By

Ctrl S Data Centres Ltd

STATEMENT OF CONFIDENTIALITY

This document contains proprietary trade secret and confidential information to be used
solely for evaluating Ctrl S Datacenters Ltd. The information contained herein is to be
considered confidential. Customer, by receiving this document, agrees that neither this
document nor the information disclosed herein, nor any part thereof, shall be
reproduced or transferred to other documents, or used or disclosed to others for any
purpose except as specifically authorized in writing by Ctrl S Datacenters Ltd.

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Ctrl S datacenters Ltd, Plot No 16, Software units layout, Hitec City Madhapur,
Hyderabad – 500082, Ph: 040-30580600
 TABLE OF CONTENTS

Executive Summary .....................................................................................................3

Managed Services:- Value added to Co-location Services............................................................5
MRTG (Multi Router Traffic Grapher) ...................................................................................6
Services offered by Ctrl S Managed Services...........................................................................8
CALL FLOW ................................................................................................................................................... 10
ESCALATION PROCEDURE – MANAGED SERVICES ................................................................11
ISO 27001 - ............................................................................................................13
ISO 20000-1............................................................................................................14
BS25999 ...............................................................................................................15
TIER IV Datacenter Certification ......................................................................................16

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Ctrl S datacenters Ltd, Plot No 16, Software units layout, Hitec City Madhapur,
Hyderabad – 500082, Ph: 040-30580600
Executive Summary

As content based applications and Online Services / E-commerce become increasingly important for
our day to day business operations in all segments, and these web based applications are need to be
24/7 available to customers, users & employees, hence all these applications demands high availability
and 99.995% uptime.

To maintain such uptimes the organizations has to build robust IT Infrastructure and round the clock
predictive maintenance to the infrastructure. In reality it would be difficult to focus on the IT
infrastructure 24/7 maintenance other than core.

The most of the companies prefers to outsource the IT infrastructure, to focus more on core business
area. The out sourcing IT infrastructure would help organizations not only on high availability and 24/7
operations, it also brings cheers on finance team.

• No Capex investment
• 20% savings on opex
• 24/7 monitoring and managing client’s application

Ctrl S Datacenters offers its IDC services beyond customer expectations. Ctrl S has built Data Center
with tier IV standards (highest standard as per uptime institute) IDC located in Hitec-City
Hyderabad, the IDC has facilities as per Tier IV standards with redundancies in Power, Cooling, UPS,
Generators & network connectivity. Ctrl S Datacenter is Carrier neutral facility of STM 16 capacity with
all major network providers.

Ctrl S offers Disaster recovery with Business continuity seats, Server collocation from 50Sq.mts to
500Sq.mts (one single rack to multiple racks) and Managed services.

Advantages to implanting tier IV Standards

o Fault tolerant (not susceptible to any single point of failure)

o Human-proof (with most activities automated)
o Concurrently maintainable (no planned shutdown required ever)
o Carrier neutral IDC.
o 100% uptime recorded from 1st November 2006 till date

Redundancy levels deployed in Datacenter Design

We have n + n redundancy in power, distribution, UPS and back up DG sets (diesel generators),
n+n redundancy in Precision air-conditioning (PAC) system for High density cooling, n+1 for low &
medium density cooling.

Dual power paths to every rack

For components with single power source, stand alone STS (static transfer switch) can be
provided at rack level.
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Ctrl S datacenters Ltd, Plot No 16, Software units layout, Hitec City Madhapur,
Hyderabad – 500082, Ph: 040-30580600
Bandwidth

From all the major carriers available.

Flexible options for bandwidth – burst-able, blended and data transfer based.

Redundancy available from Ctrl S.

Various solutions can be offered depends on Data Transfer & customer need.

Intrusion Detection / Intrusion Prevention

SPAM Filtering

Virus Filtering

One IP Address included 2U service

Installation takes 4 business days to complete

24x7 Monitoring along client access

CtrlS will be provided daily report with access different monitoring tools. We calculate bandwidth
usage on a per client port not as per server basis.

Cabling

Structured, flexible, and scalable data cabling.

Rack Space

Rack with specified steady state power consumption – from 2 kW to 24 kW

Includes standard 19”, 42 U rack with dual power supply,

The Standard power offering along with one rack would be 3kva ( 2.4kw)

14 x 2 x 5Amps sockets

Centralized cooling (220 C +/- 10 C)

Centralized gas based Fire fighting system of FM200

FM 120 Fire rated walls

2 Levels Manned Security for entry with Gunman at datacenter entrance, and also 2levels at Fire
exit.

Options for backup / recovery and L1 services available

Bandwidth charged extra as per the plan

Rack level STS or stand-alone STS available at extra cost

Ideal for enterprises & SaaS providers

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Ctrl S datacenters Ltd, Plot No 16, Software units layout, Hitec City Madhapur,
Hyderabad – 500082, Ph: 040-30580600
Managed Services:- Value added to Co-location Services

Ctrl S Data Center also provides the following additional services as managed services as needed
basis. Charges for these services vary depending upon client need and can be determined prior to
connection of services.

Network Services

Architecture, design and implementation

Equipment configuration and management

Topology review – Identify and correct performance and reliability problems

Security planning, analysis and hardening

Maintenance and management solutions

Bandwidth in 1 Mbps Increments

Intrusion Detection / Intrusion Prevention

Broadband Connectivity via gigabit Ethernet

Firewall Services

Content Filtering

DNS Services

Email Services

SPAM, Virus and Spyware Filtering

Continuous Network Monitoring by centralized 24*7 NOC

Administration Services

Unix system configuration and management (Solaris, Linux, HP-UX)

NT/Win2K system configuration and management

Software installation and configuration

Upgrade and patch installation

Complete DNS implementations

Backup and recovery solutions

Preventive Care Services

Upgrade Alerts

Health Check

Health Consultation

Health Watch

Remote Console Access

Remote Hands Support (support as on call basis)

VPN Management

Backup Services Available (daily with Weekly incremental)

Software Licensing

Server Health Monitoring Services along proactive alerts throughout 24*7.
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Ctrl S datacenters Ltd, Plot No 16, Software units layout, Hitec City Madhapur,
Hyderabad – 500082, Ph: 040-30580600
MRTG (Multi Router Traffic Grapher)

A tool used to monitor the traffic load on network-links. MRTG generates HTML pages containing GIF
images which provide a visual representation of this traffic.

Samples of client actual bandwidth usage are taken every five minutes from VLAN port on our core
switch, utilizing Bandwidth Reporting. The program then averages the totals and posts the result as a
five-minute usage point on your report. Over the month, we will continue to plot the five-minute
averages, which total about 8,640 points plotted on the graph. We then take the top five percent of your
usage (432 points, or 36 hours) and throw it out! Your usage is determined based upon the highest
remaining usage plotted. This is at 95th percentile.

This method of billing provides you with a number of advantages. Any usage bursts that are untypical
of your bandwidth requirements are not charged to customer, and this equates to receiving the
difference between average bandwidth and customer’s highest 36 hours of bandwidth usage free each
month.

Ctrl S make available access to client via the web to view your Daily, Weekly, Monthly and MRTG
graph reports at any time. If the package(s) include a specific amount of bandwidth, any overage(s)
will be billed at contracted rate at end of the calendar month.

Ctrl S offerings to customers are unique from the competition, In general, competition simply rent rack
space and provides bandwidth, and they overlook on scalability, security, and service.

The Key features are as follows:

• Comprehensive Service Portfolio:

o Technology Domains:
 Network
 Server
 Databases
 Storage
 Security
o Service Desk, Monitoring, Administration, Diagnostics, Trend based consulting
o Providing Ever present (24x7x365) proactive services
o Certified ITIL processes and security standards for service delivery

• Other Features:
o Resilient Architecture - Redundant Power Systems, Reliable communications
and telecom infrastructure, ergonomically designed workspaces
o Electronic Surveillance, Biometric Access, Intelligent Fire detection and
suppression systems

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Ctrl S datacenters Ltd, Plot No 16, Software units layout, Hitec City Madhapur,
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 o Central Panoramic monitoring area powered by multiple customer views on
giant screens
o Highly Available Data Center, Staging & Test Areas

Process

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Ctrl S datacenters Ltd, Plot No 16, Software units layout, Hitec City Madhapur,
Hyderabad – 500082, Ph: 040-30580600
 Services offered by Ctrl S Managed Services.

Ctrl S service offering from its onsite Operations Center spans the enterprise as per
the need of the customer. The following block diagram depicts the service offerings.

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Ctrl S datacenters Ltd, Plot No 16, Software units layout, Hitec City Madhapur,
Hyderabad – 500082, Ph: 040-30580600
 Datacenter Architecture

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Ctrl S datacenters Ltd, Plot No 16, Software units layout, Hitec City Madhapur,
Hyderabad – 500082, Ph: 040-30580600
Datacenter Services (covers Servers, Database, Mail, Security & Web)

• A Team of Specialists would be operating, monitoring and managing the CLIENT assets 24*7.
• Ctrl S follows ISO 27001 security standards and would ensure high level of security for all
client related operations.
• CLIENT Data will not move out of their Network. Only performance metrics, alerts and events
would flow out of the network through the agents and SNMP alerts.
• In case an outage event or a performance threshold violation event, a service desk ticket for
the event will be generated and these events will be validated
• If the tickets are FALSE POSITIVES, then ticket is treated as null, else the Incident
Management process takes over.
• These tickets will be available online and accessible using the user ID/ password pair provided.
The client also can open these trouble tickets.
• Besides Incidents, based on the scope, Ctrl S employees would log into the servers for
Implementing changes, Problem Management, Maintenance tasks and Service Requests (like
backup, patch update)
• Once the server is up and made running, an RCA will be created for all such service outages
and will be shared with the client.
• Any onsite hands and legs support for DC assets would be provided even for collocations.
• The Support window would be 24x7

Call Flow

The below illustration describes how the Call Flow between the various elements and the helpdesk
team

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Ctrl S datacenters Ltd, Plot No 16, Software units layout, Hitec City Madhapur,
Hyderabad – 500082, Ph: 040-30580600
 ESCALATION PROCEDURE – MANAGED SERVICES

1) In Case of a Customer Complaint:

Sl. Step Responsibility

No.
1 Reporting of complaints by the customer Customer Care Executive

All complaints are reported to the Helpdesk through any of the means:

Landline No: 040-30580583

Facsimile: 040-23116055
Electronic Mail: support@Ctrls.in

* The customer should give the Customer ID along with the

complaint which is down for quick tracking & restoration.

2 Generation of Fault Ticket No Customer Care Executive

The Helpdesk will enter the details in the fault management system and
inform to the customer about the following:
 Fault ticket No
 Expected Restoration Time

Note 3: The Expected Restoration Time (ERT) will be reported within half
an hour of the customer complaint with cause of failure.
3 Updates to Customer Customer care Executive

Update to the customer will be given 15 minutes before expiry of ERT.

4 Escalation of Complaint (By Customer) Customer Care Executive

The customer is free to escalate to relevant CTRL S personnel in case

customer care does not revert, as per Matrix enclosed.
5 Ticket Closure Customer Care Executive

Once the fault has been corrected, Helpdesk will contact the customer to
ensure that he is satisfied with service restoration. The fault ticket will be
closed in accordance with the customer’s verbal acceptance of satisfactory
closure.

2) In Case Of Outage: CTRL S IDC will communicate to customer any outages related to
Managed Services elements within 10 minutes of observation of fault through NMS or
escalation by our Engineers.

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Ctrl S datacenters Ltd, Plot No 16, Software units layout, Hitec City Madhapur,
Hyderabad – 500082, Ph: 040-30580600
** Logging of complaint is mandatory to ensure that fault ticket number is generated for
further reference & auto escalation through our work flow system.

4) Escalation Matrix:

Level Time after Name Portfolio Contact Information

expiry of ERT
1st Level Immediately Mr. Srinivas Program Email: srinivas@ctrls.in
Escalation after lapse of Manager Mob: +91-
ERT Landline: +91-40-30580585

2nd Level Lapse of 2 Mr. Sanjar Incharge Email: sanjar@ctrls.in

Escalation hour of ERT Delivery Mob: +91-9949048989
Landline: +91-40-30580700

3rd Level Lapse of 6 Mr. Nirmal Incharge Email: nirmal@ctrls.in

Escalation hours of ERT Operations Mob: +91-9866605763
Landline: +91-40-30580583

4th
Level Lapse of 12 Mr. Suresh Head Email: suresh@ctrls.in
Escalation hours of ERT Customer Mob: +91-9652002220
Care Landline: +91-40-3058583

5th Level Beyond 24 Mr. Kiran Kumar COO Email: kiran@ctrls.in

Escalation hours Mob: 9848305756
Landline: +91-40-30580682

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Ctrl S datacenters Ltd, Plot No 16, Software units layout, Hitec City Madhapur,
Hyderabad – 500082, Ph: 040-30580600
ISO 27001 -

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Ctrl S datacenters Ltd, Plot No 16, Software units layout, Hitec City Madhapur,
Hyderabad – 500082, Ph: 040-30580600
ISO 20000-1

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Ctrl S datacenters Ltd, Plot No 16, Software units layout, Hitec City Madhapur,
Hyderabad – 500082, Ph: 040-30580600
BS25999

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Ctrl S datacenters Ltd, Plot No 16, Software units layout, Hitec City Madhapur,
Hyderabad – 500082, Ph: 040-30580600
TIER IV Datacenter Certification

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Ctrl S datacenters Ltd, Plot No 16, Software units layout, Hitec City Madhapur,
Hyderabad – 500082, Ph: 040-30580600