1. Servicesthat Transform your BusinessHCL Infosystems Ltd.

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Introduction................................1Experience the HCL Edge ................................3Services across Enterprise IT Stack ................................ 4Customers Speak ................................6-7HCL Infosystems in News ................................8Enterprise Services Portfolio................................ 9Infrastructure Managed Services................................10 - 13Facilities Management Services................................ 14 - 15Enterprise Cloud Services................................16 - 20Value Added Services ................................21 - 24Break-Fix Services ................................25 - 26Extended Warranty Services................................ 27 - 28Enterprise Application Services ................................ 29 - 32HCL Care Services ................................ 33 - 34HCL Oce Automation Services................................ 35Success Stories ................................ 36 - 37 3. tIncredible Achievemen ked No. 1 in *HC L Infosystems ran Customer IT Services Enterprise rs in a row! Satisfact ion Audit for 4 yea2009 2010 2011 2012 Satisfaction Delivered Yet again, in an extremely fragmented market, HCL Infosystems retained its top spot for consecutive 4 yearswhile others just followedSURVEY OF 401 LARGE ENTERPRISE CIOsIT Services Customer Satisfaction Audit: The Top Vendors DQ-IDC 2009 DQ-IDC 2010DQ-IDC 2011 DQ-IDC CMR 2012VendorRank 09Rank 10 Rank 11 Rank 12HCL Infosystems 1 11 1TCS 3 22 2IBM 6 43 3Wipro 4 54 4HCL Comnet2 35 5HP8 87 6* As per the latest DATAQUEST - CMR Customer Satisfaction Audit 2012. Audit Published in DATAQUEST March 12 Edition.For more details, log on to www.hclinfosystems.com or email us at transform@hcl.com 4. Introduction TransformWe at HCL Infosystems always work towards building long termrelationships with our customers. We take pride in working collaborativelywith our customers towards achieving operational excellence, maximizingefficiencies and bringing technology enabled business transformation.Our Portfolio of IT Services, Solutions and Products is backed by end-toend capabilities and partnerships across the globe. With over 35 years ofIndustry experience, extensive domain knowledge across all industries your Businessand business functions, we are admired by over 3000 top organizationsacross India, Middle East, South East Asia and Africa.Here is a showcase of our capabilities and offerings that can help youtransform your business.Now!1 5. Certifications & Accreditations Quality Certificationsgnitions Partner Recoations People Certific2 6. MillionReduce Implementaon Time3 7. Awards & RecognitionsHCL Infosystems tops DATAQUEST - CMR Customer Satisfaction Charts for the fourth consecutive year in 2012 HCL Infosystems awarded with the CMMi Maturity Level 5 certification for its Jaipur Development CentreHCL Institute Management System awarded the Best Cloud Based Education Institute Management Systemat the B-School Excellence Awards 2012 HCL Infosystems awarded the Most Promising New Technology for Urban Applications at Municipalika 2011HCL Infosystems awarded Dun & Bradstreet - Rolta Corporate Award under Computer Hardware andPeripherals CategoryHCL Infosystems awarded as a Powerbrand of India in the IT & Office Automation Category in 2011HCL Infosystems bags No. 1 position in DQ- Best Employer Survey 2011 5 8. Customers Speak* Excerpts from HCL customers videos/mail Testimonials For more details, please contact us at transform@hcl.com 6 9. Customers Speak * Excerpts from HCL customers videos/mail TestimonialsFor more details, please contact us at transform@hcl.com7 10. HCL Infosystems in News ; Business Standard - Delhi; Size : 16Business 8 sq.cm .; Pa b-12; Finge : 2 Standard - Delhi S31 sq.cm-D elhi; Size :ial Express q cm umb 2 sq; Size : 13 rd - Pune ess Standac-11; BusinThu, 08 Dene; Siz e : 132d rd Pu: 75 sq.c I di Bangalore; SizeCourtesy : News Clippings belong to respective mentioned publications and are used here for reference. bli ti ddh f f FoFor more details, please contact us at transform@hcl.com 8 11. Man aged 12. Infrastructure Managed ServicesMeeting Challenges, Ensuring ProgressAvailable | Secure | Cost-ecientAt HCL, we provide proven expertise in comprehensive infrastructure managed services that are not only cost efficient but alsoleverage Tools, Technologies, Processes and Governance models to provide customized solutions aligned to our clientsbusiness goals; enabling them to not only cut costs, but also achieve improved service levels and transform their ITInfrastructure. ComprehensiveNetwork Administration &Service Desk Management ServicesEnd-user Computing Server & VirtualizationManagement ServicesManagement Services HCL IMS offer i ng s Data CenterStorage & BackupManagement ServicesManagement Services Disaster RecoveryInformation SecurityManagement Services Management ServicesFor more details, please contact us at transform@hcl.com10 13. Foundation Blocksof our IMS oerings ServiceGovernance Management IMS Best Practices in ServiceThree tiered GovernanceManagement throughStructure with defined KRAsadoption of ITIL processes Dashboards for management Process driven Infrastructure visibility on performanceManagement Focus on value creation and Service Process adherence,quick decision making Management repeatability and traceabilitythrough Automation Focus on ContinuousImprovement and ITTransformationComprehensive Service DeskActs as a single point of contact for all its clients. The offering includes:ITIL Service ManagementSupport AutomationKnowledge ManagementReporting and Analytics End-user Computing Management Services Comprises of end-to-end management of the desktop environment. The offerings include: Service Desk Support Client Management Services Client Support Services Asset Management11 14. Our IMS OeringsNetwork Administration & Management ServicesHelps clients meet ever increasing need for network availability, decrease in staff andoptimization necessity for network bandwidth utilization & performance. It includes:24x7 Network MonitoringNetwork device supportNetwork IMAC servicesNetwork OptimizationProblem detection, resolution & notificationReporting Information Security Management Services HCL establishes, implements, operates, monitors, reviews, maintains and improves overall information security for its customers. The offerings include: Authentication & Access Management Confidentiality & Integrity Management Accounting & Forensics Proactive monitoring & prevention Audit & Trails Endpoint SecurityServer & Virtualization Management ServicesData Centre Virtualization plan, design, build & supportVersion migration and upgradationServer Virtualization and consolidation Performance and Capacity managementOS installation, Configuration and sustenance High Availability setup24x7 incident and problem management (L1/L2/L3 support) Storage & Backup Management Services User and group management Storage Management Storage sizingBackup Services Backup policy managementRestorations drills Backup report managementPerformance and Capacity Analysis Proactive storage monitoring, alerting and reportingFor more details, please contact us at transform@hcl.com 12 15. Our IMS OeringsData Center Management ServicesHCL provides world class monitoring and control services for data centers to enable enterprises toachieve 24X7 business continuity and operations. The offerings include:Proactive Monitoring and Management24X7 L3 supportApplication ManagementServer and Storage ManagementDatabase ManagementDisaster Recovery Management ServicesIt ensures protection of corporate information and business continuity in an event ofunforeseen disasters and business downtimes. The offerings include:Push button drills and automated DR drillsReal time RPO/RTO/Data lag monitoringAutomatic recovery and switchover processesDR SLA monitoring and alertsCustomer BenetsEnables businesses to concentrate on core business areas without worrying about the organizations growing IT management requirementsReduced risks through guaranteed service levels, incident reduction and expert handling through continuous supportFlexible, Optimized IT service levels to accommodate dynamic business needsHCL Capabilities in Infrastructure Managed Services190,000 Tickets Resolved Monthly2+ Million Desktops/Laptops Supported8+ Million Voice and Data Ports Supported6+ Million Voice and Data Ports Supported for a Single ClientMulti-platform Support & Integration ExpertiseService-Desk Level 1/2/3 Support for Global Clients across Platforms24X7X365 Support ModelFor more details, please contact us at transform@hcl.com13 16. Facilies Management ServicesToday IT assets have become widely distributed and less visible. Many organizations are spending a very high portion of theirtechnology budget on "soft costs" like purchasing, installing, managing, administration, troubleshooting, training andrecruitment for supporting IT hardware and software.Our Facilities Management Services are a comprehensive set of services that offer manpower expertise to cater to end to endenterprise support ranging from planning and design to installation, migration assistance, system management, telephonicsupport and on-site hardware and software fixes.End UserServerSupport HCL FMSSupport offer ng o f fe r i n g sStorageNetworkingSupport SupportSecuritySupportFor more details, please contact us at transform@hcl.com14 17. Our FMS OfferingsHCL Facilities Management Services offer a wide range of customized service options to match specific enterprise requirementsthat include:End User Support Server Support Storage Support portDesktop/Laptop Wintel NAS/SANSupport Virtualizationn BackupHelp-deskHelp desk LinuxReplication RISC UnixDR Managementement Messaging Load Balancing HPCNetworking Support Security SupportEdge LAN/Wi-Fi, End Point SecurityDC/Campus LANDC Security (Firewall, IPS, Web Filtering) ring)WAN/VPN Data LeakageCollaboration/UC ProtectionTelco Network Log AnalysisLoad BalancingLoad BalancingngCustomer BenetsReduce/control your operating costs by upto 28%Focus on business results while experts take care of your IT InfrastructureUtilize IT Expert resources when experience is not available in-houseWorld class, end-to-end IT Infrastructure Implementation and SupportFor more details, please contact us at transform@hcl.com 15 18. Enterprise Cloud ServicesEnterprise, Custom and SecureAutomated | Scalable | FlexibleHCL is well poised to become a transformation partner for enterprise customers and SMEs - that are poised to make theirjourney to the cloud, by affording them the flexibility and choice to scale their demands based on their business needs - thusallowing them to reduce their capital investments & improve TCO. Our cloud services portfolio consists of Infrastructure as aService (IaaS) and Software as a Service (SaaS) - delivered through our own proprietary HCL blu Services as well as 3rd partyservices for CA, Microsoft, Google etc.HCL bluIaaSEnterprise Cloud SaaSServicesFor more details, please contact us at transform@hcl.com 16 19. Our Enterprise Cloud Services BreadthIaaSSaaS Public Cloud Private CloudOur Enterprise Cloud Services OeringsInfrastructure as a Service (IaaS) SraaSIaaS BaaS DRaaS Servers as a Service (SraaS) - SraaS provides virtual servers with the clients choice of configuration and operating environment, so that they can deploy their applications and services without investing in expensive hardware and maintenance contracts. Backup as a Service (BaaS) - BaaS is a full-feature comprehensive backup solution for desktops and laptops that integrates perfectly with the existing enterprise infrastructure, allowing it to seamlessly backup and restore data on the fly without interrupting operations. Disaster Recovery as a Service (DRaaS) - DRaaS is a full-feature comprehensive recovery offering that integrates with the clients existing infrastructure. For more details, please contact us at transform@hcl.com 17 20. Our Enterprise Cloud OeringsSoware as a Service (SaaS) Collaboration Suiteblu MailMicrosoft SharePointSaaS(Collaboraon Suite)Google Microsoft AppsExchange blu Mail - blu Mail delivers enterprise-class e-mail services that allow organizations to maximize their productivity, both at office and on the go. Microso Exchange - Microsoft Exchange major features consist of electronic mail, calendaring, contacts & tasks that work with Microsoft Outlook on PC and Mac, wireless synchronization of e-mail, calendar & contacts with major mobile devices, browser-based access to information and support for data storage.Microso SharePoint - Microsoft SharePoint makes it easier for people to work together. Using SharePoint, people canset up Websites to share information, manage documents, and publish reports to help everyone make better decisions.Google Apps - Google Apps features several web applications including Gmail, Google Groups, Google Calendar, GoogleTalk, Google Docs and other Google Sites.For more details, please contact us at transform@hcl.com18 21. Our Enterprise Cloud OeringsEnterprise Suite blu ERPblu HRMS blu CRMSaaS(Enterprise Suite)CA ServiceDeskblu IMSCA Service-Desk - HCLs CA Service-Desk Manager enables organizations to prevent service disruptions, better managechange risks and provide a 360-degree view into IT services.blu HRMS - blu HRMS enables employee self-service while also making it easy for HR staff to manage important tasksand keep up with the organizational growth requirements. blu Instute Management System - HCL Infosystems is a leading Systems Integrator providing end-to-end turnkey advanced education solutions to schools, institutions and universities across the country in the government and private sector. blu ERP - blu ERP solution provides core modules that include Supply Chain Management, Inventory Management and Accounts Payable/Receivable. blu CRM - blu CRM provides access to enterprise CRM modules such as Lead Management, Knowledge Management, Pricing, Opportunity Management and Sales Forecasting. For more details, please contact us at transform@hcl.com 19 22. Customer Benets Considerably reduces capital expenditure requirement for IT assets and resources IT Infrastructure costs @ pay-as-you-go Instant IT Infrastructure deployment for quick turn-around-time implementation takes days as opposed to months Cutting edge technology accessible to small as well as large enterprises Guaranteed Service-Level Agreements (SLAs) ensure high reliability and responsivenessHCL Capabilities in Enterprise Cloud ServicesITIL compliant Service Delivery Processes for Incident Management, Change Request etc.Partnerships with leading organisations like Microsoft, Vmware, CISCO, EMC and Google Experienced team consisting of Vmware Certified Professionals, Cisco Certified Professionals, ITIL Foundation and Project Management ProfessionalsFor more details, please contact us at transform@hcl.com 20 23. Value Added ServicesAdding value to your IT ServicesManageable | Available | SecureSupporting our IT Solutions and Services experience are Consulting and One Time - Value Added Services for large corporate,PSUs and SMEs across industries, delivered with best of industry processes, tools and rich experience & commitment. OurValue added services allow our clients overcome any short or long term IT Infrastructure roadblocks at a small price for a worldclass experience.HCL Infosystems unique IT COMPASS Framework provides Consulting for Manageability, Performance, Availability, Securityand Scalability for its clients IT Infrastructure. The entire suite of VAS encapsulates the philosophy of this framework, blendingHCL Infosystems expertise and experience to give a satisfying service. IMAC Services HCL ValueConsulting Services (Install, Move, Add and Change) Added Services(Assessment, Design and Retirement) Automation and One-timeMonitoring Services For more details, please contact us at transform@hcl.com 21 24. Our VAS OeringsConsulng ServicesConsulting Services are engagement services with enterprises to help them assess, design, plan capacity to enable futuregrowth or retire their IT infrastructure.Current and future state Adaptable physical infrastructureassessment of enterprise ITdesign using sound ITinfrastructure through infrastructure Design & PlanningDiscretionary Assessment principles throughCompliance AuditDesign/ArchitectAssessmentCapacity Planning DesignLean/OptimizationRetirement Planning Green/SustainabilityAutomaon and One-me Monitoring ServicesThe fundamental problem facing IT organizations worldwide is that IT complexity isgrowing faster than IT budgets. IT is challenged with maintaining a complexinfrastructure of diverse systems and applications running on mainframes, desktops,databases and servers.To help enterprises to reduce these complexities and improve efficiencies in theirsystem, HCL provides Automation and One-time Monitoring services to automate taskslike creating users, deleting files, setting up printers, installations, monitor servers etc.This allows enterprises to provide assured services to their customers with an improvedback-end to support them. IMAC ServicesIMAC for Core Infrastructure (Server, Storage, Security and Network) Manage a dynamic and optimized infrastructure that supports business and operations using our portfolio of core infrastructure IMAC services. Be it server or SAN racking, IP configuration, OS loading, patch management or security license management, HCL is the one stop shop for all value added services and much more. For more details, please contact us at transform@hcl.com 22 25. 23 26. Technologies ServedNetworkDatacenterStorageServerData NetworkSecurity centerDisaster Recovery Backup ClusteringBYODCloud End-user Messaging End-userDelivery Approach - IT CoMPASS FrameworkCOnsulting forThrough HCL expertise and experience...Manageability Ensure complete control over your ITPerformance Enhance the way your IT performsAvailabilityEnsure your IT supports business anytime, anywhereSecurityEnsure safe environment to handle all threatsScalability Plan now for your future business growthCustomer Benets Generate upto 60% of extra storage within your current IT infrastructure Reduce the load on your servers by releasing server capacity by upto 40% Reduction of back up cost by upto 95% For more details, please contact us at transform@hcl.com 24 27. Break-Fix ServicesHCL has an enviable team of experienced and certified technicians to take care of the maintenance, upgrades, ongoing usertraining and end-user support of our clients infrastructure and business systems so that they can focus on otherbusiness-critical activities. We offer four levels of Annual Break-Fix Services Agreements Standard, Enterprise, Professionaland finally the fully customizable BusinessPlus Break-Fix Service agreement, each level of support providing a morecomprehensive service level to address additional requirements of managing our clients IT infrastructure. Standard HCL Break-Fix Professional ServicesEnterpriseBusinessPlusOur Break-Fix Services OfferingsMulBrand Break-Fix Service CapabilityOur expertise in Break-Fix Services developed through our several years of experienceenables us to deliver SLA Based Break-Fix services regardless of the brand. We havealso been identified by leading OEMs as their preferred service partner a testimonyto the great job that our IT experts have been doing over the years.For more details, please contact us at transform@hcl.com 25 28. Our Break-Fix Services Offerings Get The Edge with Break-Fix BusinessPlus We realize that enterprises have varying service level needs. Therefore, weve structured our delivery organization to provide our clients with the option of customizing our offerings to suit their requirements. With the BusinessPlus Break-Fix Service agreement, we offer a unique capability of delivering services with fully customized SLAs as required by our clients.Our Break-Fix Services Offerings StandardEnterpriseProfessional (Customised, SLA Based) (Hardware only) (Hardware, OS, AV, Network, (Enterprise + Value Added BusinessPlus Peripheral Support)Services) Support Availability Service Hours 9 AM to 5:30 PM9 AM to 5:30 PM9 AM to 5:30 PM Service DaysMon-FriMon-Fri Mon-Fri (Sat/Sun/Holidays optional)(Sat/Sun/Holidays optional) Remote Resolution YesYes Yes Telephonic SupportYes Yes Yes On-site Support Yes Yes Yes Response Time NBD SBDSBD(For call logged by 1 PM)(For call logged by 1 PM)Customized SLA Extended Services Preventive MaintenanceNo 1 instance/year*Up to 2 instance/year* Suiting Clients OS + Antivirus Installation andBusiness Needs No 1 instance/year*Up to 2 instance/year* Basic Network configuration Services Extended HoursNo YesYes Value Added Services Hardware Health-check NoNo1 instance/year*1 instance/year* Back-up Support NoNo (charged per MB) Support for standard packageNoNo1 instance/year* (MS Office, Mail, AV, Basic Network) Virus Clean UpNoNo Up to 4 instances/year* Accidental Damage Cover NoNoYes*Extra charges applicable if more instances are requiredCustomer BenefitsDecreased equipment downtime upto 30% leading to increased employee productivityAbility to better forecast your IT budgets owing to predictable and flexible maintenance costsMulti-location, multi-brand support across 270 cities, reducing cost and headache of depending on multiple service providersQuicker resolution through our Remote technical supportFor more details, please contact us at transform@hcl.com 26 29. Extended Warranty ServicesBusinesses rely heavily on technology for their day to day operations and hardware warranty services to help keep their ITinfrastructure up and running. In case of new purchases, when a computer malfunctions, a server goes down, or a printer stopsworking - it can mean much more than headaches and can result in lost productivity and lost revenue.HCL offers extended warranty services that focus on eliminating the distance between people and locations, problems andsolutions. Our warranty services include repairing servers, PCs, laptops, printers, and more. Our deep reach across the countryand large inventory of top quality replacement parts to expedite computer repair ensures that we get our clients systems upand running with the minimum turnaround time. HCL Extended Extended ExtendedPlusWarranty ServicesOur Extended Warranty OfferingsExtended WarrantyExtended Warranty is an extension service of the standard in-built product warranty by 1 or 2 years. With an extension ofstandard warranty, HCL extends the promise to support the IT assets of its clients through on-site or remote resolution.For more details, please contact us at transform@hcl.com 27 30. Our Extended Warranty Offerings ExtendedPlus Warranty As an organization, there may be many one-time outages with end-user devices due to multiple reasons that are not part of the standard warranty. HCL offers the ExtendedPlus Warranty services for enterprises that would like to leverage our expert technicians for IMAC services such as installation, configuration and preventive maintenance of hardware and software, reducing their downtime even further.Our Extended Warranty OfferingsExtended ExtendedPlus Support Format Service Hours9 AM to 5.30 PM 9 AM to 5.30 PM Service DaysMon Fri Mon Fri Remote ResolutionYesYes Telephonic Support YesYes On-site Support1 Yes Yes Response TimeNBDSBD (For call logged by 1 PM) Preventive Maintenance No1 instance/year* Support Scope Hardware2YesYesPart repair YesYesConfiguration No Yes Software3No YesPatch Management - YesVersion Upgrade- YesInstallation/Reinstallation- YesUn-installation- YesSecurity Management- YesConfiguration- YesFor any support, call logging by the client is compulsory1Conditions apply2Breakdown related to modules of desktop, laptop, server, storage and peripherals. It doesnt cover battery, ODD and adapter for laptops, accidental damages,cosmetic parts, consumables, CRT, keyboard, mouse, display panels and touch pads3Only standard PC software products will be supportedHCL Capabilities in Break-Fix Services & Extended Warranty Services Support Base of 3+ Million assets at more than 75000 sites 300 Service Locations Over 8000 Direct Service Engineers trained at a World Class Training Centre 35 years of Direct Support Experience Established Automated Call Management SystemsFor more details, please contact us at transform@hcl.com 28 31. Enterprise Applicaon ServicesHCLs Enterprise Applicaon Services (EAS) provide end-to-end Packaged Applicaon & Development services comprising ofERP, CRM, BI, SCM, ECM, Mobility Soluons, Applicaon Development as well as other sustenance mode services.ERPHCL EAS ADSM of fe r in gs o f fer i n g sDW/BIECM For more details, please contact us at transform@hcl.com 29 32. Our EAS OeringsEnterprise Resource Planning (ERP) SAP End-to-End Implementation Services for SAP ECC 6.0 SAP Application Maintenance, Support & Rollout SAP Solution Upgrade SAP Audit & Review SAP Business by design ORACLEOracle Application UpgradeOracle Application Implementation - Oracle eBizOracle Application SupportOracle CRM on demand Microsoft Dynamics MS Dynamics AX (for Large & Medium Enterprises) MS Dynamics NAV (for Small Scale Industries) MS Dynamics CRMData Warehousing, Business Intelligence (DW/BI) Soluon Partners- IBM Cognos, QlikView, SAS & SAP BO, Open Source & Pentaho HCL EDI (Enterprise Data Integration) Enterprise ETL Architecture Framework Batch/Near Real-Time/Parallel ETL Scheduled/Event Triggered ETL For more details, please contact us at transform@hcl.com30 33. Our EAS Oerings HCL BAR (BI Reporting and Analytics) Enterprise Reporting Architecture Framework Analytical & Operational Reporting Data Mining, Statistical & Predictive Analytics Canned & Ad Hoc Reports Dashboards, Scorecards HCL BDM (BI Development & Maintenance)DW-BI Development (End-to-End, all components)Program & Project ManagementSustain - Production Support, Maintenance & EnhancementApplicaon Development & Soware Management (ADSM) Technology Used - JAVA, .NET, C/C#, Open Source, ASP, Oracle Application DevelopmentApplication ConsultingCustom Application DevelopmentPackaged Application Design & ImplementationApplication Re-engineering, Modernization and MigrationApplication IntegrationHCL e-Procurement, HCL e-Municipality, HCL PDSApplication Maintenance & Support Service Transition Application Support Enhancements Testing Services Portal Development For more details, please contact us at transform@hcl.com31 34. Our EAS OeringsEnterprise Content Management (ECM) Soluon Partners- IBM Filenet, Newgen Omniow, Newgen Omnidocs, Microso SharePoint & Microso Fast Search Enterprise Content ManagementEnterprise Content Management Architecture DesignEnterprise Content Repository Strategy & RoadmapIntegration Design for Capture tools with ContentHandling Different Content TypesDeployment of Central/Distributed Architecture Business Process ManagementProcess & Architecture AssessmentBusiness Analysis & Process DefinitionEnterprise Process FrameworkUser enabled Process Builder ArchitecturePaperless Office ApplicationCustomer Benets Establish uniform processes based on recognized best business practices Decrease inventory and procurement costs by upto 15% resulting from better planning, tracking and forecasting of requirements Increased customer satisfaction by upto 30% based on improved on-time delivery, improved quality and shortened delivery cycleHCL Capabilities in Enterprise Application ServicesLarge pool of certified resources on SAP, Oracle, Microsoft & Business Intelligence6000+ man-years of implementation experience150+ active installations across the country and middle-eastPartnerships with all major vendors like SAP, Microsoft, Oracle, SAS, IBM, QlikViewRapid deployment through SAP Certified ASAP/ASAP Focus methodologyFor more details, please contact us at transform@hcl.com 32 35. HCL Care ServicesHCL Care - a multiplatform lifecycle service, provides an exhaustive range of services for products like desktops, laptops, mobilephones, digital cameras, TFTs, peripherals and other third party ICT products. HCL Care operates a large service network alongwith back end repair facilities and call center providing 24/7 repair services across all major cities of India (under HCL Touchbrand). In India, HCL Care provides services to global blue chip clients like Dell, NEC, Kodak and Nokia.Key HighlightsPan India Support ChannelRemote Tech Support through Global Touch across US and CanadaHCL Owned Touch Service Centres and Repair Facility CenterOver 200 Authorized Service PartnersService Support through a Centralized Call CentreHighly Experienced Technical Support GroupProducts SupportedMobile Phones TabletsServers/PrintersTV, LCD Laptop/Desktop CamerasFor more details, please contact us at transform@hcl.com33 36. Our Care OfferingsCare Contact CenterHCL provides a world class contact center infrastructure with superios tech-support that hasContact Centre Capacity - 24x7 Support Infrastructure, Handling 180,000+ Inbound CallsPer MonthFacility to offer multi-level Tech support - Phone/Email/Chat/Remote Login, Skilledengineers performing step-by-step troubleshootingMulti-level Service Offerings - Setup & Installation of Hardware/Networking /Virus/Security Solutions, Internet & e-mail Support, PCOptimization, Peripherals Support, iTunes and Data Backup SupportSkilled individuals for Tele-sales Products - Desktops & Laptops, Services ServicePacks and Upgrades Repair Factory CapabilityHCL repair factories perform discreet component level repair & refurbishment through anestablished scrap-to-swap process, thus extracting cost advantages through improvedrecovery rates. HCL Care provides high level repair capability for numerous HWcategories.Power Supplies, Logic Boards, I/O Boards, Electro-mech & Display DevicesGlobal leading brands supported like Intel, HP, Nokia, Sun, Asus, Hitachi, IBM etc.Currently handling repair load of 65,000 repairs per monthHCL Repair Factory rated as the best repair factory by Nokia among its RF globallyFor more details, please contact us at transform@hcl.com34 37. HCL Oce Automaon ServicesHCL Office Automation Division provides end-to-end office automation services to enable administration departments of topcorporate houses, MNCs and PSU organizations the ability to automate their offices and institutions.Through our partnerships with leading Global brands like Toshiba, Hitachi, Infocus, Cisco, Aastra and Christie, we provide worldclass office products backed by the hallmark HCL service. We offer the widest network of direct technical support & servicethrough 505 touch points nationwide. HCL Office Automation also provides special customized one time automation services.Our Office Automation Services OfferingsHCL Smart Click - Managed Print SoluonDocument output management and output process optimization from hardware to workflows and staff productivity regardless of the brand of printers through a dedicated, long-term approach to streamlining the entire documentprocess. This includes data capturing, document archiving, document workflow, data security and environmentalmanagement. Smart Click devices provide MFDs that print, copy, scan, fax. It also covers the maintenance of printers,consumables and tracks operating costs. Document Management Soluon Focussed content management solution through exclusive tie-ups with Kodak & Zeutschel Scanners to provide Bulk Digitisation, Digital Microfilming and Onsite Physical Record Management - specializing in digitization of old and rare documents. Our services include Document Scanning Services (Face-up/Contact-less Scanning) and Document Digitisation Services (OCR/ICR/OMR Technology). Our partners include Filenet, HP Trim Software, Adobe, infoRouter, Alfresco etc.Web-Ex SoluonWe also provide WebEx- Worlds leading on-demand collaboration, online meeting, web and video conferencingplatform to enable enterprises collaborate effectively. For more details, please contact us at transform@hcl.com 35 38. Success StoriesTotal IT Outsourcing by HCL Infosystems for a Leading Auto-Ancillary Company in IndiaRiding on automobile industry growth in India, this Client experienced a high growth rate. However, the ITdepartment was not geared up to support this growth due to widely spread operations, fragmented ITlandscape, multi vendor presence, disparate information systems and their reactive approach to businessissues. Leveraging the comprehensive approach to technology as well as business issues, HCL Infosystemsemerged as a Total IT outsourcing Service provider. As a trusted IT advisor, HCL is a single window serviceprovider for managing the IT Infrastructure, business applications as well as transformation services e.g.business process standardization, ERP roll out to all business Units, Information security etc. leading to TCO Manufacturingreduction by 20% for the client.HCL Infosystems Transforms Infrastructure Operations for One of Indias Top Business Schools One of the top business schools was looking for a partner to maintain its IT Infrastructure. HCL Infosystems offered its services for Asset and Inventory Management, Network Management and Data Center Management. This resulted in increased flexibility in utilizing the IT assets & enhanced business & operational continuity by increasing availability of key resources. The solution offered a robust IT infrastructure with secure information systems to assist them focus on their core competence which is making business leaders.EducationHCL Infosystems Accelerates Performance of a Global Electronics Manufacturer with ApplicationOutsourcingThis leading electronic manufacturer was looking at solutions for automation of the business processes,increasing service levels and managing SAP repository objects. HCL provided SAP Modules supportservices, program management to improve and rationalize business processes for the client to deliverbenefits like improved support processes, maintain adequate service levels through reduced downtime. Italso enabled the client eliminate legacy system and redundant data.ManufacturingHCL Infosystems Enables a Renowned Multi-Speciality Hospital Embrace the Power of CloudServicesThis renowned multi-speciality and one of the largest Pediatrics hospitals in the country was looking for ascalable Healthcare Information System (HIS). The hospital was also looking to improve operational efficiency and give patients faster access to healthcare. HCL offered the customer with a scalable HIS oncloud through its blu IaaS and Enterprise Cloud Stack to help make medical transactions more accurate. This solution enabled the client maximize efficiency by capturing the medical history of patients in an analyzable form. The client has also taken HCL Cloud email collaboration services, 24X7 voice and emailHealthcaresupport. This in turn helped the client to scale the IT infrastructure, reduced Capex and Opex and improvedperformance monitoring and control.For more details, please contact us at transform@hcl.com36 39. Success StoriesHCL Infosystems Transforms IT Infrastructure of a Top Financial ConglomerateA leading multi-business conglomerate Housing Finance and Mutual Fund Company, with a huge assetbase was looking for IT Solutions with SLA based service delivery and decision making through its IT & MISto ensure business continuity. HCL offered its Desk-side IT services for 4500+ users spread across 400+locations. Hybrid Service Delivery Model with Service Desk based Remote Infrastructure Managementand onsite services was also offered at 20 locations.HCL also provided Server Management Services for Windows Servers housing critical in-houseapplications and mails, backup & restore services along with IT Asset Management and Mobile DeviceManagement. This delivered improved SLA achievement year-on-year, reduced cost per asset by 5%,Institutionalized process improvements & best practices and Increased technology application leading to BFSIreduced human intervention. HCL Infosystems uses Virtualization to Reshape IT Landscape for One of the Worlds Leading Ink CompanyThe client was looking for solutions to optimize their existing business processes without implementingnew functionality but at the same time were looking for full IT landscape transformation. HCL Infosystemsoffered end-to-end solutions for upgrading entire IT Infrastructure and migrated SAP to ECC6.0 alongwith MS Exchange 2003 to 2010 and AD 2003 to 2008 R2. The implementation solution includedvirtualization of all applications, extra security in the database to avoid logical block corruption, storage based sync replication to achieve zero data loss etc. The new setup improved the IT efficiency, reducedManufacturing hardware cost without affecting the existing landscape leading to high user satisfaction.HCL Infosystems Transforms Infrastructure Operations for One of the Top Adhesive BrandsWith the client looking at solutions for distributed IT landscape and Break-Fix support, HCL Infosystemsoffered IT Portfolio Management services that include Data Center management, Break-Fix support,implementation of ITIL tools and processes with a centralized 18X7 help desk. The solution deliveredbenefits like improving remote resolution ratio from 20% to 45%, proactive network monitoring,increased user satisfaction, increased operational efficiency and end-to-end business visibility leading tofaster decision making. Manufacturing For more details, please contact us at transform@hcl.com 37 40. ServicesthatTransformyourBusinessHCL Infosystems is a dedicated team that iscommitted to transform the way ourcustomers do business. We have been rankedNo. 1 on Enterprise Customer satisfactionAudit 4 times in a row (2009-12). We willcontinue to be a partner to our customers intheir IT adoption, implementation andtransformation journey.To know more about our capabilities andexpertise, please feel free to get in touch withHCL Experts at transform@hcl.comSome of our Partners Gold Partner 41. About HCL InfosystemsHCL Infosystems Ltd. with revenue (LTM) of US$ 2.0 billion (Rs 10,840 crores) isIndias Premier Technology Company and offers a wide spectrum of IT Servicesand Products ranging from Cloud to Learning Solutions. As a complete ITsolutions provider the company offers comprehensive offerings in EnterpriseApplication Services, IT Infrastructure Managed Services, System Integration,Office Automation Products and Services, Distribution and Support Services.The company operates in both the Consumer and the Enterprise space offeringthe latest mobility products and operating in verticals like BFSI, Telecom, andHealthcare respectively.HCL Care, the support and service division of the company has one of the largestand most extensive service networks across the country and provides end to endsupport services for various IT, Telecom and Consumer Electronics products. HCLInfosystems has one of the largest distribution network of digital lifestyle globalbrands and an unparalleled robust service network in the country including Tier2 and 3 cities. Digilife Distribution and Marketing Services (DDMS), a 100%subsidiary of HCL Infosystems focuses on multi brand distribution and offersvalue added distribution for its partners including strategic consulting services,last mile connect and support in marketing and promotions. HCL Learning adivision of the company covers the entire spectrum of education and trainingrequirements across schools, colleges, individuals and enterprises and offersrich learning solutions across these segments. HCL Infosystems MEA (MiddleEast and Africa), a fully owned subsidiary of HCL Infosystems is part of theemerging markets outreach of the company and focuses on expanding thebusiness in the Middle East and African geographies and providescomprehensive IT solutions to customers across verticals in the region. Thecompany also has robust operations in Singapore with its subsidiary HCL InsysPte. Ltd gaining traction in the region with its Enterprise solutions including astrong offering in Infrastructure Managed Services. 42. HCL Infosystems Ltd. E-4,5,6, Sector-11, Noida - 201301, UP (INDIA)For more details, visit us at : www.hclinfosystems.com or E-mail at transform@hcl.comCopyright @ HCL Infosystems Ltd. All Rights Reserved. Reproduction of this publication in any form without prior permission is forbidden. The names and logosof the actual companies and products mentioned herein may be the trademarks of their respective owners and are used for illustration purpose only. Allcontent/information present here is the exclusive property of HCL Infosystems Ltd. The content/information contained here is believed to be accurate at thetime of publishing. HCL shall not be liable for damage of any kind use of this information, which is subject to change without notice.