CNS Overview 2009

Confidential

SPEED ACCURACY INTEGRITY

www.contingent.com

SPEED, ACCURACY, INTEGRITYSPEED, ACCURACY, INTEGRITY

A National Networking and Communications Services Company

Executive OverviewJanuary 2009

Confidential


www.contingent.com

SPEED, ACCURACY, INTEGRITY

Contents

Company Overview Who We Are

What We Do

What Makes Us Different

Our History

Overview of Our Services Standard Services

Managed Services

Confidential


www.contingent.com


Who We Are A Large Enterprise Managed WAN and VoIP Provider

(Managed Services):

Best-in-class circuits, hardware, software, remote and field support – all from one vendor – to optimize clients’ WAN performance and provide VoIP services worldwide

Not a carrier or VAR – technology, equipment and circuit provider neutral

Our Clients’ “IT Plumber” On Call 7x24x365(Standard Services):

Design, deploy and support ALL types of WAN and LAN infrastructures

If it’s part of a network or connected to one, we can install it or fix it if it’s broken

Confidential


www.contingent.com


Our Mission Statement

To profitably provide our Clients with:

Practical, high quality, cost-effective network and VoIP services …

Wherever and whenever needed …

For reliable, enterprise-wide communications …

All through a centralized source of real-time business intelligence.

Confidential


www.contingent.com


Local Area Network Design and Installation Services

Internet-Based VoIP POTSReplacement Service

Immediate Response Field Services,

Problem Resolution Services

Retail Local Area Network Design and installation services

Infrastructure Moves, Adds and Changes

Managed WAN Services

Managed Services

(Service Level Guarantee)

Standard Services

(Lifetime Warranty)

Prepaid Dispatch Repair Services

Managed Maintenance

Services

Hosted VoIP

What We DoIn a Nutshell: Managed WANs, VoIP and IT Plumbing

Click on an iconto go to a description

of that service.

Confidential


www.contingent.com


Major Market Segments

LAN Integrated TechnologiesNetworking Equipment

(Router, switch, firewall, hub, modem, power protection)Voice/Video Equipment

(Legacy PBX, VoIP, IP Telephony, VoFR, VoDSL, IP-based CCTV, broadband video)

Server/Desktop Equipment(PC, server, network storage, printer, scanner, ATM, point-of-sale)

LAN Structured Distribution Technologies Structured Premise Cabling

(CAT3, 5, 5e, 5E, 6, premise fiber, coax, wall-field, cabinets, bays, demarcs)Outside Plant Cabling

(Underground and aerial fiber/coax splicing, boring, trenching, terminations)

Wireless Infrastructure(Wi-Fi point to point/multi-point/omni-premise and campus)

WAN Telecommunications(Frame relay, DS1, xDSL, VSAT, DOCSIS Cable,

Fixed Wireless, EVDO)“Integration of Pathway and Endpoints”

We service our clients' needs using a wide array of technology competencies, through our vast network of subject matter experts.

11

22

33

44

55

66

77

Physical

Datalink

Network

Transport

Session

Presentation

Application

OSI Model

Technology Expertise

Confidential


www.contingent.com


Consulting, Design and PlanningNetwork Design, Validation and Capacity Planning

Telecommunications Service Availability StudyTrace AuditSite Audit

Integration & PrototypingAsset Inventory

DeploymentOnsite Installation

Logistics, Staging & ConfigurationCircuit Provisioning & WAN ActivationDocument Management and Reporting

Site PreparationMaterial, Equipment and Warranty Procurement

Operations and Support (Managed Services)Field Services (Break-Fix)

Customer Care Center (Help Desk)National Depot

Managed WAN and Network MonitoringMaintenance & Extended Warranty

Bench Repair

Our services are part of a three-phase continuum: Design, Deployment and Support.

We can engage in one, all or any combination for each Client.

Operations Support

Deployment

PHASEONE

PHASETWO

PHASETHREE

Operations Support

Consulting, Design & Planning

Deployment

PHASEONE

PHASETWO

PHASETHREE

Lifecycle Approach

Confidential


www.contingent.com


Technology FocusRevenue by Major Market Segment

Who We Do It For

Confidential


www.contingent.com



In a Nutshell: Speed Accuracy Integrity

What this means for our clients:

“We TRUST Contingent.”

Confidential


www.contingent.com


What Gives Us SPEED

Our network of thousands of Service Partners nationwide

Our “Services Factory” framework around which we organize our business, managed by our ILEX software platform (6 years in development)

Our 7x24x365 Dispatch Center

Our fanatical focus on Continuous Speed Improvement

Our “Multisite Deployment” expertise, including the ability to “pattern” services for rapid installations across thousands of sites simultaneously

Confidential


www.contingent.com


Our proprietary SQL-based ILEX Enterprise Management System is our “Services Factory”

ILEX: Enterprise Management System

ILEX is routinely integrated to our Client’s own back

office software

Confidential


www.contingent.com


What SPEED Means to Our Clients

Anywhere. Fast.

2 Hour or Less Response Time – Anywhere in the U.S. Global Coverage Proven Performance:

99.9% Onsite Arrivals 97% On Time or Early 95% Repairs Completed during First Visit

The Bottom Line:

99.4% Customer Satisfaction (Based on Actual Surveys)

Confidential


www.contingent.com


What Gives Us Accuracy Our 100% Vendor Agnostic Approach

(Circuits, Equipment and Software) – Whatever is right for each client location’s needs

Our ILEX Software Platform – We know where everyone and everything is at all times

Our online Customer Care Center – Our clients know where everyone and everything is at all times, via a secure Web portal and integration with client back office software (as desired)

Our 50,000 square foot Logistics Center – Plenty of room to stage and repair equipment properly

Our fanatical focus on Continuous Accuracy Improvement

Confidential


www.contingent.com


Secure Web portal containing real-time business intelligence about all work we’re doing on behalf of our clients.

Online Customer Care Center

Confidential


www.contingent.com


What ACCURACY Means to Our Clients

Reliability.

Our clients rely on us to install, monitor and maintain their mission critical communications infrastructures

Our clients’ data, voice, video, remote access to shared applications and information, confidential company and customer data – are all carried reliably and securely across PCI compliant WANs

The Bottom Line:

99.4% Customer Satisfaction (Worth Repeating!)

Confidential


www.contingent.com


What Gives Us Integrity

We “Walk the Talk”:

100% LIFETIME Workmanship Warranty – If a problem results from our workmanship, even years or decades later, we will fix it at our expense.

99% Uptime Guarantee backed by Automatic SLA Payouts – if a site is down for more than 15 minutes total during any given day, charges for that day are automatically deducted from client’s next invoice.

Free Trials – We are so confident in our ability to serve our clients, we regularly give new prospects 100% free trails, just to prove we do what we say we do.

Confidential


www.contingent.com


What INTEGRITY Means to Our Clients

Trust. New clients continue to partner with us every week, across many

different industries Their trust is reflected in our record of growth:

24+ years in business 34% CAGR in revenue Profitable every year and dept free Named to 2008 Inc. Magazine’s “Inc.5000” list Named to Cincinnati Business Courier’s “Fast 55” List

The Bottom Line:

We have never had a client leave us because of dissatisfaction with our services

Confidential


www.contingent.com


Our History

1984 2000 20021998

Contingent management team

buys services division in July and

becomes an LLC registered in the

state of Ohio

THELASTARGROUP, Inc.

Re-branded “Contingent Network

Services”

Founded on a multi-year fiber optic

deployment contract with Mead

Launches DistributedEnterprise

Professional Services Practice

2004

LLC Retires Debt and Launches

EverWorX Managed ServicesOffering

Although we have dramatically increased our capabilities over the last twenty years, our focus on exceeding customer

expectations has never changed.

2007

Named to the Inc. Magazine

Inc. 5000 Fastest Growing

Privately Held Companies

D&B Credit Rating 3A3 - DUNS# 11-883-8592

Confidential


www.contingent.com


QMQM

Blue Diamond – Quality ManagementOur Quality Management program, known as "Blue Diamond," is central to our mission to provide world class products while exceeding customer expectations. We volunteer Service Commitments with automatic financial penalties for failure

Blue Diamond Core FacetsDesign QualityConformance QualityDelivery QualityBudget Accuracy

Quality Assurance

Voluntary CommitmentsTotal Customer SatisfactionWorkmanship QualitySystem AvailabilityCommunicationOn Time Arrival

Confidential


www.contingent.com


Contents

Company Overview Who We Are

What We Do


Our History

Overview of Our Services Standard Services

Managed Services

Confidential


www.contingent.com









Managed Services


Standard Services

(Lifetime Warranty)


Managed Maintenance

Services

Hosted VoIP

What We DoEverWorX Overview

Confidential


www.contingent.com


Optimize Your WAN

Combine best-in-class circuits, hardware, software, remote and field support to optimize your network.

We are not a carrier. We are a new breed of Managed WAN provider.

It’s time to stop buying WAN services from carriers and start buying them from an independent provider that aggregates and works with the right carriers on your behalf.

EverWorXTM

Managed Network Services (Multi-Site WANs)

Return to Servicesmenu page.

Confidential


www.contingent.com


How Are These Services Typically Provided Today?

Carriers aggregate networks using an array of technologies including Frame Relay, MPLS, IPSEC VPN.

Two primary approaches: managed “edge” and an unmanaged “edge”.

Local loop access provided by multiple local loop providers.

Two primary types of providers: carriers and WAN aggregators – both of which may offer both public or private solutions.

What Are The Usual Problems?

Unreliable Networks

Difficult or Unenforceable SLAs

Too Many Bills and Contracts to Manage

Inaccurate Bills that Require Constant Review

Steep Penalties for Early Cancellation

Poor Support

Over-Engineered Networks and Excessive Costs

Private Networks Almost Never Truly Private

EverWorXTM

Managed Network Services

Optimize Your WAN


Confidential


www.contingent.com


How is EverWorX is Different?It is a Complete Network Services Program that

Manages your WAN and the Underlying Carriers for you

Custom-designed to meet your needs

99% Uptime Guarantee – backed by a rigid SLA with credits automatically applied to next bill

No cost, no obligation pilots

No upfront costs, with legacy equipment buy-backs available

Immediate responses from US-based Help Desk – 7x24x365

Real-time information via Web portal and client back office integration

One invoice

PCI-DSS compliant

Vendor, carrier and technology neutral

EverWorXTM


Optimize Your WAN


Confidential


www.contingent.com


Wide Area Network

Service Components Asset

Tracking &

Management

Depot and Warehouse

Services

Circuit Provisioning

Remote & On-Site Break-Fix

Services

Network Monitoring

Services

Warranty Services

Network Core Design and

Hosting

WAN Aggregation &Redundancy

EverWorXTM


Optimize Your WAN


Confidential


www.contingent.com


`

DBU

VPN/FR/MPLS

xDSL, Cable, Satellite, Type 2

REMOTE SITE VPN/FR/MPLSHOSTED CORE

w/RAS

Network/Server/DesktopMonitoring

VOIP

WIFI

Hosted Network SecurityIDS/AV/AS

Hosted VOIP/Email

Unified Messaging

`

DBU

VPN/FR/MPLS

REMOTE SITEVOIP

WIFI

`

DBU

VPN/FR/MPLS

VOIP

WIFI

HEADQUARTERS

xDSL, Cable, Satellite, Type 2

CONTINGENT

CloudCloudVPN/FR/MPLS

CREDIT CARD MERCHANT SERVICES

EverWorXTM

Managed Network ServicesFeatured in April 2007

Stores Magazine“Ditching Dial-Up”

Example Multi-Site Network Design

Optimize Your WAN


Confidential


www.contingent.com


Edge Device Monitoring and Key Management Capabilities

CPU Utilization Port Level Management & Visibility Memory Utilization Errors and Discards Voltage, Temperature, Etc. Buffer Statistics (Hits, misses and failures) Batch Updates Disaster Recovery

ICMP/SNMP NMS Platforms Currently Available*

IBM Tivoli AdventNet ManageEngine HP Open View What’s Up CiscoWorks/LMS

*Custom integration with online Care Center

EverWorXTM


Optimize Your WAN


Confidential


www.contingent.com


PCI-DSS Compliant (Consultant: Trustwave – Qualified Data Security Company)

Maintain company standard that serves as a template for each client WAN we build and manage

Self assessment completed January 2007 Internal and external quarterly scans maintain compliance We do not de-encrypt or store data We do not authorize or settle transactions Core PCI compliance as a ‘Payment Transmission Service

Provider’ will be complete for 2008-09 in December 2008

EverWorXTM


Example Equipment Board and Secure Housing

Optimize Your WAN


Confidential


www.contingent.com


Example Electronic Invoice“One Vendor, One Bill”

EverWorXTM


Optimize Your WAN


Confidential


www.contingent.com









Managed Services


Standard Services

(Lifetime Warranty)


Managed Maintenance

Services

Hosted VoIP


Confidential


www.contingent.com


www.voipworx.net

Join the VoIP Revolution

VoIPWorX IP Telephony Services

Flexible, high quality IP telephony

Alternative to traditional voice services

No minimums or metered billing

Rides over our EverWorX Managed WANIPsec-based VPN service

VoIPWorXTM

IP Telephony Services


Confidential


www.contingent.com


Join the VoIP Revolution

VoIPWorXTM

IP Telephony ServicesVoIPWorX Highlights: Fully Hosted VoIP (offsite PBX) or IP-Based origination/termination

trunking to (on site) phone systems

All of features of traditional, enterprise-class phone systems, plus many new productivity enhancing functions

Unlimited local and long distance calling

We manage it (including the EverWorX WAN which delivers it), so you don’t have to


No upfront costs, with legacy equipment buy-backs available

No cost, no obligation pilots

Support from US-based Help Desk – 7x24x365

One vendor, one bill, with real-time call detail information via Web portal and client back office integration


Confidential


www.contingent.com









Managed Services


Standard Services

(Lifetime Warranty)


Managed Maintenance

Services

Hosted VoIP

What We DoMACWorX Overview

Confidential


www.contingent.com


Activate Locations

Global field infrastructure installation service for telecommunications companies.

Design, deploy and support ALL types of WAN and LAN infrastructures

If it’s part of a network or connected to one, we can install it or fix it if it’s broken

MACWorXTM

Deployment Services


Confidential


www.contingent.com


MACWorX Highlights: Data, Voice and Video cable installation

High performance circuit extensions

Edge device installation (xDSL, Cable Modem, IAD, NIU, Satellite, Router

Online order processing and real-time project tracking through our Customer Care Center Web Portal

Benefits (versus the local telephone company and other providers): Faster response times

Nationwide coverage

Lower total costs

More capable field personnel

Professional project management

MACWorXTM

Deployment Services

Activate Locations


Confidential


www.contingent.com


Secure Web portal containing real-time business intelligenceabout all work we’re doing on behalf of our clients.

Online Customer Care Center


Confidential


www.contingent.com









Managed Services


Standard Services

(Lifetime Warranty)


Managed Maintenance

Services

Hosted VoIP

What We DoMACWorX Overview

Confidential


www.contingent.com


StoreWorXTM

Global Retail Technology Deployment Services

Optimize Your Retail Environment


Field infrastructure design

Installation service

Retail company and retail IT consulting firms focus


Confidential


www.contingent.com


StoreWorX Highlights:

Consulting, design, planning services

For simple and complex retail-specific LAN environments (Layers 1-3)

Multi-site (simultaneous) deployment

Materials specification, procurement, staging, configuration, kitting and shipping

Detailed and measurable quality control for design and deployment

Integration of point-of-sale, cash wrap, security, music-on-hold, store sound system, property management system (hospitality), HVAC systems, Wi-Fi, in-store kiosks, VoIP, network credit card authorization, xDSL/FR, PBX, back office controller (PC/server) and more.

Optimize Your Retail Environment

StoreWorXTM



Confidential


www.contingent.com









Managed Services


Standard Services

(Lifetime Warranty)


Managed Maintenance

Services

Hosted VoIP


Confidential


www.contingent.com


NetMedXTM

Repair and Maintenance Services

Keep It Working

On Demand maintenance program

For any network hardware, software and infrastructure

With 24/7/365 dispatch of field troubleshooting and repair professionals.


Confidential


www.contingent.com


NetMedX Highlights: General and specific non-warranty network-wide troubleshooting and corrective

maintenance

Service coverage throughout North America

Five levels of onsite criticality (arrival time options) so you can choose arrival time and associated pricing based on problem urgency – and thus pay for only what you need

Highest level of urgency = guaranteed arrival within 2 hours of receipt of request to any address in the U.S.

Technically savvy “eyes and hands” in the field, whenever and wherever needed

Customer Care Agents available 24/7/365 to dispatch whatever resources you need

Full maintenance, warranty and warranty extension contracts are available on all platforms

Online order processing and real-time project tracking through our Customer Care Center Web Portal

NetMedXTM

Repair and Maintenance Services

Keep It Working


Confidential


www.contingent.com









Managed Services


Standard Services

(Lifetime Warranty)


Managed Maintenance

Services

Hosted VoIP


Confidential


www.contingent.com


NetMedXTM

Silver Managed Repair and Maintenance Services

Fixed price maintenance program


With 24/7/365 dispatch of field troubleshooting and repair professionals

Option to purchase dispatches or incremental hours of service work in advance at greatly discounted rates.

Keep It Working


Confidential


www.contingent.com


NetMedX Silver Highlights

Prepay for a “block” of 25 dispatches (minimum) at a 20% discount.

After initial purchase of 25 dispatches, subsequent blocks of 10 dispatches each can be purchased at same 20% discount.

Each prepaid dispatch consists of a two (2) hour onsite maximum time commitment and a one (1) hour travel charge (regardless of actual time required).

If required time on site exceeds two (2) hour maximum, we notify you and ask if you want to extend the visit. If so, a second dispatch will be charged against your remaining prepaid dispatches balance.

You may choose a mix of field personnel skill and dispatch criticality levels within the dispatch blocks you purchase.

NetMedXTM

Silver Managed Repair and Maintenance Services

Keep It Working


Confidential


www.contingent.com









Managed Services


Standard Services

(Lifetime Warranty)


Managed Maintenance

Services

Hosted VoIP


Confidential


www.contingent.com


NetMedXTM

Gold Managed Repair and Maintenance Services

Fixed cost, turnkey maintenance program


With depot, asset tracking, remote help desk, full parts warranties, proactive monitoring, Service Level Guarantees, and 24/7/365 dispatch of field troubleshooting and repair professionals.

Keep It Working


Confidential


www.contingent.com


How Are These Services Typically Provided Today?

Contracts based on SLAs with minimum performance requirements, but real world achievement is typically well short and often triggers penalty clauses.

Most contracts have 2-3 categories that collectively cover all equipment.

Services increasingly commoditized, with little service provider differentiation and low client confidence, leading to price only-based purchasing.

What Are The Usual Problems?

Solutions do not meet client needs.

Widespread lack of satisfaction due to flawed delivery processes.

Service provider performance is self-reported and can’t be validated by client systems.

No holistic view of clients’ overall infrastructures.

Technology infrastructure maintenance and support are non-strategic operational expenses clients are looking to reduce, but service providers haven’t innovated their business models to address this client objective

Keep It Working

NetMedXTM



Confidential


www.contingent.com


What other service providers don’t want you to know:

They already know they won’t be able to meet their own SLAs prior to signing a contract with a client, due to:

• Insufficient field resources, and

• Inadequate parts inventory levels.

Therefore, they decide on a daily basis which SLAs they purposefully will NOT meet.

They often manipulate SLA calculations and use “call scrubbing” to falsify compliance.

SLA compliance is managed to meet internal budgets and favored client priorities, not SLA contract terms.

Keep It Working

NetMedXTM



Confidential


www.contingent.com


Keep It Working

How is NetMedX Gold Different?It is designed and priced to actually meet or

beat our SLA!

Custom Designed, Modular Approach – you choose which items fall within the service boundary

Gain Sharing Pricing – you can get refunds for underutilization

Built-in Call Reduction Processes -- our “co-management approach” delivers real value to you organization

Event Driven and Individual Item-Centric Uptime Approach – full item lifecycle coverage


Vendor, Carrier and Technology Neutral

Immediate Responses from US-Based Help Desk – 7x24x365

Real-Time Information – via Web portal and client back office integration

NetMedXTM



Confidential


www.contingent.com


Depot and Warehouse

Services

Remote & On-Site

Break-Fix Services

Network Monitoring Services

Asset Tracking & Management

Warranty Services

Bench Repair

Network Service Boundary

Service Components

Keep It Working

NetMedXTM



Confidential


www.contingent.com


Desktop

`

DBU

VPN/FR/MPLS

REMOTE SITE

Server

WIFI

Network Security

Server

HEADQUARTERS

`

`

`

SERVICE BOUNDARY A

SERVICE BOUNDARY B

Keep It Working

Example NetMedX Gold “Service Boundaries”

A network element that falls in the service boundary is “covered” under the NetMedX Gold service

NetMedXTM



Confidential


www.contingent.com


“Gain Sharing” Pricing Model Steps:

Service priced two ways: (1) “Flat Annual” (2) “Pay As You Go.”

You pay your Flat Annual maintenance fee up front for Year 1.

We deliver services throughout Year 1.

At end of Year 1, we calculate your total cost under both Flat Annual and Pay As You Go pricing scenarios.

If your total cost is less using Pay As You Go, we REFUND you 50% of difference between it and the Flat Annual maintenance fee you paid up front.

We apply your refund to your Year 2 Flat Annual maintenance fee or send you a check (your choice).

Regardless, we then REDUCE your Year 2 Flat Annual Maintenance fee to halfway between your Year 1 actual usage and our original Year 1 estimate.

Keep It Working

NetMedXTM



Confidential


www.contingent.com


Keep It Working

NetMedXTM

Gold Managed Repair and Maintenance Services“Co-Managed” Maintenance:

Other service providers do all of the work and tell you how it went later.

We do all of the work, too (except take ownership of spares). This includes the hard work of remote labor and logistics management.

However, communication between our organization and yours is the core of our process.

Our goal is to help you “self-maintain” and thereby greatly reduce your costs. We will create a business case that changes the way you approach maintenance forever.

This approach has been proven successful by scores of clients over nearly a quarter of a century.


Confidential


www.contingent.com


For More Information, Please Visit:www.contingent.net

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