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Table of Contents
1 General Description of business ........................................................................................................... 4 1.1 1.2 INTRODUCTION: ......................................................................................................................... 4 PRODUCTS/SERVICES ............................................................................................................... 5 Managed Services ........................................................................................................... 5

1.2.1

Provisioning of Equipment and Procurement Services .................................................. 6 Our Provisioning Services include: ........................................................................................ 6 Benefits ............................................................................................................................................ 6 Service Level Agreements ........................................................................................................ 6 Centralized, single-point-of-contact Help desk services ............................................... 7 Our help desk services include the following:................................................................... 7 Benefits ............................................................................................................................................ 7 Service Level Agreements ........................................................................................................ 7 On-Site Support and Installs/Moves/Adds/Changes (IMAC) Services..................... 8 Our on-site support and IMAC services include the following: .................................. 8 Benefits ............................................................................................................................................ 8 Service Level Agreements ........................................................................................................ 8 Technician Remote Support ..................................................................................................... 9 Our remote support services include the following: ....................................................... 9 Benefits ............................................................................................................................................ 9 Service Level Agreements ........................................................................................................ 9 Our network management services include the following: ........................................ 10 Benefits .......................................................................................................................................... 10 Service Level Agreements ...................................................................................................... 11 Our software services include the following:................................................................... 11 Benefits .......................................................................................................................................... 12 Our break/fix maintenance services include the following: ....................................... 12 Benefits .......................................................................................................................................... 12 Service Level Agreements ...................................................................................................... 13 2 Security Services .......................................................................................................................... 13 Our security services include the following: .................................................................... 13 2.1 Benefits .............................................................................................................................. 13

Service Level Agreements ...................................................................................................... 14 Infoplus Pvt. Ltd | Confidential

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2.1.1 Consulting & Advisory Services ..................................................................................... 14

Steps to Order above Services ............................................................................................. 15 2.1.2 Areas of Contract Management ........................................................................ 16

Dedicated resources supporting customer goals. .......................................................... 16 2.1.3 2.1.4 2.1.5 2.1.6 2.1.7 3 Solution Partner ............................................................................................................ 17 Clientele ........................................................................................................................ 18 Lifecycle of Service Provisioning ................................................................................... 20 Some Recent Projects ................................................................................................... 20 ORGANIZATION CHART OF InfoPlus .............................................................................. 21

Disclosure Statement .......................................................................................................................... 22

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1 General Description of business

In this section we will be providing overall scope of the industry. We will give a brief insight on the services we are offering, why we chose this offering and why they are attractive.

1.1 INTRODUCTION:
InfoPlus Pvt. Ltd. is an IT Solution / Service provider that offers innovative IP based infrastructural solutions to its customers. InfoPlus has been established on 2005 as arms of ICTC Group with its history of more than three decades in the pinnacles of the countrys business enterprise, who continues to make relentless efforts to achieve universally honored business attributes such as integrity, transparency, equity, diligence, and value additions and professionalism.
Mission and Vision...

MISSIONSTATEMENT

"We enable business transformation and enrichment of lives by delivering sustainable world class technology Products, Solutions & Services in our chosen markets thereby creating superior shareholder value."

VISION STATEMENT

"A global corporation enriching lives and enabling business transformation for our customers, with leadership in chosen technologies and markets. Be the first choice for employees and partners, with commitment to sustainability."

QUALITYPOLICY

"We shall deliver defect free products, services and solutions to meet the requirements of our external and internal customers the first time, every time."

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1.2 PRODUCTS/S ERVICES

Our prime objective is to provide cost effective and reliable services to the consumers. In addition to this, we will under-line our presence with innovative and useful value addition services which will differentiate us from the existing Solution provider in a meaningful way. 1.2.1 Managed Services

Managed Services is an integrated suite of managed IT services that supports the total life-cycle of your IT infrastructure, from planning and design, to implementation, operations, security, and maintenance. The program objective is to save you money, reduce your risk, and simplify the management of Information Technology infrastructure and services so that you can focus on running your government business. As a full service Managed Services partner, InfoPlus can design, deploy, and operate your entire IT infrastructure, including networks, servers, service desks, desktop systems, mobile devices, peripherals, business systems, application development, and more. A. Procurement Services i) SaaS [Software as a Service] ii) HaaS [Hardware as a Service] B. Help Desk Services C. On-Site Support D. Remote Support E. Network Management F. Software Services G. Break/Fix Services H. Asset Tracking Services I. Security Services

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1.2.1.1 Procurement Services
Provisioning of Equipment and Procurement Services

We provide you with efficient procurement and provisioning services for the end user computing environment, which is achieved through a combination of proven processes, relationships with vendors, understanding your environment and experience of managing a geographically diverse end user community across the country.
Our Provisioning Services include:

Provide all equipment to customer as a service, including procurement and provisioning Finalize system configurations with manufacturer to meet customer requirements Leverage standardized configurations across multiple customers to reduce costs Coordinate equipment orders, shipments, and returns Provide buy-out options to meet the customers requirements Provider of all supporting services including installation and break/fix Standard monthly reports delivered to you, including SLAs, serial numbers, end-of-life

Benefits

There are many direct benefits to your organization when you use our Provisioning and Procurement service:

Reduced total cost of ownership and risk to enterprise Cost controlled business model Streamlined internal product acquisition process Eliminate labor costs and errors associated with asset tagging, image loading Flexible, high value solution mapped directly to your needs

Service Level Agreements

For this service, the Service Level Agreements include the following:

On-time delivery of monthly reports Accurate product quotes from multiple hardware vendors offering alternative configurations Timely processing and submission of accurate orders Delivery of equipment to correct site within scheduled delivery window

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1.2.1.2 Help Desk Services
Centralized, single-point-of-contact Help desk services

InfoPluss help desk provides enterprise-wide technical support, from basic call/contact handling and dispatch to total help desk and customer support solutions.
Our help desk services include the following:

Start-to-finish (open to close) incident management Dedicated toll-free number for callers to reach the help desk Initial confirmation response to customer requests Fast response from knowledgeable and professional staff using known workarounds, solutions, and a customized, continuously updated knowledge base Dispatch services for on-site customer visits Incident escalation and coordination according to customerdefined escalation process Standard monthly reports delivered to you, including analytic reporting that provides custom and ad hoc reports online

Benefits

There are many direct benefits to your organization when you use our Help Desk services:

Cost controlled business model with excellent customer satisfaction Centralized, single-point-of-contact (SPOC) for all problems and service requests Reduced end-user down time and site visits with high first call resolution (FCR) Reduced enterprise support costs by shortening incident resolution time Excellent customer satisfaction achieved by measuring, monitoring, and reporting

Service Level Agreements

Multiple standard Service Level Agreements are offered for Help Desk services. Basic, Standard, and Enhanced Levels each include Monday-Friday, 5 days/week, and business hours coverage (9 a.m. 6 p.m. Nepal Standard Time). Non-business hour coverage and extended business hour coverage is available at an additional cost.

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1.2.1.3 On-Site Support Services
On-Site Support and Installs/Moves/Adds/Changes (IMAC) Services

InfoPluss on-site support and IMAC services provide complete support for the desktop, including software and hardware. Install Move, Add, and Change services are provided to assist in all activities ranging from deployments and hardware/software installations to office moves, as well as common changes and upgrades.
Our on-site support and IMAC services include the following:

Certified and trained technicians are accessible at customer site Return equipment to service along with providing additional personal service such as interfacing with existing customer help desks, support of customer specific applications, and desktop Installation, upgrades, configuration, and movement of systems Coverage for both warranty and non-warranty equipment available Standard monthly reports delivered to you, including SLAs, root cause analysis, failed device analysis, and trend analysis

Benefits

There are many direct benefits to your organization when you use our On-Site Support and IMAC services:

Higher level of service delivered, increased user satisfaction Familiarity with staff and customers unique needs Minimize possible workplace disruptions Brief orientations, Q&A with users offered to complete the visit to ensure user satisfaction

Service Level Agreements

Multiple standard Service Level Agreements are offered for On-Site Support and IMAC services. Basic, Standard, and Enhanced Levels each include a technician on-site Monday-Friday, 5 days/week, business hours coverage (9 a.m. 6 p.m. Nepal Standard Time). Non-business hour coverage and extended business hour coverage is available at an additional cost.

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1.2.1.4 Remote Support Services

Technician Remote Support

InfoPluss remote support services provide a real giant leap forward toward reducing the cost of ownership for our customers. This service is included when you purchase either Help Desk services or Break/Fix Hardware Maintenance services.
Our remote support services include the following:

Remote login following customer-approved security procedures Certified and trained technicians resolve problems quickly Technician interacts with user which helps to prevent future problems Ad hoc training offered when users need it most and when learning retention is highest Standard monthly reporting included in help desk or break/fix hardware maintenance reports

Benefits

There are many direct benefits to your organization when you use our Remote Support Services

Higher service levels and faster problem resolution for users More problems resolved during initial contact with help desk or field engineer Less workplace disruptions due to reduced on-site visits Reduced user downtime so users can get back to work sooner

Service Level Agreements

Standard Service Level Agreements for this service are included as part of both help desk services and break/fix hardware maintenance services as an efficiency to expedite end user return to service, increase First Call Resolution, and reduce the number of on-site visits to users.

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1.2.1.5 Network Management Services

InfoPluss network management services provide complete support for the management and support processes for Local Area Networks (LAN) and Wide Area Networks (WAN). Services are provided either on-site or remotely from a InfoPlus facility such as a Network Operations Center (NOC).

Our network management services include the following:

Connectivity troubleshooting Performance and availability management, including eliminating bottlenecks Monitoring Pro-active preventive management and highly efficient reactive capabilities for unexpected repair problems Leverage L2/L3 IP-VPN, MPLS , Local Loop enhanced features and functionality to effectively support customers to the available national /international backbone Rigorous change management Technical expertise and collaboration with selected hardware vendors Configuration of network management consoles, including auto-discovery process, configuration of management consoles, establishing performance thresholds, defining performance-tuning parameters, automated preventive notification and pre-failure alerting, trend analysis event correlation and root cause analysis, user account administration, network devices and configuration, and change management Standard monthly reports delivered to you, including network services report and incident reports

Benefits

There are many direct benefits to your organization when you use our Network Management services:

Your mission critical IT infrastructure is operated by trained and certified IT professionals Maximize network performance and availability Lower cost for the service due to leveraged resources and staff No hiring, training or staff retention issues which distract from your primary business Your investment is protected when we utilize customer-owned equipment or offer our standard network management suite Infoplus Pvt. Ltd | Confidential 10

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InfoPlus has first-hand experience working with Network circuit platform

Service Level Agreements

Multiple standard Service Level Agreements are offered for Network Management services. Basic, Standard, and Enhanced Levels each include monitoring Monday-Friday, 5 days/week, business hours coverage (9 a.m. 6 p.m. Nepal Standard Time):

1.2.1.6 Software Services InfoPluss software services provide complete solutions for managing desktop software, from the operating system to patches to software upgrades and electronic distributions. In todays complex environment, you need IT professionals providing high quality solutions to help your users be as productive as possible. In addition we help to support and secure your network and desktops.

Our software services include the following:

Software configuration management, keeping your desktops safe and your software current Patch management solutions to protect your enterprise from desktop security vulnerabilities Identify and distribute Security patches to protect servers and desktops Efficient, automated, and policy-based electronic software distribution providing maximum control and coverage with scheduled deployments during non-business hours Customer-provided Enterprise Software Distribution (ESD) System Design of software infrastructure to match customers unique business environment Image management, including development, testing, verification, and distribution of a standardized desktop image Support of both enterprise level and department level customer requirements during a software distribution Standard monthly reporting delivered to you, including SLAs and regular status reports on software service activities, issues, and recommended actions

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Benefits

There are many direct benefits to your organization when you use our software services:

Virtually no disruption of services to end users during and after software updates Reduced impact of virus and security incidents with a higher level of desktop security Minimal impact to current IT support processes and customer business processes Lower cost for the service due to leveraged resources and staff No hiring, training or staff retention issues which distract from your primary business

1.2.1.7 Break/Fix Maintenance Services Vendor Owned Hardware

InfoPluss break/fix maintenance services provide a complete solution for managing your Router/Switches etc. A phone call to our xxxxx number starts the process of getting your device back in service.

Our break/fix maintenance services include the following:

Centralized support through a single telephone number and incident management system Coverage for servers, routers, switches desktops, laptop, tablets and printer devices Remote troubleshooting before on-site visit delivers faster repair and return to service Proactive and preventative servicing of supported devices Repair or replacement of marginally performing or failing hardware components Standard monthly reporting delivered to you, including SLAs, root cause analysis, ticket volume, and trend analysis

Benefits

There are many direct benefits to your organization when you use our break/fix maintenance services:

Save you time and money by simplifying hardware maintenance A single provider for coverage for your locations throughout the entire state of Nepal High quality of service leveraging a consolidated repair history and knowledge base Extensive experience with multiple brands of hardware, so you are covered Infoplus Pvt. Ltd | Confidential 12

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Excellent return to service coverage No hiring, training or staff retention issues which distract from your primary business

Service Level Agreements

Multiple standard Service Level Agreements are offered for break/fix maintenance services for vendor-owned equipment. All Service Levels cover within Kathmandu. Basic, Standard, and Enhanced Levels are detailed below:

2 Security Services
InfoPluss security services provides a customer with a comprehensive, managed 24/7 service without requiring an extensive customer investment in hardware, software, and technical staff. This complete solution includes architecture, design, implementation, and training to secure your environment.
Our security services include the following:

Returning removed hard drives to customer as required Perimeter Security including Firewalls and Intrusion Detection, Intrusion Prevention Systems (IDS/IPS), and Virtual Private Network (VPN)s Strong authentication to keep intruders off of your network Proactively locate and mitigate security weaknesses in the customers enterprise infrastructure Account Provisioning to streamline and secure user account administration and password management Centralized management and analysis of all customer log data for correlation Protect and monitor e-mail infrastructure entry

2.1

Benefits

There are many direct benefits to your organization when you use our security services:

Protection of systems from viruses and other types of malware Security measures are implemented throughout the distributed networking environment Comprehensive view and management of customer enterprise security infrastructure Lower cost for the service due to leveraged resources and staff No hiring, training or staff retention issues which distract from your primary business

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Service Level Agreements

For this service, the Service Level Agreements include the following:

Initial security audit of customers desktop environment and present security recommendations Manage anti-virus/malware software solution Pricing based on 100 seats and reduces significantly with higher seat counts at 3375 / seat / month Consulting & Advisory Services InfoPlus maps your business strategies to the necessary IT infrastructure and enables you to achieve business goals efficiently. InfoPlus's consulting team comprise of senior networking and Communication experts with vast experience in the fields of consulting and technology. InfoPlus provides consulting in the fields of advanced IP, advanced routing, switching, and wireless/ wire line networks, VoIP, IP telephony, Video conferencing, Tele-Presence, MPLS and Data centers. The company's consultancy scope usually includes network engineering, design, consolidation, as well as outsourcing. InfoPlus solutions enable companies to create and successfully deploy IT practices and solutions that allow an immediate productivity boost and significantly reduce operational costs.

2.1.1

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Steps to Order above Services

1 2 3

On-Site Evaluation Proposal Contract Management On-Going Contract Support

1) On-Site Evaluation
Our goal is to sit down and understand your needs.
We provides the types of services required that will fall under the following task areas: program management; enterprise IT policy and planning; enterprise design; integration and consolidation; information assurance; business process reengineering; requirements analysis; market research and prototyping; information and knowledge engineering; development of software interfaces and software configuration; product integration; test and evaluation; seat management; asset management and technology implementation.

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2) Proposal
Our blueprint for achieving quality Following our on-site evaluation of the environment, InfoPlus will provide a proposal which services the needs identified. This proposal is delivered in the framework outlined by our Contracts. As part of the proposal phase, we will submit a detailed proposal on ways to transform and improve the customers IT infrastructure to deliver quality services. The IT infrastructure includes network services, desktop and e-mail, data centers, customer care services, security services, break/fix services, and other infrastructure projects and services, as described by this website.

3) Contract Management
Systematically and efficiently managing contract creation

Upon written acceptance of the InfoPlus Information Technology proposal, a written Supplemental Agreement parameteritized within the framework outlined in the Managed Services for Information Technology contract will be executed between us.

2.1.2

Areas of Contract Management

Authoring and Negotiation Document Management Baseline Management Commitment Management Issue and Change Management Service Level Agreement Compliance

4) On-going Contract Support

Dedicated resources supporting customer goals.

At the start of all contracts, InfoPlus assigns a dedicated Program Manager who will be the single point-of-contact (POC) with the customer. Our program manager is responsible for directing all activities including contract compliance, program success and customer satisfaction. Our program manager represents InfoPlus in all matters relating to the contract including contractual, administrative, and technical issues. The program manager communicates with the customer on requirements and status of activities, allocates the necessary resources, takes required personnel actions and directs efforts of subcontractors and product suppliers to achieve the customers goals. Infoplus Pvt. Ltd | Confidential 16

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In addition, the program manager provides leadership and direction to the program, and directs line supervision to the InfoPlus organization. The InfoPlus Program Management Office provides a well-defined communications interface for all aspects of account management, including planning, management and operations, and monitoring and reporting functions. On a weekly basis a formal meeting takes place; however, the InfoPlus project manager and any necessary members of his project team and the customer POC will communicate concerns, issues, and plans and solve any problems before they arise. 2.1.3 Solution Partner

InfoPlus, as a group company of ICTC, has legacy in International partnership, which will leverage InfoPlus to have partnership with top of line manufacturers / service providers. We have already initiated discussion with the following companies:

and many more on the Way!!!

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2.1.4 Clientele

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Product Categories
Routers: CPE, Access , Aggregation, Core Switches: Normal, Managed L2 / L3, Gigaethernet (SFP), Access , Aggregation, Core , Metro-Ethernet Transmission: Modems, Media converters, MUX, Fiber Cable & passive components of Fiber Security: Firewall, UTM, IPS / IDS, VPN Concentrator, NAC, End point Security. Server Security, Surveillance Systems, Access System Wireless : Carrier Class, Enterprise Class, PTP , PMP , Mesh, Wi-Fi 802.11, Antenna Unified Communication: VoIP, IP Telephony, H323 / SIP Voice Gateway Series, SMS Gateways, Streaming Servers. Video / WEB Conferencing. Management & Monitoring: NMS / EMS , ERP, CRM, HRMS .

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2.1.5 Lifecycle of Service Provisioning

Consultation Services Survey and Documentation Analysis & Assessment Network Architecture and Design Performance Optimization / Wireless Remediation Equipment & Procurement Testing & Implementation Operations & Maintenance Technical Training AMC (Annual Maintenance Contract)
2.1.6 Some Recent Projects

Data Center implementation for Inland Revenue Department, 2010 Turnkey IT Infrastructure deployment for Bank of Kathmandu, 2009 Centralized Network System deployment for Siddartha Insurance, 2011 Centralized Network System deployment for Department of Land Information and Archive, 2011 Turnkey Nationwide Network Expansion project for Websurfer Nepal , 2011

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2.1.7

ORGANIZATION CHART OF InfoPlus

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3 Disclosure Statement
The information in this proposal shall not be duplicated, used or disclosed in whole or in part for any purpose without written consent of InfoPlus.

Contact: InfoPlus Private Limited Alka Chamber, Pulchowk, Lalitpur, Nepal Mailing Address: GPO Box 8975 EPC 5684 Tel: +977-1-5553390/1 Email: info@infoplus.com.np;

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