Remote Infrastructure Management Services (RIMS) allows Accel Frontline to remotely monitor, manage, and maintain a customer's IT infrastructure on a 24/7 basis. Key services include server management, infrastructure application management, storage management, network management, desktop management, and a service desk for user support. Accel provides monitoring tools, regular reporting, and service level agreements to ensure issues are addressed in a timely manner based on severity level.

1. Remote Infrastructure Management Services [RIMS]

2. About Accel Frontline Accel Frontline Ltd ( A BT Frontline Company ) is a leading "Systems Integrator and Total ICT Solutions Provider. One of the Top 3 Systems Integrators in India 45 offices and 110 service locations across the Globe Around 2 decades of IT experience Current group turnover of 50 Million US Dollars Among the top 10 preferred IT employers in India (DataQuest Sept 2006) Member of NASSCOM from 2005 2900 IT professionals in India ISO 9001: 2000 Certified and CMMi Level 5 compliant 2900 IT professionals in India

3. Partnerships Software Infrastructure Storage Security Networking

4. Skills & Certifications Trained and Certified Resource Pool to Address Customer Requirements Solaris HP RedHat AIX ITIL Veritas Volume Manager/Cluster SNIA Brocade Hitachi Veritas Netbackup EMC

5. Services Technology Products & Solutions Data/Storage Consolidation Management Enterprise Network Deployment Disaster Recovery/Business Continuity Platform IT Security Consulting & Implementation IT Consulting Availability Services Web Hosting Network Management & Administration Server Management & Administration Remote Infrastructure Management & Administration Data Center Services Database Administration Services Enterprise Security Services IT Asset Management (ITAM) Facility Management Services Helpdesk Management Services Oracle E-Business Solutions Application Development Services Accel Software Products - Accel UMS - Best B - eProsys - Prodigy Global Software Services IT Infrastructure Solutions Infrastructure Management Enterprise Software Solutions

6. Accel IMS & RIMS Portfolio

7. 10/04/10 Physical Infrastructure 7000 Sft world-class facility State-of-the-art HVAC System N+1 UPS Redundancy Automatic DC Genset Separate NOC & Datacenter Designed to seat 100 professionals Equipped to run 24 x 7 Technology Infrastructure Redundant network design Multiple ISP connectivity Cluster Server architecture Toll-free Numbers World Class Infrastructure tools Web based Dashboard Views Plasma Screens for Monitoring Security Infrastructure 24 x 7 Physical Security Access card based access control IP Surveillance System Authenticated Access Firewall Friendly Infrastructure Encrypted Data Transfer Customer Controlled Access

8. Vendor / 3 rd Party / On–site Coordination A C C E L S E R V I C E S Data Center Remote Services Web Servers Databases Storage Infra APPS Network Windows UNIX Linux Midrange IIS iPlanet Apache Weblogic Websphere Oracle SQL Sybase DB2 EMC IBM HP Hitachi NetApps Dell Tivoli MS Exchange Lotus Notes Custom Applications Router Switch Firewall Link Monitoring WAN Appliance L1 Support L2 Support L2 / L3 Support 24 x7 Monitoring Application Support Batch Scheduling Batch Job Execution Inventory Management Upgrade & SW Distribution Logs Management Build Maintenance & Patching System Administration Upgrade & SW Distribution Inventory Management Backup & Recovery Security Admin Technical Support Problem Resolution System Performance Capacity Planning Design & Architecture Inventory Management Backup & Recovery Security Admin Hands & Feet (Break fix, Tape Mgmt.) In addition, DR option at a different site with options for data replication and connectivity at <30ms Systems

9. Server Management Remote proactive monitoring & management of servers on a 24x7 basis for fault, performance, and security alerts. Remote resolution of server problems on a 24x7 basis for fault, performance, and security issues. Periodic and real-time scanning for vulnerabilities on servers. Track and report all user activity on critical servers. Identify suspicious activity and take corrective action Proactively backup the critical data stored in servers, and protect servers from any critical data loss or failure of storage.

10. Infra Application Management Remote proactive monitoring of business application on a 24x7 basis for faults, performance, and security alerts. Remote resolution of infrastructure application problems on a 24x7 basis for fault, performance, and security issues. Periodic and real-time scanning for vulnerabilities on applications. . Instantly solve any application issue with real-time access to database, middleware and web-service developers and managers. IIS Web Server, Exchange Server, Active Directory, etc., Security Monitoring Intrusion Detection and Prevention. 24x7 monitoring of your mission critical information infrastructure for any internal or external threats. Remote installation, configuration and management of security infrastructure on a 24x7 basis. Track, audit and report all access to corporate information against standard compliance regulations

11. Proactive and timely installation critical patches and manage configurations of all network devices. Prevent downtime and intrusions. Link Monitoring & Alerting Router, Switch, Firewall Monitoring & management Network Management Desktop Management Help diagnose and identify root-cause issues for performance and security related issues with the desktop. Ensure that the desktop is free of any virus, mal-ware, ad-ware, etc. Identify and resolve issues related to poor performance with the desktop. Qualified experts can remotely connect to desktop and solve any desktop issues any-time anywhere.

12. Storage management Understand the various user and application storage needs and develop an effective storage infrastructure design. Install and configure storage devices that best meet the needs of end-users and business applications. Develop backup plans and implement backup solution to backup/archive mission-critical enterprise data for compliance and disaster-recovery scenarios.

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?

19. Compliance - Identity Management Case Study About Etihad Airways: Etihad Airways is the National Airline of the United Arab Emirates. Etihad is based in Abu Dhabi, the capital of the United Arab Emirates Customer Challenges: Reduce Cost Simplify user password reset, synchronization and unlock Reduce password-related helpdesk calls Simplify provisioning of roles and permissions within the IT system Centralize management of user accounts across multiple systems Establish processes for auditing user accounts Increase the efficiency and robustness of compliance processes Solution: Etihad Airways worked with Accel Frontline team to create an identity management solution using a suite of Sun Identity Management product, as well as a new application server environment based on Sun technology. Remotely monitor & manage. Business Results: Saved employee time by automating provisioning of access rights 80% reduction in password-related call volume Faster, simpler access to applications and information Streamlined provisioning of new users Managed from remote Accel-MSOC