Accel Frontline BT, India - Remote Infrastructure Capabilities

1. Remote Infrastructure Management Services [RIMS]

6. Accel IMS & RIMS Portfolio

13. Support Matrix MSOC – RIM Service Element Managed Services Monitoring Services Unlimited 24X7 Phone and Remote Support for Server Y Unlimited 24X7 Phone and Remote Support for Desktop Y Monitoring and Alerting Y Y Patch Management for Desktops Y Patch Management for Servers Y Performance Tuning for Desktops Y Performance Tuning for Servers Y Preventive Maintenance Y Security Management and Vulnerability Assessment Y Y Free - Total Protection for Server Y Free - Protection for Desktop Y Scripting based Management Y Security Auditing Y Y Event Log Monitoring Y Y Configuration Changes Y Dedicated Account Manager Y Environment Documentation Y Y Asset Tracking (Asset Management) Y Y Scheduled Reports Y Y User ID Management Y Procurement Consultation Y New Product Evaluation (PS) Y Notification for Critical Alerts Y Y Fix Critical Alerts Y

14. Technical Central Service Desk - Call receipt - Call acknowledgement - Initial diagnosis - Call allocation to L2 Sr. Technical Support Staff - Diagnosis - Remediation & service restoration - Call referral or escalation Domain Experts - Diagnosis - Remediation - Follow-up & RCA Onsite Staff Operate under instruction from MSOC Support Staff & SMEs Third Party Vendor - Device Specific Problems - Manufactures Product - Engineering Defects

15. Service Coverage & SLA / Severity Severity SLA Critical severity 1 (S1) = High business impact Respond to issues 10 minutes @ 98% of time Restore issues 2 hours @ 95% of time Coverage 24x7 Urgent severity 2 (S2) = Moderate-High business impact. Respond to issues 15 minutes @ 95% of time Restore issues 4 hours @ 90% of time Coverage 24x7 Normal severity 3 (S3) = Moderate-low business impact Respond to issues 30 minutes @ 95% of time Restore issues within one business day (24 clock hours) @ 95% of time Business Hour Coverage severity 4 (S4) = Scheduled requests Respond to issues 2 business hours @95% of time Restore issues within 5 business days Only end user agreed to issues can be designated as S3 severity Business Hour Coverage Type Service Coverage Levels Tier 1 7AM to 7PM Time, Monday to Friday Tier 2 7AM to 7PM Time, Monday to Friday + Out of Hours (OOH) support for Sev1 and Sev 2 incidents only Tier 3 24*7 management service

16. MSOC Monitoring Tool (Sapphire IMS)

17. We make it simple to work with us! Reporting & Governance Tools Quality Focus and Planning Techniques Operations & Transition Management Experienced Account Management History of Long Relationships Expertise Rigor Relationship Measurement Consistency Processes Training & Recruitment Engine Key Differentiators Operations delivers on daily metrics that tie into C-Suite KPIs Operations manager translates imperatives to department goals

18. Why Accel?