Incident Management Process Flow September 23, 2014

1. Incident Management Process Flow September 23, 2014

2. Agenda • Scope • Process Flow • Roles and Responsibility • Bridge Details • Discussions

3. Scope of incident management • Covers only P1 Incidents • Covers only P1 Incidents of Firstsource Dependency

4. Incident management process flow Target 20 Minutes Target 10 Minutes Target 25 Minutes

5. Incident management process flow Escalation 1.Incident Manager 2.Site Manager/ Program Manager 3.IRT Target 20 Minutes Target 10 Minutes Target 25 Minutes

6. Incident management process flow Escalation Notify and arrange for Alternate resource if IRT Do not join in 10 mints to practice Manager Update SDM every 30 Minutes. Target 20 Minutes Target 10 Minutes Target 25 Minutes

7. Incident management process flow • CSD Intimate IM, IRT and Local Tech Team • Local Team opens Bridge. • If incident not resolved within 10 minute, will communicate to IM. • IM and Local Tech Team will ask IRT to join • Practice Manager will arrange alternate resource if IRT doesn’t join the bridge. • SDM will join bridge for Incident update. • Call resolved or work around provided. • If incident is not resolved or no work around provided, Service Continuity plan will be invoked • Incident report will be sent across to all stake holders by IM. • Local Tech takes the responsibility of updating IMS with proper details and send IR report generated to all stake holders for P1 incidents and uploading to KWEB.

8. Roles and responsibility INCIDENT MANAGER • Driving the incident resolution process; • Communicating to SDM; • Trend Analysis; • Communication with the affected parties through the life-cycle of the incident; • Sending Incident Report within 24 Hrs of the P1 incident occurrence. IRT • Assist local team for problem isolation/resolution; • Bring in and use Vendor Support; • Work with peer team (EDS/NW/Data/telecom) and resolve the incidents.

9. Roles and responsibility SDM • Update IM about changes in the Process information / SLA. • Upkeep and Maintaining of Service Continuity plans. • Operation/client communications.

10. Roles of Local Tech LOCAL TECH • Notification and Update • Problem Isolation • Real time update to IM • Collecting error messages, log, tracert details for incidents • Its mandatory to give error message/tracert/log to CSD if escalating it to client • Work with IRT Team and resolve incidents • Updating IMS with correct details and dependency • Sending Incident report.

11. INCIDENT MANAGEMENT BRIDGE Chennai Bridge Number

12. Incident management process Feedback/Clarification/Questions Mobile : +91 97408 11335 Gayathri.prabhakar@firstsource.com

13. DISCUSSIONS

14. THANK YOU Firstsource (NSE: FSL, BSE : 532809, Reuters: FISO.BO, Bloomberg: FSOL@IN) is among India’s leading BPO (business process outsourcing) service providers. Firstsource provides customized business process management to global leaders in the Banking & Financial Services, Telecom & Media and Healthcare sectors. It’s 75 clients include six “Fortune Global 500” banks, two “Fortune Global 500” telecommunications companies and three “Fortune 100” healthcare companies. Firstsource has a global delivery model with operations in India, US, UK , Argentina and Philippines. (www.firstsource.com)