The eSupport Universe Scalable, Effective, Affordable

The eSupport Universe 10/07/09 Proprietary and Confidential to HandsFree Networks PC Lifecycle Management Problem/Call Avoidance Help Desk Automation IT Staff The Goal: S calable E ffective A ffordable Support SEA ™ Productive, Satisfied Users

The eSupport Universe – IT Staff 10/07/09 Proprietary and Confidential to HandsFree Networks IT Staff Growing end-user population Increasing call volume Lower skill level Shrinking IT staff Constant pressure on costs Demonstrate tangible ROI Stuck in reactive mode Tools are lacking Constantly changing environment S calable People don’t scale well E ffective People are critical for effective support A ffordable People are expensive

Growing end-user population

Increasing call volume

Lower skill level

Shrinking IT staff

Constant pressure on costs

Demonstrate tangible ROI

Stuck in reactive mode

Tools are lacking

Constantly changing environment

S calable

People don’t scale well

E ffective

People are critical for effective support

A ffordable

People are expensive

The eSupport Universe – Help Desk Automation 10/07/09 Proprietary and Confidential to HandsFree Networks Help Desk Automation IT Support Part of the IT toolkit Process oriented Tracks problems once they occur Reactive by nature S calable Increases support staff productivity E ffective Focuses on support process A ffordable Decreases involvement of higher-paid staff

Part of the IT toolkit

Process oriented

Tracks problems once they occur

Reactive by nature

S calable

Increases support staff productivity

E ffective

Focuses on support process

A ffordable

Decreases involvement of higher-paid staff

The eSupport Universe – PC Lifecycle Management 10/07/09 Proprietary and Confidential to HandsFree Networks PC Lifecycle Management Help Desk Automation IT Support Proactive for planned events Reactive for unplanned events Rapid recovery from catastrophe Rapid problem resolution Discovery and protection of assets S calable Automates critical support activities E ffective Preventive, proactive, minimizes user involvement at critical times A ffordable Minimizes support staff involvement

Proactive for planned events

Reactive for unplanned events

Rapid recovery from catastrophe

Rapid problem resolution

Discovery and protection of assets

S calable

Automates critical support activities

E ffective

Preventive, proactive, minimizes user involvement at critical times

A ffordable

Minimizes support staff involvement

What’s Required to Address the Support Crisis? Automated management, symptom detection, diagnosis and resolution Eliminate calls Supplement help desk and client services personnel skill set Easily extendible solutions Constantly changing environment Lower skilled end-user population Extend infrastructure class management and support capabilities to all devices on a network 10/07/09 Proprietary and Confidential to HandsFree Networks

Automated management, symptom detection, diagnosis and resolution

Eliminate calls

Supplement help desk and client services personnel skill set

Easily extendible solutions

Constantly changing environment

Lower skilled end-user population

Extend infrastructure class management and support capabilities to all devices on a network

What’s Required to Address the Support Crisis? Low investment solutions Budget pressures Lower risk Solutions with shallow learning curve that can be phased in gradually Demonstrable ROI Lower risk 10/07/09 Proprietary and Confidential to HandsFree Networks

Low investment solutions

Budget pressures

Lower risk

Solutions with shallow learning curve that can be phased in gradually

Demonstrable ROI

Lower risk

The eSupport Universe – HandsFree Networks 10/07/09 Proprietary and Confidential to HandsFree Networks PC Lifecycle Management Help Desk Automation IT Support Automates symptom detection and resolution Virtualizes support staff onsite Applies to broad spectrum of symptoms and support situations Problem/Call Avoidance S calable Pushes support automation to the edge of the network E ffective Preventive, proactive, minimizes user involvement at all times A ffordable Automates first/second level call resolution

Automates symptom detection and resolution

Virtualizes support staff onsite

Applies to broad spectrum of symptoms and support situations

S calable

Pushes support automation to the edge of the network

E ffective

Preventive, proactive, minimizes user involvement at all times

A ffordable

Automates first/second level call resolution

Proactive Device Management A myriad of symptoms occur during day-to-day use 10/07/09 Proprietary and Confidential to HandsFree Networks Leading to: System degradation System failure Support calls Resulting in loss of productivity, frustration, unhappy users, and an overwhelmed support staff

A myriad of symptoms occur during day-to-day use

Leading to:

System degradation

System failure

Support calls

Cradle to Grave – and Everything in Between Can’t send mail. Can’t print. Can’t access shared files. The same annoying crash happens regularly, to work around it reboot. It’s not worth telling support about it. The Internet stopped working. 10/07/09 Proprietary and Confidential to HandsFree Networks The key to successful every-day technical support Real-time detection of symptoms  pro-active support Detailed information and two-way communication  Keep the user informed at all times Automated procedures and symptom resolution  Take the user out of the support loop; Increase user productivity

Can’t send mail.

Can’t print.

Can’t access shared files.

The same annoying crash happens regularly, to work around it reboot. It’s not worth telling support about it.

The Internet stopped working.

The key to successful every-day technical support

Real-time detection of symptoms  pro-active support

Detailed information and two-way communication  Keep the user informed at all times

Automated procedures and symptom resolution  Take the user out of the support loop; Increase user productivity

The eSupport Universe – Cradle to Grave 10/07/09 Proprietary and Confidential to HandsFree Networks PC Lifecycle Management Problem/Call Avoidance Help Desk Automation IT Support SEA S calable E ffective A ffordable Support Productive, Satisfied Users

ReSOFT – Client Services – End User Value Chain 10/07/09 Proprietary and Confidential to HandsFree Networks Real-time event detection Real-time information gathering Automated problem resolution Automated problem prevention Automated management Real-time notification and reporting

Real-time event detection

Real-time information gathering

Automated problem resolution

Automated problem prevention

Automated management

Real-time notification and reporting

The eSupport Universe HandsFree Networks India Pvt. Ltd. 4th Floor, Concorde Block 24, UB City, Vittal Mallya Road Bangalore-560001 INDIA www.handsfreenetworks.com 10/07/09 Proprietary and Confidential to HandsFree Networks

HandsFree Networks India Pvt. Ltd.

4th Floor, Concorde Block

24, UB City, Vittal Mallya Road

Bangalore-560001

INDIA

www.handsfreenetworks.com