Issue Resolution Time

Traditional Consulting

Total Task time A network problem causes downtime on a computer 0:00 0:30 User tries again or attempts to resolve, restarts PC 0:30 0:10 User contacts CFO/"local computer-guru" for assistance 0:40 0:15 CFO leaves current task unfinished and comes to investigate problem 0:55 1:00 CFO attempts same resolution that user tried and then moves to the server room to continue issue 1:55 0:10 CFO realizes this issue is beyond his skills & he is not getting his work done so... Thinsolutions is called 2:05 1:30 Thinsolutions dispatches an emergency call to tech who drives to client 3:35 1:00 Thinsolutions technician isolates problem 4:35 1:00 Thinsolutions technician finds and applies the solution 5:35 0:30 Thinsolutions technician test's solution w/ user and reports to CFO 6:05 Time to resolution

Time Rate Cost 6.08 User time 20 $ 121.67 + opportunity lost 1.42 CFO time 50 $ 70.83 + opportunity lost 4.00 Emergency Service time 165 $ 660.00 Total Cost of Issue $ 852.50

Managed Service Provider

Total Task time A network problem causes downtime on a computer 0:00 0:10 Thinsolutions is notified immediately of the exact description of the problem 0:10 0:10 Thinsolutions connects remotely to address the problem 0:20 1:00 Thinsolutions applies the solutions 1:20 0:10 Thinsolutions contacts the CFO to inform him that the issue is resolved 1:30 Time to resolution

Time Rate Cost 1.50 User time 20 $ 30.00 + opportunity lost 0.17 CFO time 50 $ 8.33 + opportunity lost 1.17 Discounted MSP service 100 $ 116.67 Total Cost of Issue $ 155.00