essentially turn back time. Continuous

back-up is different from traditional back-up in that you don't have to specify the point in

time to which you would like to recover until you are ready to perform a restore.

Traditional back-ups can only restore data to the point at which the back-up was taken. With

continuous back-up, there are no back-up schedules. When data is written to disk, it is also

asynchronously written to a second location over the network.

With our MirrorVAULT continuous back-up solution, you nominate the files that are to be

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backed up instantly offsite. Should an application crash or a failure occur, you are able to

restore the most recent file version with a few clicks of a mouse.

Concorde will provide the right solution for you. There are a number of dependents to be

considered: application, platform, network connectivity, and recovery options. Continuous

back-up technologies are complex and need to be designed into the existing infrastructure.

Data/File Archiving

If you are an existing NetApp customer, you should consider our DataVAULT data protection

services. It’s an offsite disk to disk backup solution that utilises NetApp’s highly efficient and

reliable Snapvault technology. With DataVAULT, you gain speed and reliability and lose the

cost and burden of managing a day to day backup operation.

Here are a few specific benefits of our DataVAULT service:

Faster backup; it takes minutes rather than hours or even days.

More reliable backup; 100% success rates are the norm.

Smaller backup footprint; transferring only new or incremental data minimises

network traffic and reduces the disk capacity needed by approximately 90%

Reduced tape usage; ability to store days, weeks, months or even years of backup

online reducing or even eliminating tapes altogether.

Fast recovery; native format backups enable users to browse and restore and deliver

fast applications plus virtual machine recovery.

Reduced admin overheads; policy based backups automatically manage and maintain

your back up files.

No more backup windows; backups can be run at any time with no impact to your

business systems.

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Disaster Recovery

Recover your data within minutes using our Disaster Recovery services. We can restore your

entire IT infrastructure into a virtual server environment located at your primary site, DR site

or in one of Concorde's data centres giving you the peace of mind that your systems are fully

recoverable in the face of disaster.

If an unforeseen event takes place and your data is in some way lost or corrupted, your

equipment does not have to be immediately replaced. Backup technology will help execute a

carefully laid out disaster recovery plan with the reassurance that your data is safely stored in

tier 4 data centres.

Both onsite and offsite Disaster Recovery solutions are available and unlike many providers,

regular DR tests are carried out for your business so that an efficient Disaster Recovery Plan

can be formulated. Every recovery process is documented so all parties know the exact

procedure to follow in the event of a disaster.

If the worst happens, it is crucial that the Recovery Time Objectives (RTO) and Recovery Point

Objectives (RPO) have been clearly defined during your Disaster Recovery tests to ensure

that your operations are fully recovered as efficiently as possible.

Onsite Disaster Recovery

For companies who already have their own redundant infrastructure in place or for those

who require an environment to recover to, we can provide fully tailored onsite Disaster

Recovery solutions. This will provide the instant ability to recover a single server or an entire

network.

If your business already has an environment set up, we can develop a solution to protect as

many live servers as required. In the event of a disaster, they will help you recover to this

infrastructure and get your company back on its feet as quickly as possible. Assistance in

developing a realistic Disaster Recovery Plan is provided with documented procedures on

the recovery on each and every live server.

For those companies who have no redundant infrastructure in place, we can provide a virtual

environment ready to recover to. This will be fully tailored to your requirements based on the

number of live servers protected, operating systems and applications. Then as above, we will

perform a full DR test to document the recovery process.

Offsite Disaster Recovery

Disaster can strike at any time. A company that does not have a sound contingency in place

can be exposed to prolonged downtime causing loss of revenue and irreversible damage to

its reputation. We can keep this downtime to an absolute minimum and keep your business

functioning as normal.

Within our primary data centre, we have implemented a Flexpod using a VMware suite

running on market leading NAS platform NetApp and Cisco UCS servers. This provides us

with the capacity to carry out full recovery of hundreds of customer servers at any time. The

offsite DR solution, called Virtual Disaster Recovery, eliminates the need for companies to set

up their own infrastructure to restore to in the event of a disaster.

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We can protect as many servers as you require and in the event of a disaster, these can be

recovered into the virtual environment. These servers are then made available via a secure

internet connect or VPN. As the solution is hosted, any number of users can connect in from

anywhere in the world allowing your business to continue operating.

Nationwide DR Seats

For many companies, relocating staff in the event of a disaster is crucial for a business to

continue to function. Concorde can therefore provide nationwide Disaster Recovery seats.

Businesses can choose from hundreds of locations so in the event of a disaster, staff can be

relocated at short notice. We will then provide full remote access to your company’s servers

and your business can continue to operate. The remote offices are available from one staff

member or hundreds as pricing is based on the number of users or seats.

o Complete recovery of entire environments.

o Secure access to your environment from any internet connection in

the world.

o Free annual disaster recovery testing.

o Full documentation of the DR test.

o Simple, straight forward pricing.

o Access to a nationwide network of DR centres.

o Worldwide data centres.

o 24/7 support and monitoring available.

o Dedicated account management.

o Proactive support, remote/phone/email.

o Assistance in meeting any regulatory compliant (FAS, PCI and

Freedom of Information).

o ISO 9001 and 27001 certified.

o Only use recommended market leading solutions.

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Unified Communications

The concept of unified communications is quite simple; it allows messages to be sent using

one form of communication and received using any other that is used by the business. This

improves agility and responsiveness and enables more efficient and effective day to day

operations. Concorde can bring these different forms of communication together for you.

Most businesses make use desktop phones, mobile phones, email, voicemail, SMS text

messaging and instant messaging. But most of these solutions are entirely distinct and

separate so a caller may end up leaving messages on both the office and the mobile

voicemails and sending both an email and a text to the individual they are trying to reach.

Wouldn’t it make sense if they could leave or send just one message which the intended

recipient would then receive immediately on whatever device or service they had chosen to

use at that particular moment?

This is what unified communications does. It notifies you as soon as someone is trying to get

in touch with you, whatever device you are using at the time and wherever you are working.

You can always be available; whether you are away from the office, in a meeting or on the

move and allows you to respond straight away if you need to.

As well as making individuals and businesses more efficient and productive, unified

communications saves time (and therefore money) and helps you to improve customer

service and satisfaction.

Concorde has developed considerable knowledge and experience in analysing customer

needs and in designing and delivering unified communications solutions that achieve a

range of benefits and more.

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We have highly developed skills in Microsoft, Avaya and Cisco technologies and make use of

sophisticated tools and solutions to ensure we unify communications in the right way for

your business, linking together individuals, contact centres, central offices and branches in a

single, end-to-end infrastructure. We bring together best-of-breed products to create

solutions that match your needs and will make a real difference to your business every day.

Services and solutions we offer:

Calls, Lines and SIP

IP Telephony

Hosted IP Telephony

Call Recording

Corporate Instant Messaging

Conferencing and Collaboration

Networking Services

Networks, communications and security have evolved over the years with technologies now

sharing the infrastructure that they communicate on and so we have developed a suite of

products and services that we call Unified. Our Unified solutions help you use and benefit

from integrated systems.

We deliver business changing networks, communications solutions and security solutions

and services for customers seeking more effective unified communication and security

solutions. By combining best-of-breed solutions from many of the world best vendors with

years of Concorde expertise, we ensure your people are connected in the fastest, reliable,

secure and most productive ways.

Whatever your current technology status, Concorde will work with you to create a single

unified and integrated architecture that delivers true unified services to your business

Reliable low-cost telephony for your business

Concorde provides business telephone systems to businesses across the UK working with

world-leading manufacturers to offer a full range of telephony systems tailored to your

needs. We cater for any business of any size, with a diverse product range from basic two

user phone systems through to multi-feature systems.

When we say our competitively-priced portfolio includes featured PBX telephony through to

advanced hosted VoIP, we mean we cover everything from traditional solutions to the most

cutting-edge. Want to embrace the new with IP telephony but keep your old phone system?

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We can supply hybrid VoIP solutions and keep things as simple or as sophisticated as you

need them to be.

IP Telephony

Telephony has transitioned from traditional analogue through digital and now to the

accepted and mature IP telephony, responsible for a communications transformation that

threatens to turn communications on its head.

Whilst replacement of the traditional PBX and handsets with IP delivers a number of benefits,

this phase alone serves only to replicate any existing system with a platform that can support

the true benefits of IP. It is the addition of the integrated applications and advanced features

that enable staff to begin to communicate more effectively.

Advanced telephony applications can be introduced to transform communications with

features that make voice, video, messaging and collaboration as simple to use as telephony

has been. By further adding telephony control, availability information and the preferred

method of communication into everyday applications such as the email client or your CRM

system, we empower the employees with real time up to date communications.

Concorde can offer telephony services that provide reliable, high quality voice calls with the

ability to offer numerous additional applications and integrate with existing PBX’s and

business applications

Networking

The network is the foundation for communications infrastructure on which organisations

increasingly rely for success. Concorde designs, builds and supports IP based networks that

optimise communication, connectivity and bandwidth through a single core infrastructure,

enabling you to operate in the most efficient manner possible – whatever business you are

in.

Every Concorde network is designed with the sole purpose of supporting your organisation.

Each solution we provide is bespoke and has been designed to provide the Quality of Service

(QoS), bandwidth and security your organisation needs to deploy powerful voice, data and

converged applications.

When designing any network solution, we take the time to understand our clients’ business

challenges so that they have a platform that will enable them to modernise and grow easily

and quickly, reduce the cost and complexity of doing business and increase the quality of

customer interaction.

Cabling Services

We offer services that cater for all your business requirements and have over 20 years’

experience in this area.

Data cabling is a highly skilled job and at Concorde, we practice the very highest standard.

Our team of professional cable installers and technicians deliver an unprecedented level of

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workmanship. We can assist in all areas as our service covers the planning, implementation,

testing and auditing of cable solutions.

We can deliver complete solutions or add cable runs to existing installations, from a simple

network point test to the installation of a fully operational system. We offer a range of

warranties depending on the contract, a standard 12/24 month manufacturer’s guarantee or

alternatively, on certain fully managed contracts, we can offer a fully warranted system with a

25 year guarantee.

Local Area Networks

Our local area network (LAN) services offer peace of mind and a secure, reliable and

maintained network without the need for specialist internal IT knowledge or resources. The

services, which cover the full range of LAN administration, configuration, management,

support, monitoring, and maintenance activities, can be delivered on site or remotely. We

believe that it is important that the devices that make up the network are secure from

unauthorised access and so therefore apply industry standard security practices to fully

secure your network.

Before taking on the support of your LAN, we carry out a full LAN audit to ensure

supportability and to provide any recommendations for improvements. We can also provide

a remote monitoring service: every network device is constantly monitored to ensure service

availability and efficiency levels are maintained.

Wide Area Networks:

These services include a management service of your wide area network (WAN). This service

includes monitoring, liaison with the third party WAN provider, patch cable management,

change management, security monitoring and reporting, router and switch back up

management and remote access support.

WAN Optimisation

We also offer deployment, support and management of WAN optimisation technologies

such as WAN Accelerators and Wide Area File Servers.

Wireless Networks

Our wireless network services cover the full range of remote controller and access point

configuration, management, support, monitoring and maintenance activities which are

delivered remotely.

Converged Communications

The adoption of IP as the communications protocol of choice has revolutionised how

business voice services are delivered. Organisations no longer need to invest and manage

two independent communications systems for their business. Our customers can now deploy

voice services over their existing data networks to achieve better value and significantly

improve business productivity.

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Managed Internet and WAN Services:

Concorde supplies connectivity; from simple managed ADSL broadband to leased lines,

Private Wide Area Networks and MPLS to cater for single site to large multisite companies.

All of our connections are actively monitored for connectivity 24/7/365 at our Network

Operations Centre (NOC) with visual and email notifications as standard as well as SMS

notifications for critical links.

Choose from the following options to most suit your company:

Managed ADSL Broadband – this is most suitable for single site companies and companies

requiring a simple setup and connection, those with limited budgets and those who can

afford downtime. These services have the option of a managed Cisco router and various

service levels to suit, from Home, Business or Premium Business, with the option of enhanced

care, guaranteeing a 20 clock hour fix in the event of a fault

Leased Lines - for businesses requiring reliable connectivity and the least amount of

downtime possible. This gives clients a 1:1 contention ratio achieving high performance

through a reliable connection with ADSL as an automatic failover and as low as a 4 hour fix

Service Level Agreement (SLA).

Wide Area Network (WAN)/Virtual Private Network (VPN) - for security conscious

companies with fewer than 10 sites, Concorde provides a WAN/VPN Connection. This is a

highly secure, encrypted connection that can be flexible and established using firewalls

connected to managed internet connections, either DSL or leased line.

Private Wide Area Network (PWAN) and Multi-Protocol Label Switching (MPLS) -

Concorde offers a cost effective alternative for companies with more than 10 sites, delivering

a more cost effective and simple solution using a private network dedicated to the customer.

Concorde customers benefit from unrivalled expertise in the provision and optimisation of

business-class connectivity services. With Concorde, you not only have access to new levels

of available bandwidth but we can also help you utilise your connectivity to better achieve

your business goals.

Domain name registration and hosting

Email hosting

Hosting

ADSL, SDSL

Bonded ADSL

Fibre to the cabinet (FTTC)

Ethernet first mile (EFM)

Leased lines and MPLS

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Unified Security

In today’s information age, the need for continuous internet connectivity cannot be denied.

As an individual user or as an employee within a business, blended threats are waiting to

attack you by identifying one vulnerable moment when your defences are low. These can be

viruses, malware, spam, trojans and insider attacks like data theft and leakage and so

securing you, the user, becomes critical. How do you ensure continuous security against

sophisticated IT security threats?

Concorde's Unified integrated identity-based security solutions can secure your every move

at work, at home and whilst you travel from network gateways to the endpoints. It binds

security with your identity and works as your private security guard even when you are away

from work or at home. Its endpoint security protects your sensitive data by securing your

endpoints, storage devices and controlling applications.

Traditionally many experts are needed to monitor each security product to keep your

information safe and secure whilst maintaining a working guard for your business critical

information. This requires synchronisation between products which will multiply both time

and man hours. This is not beneficial to your business needs, causing confusion, and

ultimately an attack on both your information and budget.

Using the very latest in SonicWALL, WatchGuard, Cryptocard and Cisco technologies,

Concorde bring you Unified Security - a complete 8 Layer security solution stack that can

monitor the information security plain without the boundaries of cost and time.

Our Unified Security provides customers with the full end to end security stack from user

data to the data centre but instead of traditional individual security products and provides a

fully integrated and managed service that give your business the assurance that you are

protected 24x7.

Our Unified Security covers:

o Firewalls

o Anti-spam

o Anti-virus

o Web security, social networking and virus attacks

o Intrusion prevention

o Email encryption

o Data leakage prevention

o Endpoint encryption

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Managed Services

FLEXCloud

Concorde IT Group has invested significantly in our FLEXCloud service which offers a flexible

range of off premise solutions powered by lead technologies from Cisco, NetApp and

VMware to create our FLEXCloud architecture.

FLEXCloud offers a truly consumption based model suitable for any organisation wishing to

adopt the latest innovations without capital expenditure. Drawing on over 25 years of

delivering high level infrastructure solutions, expertise is accessed in every aspect of our

service even extending beyond our data centre facilities.

Whether it’s helping to manage an entire data centre, hosting key business applications or

running entire networks from our shared data centre infrastructure, our economies of scale

mean that we are able to provide expert support, change and incident management whilst

constantly updating technology without the often-prohibitive costs that were previously

associated with such a high level of service.

Our infrastructure is available in any combination of the following: on premise or off premise,

dedicated or shared, in an Opex or Capex model to best suit your business and technology

requirements.

Our current FLEXCloud offerings are:

o Desktop as a Service

o Infrastructure as a Service

o Back Up as a Service

o Disaster Recovery as Service

Managed Security Services

Securing your IT environment is a huge responsibility, particularly when the need for

business continuity, a mobile workforce, distributed applications and new infrastructure

concepts like grid computing all conspire to prevent you from adequately protecting your

network.

And yet the consequences of any potential failure in security can be far reaching and

catastrophic. Indeed, the constant growing body of regulations and third party requirements

have taken the need for effective security measures from the ‘nice to have’ to the ‘must

have’.

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Why Choose Concorde?

As a leading name in IT security, Concorde can:

o Safeguard your organisation against business failure

o Reduce your liability and business risk

o Provide assurance for customers and third parties

o Counter emerging threats

o Protect your organisation’s information assets

Concorde understand that, whatever your business or industry, your security requirements

are unique and we therefore tailor the service we offer accordingly.

With over 20 years’ experience across all industry sectors, we have the all the expertise and

necessary know-how, not only to understand the changing challenges in the security climate,

but to also recommend and provide the appropriate solutions for your particular needs.

Our Security Assessment Service can help you to understand precisely your current

environment and capability. We can then use this assessment, combined with your business

goals, to help you design, plan, install and if required, manage the right security solution for

you.

It’s all about choice

Whether you opt to outsource your basic protection and security requirements or prefer to

keep things on-site, we offer a comprehensive range of standardised or bespoke solutions

which have been designed to greatly reduce your exposure to risk and to give you the

assurance you need to get on with providing an effective IT service to the rest of your

business.

Choose from:

Cloud or on-premise based solutions

Security Assessment Service

Cloud, email and web protection

End point protection

Solutions for anti-spy, anti-virus, anti-spyware, malware, viral challenges, etc.

Host intrusion prevention

Bespoke security services

Application and device control

Service Management and secure email archiving and continuity service

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Remote Monitoring and Management:

Concorde can monitor your systems and infrastructure around the clock to maximise

performance and availability, quickly detecting potential problems and generating alerts to

avoid downtime and errors that can disrupt your operations.

Problems are avoided, computers stay working and people remain productive as when

problems occur, we respond within minutes. To maximise uptime, this includes highly trained

technical support engineers dealing with incidents by phone with remote control options

enabling access to systems for resolution.

In addition to handling mundane though essential management tasks, this service includes

reporting bottlenecks that lead to sluggish operations and other difficulties, with additional

options for professional services to assess and document findings, to help minimise

downtime and maximise systems resilience in the future.

How do you benefit?

Maximum uptime and minimum business disruption-transparent performance and

reliability of your IT infrastructure.

The peace of mind provided by expert remote management.

Expert engineers covering all disciplines and products available on tap.

Employee productivity improved via less system downtime and interruptions.

Operating costs and management time on existing IT estate reduced.

Assured protection against virus attaches, intruders and hackers-protecting systems

and data.

Your internal IT resources are freed up for more value-added and strategic activity.

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As part of the service, the following comes as standard:

Proactive 24/7/365 remote monitoring; detects issues, provides alerts and enables

action before they can have a serious impact: various service options available with

fixed response times depending on urgency.

Expert systems administrators; manage your infrastructure: servers, routers,

network applications and more.

Remote application updates; server administration and backups at agreed times

maintain system availability, along with restarting failed backups.

Complete patch management.

Routine but essential tasks; including disk defragmentation, temporary file deletion,

scheduled reboots and application support.

Secure connectivity; via a dedicated endpoint; all remote monitoring uses secure

platforms and encrypted connections.

Change management; for swift and safe transitions, altered thresholds and to add

new monitors.

Monthly reports; include all alerts and how they were handled.

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Microsoft Office 365 Solutions

Microsoft Office 365 delivers the power of cloud productivity to businesses of all sizes

helping to save time and money. Office 365 combines the familiar Office desktop suite with

cloud-based versions of Microsoft's next generation communications and collaboration

services - Exchange Online, Sharepoint Online and Lync Online. It’s robust, secure and has

the guaranteed reliability you would expect from a world class service provider.

Concorde IT Group is a Microsoft Cloud Accelerate Partner, helping customers better

understand the options to migrate to Office 365. As a trusted advisor, we understand the

complexity of IT systems and have a wealth of experience in guiding customers throughout

the selection and migration process.

We can help you make an informed decision on the right subscription products to match

your specific business requirements and assist you in migrating to cloud services using a risk

free methodology. We also provide on-going support and management of Microsoft cloud

solutions to ensure that you get the most from the valuable benefits.

Office 365 gives you a massive 25 GB Exchange 2010 mailbox in the cloud with all the

benefits you expect from using Exchange. Blackberry, iPhone, Android and ActiveSync

support comes as standard. Shared Contacts and Calendars give you the collaboration tools

you need.

SharePoint online gives you document libraries, wikis and blogs, shared workspaces, process

workflows and intranet portals, all in one hosted service. Easily find organisational resources,

search for corporate information and manage content.

Microsoft Lync is the next generation communications tool giving you enterprise chat, voice

over IP, video conferencing and rich presence indication with your team.

We don’t only consider the easy to migrate services such as email. We have for a number of

years migrated clients line of business servers (i.e. Sage, GoldMine, Act! custom databases,

etc.) to the cloud as well. Once you have embraced moving your email to the cloud, it is

easier to look at decommissioning those other servers you have in the office as well.

If your business or workgroup is becoming more geographically distributed you should look

at whether those other application you host in-house could more usefully be placed on the

internet directly.

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MailSTREAM

Hosted Exchange Business Email

Hosted Exchange 2010 is a secure business-class email messaging and collaboration service

designed to make it possible for you and your employees to work anywhere, at any time.

For businesses of all sizes, the time and resources spent managing email alone can drain IT

resources you’d rather see deployed elsewhere.

Concorde’s Hosted Exchange is a secure messaging and collaboration service that provides

an advanced email system without the need to purchase yet more new hardware or alter

your IT infrastructure. It allows you and your workers to access email, calendar and contact

information from anywhere at any time.

Hosted Exchange demonstrably reduces ongoing operational costs and helps your business

stay flexible because you pay a monthly fee based on the number of actual users, not

licences so your business never pays more than it has to.

With 70% of business data contained inside emails and contacts, reliable backups are

essential and that’s why we include disaster recovery in our service. Daily backups are made

of all emails, shared calendars, contacts and shared folders so that you won’t ever run the

risk of losing valuable business data. You get up to 25 GB of storage per user as well.

Benefit from us being a specialist Microsoft partner and the latest features and functions of

Microsoft’s leading e-mail platform. Concorde can advise on new e-mail set-ups, migrations

and how to maintain the security and integrity of your business e-mail communications.

When it comes to managing Exchange, we make it easy and convenient through a Web-

based portal that gives you full control over user setup without the hassle of needing extra

support or more investment.

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Added to Concorde’s award-winning 24-7 technical support, we believe this is an exceptional

deal when it comes to price, quality, service performance and reliability.

Concorde Hosted Exchange 2010 is provided with the choice of two levels of support, either

administrator or user.

Concorde Hosted Exchange 2010 features:

25GB Mailbox allocation per user

Outlook Web App (OWA)

Award winning anti-virus and anti-spam included

Free ActiveSync "Mobile Push" connectivity for iPhone, Blackberry and

Windows mobile.

24/7 UK based telephone and online support

ISO 27001 accredited, Tier 3+ UK data centres

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Infrastructure

Product Supply - Concorde Connect Online

We are dedicated to sourcing the best technology for our customers. As a specialist in

infrastructure solutions, Concorde provide its customers with products from all of the major

vendors and expert pre sales advice and technical backup comes as standard. If you can’t

find what you need or require advice, please do not hesitate to contact us for a bespoke

solution.

For straight product supply, we make buying IT easy and ensure you bring down your total

cost of ownership. We supply hardware and software from the world's leading vendors with

on-time delivery at competitive prices from our online shop, Concorde Connect Online.

We understand the need to drive standards on an approved set of products and by

forecasting to the manufacturers expected volumes over a given period, we can drive down

costs and improves delivery timescales.

Our Connect shop is a web based application has been developed to match the needs of our

customers and can be rapidly adapted for specific individual business requirements. By

providing customers with a secure e-commerce solution, Connect gives nominated staff real

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time pricing for approved products, creation of quotes, live order status, stock availability

and asset management. Within the reporting functionality, information on the exact

composition of each customer order detailing product, serial and asset numbers, builds,

software licences and location including by department can be obtained and therefore gives

the customer access to a wealth of on line information that would normally have to be

requested.

Orders placed via Connect are sent electronically to Concorde and are imported directly into

the sales and procurement system for immediate processing and without the need for any

re-keying of data. Secure access is provided using a password and user ID only allowing

specific users access to the portal.

Varying access rights can be assigned to individuals as required by the customer, so user’s

access rights can be set to:

Quotations only

Quotations and orders

Reporting

Full access

Connect from a single logon screen can be made available to nominated staff. The system

will allow all authorised customer end users to search by manufacturer’s code or by free text

for none approved corporate products to provide latest pricing and stock availability.

In addition, extra functions are available such as the customer account status (for electronic

invoicing) and the ability to log a return on line.

Real time stock levels are shown including an ETA for goods currently out of stock.

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Other key features that are available are:

Set up of bundles

Favourites for regular ordered items

Latest manufacturer offers

Buffer stock levels (where agreed)

Key benefits of the system are:

Latest pricing

Real time stock availability

Reduced quotation time

On line ordering

Order status

Reduce costs for procurement

Account status and online returns request

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Our Connect system allows the user to search by manufacturer stock code and by keyword

search. Brief and detailed information on the specifications and supported options of the

product can be selected where available. The overview and full details of the specifications

can be selected by clicking on the appropriate tab.

Purchase of Products

For a user to purchase a product, Concorde can set up a specific account which will enable

the user to add a product to the basket. This will then give a running total down the right

hand side of the users screen. User can then select to view the item (and make any

amendments at this point) and then proceed to checkout.

On arriving at the checkout, users can select the required delivery time i.e. next business day

(default) or pre 10:30am, pre 12:00am. Users will be prompted to select confirmation of the

delivery address, invoice address and payment method.

Next Day orders need to be confirmed by 4pm to be guaranteed for next day delivery.

Throughout Connect, there is a link at all points to contact Concorde for help. Dedicated

Account Managers are available to assist where required on any queries by the users.

Licensing Solutions

Software License compliancy is extremely important as vendors focus more and more on the

installed products within a business so it’s essential to be able to show due diligence and

license control.

As a single source supplier for all of your software needs, we offer advice on all vendor

products and license schemes and if necessary, can source one-off licences for usual

products. Our team is highly experienced in delivery logistics, compliance requirements,

contract legalities, and associated product areas such as media fulfilment and

documentation supply.

The management of renewals and maintenance of your purchased software is an ongoing

process. We can manage your software renewals for you and co-terminated and advanced

renewal notifications can be sent to you to remind you of upcoming licencing updates.

Our software management services are not just about ensuring compliance, they also offer

ways to save on costs by enabling our customers to pool licensing for re-use.

Professional Services

As your business changes and technological demands increase, some organisations find that

their IT infrastructure cannot always keep up. Having a business vision is one thing but

turning it into a viable solution is another.

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With expertise across all major platforms and vendors, our Professional Services team has the

strategic knowledge and technical experience to help you align both your business and IT

objectives.

We can deliver complex projects on time and within the agreed budget; from consultancy

through to IT strategy, design and implementation. Through our close strategic partnership

with leading vendors and our investment in training to develop our knowledge of emerging

technologies, we can better support you and help to maximise the return on your existing IT

investments.

Working with you in close collaboration, we can help to create the smart networks your

business demands; a new product strategy, deployment of new software, an upgrade of

existing platforms, resolution of technical issues or the implementation of a new business

solution.

Most projects follow a proven seven step methodology:

Objectives to achieve the customer's vision

Scope definition including locations, integration, training and migration

Interrelated project dependencies

Identifying and working with project stakeholders

Milestones and deliverables

Reporting and communication

Risk management

The provision of resources is, by its very nature, a bespoke service but typical expertise

includes:

General IT engineers

Desktop rollout and support engineers

Network administration and support engineers

Telephony administration and support engineers

Security administration and support engineers

Bespoke application consultants

Technical Architects

Presales and Post-Sales Consultants in IT infrastructure, security, telephony

and network disciplines

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Data Centre Consultants

Cloud Consultants

Transformational Consultants

Project Coordinators and Managers

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Our Partnerships

We have built strong relationships with world-class vendors, partners and resellers, giving us

the practical ability to support best-of-breed solutions for our clients. It's a two-way street:

leveraging our respective skills and resources to benefit our customers.

We add value by integrating advanced technologies with leading-edge services to deliver

simple technology solutions to complex business problems that are delivered on-time and

meet agreed business objectives. Our track record shows we reach the hardest and highest

level accreditations.

Cisco

We work with Cisco to deliver the latest Cisco converged networking solutions. Helping

businesses to gain secure unconstrained connectivity, access real-time applications such as

voice and video and reduce operating expenditures.

In partnership with Cisco we enable businesses to:

Deliver secure, unconstrained connectivity between employees and

customers

Access information and resources from anywhere

Deliver quality, real-time applications, such as voice and video, on a

converged network platform

Automate and manage self-defending networks

Reducing operating costs

Deliver environmental efficiencies

Our long standing relationship with Cisco, level of accreditation and in-depth understanding

of converged networking technologies enables us to deliver complex solutions that meet

customer requirements.

Our Cisco partner credentials:

We have partnered with Cisco for over 10 years

We are a Cisco Select Partner

We have a range of deep specialisations in Unified Communications,

Routing and Switching, Security High Performance Computing and Wireless

LAN

We provide full Cisco consultancy and support services

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We receive excellent Cisco pricing discounts enabling us to offer the best

deal

We run a standards-based approach that assures quality of service

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VMWare

We work with VMware to build complete application ready infrastructures delivering true

business agility to control and optimise the delivery of applications and services across the

network.

In partnership with VMware we enable businesses to:

Reduce the total cost of ownership of their server estate

Gain heat and power savings

Improve their asset utilisation

Increase their operational efficiencies

Improve manageability and gain control of the desktop

Ease application delivery & improve security

Our long standing relationship with VMware, level of accreditation and in-depth

understanding of Virtualised technologies means that we can deliver at all levels from initial

investigations through to complex project implementation and completion.

Our VMware partner credentials:

We have worked in partnership with VMware for over 15 years

We are a VMware Premier Partner and Virtual Service Premier Provider

We have technical and project management skills

We use VMware to run our own business

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DELL

Concorde and Dell work in partnership to offer organisations the latest technologies that

deliver outstanding performance, reliability, security and value.

In partnership with Dell we enable businesses to:

Run high performance cost effective computing

Improve control and manageability of servers

Consolidate server estates to maximise efficiency

Improve service levels and efficiency of operations

Deliver environmental efficiencies

Reduce implementation risks with best-practice methodologies

Our wrap around services enable us to recommend Dell solutions that can reduce the

complexity of managing IT environments and optimise total cost of ownership.

Our Dell partner credentials:

We are a Dell Registered Partner and Service Provider

We receive pricing discounts enabling us to offer the best deal

We are part of the Dell Partner Direct Program specialising in solutions for

SMBs through to Enterprise Architecture

Reduce implementation risks with best-practice methodologies

We have proven expertise in designing, deploying and supporting solutions

for Dell servers, storage, desktops and laptops.

61 39

Microsoft

Concorde and Microsoft work with organisations to deliver efficient, high value/low risk

solutions that offer superior functionality, ease of use, integration and reliability.

In partnership with Microsoft we enable businesses to:

Reduce and manage IT costs and complexity

Increase staff productivity and decrease travel using the latest collaboration and

messaging tools

Fully utilise server and desktop virtualisation

Reduce implementation risks with best-practice methodologies

Deliver environmental efficiencies

Gain more from their Microsoft licence agreements

Our packaged and customised services deliver fit-for-purpose applications and solutions;

from planning, building and proof-of-concept to implementation and ongoing operations,

with the goal of minimising risk and maximising ROI throughout.

Our Microsoft partner credentials:

We have partnered with Microsoft for over 20 years

We are a Microsoft Gold Partner and Cloud Partner

We are a Microsoft Services Ready Partner - giving us access to pre-tested,

repeatable offerings and best practices developed by Microsoft Services.

61 40

Hewlett Packard

Concorde has been working with HP for over 20 years providing organisations with the latest

technology solutions which help to improve efficiency, drive down cost and create flexible

infrastructures that support evolving business requirements.

In partnership with HP we enable businesses to:

Procure, configure, deploy, support and even retire HP solutions in a cost-

effective and efficient way

Improve service levels and efficiency of operations

Improve control and manageability of servers

Reduce implementation risks with best-practice methodologies

Deliver environmental efficiencies

Consolidate server estates to maximise efficiency

Concorde is involved in integrating and supporting advanced technology solutions on the

HP platform, we are authorised to deliver warranty support on HP products across the UK.

Our HP partner credentials:

We are a HP Authorised Services Delivery Partner and HP Gold partner

We have proven expertise in designing, deploying and supporting solutions

for HP's servers, storage, desktops, laptops, software and services

61 41

Lenovo

Concorde and Lenovo work with organisations to deliver exciting products and services to

meet our customers' needs. As a Lenovo Premium Business Partner, we are able to deliver at

all levels from initial investigations through to complex project deployment and completion.

In partnership with Lenovo we enable businesses to:

Procure, configure, deploy and support Lenovo solutions in a cost-effective

and efficient way

Improve control and manageability

Improve service levels and efficiency of operations

Reduce implementation risks with best-practice methodologies

Gain heat and power savings

Achieve greater performance from their computing environment

Our capabilities extend well beyond the general supply of Lenovo laptops, desktops,

monitors and servers.

Our Lenovo partner credentials:

We are a Lenovo Premium Business Partner

We are a Lenovo Authorised Warranty Service Provider

We offer a full deployment service including asset management, gold

image and configuration

We provide full Lenovo consultancy and support services

61 42

Avaya

Concorde provides Avaya telephone systems to businesses across the UK, working with

Avaya to offer a full range of telephony systems tailored to your needs. We cater for any

business of any size, with a diverse product range from basic two-user phone systems

through to multi-feature systems.

In partnership with Avaya we enable businesses to:

Design, procure, configure, deploy and support Avaya solutions in a cost-

effective and efficient way

Improve control and manageability

Improve service levels and efficiency of operations

Reduce implementation risks with best-practice methodologies

Our service capabilities extend well beyond the general supply of Avaya Telephony Solution.

Our Avaya partner credentials:

We are can offer full Avaya Service s from Hardware Support to full

managed services

We offer a full deployment service including asset management, and

configuration

We provide full Avaya consultancy and support services

61 43

Veeam

Concorde provides Veeam solutions, working with Veeam to offer a full range of backup and

replication technologies tailored to your needs..

In partnership with Veeam we enable businesses to:

Design, procure, configure, deploy and support Veeam solutions in a cost-

effective and efficient way

Improve control and manageability

Improve service levels and efficiency of operations

Reduce implementation risks with best-practice methodologies

Our long standing relationship with Veeam and our level of accreditation and in-depth

understanding of Virtualised technologies means that we can deliver at all levels from initial

investigations through to complex project implementation and completion.

Our service capabilities extend well beyond the general supply of Avaya Telephony Solution

Our Veeam partner credentials:

We are a Gold Veeam Partner and a Veeam Service Partner.

We offer a full deployment service including asset management, and

configuration

We provide full Veeam consultancy and support services

61 44

NetApp

Concorde and NetApp work in partnership to deliver innovative storage and data

management solutions that help customers accelerate business breakthroughs and achieve

outstanding cost efficiency.

In partnership with NetApp we enable businesses to:

Procure, configure, deploy and support NetApp solutions in a cost-effective and

efficient way

Store, manage, protect, and retain their data

Reduce their data centre footprint by 50%

Boost storage utilisation by 200% and storage system performance by up to

400%

Deliver environmental efficiencies

Reduce implementation risks with best-practice methodologies

We adopt a consultative approach including the customer at every stage to ensure the

correct solution is implemented. We not only help design and implement, but also service

the NetApp solution, from beginning to end.

Our NetApp partner credentials:

We are a NetApp Silver Partner

We have a long standing partnership with NetApp

We have a dedicated Specialist Storage Team

We offer a broad portfolio of NetApp solutions for business applications,

storage for virtual servers and disk-to-disk backup

We have proven NetApp expertise and repeatable methodologies

We have successfully deployed NetApp solutions to customers of varying

size within the UK, from large corporates, such as finance institutes, to

medium enterprises and educational institutes.

61 45

IBM

Concorde and IBM work in partnership to deliver solutions to organisations that improve

service, reduce cost, manage risk and provide greater performance - enabling acceleration of

business growth.

In partnership with IBM we enable businesses to:

Procure, configure, deploy and support IBM solutions in a cost-effective

and efficient way

Build resilient infrastructure helping avoid loss of data and business

productivity

Reduce implementation risks with best-practice methodologies

Deliver environmental efficiencies

Reduce costs, maximise data usage, free up resources and stay ahead of the

competition

Achieve greater performance from their computing environment

Our long standing relationship with IBM, level of accreditation and in-depth understanding

of IBM technologies enables us to accurately define customer requirements, design

appropriate solutions, configure, build and implement.

Our IBM partner credentials:

We have partnered with IBM for over 8 years

We are a IBM Premier Partner

We have proven expertise in designing, deploying and supporting solutions

for IBM's servers, storage, desktops, laptops, software and services

Our configuration services mean that we can deliver install ready

equipment

61 46

WatchGuard

Concorde and WatchGuard work with organisations to deliver the latest Unified Threat

Management and Remote Access solutions. Helping businesses to gain secure unconstrained

connectivity, access real-time applications such as voice and video.

Concorde have been a WatchGuard Expert Partner for over 10 years, in fact we were the first

in the UK and it is only awarded to partners who demonstrate the highest level of technical

and sales skill across the WatchGuard range.

Our Expert partner status means that we have the knowledge and experience to understand

your needs and recommend the WatchGuard Solution that is right for your business.

Concorde has helped small businesses, charities, large enterprise’s and public sectors

organisations choose, deploy and support the right WatchGuard solution for them

In partnership with WatchGuard we enable businesses to:

Deliver secure, unconstrained connectivity between employees and customers

Access information and resources from anywhere

Deliver quality, real-time applications, such as voice and video, on a converged

network platform

Automate and manage self-defending networks

Reducing operating costs

Deliver environmental efficiencies

Our services include:

Helping you to source the right product for your business at a competitive

price.

Design the solution implementation through pre sales technical support.

Deploy all aspects of the solution from firewalling and remote secure access

to Web & Email security, IPS, Gateway AntiVirus and Application Control all

in a single appliance.

Provide a mix of support options to suite your business to maintain your

security either as a fully managed service or via assisted support.

61 47

SonicWall

Concorde and SonicWALL work with organisations to deliver the latest SonicWALL

Security, Remote Access, Backup and WAN Acceleration solutions. Helping businesses to

gain secure unconstrained connectivity, access real-time applications such as voice and

video.

In partnership with SonicWALL we enable businesses to:

Deliver secure, unconstrained connectivity between employees and

customers

Access information and resources from anywhere

Deliver quality, real-time applications, such as voice and video, on a

converged network platform

Automate and manage self-defending networks

Reducing operating costs

Deliver environmental efficiencies

Our long standing relationship with SonicWALL, level of accreditation and in-depth

understanding of Unified Security technologies enables us to deliver complex solutions that

meet customer requirements.

Our SonicWALL partner credentials:

We have partnered with SonicWALL for over 10 years

We are a SonicWALL Gold Partner

We are the UK's only SonicWALL Accredited MSP

We have advanced specialisations in Security, WAN Acceleration, CDP

Backup and Wireless LAN

We provide full SonicWALL consultancy and support services

We receive excellent SonicWALL pricing discounts enabling us to offer you

the best deal

We run a standards-based approach that assures quality of service

61 48

Commercial Information

Registration Details:

Registered Company Name:

Concorde Informatics Technology Group Limited

Trading Address:

Concorde IT Group

Concorde House

Wakefield Road

Ossett

Wakefield

WF5 9JS

Tel: 08432 480000

Fax: 08432 480011

Email: info@concordeitgroup.com

Company Registration Details:

Date of formation and registration: 1st August 1985

Registration number: 01935856

Banking Details:

Lloyds TSB

1 Westgate

Huddersfield

West Yorkshire

HD1 2DN

Company Accountants:

Brown Butler Limited

28 Saint Paul’s Street

Leeds

West Yorkshire

LS1 2JT

61 49

Concorde Key Contact Details:

Neil Roberts

Group Managing Director

08432 480101

07886 123450

neil.roberts@concordeitgroup.com

Matthew Wood

Group Sales Director

08432 480109

07841 817100

matthew.wood@concordeitgroup.com

Kieran Trimmer

Group Finance Director

08432 480132

07777 000000

kieran.trimmer@concordeitgroup.com

Finance Details:

Accounting year end 31 December

Audited Accounts:

Available upon request

Certifications

ISO 9001

VAT registration number: GB566954096

Insurance Details

Insurance Company: Hiscox Ltd

Policy Number: 1756832

Employers Liability

Date of Commencement of Insurance 1st August 2012

Date of Expiry of Insurance 31st July 2012

Limit of Indemnity £10,000,000

61 50

Public and Products Liability

Date of Commencement of Insurance 1st August 2012

Date of Expiry of Insurance 31st July 2012

Limit of Indemnity £10,000,000 any one occurrence (in aggregate in respect of Products

Liability)

Professional Indemnity

Policy Number: 13404P11

Date of Commencement of Insurance 1st August 2012

Date of Expiry of Insurance 31st July 2012

Limit of Indemnity £10,000,000 any one claim, defence costs in addition

Accreditations

Concorde IT Group uses systems and process that will ensure compliance with the following

standards:

• ISO 9001 –2000

61 51

HEALTH AND SAFETY AT WORK ETC. ACT 1974

HEALTH AND SAFETY POLICY GENERAL STATEMENT

Concorde IT Group regards the promotion of Health and Safety measures as a mutual

objective for Management and Employees at all levels. It is therefore the Management's

Policy to do all that is reasonable to prevent personal injury and damage to property and to

protect everyone from foreseeable work hazards, including the public, in so far as they come

into contact with Concorde IT Group, its operations and buildings. In particular, this

Management has a responsibility:-

to provide and maintain safe and healthy working conditions, taking account of any

statutory requirements;

to provide training and instruction to enable employees to perform their work safely

and efficiently;

to make available all necessary safety devices and protective equipment and to

supervise their use;

to maintain a constant and continuing interest in health and safety matters applicable

to Concorde IT Group’s activities, in particular, by consulting and involving employees

or their representatives wherever possible.

All employees have a duty to co-operate in the operation of this Policy;

by working safely and efficiently;

by using the protective equipment provided and by meeting statutory obligations;

by reporting incidents that have led or may lead to injury to people or damage to

property, plant or equipment;

by adhering to Concorde IT Group’s Procedures, for securing a safe workplace;

by assisting in the investigation of accidents with the objective of introducing new

measures to prevent a recurrence.

A copy of this statement, together with procedures will be displayed in suitable areas. The

Policy will be continually reviewed by the Management and amended or added to as

appropriate. This document contains additional policies and procedures in support of this

statement. This Policy will be reviewed in 12 months time, unless anything instigates a

change which necessitates it to be reviewed sooner.

Signed:

61 52

ENVIROMENTAL POLICY STATEMENT

We are committed to providing a quality service in a manner that ensures a safe and healthy

workplace for our employees and minimises our potential impact on the environment. We

will operate in compliance with all relevant environmental legislation and we will strive to use

pollution prevention and environmental best practices in all we do.

We will:-

integrate the consideration of environmental concerns and impacts into all of our

decision making and activities,

promote environmental awareness among our employees and encourage them to

work in an environmentally responsible manner,

train, educate and inform our employees about environmental issues that may affect

their work,

reduce waste through re-use and recycling and by purchasing recycled, recyclable or

re-furbished products and materials where these alternatives are available,

economical and suitable,

promote efficient use of materials and resources throughout our facility including

water, electricity, raw materials and other resources, particularly those that are non-

renewable,

avoid unnecessary use of hazardous materials and products, seek substitutions when

feasible, and take all reasonable steps to protect human health and the environment

when such materials must be used, stored and disposed of,

purchase and use environmentally responsible products accordingly, where required

by legislation or where significant health, safety or environmental hazards exist,

develop and maintain appropriate emergency and spill response programmes,

communicate our environmental commitment to clients, customers and the public

and encourage them to support it, strive to continually improve our environmental

performance and minimise the social impact and damage of activities by periodically

reviewing our environmental policy in light of our current and planned future

activities.

Every employee is expected to follow this policy and to report any environmental, health, or

safety concern to Concorde management. Managers are expected to take prompt action.

Signed:

61 53

QUALITY POLICY STATEMENT

Our mission is to deliver premier service and ensure that we are the natural choice of our

clients.

Our principal aim is to always supply our clients, high quality installation and maintenance

services that complies with current electrical standards and legislation within the UK, and

meets or exceeds customer requirements.

The establishment of a Quality Management System (QMS) is therefore the foundation to

establish a company culture based upon continuous quality improvement.

The QMS is based on the requirements of BS EN ISO 9001:2008. Concorde IT Group is

committed to fulfilling these requirements. The system has been developed to enable full

integration of in-house, client and legislative specific requirements.

The aims of the QMS are to prevent quality defects or potential quality defects at the earliest

stage possible. This in turn improves the overall efficiency of the organisation and assists in

the achievement of the formulated quality objectives.

The QMS will ensure that all products and services will meet customer specification and

provide satisfaction with regard to product reliability, quality, delivery and customer service.

Top management will formulate quality objectives at least annually, during management

review meetings and will ensure the routine monitoring, measurement and achievement of

set objectives.

Signed: