accel frontline remote infrastructure capabilities

Accel Frontline Ltd. Confidential1

Remote Infrastructure Management Services [RIMS]

Accel Frontline Ltd. Confidential

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


Partnerships

Software InfrastructureInfrastructureStorageStorage SecuritySecurity

NetworkingNetworking


► Solaris

► HP

► RedHat

► AIX

► ITIL

► Veritas Volume Manager/Cluster

► SNIA

► Brocade

► Hitachi

► Veritas Netbackup

► EMC

Skills & Certifications

Trained and Certified Resource Pool to Address Customer Requirements


Services

Technology Products & Solutions

Data/Storage Consolidation Management

Enterprise Network Deployment

Disaster Recovery/Business Continuity Platform

IT Security Consulting & Implementation

IT Consulting

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

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

Oracle E-Business Solutions

Application Development Services

Accel Software Products

- Accel UMS

- Best B

- eProsys

- Prodigy

Global Software Services

IT Infrastructure SolutionsIT Infrastructure Solutions Infrastructure ManagementInfrastructure ManagementEnterprise Software SolutionsEnterprise Software Solutions


Accel IMS & RIMS Portfolio

Accel Frontline Ltd. Confidential04/12/23

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


Vendor / 3rd Party / On–site CoordinationVendor / 3rd Party / On–site Coordination

A C C E L S E R V I C E SA C C E L S E R V I C E S

Data Center Remote Services

Web ServersWeb Servers DatabasesDatabases StorageStorage Infra APPSInfra APPS NetworkNetwork

• 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 SupportL1 Support L2 SupportL2 Support L2 / L3 SupportL2 / L3 Support

24 x7 MonitoringApplication SupportBatch SchedulingBatch Job ExecutionInventory ManagementUpgrade & SW DistributionLogs Management

BuildMaintenance & PatchingSystem AdministrationUpgrade & SW DistributionInventory ManagementBackup & RecoverySecurity Admin

Technical SupportProblem ResolutionSystem PerformanceCapacity PlanningDesign & ArchitectureInventory ManagementBackup & RecoverySecurity Admin

Hands & Feet (Break fix, Tape Mgmt.) Hands & Feet (Break fix, Tape Mgmt.)

In addition, DR option at a different site with options for data replication and connectivity at <30ms

SystemsSystems


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.


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


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.


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.


MSOC – RIM Service ElementManaged 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 YPatch 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 YEvent Log Monitoring Y YConfiguration Changes Y Dedicated Account Manager Y Environment Documentation Y YAsset Tracking (Asset Management) Y YScheduled Reports Y YUser ID Management Y Procurement Consultation Y New Product Evaluation (PS) Y Notification for Critical Alerts Y YFix Critical Alerts Y

Support Matrix


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

Accel Frontline Ltd. Confidential15

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

Service Coverage & SLA / Severity


MSOC Monitoring Tool (Sapphire IMS)


We make it simple to work with us!

Operations delivers on daily metrics that tie into C-Suite KPIs

Operations delivers on daily metrics that tie into C-Suite KPIs

Reporting & Governance Tools

Reporting & Governance Tools

Quality Focus and Planning Techniques

Quality Focus and Planning Techniques

Operations manager translates imperatives to department goals

Operations manager translates imperatives to department goals

Operations & Transition Management

Operations & Transition Management

Experienced Account Management

Experienced Account Management

History of Long Relationships

History of Long Relationships

Expertise

Rigor

Relationship

Measurement

Consistency

Processes

Training & Recruitment Engine

Training & Recruitment Engine

Key Differentiators

Accel Frontline Ltd. Confidential 18

Why Accel?


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

accel frontline remote infrastructure capabilities

Documents

physical infrastructure

physical security access

data replication

india dataquest

india iso

c c e ls e r v

hvac system n

total ict solutions