1. © 2005 InfoGLOBAL. Documento confidencial. Prohibida su reproducción total o parcial. Confidential document. Total or partial reproduction forbidden OPERATION AND MAINTENANCE INTEGRAL SERVICES InfoGLOBAL · Virgilio, 2 · Ciudad de la Imagen · 28223 Pozuelo de Alarcón · Madrid (España) · Tel: +34 91 506 40 00 · Fax: +34 91 506 40 01 · info@infoglobal.es · www.infoglobal.es

2. © 2005 InfoGLOBAL. Documento confidencial. Prohibida su reproducción total o parcial. Confidential document. Total or partial reproduction forbidden Operation and Maintenance Integral Services Operation and Maintenance Center (COM) Outsourcing Specific Features Index

3. © 2005 InfoGLOBAL. Documento confidencial. Prohibida su reproducción total o parcial. Confidential document. Total or partial reproduction forbidden InfoGLOBAL puts within reach of its clients an Integral Service of Operation and Maintenance that covers any type of support needed in infrastructures of information technologies (hardware and software). In order to make this a reality, we offer a wide variety of possibilities that entail a service with several coverages (from Monday through Friday in labor schedule up to 24 hours a day, 7 days a week: 24 x 7). Operation and Maintenance Integral Services

4. © 2005 InfoGLOBAL. Documento confidencial. Prohibida su reproducción total o parcial. Confidential document. Total or partial reproduction forbidden Operation and Maintenance Integral Services

5. © 2005 InfoGLOBAL. Documento confidencial. Prohibida su reproducción total o parcial. Confidential document. Total or partial reproduction forbidden Operation and Maintenance Integral Services

6. © 2005 InfoGLOBAL. Documento confidencial. Prohibida su reproducción total o parcial. Confidential document. Total or partial reproduction forbidden Operation and Maintenance Center (COM) InfoGLOBAL has an Operation and Maintenance Center, equipped with the most modern infrastructures, with a highly qualified human team, able to determine and solve any incidence produced in the client equipments and systems. To InfoGLOBAL capacities there must be added the agreements signed with different top manufacturers which guarantee a specialized support 24 hours a day, 365 days a year.

7. © 2005 InfoGLOBAL. Documento confidencial. Prohibida su reproducción total o parcial. Confidential document. Total or partial reproduction forbidden Operation and Maintenance Center (Equipment room) Operation and Maintenance Center (COM)

8. © 2005 InfoGLOBAL. Documento confidencial. Prohibida su reproducción total o parcial. Confidential document. Total or partial reproduction forbidden Outsourcing With this modality, InfoGLOBAL offers to its clients the possibilities of performing an external management of the maintenance activities, having always the client the control of them.

9. © 2005 InfoGLOBAL. Documento confidencial. Prohibida su reproducción total o parcial. Confidential document. Total or partial reproduction forbidden Specific Features (I) Warranty: –InfoGLOBAL provides an evaluation of the environment and a support plan for the client, being able to offer an Availability Warranty agreement of the system. Remote systems supervision: –InfoGLOBAL offers the possibility of performing a preventive maintenance of the clients equipments and systems, directed to detect and eliminate possible problems, before they can show. Software upgrades: –InfoGLOBAL offers information and software update during the validity of the contract. Proactive Maintenance

10. © 2005 InfoGLOBAL. Documento confidencial. Prohibida su reproducción total o parcial. Confidential document. Total or partial reproduction forbidden Specific Features (II) Response time: –Within the limits of the agreement the customer can determine InfoGLOBAL’s response time in relation to any incidence, specifying the grade of urgency of the actions. Scalability: –InfoGLOBAL performs a quick assignment of the incidences in the structure of the C.O.M., as well as an agile coordination with the manufacturers and other client suppliers. Onsite technical assistance: –InfoGLOBAL will move the qualified needed technicians to the client installations, in accordance with the coverage and response time agreed. Incidences Management

11. © 2005 InfoGLOBAL. Documento confidencial. Prohibida su reproducción total o parcial. Confidential document. Total or partial reproduction forbidden Specific features (III) Telephone support: –From our C.O.M. we offer a telephone support that covers the registration and telephone resolution of first level incidences. Analysis and Resolution: –InfoGLOBAL has the best tools and incidence managing systems, as well as the procedures debugged by means of the build up experience, in order to guarantee the management, control and resolution of each of the registered incidences, assuring this way the key parameters of service quality according to the client necessities. Incidences Management