Global Smart Business Inc.

Field Services Outsourcing Company

Managed CPE Services

Global Smart Business

• Headquarter in Boca Raton, Florida

• Capabilities in 26 countries

• On-site capabilities 5x9, 7x24

• Incident Management Services Centre in Venezuela with the following services disciplines: CRC, Diagnostics skills, 2nd Level support

• > 350 Engineers dedicated to On-site Support

• Relationships with more of 100 Sales Channels

• Relationship with VARs (Value Added Resellers)

• Main regional Warehouse in Miami, Florida

• International or local Courier services capabilities

Channel Management Outsourcing – C2

Managed CPE Services - mCPE

On site support and remedial services - GSH

Managed Logistics Services - mLS

Incident Management Services Centre - IMSC

SMBs offices Hosted applications - GIMS

Services and Solutions

Global Smart Business

Unisys:

Dell

Nortel

Cisco

Lexmark

EMC

British Telecom

Hewlett Packard

IBM:

British Petroleum

Telefonica

Global Smart Business

Customers

Global Smart Business

Managed CPE Services - mCPE

The best way to provide end

solutions access to Service Providers

customers

GSB Managed CPE Outsourcing program

Managed CPE Services

GSB provides a proven regional business model that integrates & manages a range of services from multiple suppliers, both internal & external, to deliver CPE to end customers, to quality & budget.

mCPE concept:

Productisation of basic infrastructure support service offering

“Mix & match” approach to service

Added value to client:

Multivendor

Known price & service scope – up front

Local CPE Inventory available to Service provider through VARs

Regional availability

Supported by Web based support systems: (GIMS – support ONLINE, GLMS - inventory tracking)

High service quality

Virtual outsourcing

Standard model – best practice, repeatable solutions, factory approach

mCPE services elements

Installation Staging

MACs Order Management

Pre Installation

Site Audit4

Maintenance

Hardware B/Fix

LogisticsWeb

Tools

Quotes

Maintenance

Migrations

Custom Project

ManagementAsset Tracking

Local Inventory Smart Hands Managed Delivery Special BidsNetwork

Design

De-installProduct Provisioning

(Re-sale/Agency)

Spare Management

Remote

2nd Level Support

mCPE value Ad:

Single point of management within GSB

Manage CPE service process

quote, order, survey, stage, install, commission

includes account & service set-up

asset track, break/fix, MAC

Portfolio management

ongoing development of the services portfolio

add new products, countries & services to engagement

Provide regional co-ordination within GSB

centralised escalation and reporting

service and product implementation

mCPE Service Catalogue: End to end solution “sliced-up” into

individual service elements

Price book and SOW created for each service element

Flexible service bundles created from elements to match telcoservice product needs (e.g. Frame, MPLS, ATM, VOIP, IPsec...)

Service bundles ordered by catalogue number

Enables delivery of infrastructure services

via the mCPE “factory” model

mCPE Service Coverage:• SLAs : T&M, 5x9xNBD, 5x9x4, 7x24x4

• Countries:

Argentina, Chile, Colombia, Venezuela, Ecuador, Perú, México, Honduras, Brazil, Costa Rica, Guatemala, Panamá, Nicaragua, El Salvador, Puerto Rico, Dominican Republic, Trinidad & Tobago, Jamaica, Bahamas, Anguilla, Saint Vincent, Dominica, Cayman Island, Aruba, Bonaire, Curacao, Guyana.

• Warehousing and courier services locally

• On site support with “Smart Hands” Engineers

• Incident Managed Services Centre in Venezuela with

the following services disciplines: CRC, Diagnostics

skills, 2nd Level support

• WEB enable tools to Manage:

Services Requests

On-site services infrastructure

Logistic and Spare Management

Managed CPE brands

Multivendor capabilities

Specialized in:

2ND level centre supporting local smart hands capabilities in countries.

mCPE Service Logistics:

• Main Warehouse in Miami, Florida.

• International freight forward services

• Local IOR services available

• Local warehouses and courier services

• Local Inventory in partnership with VARs companies to faster delivery times.

• Global Logistics Management System – WEB tool to track inventory and assets.

mCPE On-site services:

•Services: Break & Fix, Installations. de-installations, site surveys, MACs.

•SLAs available: T&M, 5x9xNBD, 5x9x4,7x24x4

• Global Smart Hands capabilities: On-site first level support, multivendor (MVS) skills

•Global Incident Management System –WEB enable tool to request and track on site services.

• Engineers delivered according skills and incident complex

mCPE Service IMSC:

• Incident Management Services Centre in Venezuela.

• Inbound local numbers

•Services:•Call Reception•Diagnostics•2nd Level Support: Remote incident Resolution•3rd Level escalations to vendors

mCPE Service: CPE request flow

16

N

Carrier Log in GLMS

CPE avail?

Y

VAR send CPE to end

User customer premises

GSB call to end user to

Schedule installation

GSB install the CPE

GSB call to carrier to

Service provisioning

VAR invoice CPE and

services to CarrierEND

VAR order CPE to

Vendor

17

N

Web Base

GIMS

Phone

CRC 7x24

Log in GIMS

IMSC

Parts ?

Parts allocation

Dispatch

1

Y

Incident

Management

mCPE Service: B&F request flow

18

Problem Solved?Manufacturer

3rd Level

Problem Solved?

1

Close Call

GIMS (Reason Code)GSB 2nd Level

Y

N

NY

Problem

Management

mCPE Service: B&F request flow

mCPE services : Benefits to carrier

Fast delivery and provisioning services trough GSB mCPEprogram

No assets with depreciation and obsolesce problems. The CPE enter to carrier assets only when the end user contract the services.

SPOC for purchases, post-sale services and operations.

Total regional coverage.

Carrier buy CPEs with installations and support services included in the price.