Initial Consultancy session

The 3GI sales process is designed to be a consultancy experience with the view to not only "Quote for business" but ensure that we take a good look at your front to back flows and ensure that we are engineering with the intent of enhancing your competitive edge in the market through technology. Through our initial session you will also be left with a list of enhancements to your environment which you could give to any supplier i.e. the benefit you will get from our initial session can be given to any vendor to quote.

This of course is all explained in non IT language and all minutes from the meeting are recorded with follow up actions resulting in a final specification / proposal issued. This will include:

• Business vs System Overview
• Front to back flow analysis
• Alternatives and other cost effect / Free options
• Best practices
• Growth and scalability options
• Service delivery and support options

Design & Implementation

Our design and implementation follows the same process which we use to deliver global projects for Investment Banks and financial institutions. This process is aimed to treat the client as a "Project Sponsor" so you are able to track and become part of the implementation process every step of the way (regardless if you know IT or not). With many aspects of IT being Business / Risk / Budget / Growth decisions we ensure that you are the point person making the key decisions.

Please see below the ethos in our design and implementation:

• We do not charge per hour for fixes so its in our best interest to use every failover / self repair / scripting / roll back process within systems as possible. A Tier 1 robust setup for you is an easier life for us
• Whether is be IT Infrastructure or Development work our diagrams / site notes / code commenting / BCP plans are created and maintained throughout the whole process. This provides a solid base to work from and ensures that you "the end client" always have the option to use other providers as we have a transparent relationship throughout.
• We like to work in a way that does not mean you have to pay "through the nose" for certain skill sets / technology. If we are going to service you under a monthly support contract then we tend to build out the solution within that package. We ensure that you take advantage of our tier skill set across the globe so that you get the benefit from a truly global / blended rate.

Response times & SLA

A core question we are asked within the sales process is how does our Service level Agreement works, to answer this we explain more how our business model works. Our industry routes are within Investment Banks whether it be Development or IT Infrastructure we have to ensure that we have a quick response team ready to be deployed within seconds. If the ops team identifies a server which has stopped responding or a trade load batch operation that has not executed correctly overnight then regardless if people are in bed the call tree process will wake people from their beds if necessary to ensure that we keep production systems running 24-7.

For low severity (business as usual) IT fixes then the process is quite simple, rather than referring the user to "You only have a 4 hour SLA" if the Helpdesk can not fix the issue instantly then they will ensure with the user that the resolution time meets their expectation.

Please see below for how our service level works:

• We have a 9-5 Helpdesk in each region who can fix 75% of issues remotely over the phone (Usually instantly) these are usually Sev 2 & Sev 3
• Most machines can be rebuilt over the network so if the issue on the desktop workstation is severe then the helpdesk can talk the user through a 4 click rebuild process refreshing the machine as good as new. If this is not possible a suitable time will be agreed with the user and an engineer will be sent to site.
• We urge all clients to use ILO technology so that anyone of our engineers can have low level access to fix large issues instantly. Any engineer working on Sev 2 or 3 issues will be pulled off to fix a Sev 1 issue if in the event of multiple failures.
• If a Sev 1 issue occurs where we can not access your network remotely (either hardware or network outage) then an engineer will be deployed instantly regardless.