Solution Based Approach : : : : : Building relationships through partnerships

Solution Based Approach : : : : : Building relationships through partnerships

www.sbainfo.in

About UsRecognitions for growth:

• Offering IT services & Solutions since 1991

• VMware Enterprise Partner

• NetApp Silver Partner

• IBM Advance Partner

• Cisco Registered Partner specialized in network infrastructure

Stable & Track Record:

• Consistent growth rate of 40% YoY in revenues

• 98% customer retention• 80% businesses are references and

repeat in nature

Our DNA:

• Tech Support focused services

• Focus on serving Technology Leaders

• Long term, valued partnership

• Process & innovation driven

Our Partners

Our Clientele

Solution Portfolio

Virtualization & Consolidation

Messaging & Collaboration

Data Protection

Information Security

Networking

Virtualization & Consolidation

• Server, Desktop & Application Virtualization

• Technology adoption recommendations

• Compute, Storage and Network Solutions

• Migrations & On going support– High Level consulting and planning– Business objective focused migration

expertise– P2V Migration based on customer

requirements and licensing options– Contingency Planning, Design,

Implementation, Deployment – Dedicated support ensuring implemented

projects protect their business interests

• Private Cloud Adoption, Self Service Portals and Chargeback Mechanism

Messaging & Collaboration

Simplified Messaging & Collaboration Solution

Enhancing Communication within and External to Organization

Delivery as On Premise or Hosted Services

MS Exchange, Zimbra, IBM Lotus Notes , Google Apps

Unified Communication Solution with Voice and Video Integration

Complimenting solution – Email Archival, Email Security, Single Sign-on etc

Information Security

Securing IT Assets & Safe Guarding against Threats

Network, Host and End Point Protection

Threat Vectors to include Applications , Users , Hackers

Protection against Data Leak, Data Corruption , Network

outage

Prevention Technologies DLP SIEM IPS / IDS Web & Email Gateway Firewall & VPN

Data Protection

Data Backup, Archival and Recovery

Disk to Disk, D2D2T, Far Site / Offsite Backups

Archival Solution Compliance or Process Needs Faster Restoration

Disaster Recovery Solutions

Customer Owned / Hosted DR Sites

Rule Book Automation

Networking

Experts in Plan, Design, Implement,

Manage Networking

Layer 2 to Layer 7 Networking

Enterprise Secured Wireless Solutions

Switching, Routing, Layer4-7

Application Accelerators, Load

balancers, Secured Application Access

Services Portfolio

• Managed Services

IT Infrastructure Monitoring and Management

Network Infrastructure Monitoring and Management

Day 2 Support (Extended NOC Services)

Information Security

• Professional Services

Consulting Implementation Migration/Integration

Services Portfolio – Managed Services

IT Infrastructure (Extended Support)

Application Monitoring & ManagementAsset ManagementData Center Monitoring & ManagementDesktop ManagementMessaging & CollaborationServer Monitoring & ManagementStorage ManagementVirtualization & Consolidation

Network Infrastructure (Back-end Support)

Unified Communications Design Support & Remote Provisioning Converged Network Design & SupportReactive Network Support (Level 1, 2 & 3 Support)

Day 2 Support (Extended NOC Services)

Level 1, 2 & 3 Support

Information Security

Data Loss Prevention (DLP)Security Information & Event Management (SIEM)Unified Threat Management IDS & IPS Signature Management QOS ( Quality of Services) Deep Packet Inspection Reporting & Analysis VPN Security & Port Management Virtual private Network security Encryption and Authentication Manage and block ports

Technical Support Augmentation Process

Client Central Office

SBA Network Operations Center

NMS System

VPN Connectivity To Central

NOC-

Sonic Wall

Customer ALocation

VPN Tunnel to NOC

Internet

Each customer network is connected to the SBA NOC through a secure VPN connection, limiting SNMP and ICMP traffic.

Customer BLocation

VPN Tunnels to Central Office

NMS Tool & Service Deskused by SBA & Client

NMS Backup

NOC Process Overview

Priority Levels

Priority Level Description Response Time*

Resolution Time**

Closure Time***

P1: Critical(5-Very High )

A Problem that affects entire process/Network or 80% of the users in the Head office

< 4 Hours < 8 Hours < 8 hours

P2: Major (4- High )

A problem that affects a typical user < 6 Hour Next Business Day

P3: Minor (3-Normal )

A problem that affects the productivity of a user/users (such as performance of a system is slow)Planned Installation, Movement of equipment, addition / deletion of Hardware / Software

Next Business Day

2 Business Days

P4: Planned Activities(3-Normal )

These are basic activities that involve multiple vendors and are of time consuming. Includes installation of new application software, Migration of existing application, Re-organizing your network, Planned shutdown of Servers for maintenance purpose etc.

As per Mutually Agreeable Terms

*(Excluding Travelling time if involved) ** (Workaround for an issue or that the problem can be reopened)*** (Permanent solution. Will not require to reopen the problem)

Support Levels

Level 1 Support Monitor, Verify and Notify Alarms Trouble ticket management through Service Desk Basic hardware troubleshooting through NMS Escalation management

Level 2 Support Support for IPT, IP, AVVID, WAN, VPN Networks Diagnose, troubleshoot and resolve complex problems Work with vendors Configuration management Patch and Standard Change management

Level 3 Support Advanced support for end-to-end internetworking issues Diagnose, troubleshoot and resolve highly complex problems Expert engineers work solution with hardware/software vendors, 3rd party service providers etc Root cause analysis

Extended Support Options

Resource/Device Based (Dedicated resource): Engineers Level 1/2/3, as required Shared NOC Infrastructure Synchronization with client’s Level 3 Engineers

Fixed Time/Task based (Dark Hours/Weekends/Day): Shared engineers Level 1/2/3, as required Shared NOC Infrastructure Shift Hand off-Take off process with client’s NOC Service desk shared with client’s support engineers

24x7 Total Support: Dedicated Engineers Level 1/2/3 Dedicated NOC Infrastructure Synchronization with client’s Level 3 engineers

Shift Hand Off – Take Off Process

30 minutes to new shift

10 minutes to new shift

5 minutes of new shift

Shift handoff form preparation

Shift handoff takeoff meeting

Shift Takeover signoff and mail

sent

Shift Changeover flowOutgoing Shift Tasks:

Highlight all major priority incidents in the handoff sheet

Prepare schedule activity and maintenance for next incoming shift

Prepare Shift activity report

Incoming Shift Tasks:

Sign on and decide the handling of incidents

Allocate analysts for the schedule activity and maintenance

Shift Lead decides engineer and task allocation

Transition Process

Knowledge Transfer

Stabilize Process

TransitionProgram Plan Layout

>> Current Environment Study

>> Initial Engagement Plan

>> Plans for Knowledge Transfer Phase

>> Study Previous Problems

>> Identify externals & Dependencies

>> Current Environment Study

>> Initial Engagement Plan

>> Plans for Knowledge Transfer Phase

>> Study Previous Problems

>> Identify externals & Dependencies

>> Understand present Infrastructure

>> Understand Technologies Used

>> Understand current process and SLA & Escalation Matrices

>> Quality Process

>> Security Process

>> Reporting Procedures

>> Understand present Infrastructure

>> Understand Technologies Used

>> Understand current process and SLA & Escalation Matrices

>> Quality Process

>> Security Process

>> Reporting Procedures

>> Ramp up as per Schedule

>> Process Transition

>> Establish Performance Parameters

>> Reporting

>> Ensuring SLA Parameters are met

>> Backup Plan

>> Ramp up as per Schedule

>> Process Transition

>> Establish Performance Parameters

>> Reporting

>> Ensuring SLA Parameters are met

>> Backup Plan

>> Finalize Process & Quality guide book in line with SLA

>> Implementation of all processes across all technologies

>> Set up Project Manager

>> Project Management

>> Risk Management

>> Finalize Process & Quality guide book in line with SLA

>> Implementation of all processes across all technologies

>> Set up Project Manager

>> Project Management

>> Risk Management

Professional Services - Consulting

• Active Directory• Back-up & Disaster Recovery• Cisco Networks• Cloud Solutions• Data Center• Messaging & Collaboration• Networks• Security - SIEM, DLP, IDS &IPS Signature Management, VPN Security• SharePoint• Unified Communications• Virtualization & Consolidation

Plan

Design

Migration

Implementation

Professional Services – Implementation & Migration

Implementation

• Cisco – Unified Communications & Telepresence• Microsoft - Active Directory, Office 365, SharePoint• Virtualization - VMware, HyperV, Citrix• Storage – NetApp, EMC, IBM• Messaging – Zimbra, Microsoft Exchange, Google Apps• Security –SIEM, DLP, IDS &IPS Signature Management, VPN Security• Data Center, Disaster Recovery and Back-up• Cloud - Amazon, Softlayer, Rackspace

Migration/Integration

• Cisco Unified Communications, Avaya• Microsoft - Active Directory, Office 365, SharePoint• Virtualization using Cloud• Storage – SAN, D-Duplication• Messaging – Zimbra, Microsoft Exchange, Google Apps• Data Center Migration/ Integration• Cloud - Amazon, Softlayer, Rackspace

Data Center Services & Support

Multi Vendor Technologies

Storage

EMC

Netapp

IBM

HP

Hitachi

NMS Tools

Kaseya

Tivoli

HP Openview

Solarwinds

N-Able

IT 360

Nagios

Microsoft

Active Directory Services

Exchange Server

SharePoint

HyperV

Virtualization

VMware

Hyper V

Cisco

Unified communications

wireless

Contact Center

MPLS/ VPN

Security

Citrix

Xen Desktop

Xen Server

Opencloud

Partnership Benefits

Capabilities• Scalable & skilled talent pool• Quality & secured Infrastructure• Innovation & Creativity• High availability

Competitiveness• Flexible Models & Right costs• Alignment with Business Goals• Integrated Technology &

Operations• Desired end results

Change• Managing Business Cycles• Quick adoption• Sustainability

Thank You!

SBA – The right Partner with right Delivery

Contact Us:

SBA Info Solutions Private LimitedNo:19, “SBA House”, 46th StreetAshok Nagar, Chennai , Tamilnadu, India. Pin 600083.Ph: +91 44 24897598 (3 Lines)Email: sales@sbainfo.inWebsite: www.sbainfo.in US Phone: +1 206 792 9394