Table of Contents

Overview and Scope.....................................................................................................3

Services Proposal
Proposal.......................................................................................................................4
Costs and Terms...........................................................................................................6
March 17,
Presented by Dr. Pradeep Patnaik

Services Proposal
Overview and Scope
“Client” provides state of the art, quality option trading solutions to traders. There are two
version of the software: “Client product” is a standard, desktop application utilizing Delphi
and other technologies; ****** v6 is the latest version of the software, released in January of
2009. The new version supports real-time quotes and deployment via the web.

Client - needs to provide both technical and product support for their products.
Technical support includes such issues as failed file reception and installation
problems.

In addition to technical support, “Client” requires operational monitoring and

management and support of its deployment infrastructure. Operations console
software such as Nagios may need to be configured and installed to support these
requirements.

The sales and business development group with “Client” currently handles the
product- support and will continue to do so.

Seneca Global will perform the following activities:

 Supporting Customer Inquiries: ****** customers will be calling a number
configured to ring at Seneca Global facilities. The Seneca Global team will
address incoming calls as required by ***** to address all technical
support issues.
 Document, install and operation the infrastructure as required. In order
to provide transparency, consistency and true service level management
capabilities a minimal set of tools will need to be available. Including
ticketing, monitoring and telephony tools. Both Seneca Global associates
as well as ******** associates can use these tools.
 Monitor the operations console: The monitoring infrastructure will
automatically send alerts from network devices, servers and configured
application events. The console will create automated alerts when known
error conditions occur. The operations console will consolidate all alerts
and configured events into one facility to reduce manual operational
costs and risks.
 In some cases, manual checks will be required. Typically these are
application-level checks.
 Addressing Alerts:The operations console and our monitoring associates
will create automated and manual alerts respectively, based upon the
events being monitored and manual operations. These alerts represent an
incident to be resolved. Seneca Global will help to resolve the incident as
the incident coordinator, following a documented incident resolution
process.

Services Proposal2
In addition to the activities outlined above, the followingactivities will be performed
as utilization permits and based upon priorities outlined by ******:
 Updating and keeping standard operating procedures current and to
reflect the new monitoring and issue resolution processes
 Installation of software patches and other updates
 Other system, network and database administration tasks

Proposal
Seneca Global will assemble a dedicated team to provide monitoring services to
*****. An onsite coordinator and shared infrastructure manager will alsobe
provided. The organizational structure of the team is shown below:

Onsite Infrastructure
Coordinator Manager

Monitoring Monitoring Monitoring Monitoring Monitoring

Associate #1
Associate #1 Associate #2
Associate #2 Associate #3
Associate #3 Associate #4
Associate #4 Associate #5
Associate #5
Two shared resources are utilized as required for the project and typically spend
10-25 percent of their time on your projects and teams as circumstances dictate:
 The onsite coordinator is responsible for project initiation, collecting
artifacts and scaling knowledge to the offsite team. In addition the onsite
coordinator shall facilitate any onsite requirements such as architecture,
graphic design, human factors, usability or other creative work.
 The infrastructuremanager ensures that both ****** and Seneca Global
project practices and methodologies are properly followed. This
providesmanagement of the dedicated team andday-to-day leadership.
The infrastructure manager is your primary contact.
The dedicated team members are assembled based upon your requirements. As we
currently understand them, requirements include:
 An operational-level associate
 Associates with financial exchange and market data experience
 Associates that are able to answer customer inquiries as expected by
client business needs
 Windows Server Administration experience
 Networking Administration experience
 Database Administration experience
 A minimum of five years experience

The infrastructure manager can supportan additional four associates, depending

upon activities and coverage before we would require adding an additional
management layer for the client team.

Services Proposal 3
The following project timeline depicts the activities required for Seneca Global to
fulfill the services outlined in the previous sections:
Document help desk architecture
Document and monitoring architecture
Document staffing plan and start assembling team
Prepare baseline service scorecard for review
(1-2 weeks) Document incident management process
Document manual monitoring activities
Initiation Collect artifacts (assets, coverage schedules)

Local telephone line to Seneca Global

Scorecards and qaulity feedback in place
Manual processes being performed
Automated monitoring in place
(8-10 weeks ) Team assembled
Deploy monitoring and help desk infrastrcuture
Kickoff Infrastructure manager onsite at client (2 weeks)

Coverage expansion as required

Enrichment of automated probes as required
Automation of manual activities as required
Processes being monitored and improved
Steady State Ongoing monitoring being performed

During the initiation phase we will collect all artifacts that are pertinent to our
services, including: network maps, asset databases, coverage schedules, contact
information and documented processes. We will document the manual processes to
be followed, the incident management process to be followed when alerts are raised
and a baseline service scorecard to reflect the services being offered. Once we
understand these requirements we will assemble the team and collaborate with ****
to document and agree upon the monitoring infrastructure.

During the kickoff phase of the project, our infrastructure manager will travel onsite
to ****** facilities to work directly with the ****** staff in installing and configuring
the monitoring infrastructure. Once members of the team have been trained they
will begin work. Automated and manual monitoring along with the incident
management process will be in place during the first 5-6 weeks. During this time

4 Services Proposal
service scorecards and quality feedback reviews will be used to ensure that ******
business goals and success metrics are met.

After 8-10 weeks of monitoring activities, our team will reach the steady state. At
this point automation can be used to reduce risk and provide better productivity to
****** and additional coverage or services can be added, based upon documented
associate workloads.

Costs and Terms

Seneca Global works on retainer-based, team extension model. A minimum retainer
period ranges from six to twelve months, depending upon team size and expected
growth. For a commitment of six months, the total monthly cost of the dedicated
team of five resources would beapproximately$11,250.

These costs include a ten-day visit to the ******* office by our infrastructure
managerto work with the ******* team to collect requirements, document processes,
install the monitoring infrastructure and perform other project kickoff-related
activities. Travel and expenses for this visit will be billed at cost and are not
expected to exceed $4,500.

The monthly cost of each additional operational associate is approximately $2,250.

Seneca Global will provide coverage of services on a daily basis starting at 5:00PM
and continuing thru the evening until 8:00AM CST. This will repeat each day from
Sunday evening thru Thursday evening. Seneca Global will also provide support
from 8AMCST to 5PM CST on Saturdays and Sundays. This provides complete
coverage on weekdays and weekends for ****** customers to resolve their support
questions. From a business goal perspective, this will provide 24x7 support to
******* customers across the globe.

We expect that each associate can handle at least ten calls or alerts per hour.If call or
alert volumes are excessive or the number of manual checks exceedsour
expectations, additional resources would be required.

Services Proposal 5
The costs outlined in this proposal:
 Includes office space, communication from India, administration, human
resources, information technology infrastructure, standard hardware,
software and development tools and management costs,
 Excludes any project specific commercial hardware and software
 Excludes any travel and expense costs, which are billed at cost,
 Will only be billed for associates once they are operational on your team

Seneca Global will invoice at the end of each month for the services rendered during
that calendar month.

Payment will be made within 15 days of invoice receipt.

6 Services Proposal