TSG Introduction 2017

supporting all major digital broadcast platforms and product technologies. The Total Support Group

The Total Support Group

Our Clients Operating as a transparent brand neutral service partner, TSG has provided professional support services to a host of major high profile commercial clients including: • BT TV • EE TV • Openreach • Freesat • YouView • Maplin Electronics • CostCo Online • Swann UK (CCTV) • Satellite Internet (Astra SES) • Bentley Walker (Eutelsat Tooway) • Tescos Direct • John Lewis (OW) • Argos • Comet The Total Support Group

Our Services Established in December 2003, the Total Support Group otherwise known as ‘TSG’ provides its clients with a ‘one stop shop’ solution for all of their digital requirements! Our primary focus is to provide clients with a wide range of professional installation and maintenance type services including: • Signal Provision - Antenna Installation Services • Signal Distribution - Structured Cabling Solutions TotalSupportGroup.com 033 321 0029 • CCTV Installation - System Repair & Installation • Product Installation - Delivery/ Installation/ Set Up • Post Installation Support - Maintenance Services • Extended Product Support - Insurance/ Warranty Support The Total Support Group

Our Business TSG’s professional installation and maintenance services are designed to support all major digital broadcast platforms and product technologies. With over 400,000 jobs processed to date, we believe we are on the right track! Service provision includes: • 150,000 + BT TV Freeview jobs • 130,000 + Freesat Dish jobs • 110,000 + SKY Maintenance jobs • 10,000 + CCTV/ Home Security jobs • 4,500 + Satellite Broadband jobs • 1000 + Commercial Site visits • New Home Automation Services launched in December 2016 • 12 Years of ISO 9001:2008 Accreditation • CAI Affiliate Membership The Total Support Group

BT TV Support Services As a well established service partner to BT, TSG has provided a variety professional support services to BT TV (BT Vision) since its initial introduction in 2010 – Services include: BT TV Reactive (T2R) Services • Freeview Signal Assessments • System Fault Diagnosis & Remedial Repairs (For BT Customers with existing aerial systems) BT TV Retail (L2C) Services • Freeview Aerial Installation • Single & Multi Point System Installation (For BT Customers requiring a new aerial system) The TSG CRM booking system is accessed on a daily basis by BT Call Centre teams across the world and has a direct API facility linked to the BT One View System to enable real time call booking The Total Support Group

BT TV Support Services TSG have also providing additional support services including: BT TV Satellite Dish Services • SKY Dish Signal Assessments/ Repairs • System Fault Diagnosis & Remedial Repairs BT TV Commercial Installation Services • Freeview Aerial System Installation • Major Shopping Centres/ Arcades BT (Openreach) Broadband Installation Services • Wi-Fi White Spot Antenna Installations • (Astral Park/ Ipswich Trial areas) TSG are currently supporting the national EE Store upgrade project to prepare sites for the introduction of EE TV and BT TV (In Store) The Total Support Group

Retailer Support Services TSG are delighted to be recognised as the preferred national installation partner for Maplin Electronics Working closely with this high profile Retailer, TSG have introduced an enhanced range of domestic installation services including: • CCTV Systems • Home Security Systems • TV Aerial Systems • Satellite Dish systems • TV Wall Mounting Services • Door Entry Systems • Home Automation Services TSG are keenly focused on the further development of new Support services within this sector to ensure that key Retailers and their Customers have safe access to a professional services The Total Support Group

Practical Service Solutions TSG offer a wide range of clearly defined installation services but are always more than happy to discuss any workable solution to support a Clients specific requirements. Key Benefits including: • Simple & easy access to installation services • Clearly defined ‘Standard’ installation options • Structured pricing (Standard & Non Standard calls) • Definitions of ‘Non Standard’ elements/ scenarios • Access to post installation support services • Single point invoicing and Accounts • A reliable warranty facility • An experienced Central Operations Support Team TSG have both the practical experience and technical resources to support all major digital technologies and broadcast platforms Including: Satellite, Terrestrial, Cable, Wi-Fi and VSAT The Total Support Group

Secure System Integration A Summary of our CRM System functionality SAEDI • SSL Secure Web Portal • Remote Access (In store use) • Online Call Booking - Adding new jobs • Real Time Monitoring of active calls • Summary Client Management Reporting • Reviewing Call Debrief Information • CSV Bulk Data Importing Facility • XML Data Interface (Real time booking) ‘Our System is both Tried and Tested!’ 2017 will see TSG start the implementation of a new CRM System (SAEDI) and the introduction of a new remote App for field based Engineers. The Total Support Group

Central Client Support A brief summary: • The TSG Helpdesk provides a single point of contact • A dedicated Operations Director on hand to assist • Online Call Booking Facility (Secure Web Portal) • Real Time Call management CRM System (24/7) • Dynamic 0844 STD Regional Routing System • Experienced Technical Support Liaison • Retail Sales Support Team (0333) • Internal Customer Service Processes • Call Monitoring/ Recording Facilities • Formal Call Request Process (ISO 9001 /2008 Accreditation – External Audit in 2016) TSG aim of introduce a new state of the art CRM call booking facility and remote user Engineer App in 2017 The Total Support Group

National Service Coverage Summary TSG Regional Support Offices are situated across the country help to provide friendly local Customer support on a truly national scale. Our Regional Offices are located in: • Scotland (Clydebank) • North England (Castleford) • East Midlands (Sheffield) • West Midlands/ Wales (Birmingham) • South West (Barnstaple) • South East/ London (Ware) • Northern Ireland coverage available • Isle of White coverage available All mainland regional locations are secure stock holding centres. The Total Support Group

Field Resources Summary • In House Field Installation Teams (150+) • Scalable External Resources (50+ Agents) • All TSG Installation Teams are fully insured (£2/5m) and professionally trained to undertake installation/ maintenance work at heights. • All TSG Engineers are DBS (CRB) verified and are traceable to job level through the use of individual Engineer ID Codes & TSG ID Badges • All TSG Teams are fully equipped with approved height access equipment and comply to the latest guidelines provided by trade authorities and the HSE The Total Support Group

Aerial Support Services Summary • Installation Support for Aerial Systems • (Approved by BT TV, EE TV & YouView) • Standard Aerial Installation Service (Freeview) • Multi Room System Options (1 – 4 Rooms) • Non Standard Aerial Installation Service • Aerial Maintenance Service • Signal Assessment Service • Insurance (Freeview) Support Services • Commercial Site Survey Facility • Commercial System Installation • (MATV/ IRS/ SCR) TSG Service Network is recognised as the preferred national installation partner for BT Television, EE TV and YouView. The Total Support Group

Satellite Dish Support Services Summary • Installation Support for Satellite Dish Systems • (Approved Freesat National Partner) • Standard Dish Installation Service (Freesat/ SKY) • Multi Room System Options (1 – 4 Rooms) • Non Standard Satellite Dish Installations • Satellite Dish Maintenance Service • Satellite Insurance (SKY) Support Services • Commercial Site Survey Facility • Commercial System Installation • (SMATV/ IRS/ SCR) • Structured Cabling Services (CT100/ RG6/ Cat 5e) The TSG Service Network is recognised as one of the UK’s largest independent satellite installation service partners! The Total Support Group

Satellite Broadband Support Services Summary • Installation Support for Satellite Broadband Systems • Eutelsat (Tooway), Avanti (Hughes) & Astra (SES) • Standard VSAT Dish Installation Options • Non Standard Mounting Options/ Upgrades • Bespoke Dish Installation Service • VSAT Maintenance Service • VSAT Site Survey Facility • VSAT De-Installation Service • Commercial & Domestic Support Services • Satellite Modem set up and signal verification • Structured Cabling Services (RG6/ Cat 5) TSG provide national coverage for both domestic and commercial satellite broadband (VSAT) dish installations across the UK The Total Support Group

CCTV System Support Services Summary • Installation Support for CCTV Systems • (Approved by Swann UK, Maplin Electronics, Costco) • Standard CCTV Installation Options (1- 16 Cameras) • Bespoke CCTV Installation Service • CCTV Maintenance Service • CCTV Site Survey Facility • Remote Monitoring App configuration • Commercial & Domestic Support Services • PTZ Camera Installation and Set Up • Wi-Fi Camera System Support • Structured Cabling Services (RG6/ Cat 5) To date, TSG have processed over 4,500 domestic and commercial CCTV installations across the UK across the UK The Total Support Group

Home Automation Support Services Summary • Installation Support for Home Automation • Remote Appliance (Power) Controls • Remote Lighting Controls • Remote Heating Controls • Remote Protect/ Sensors • Remote CCTV Monitoring • Qualified Electrical Engineers • Practical Experience on IP configuration • Home Network Installation and Set Up • Structured Cabling Services (Cat 5) This emerging market opportunity is now gathering pace with an ever expanding range of exciting new products and new manufacturers – Arriving in 2017 The Total Support Group

Digital Product Support Services Summary • Installation Support for Smart IP based technology • (Approved by BT Television and YouView) • Set Top Box Installation • TV Wall Mounting Services • Smart Television Installation • Practical Experience on IP configuration • Home Network Installation and Set Up • Wi-Fi Router Set Up • Power Line Installation • CAT 5 Cable solutions • Structured Cabling Services (Cat 5) TSG Engineers have installed thousands of STB’s, TV’s and digital modems so we believe we have the core knowledge and practical skills to overcome most installation problems The Total Support Group

Home Security Support Services Summary • Installation Support for domestic Alarm systems • (Approved by Swann UK, Maplin Electronics) • Standard Alarm Installation Options (1- 8 Elements) • Alarm Maintenance Services • Remote Monitoring App configuration • Wi-Fi Alarm System Support • Structured Cabling Services (RG6/ Cat 5) TotalSupportGroup.com 033 321 0029 The Total Support Group

Partner Benefits In brief, we believe TSG provides its clients with an effective ”One Stop Shop” solution to all of their signal reception and digital product installation requirements. This 360 degree wrap around professional service includes: • National service coverage • Large scale installation resources • Secure On-line call booking/ CRM system • Reliable service support (DBS Verified) • Single point of contact (Client Helpdesk) • Local regional office Customer support • Clearly defined installation options • Structured call charging schemes • Centralised “Single Point” Invoicing • Client call management information • Realistic & achievable service levels The Total Support Group

The Total Support Group Limited The Business Rooms 28 The Avenue Rubery Birmingham B45 9AL Office: 0121 457 6800 Web: www.totalsupportgroup.com Email: [email protected] The Total Support Group