On Demand (AMS) ServicesVijay T/October 2011

OD (AMS) Services Overview

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Business DriversOD (AMS) Services Overview

ServiceNeed issues resolved quickly

Pressure to provide global time zone support coverage and local language supportDeliver consistent Service Level Agreements while

supporting growth

ResourcesLoss of key resources with

subject matter expertiseStaff reductions and flight

riskLimited resource availability

for business goals/objectives

Indentifying risks, compliance and process

conformityIssues with system

performance

KnowledgeRestricted technical and

training resources Limited knowledge of new

productsTechnology obsolescence

and application complexityChallenging role of IT to

drive process and technical changes

Challenges

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Evolution of Skills RequirementsOD (AMS) Services Overview

Complexity

Resources

Higher levels of complexityRequiring a more diverse skill set / expertise

Training ExpensesHeadcount reductionLack of Time

Delivering IS productivity gains while maintaining service levels is increasingly difficult.

Skill

Requ

irem

ents

Time

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• Flexible model offers standard & optional services• Global resource pool• Full Visibility & accountability to SLA adherence

QAD On Demand ServicesOD (AMS) Services Overview

Service Management

Infrastructure Management

Systems Management

Customization Management

EDI Management

Functional Management

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AMS Services Delivered On Premise* On Demand

Service Management Functional Management O OCustomization Management O OEDI Management O OSystems Management O Infrastructure Management

Deployment OptionsOD (AMS) Services Overview

Optional Service * Server can be on customer site or other non-QAD hosted siteDefault ServiceO

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• Standard with On Demand

• What It Covers- Dedicated Client Manager- Structured Governance Model- Strategy Planning- Resource Alignment- Service Level Control Reporting &

Review Meetings- Budget Reviews

Service ManagementOD (AMS) Services Overview

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• Optional with On Demand- Priced by level of effort requested- Highly customizable

• What It Covers:- Super User Capabilities- Functional Application Support- Application Training- Change Management Ownership- Master Data Management- Business Process Outsourcing

Functional ManagementOD (AMS) Services Overview

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• Optional with On Demand- Priced based on initial creation time

• What It Covers:- Customization Management- Creation of New Customizations- Support for Existing Customizations- Documentation Creation- Change Control & Management- Integration Creation

Customization ManagementOD (AMS) Services Overview

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• Optional with On Demand- Priced by # of changes per year

• What It Covers:- EDI Ecommerce Transformation Map

Management- New Trading Partner Implementation- Proactive Follow Up with Trading Partners- Transformation Map Changes- Production Site Rollout- Trading Partner Change Control

EDI ManagementOD (AMS) Services Overview

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• Standard with On Demand

• What It Covers:- Progress / MS SQL Database

Administration- Systems and Application Monitoring - Performance Tuning- Installations and Upgrades of QAD EA- Security Control- Qualified Environment Control

Systems ManagementOD (AMS) Services Overview

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• Standard with On Demand

• What It Covers:- Physical Server Management- Network Management- Storage Management- Operating System Support and

Scripting

Infrastructure ManagementOD (AMS) Services Overview

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Severity Level Response Time

Resolution Time

Severity 0 Production system is down

30 minutes 8 hours

Severity 1 Critical problem with no work around

2 hours 2 business days

Severity 2 Software or production problem with a work around

4 business hours

5 business days

Severity 3 Minor problem, basic usage or functionality question

8 business hours

15 business days

Service Level AgreementOD (AMS) Services Overview

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Resolution Time by SeverityOD (AMS) Services Overview

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Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Oct-10 Nov-10 Dec-10 Jan-1199.00%

99.10%

99.20%

99.30%

99.40%

99.50%

99.60%

99.70%

99.80%

99.90%

100.00%

QAD Application Environment

SLA GuaranteesOD (AMS) Services Overview

Knowledgebase

Expandable Sections

Drill Down Navigation

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15

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Global CoverageOD (AMS) Services Overview

United KingdomBrierley Hill

BelgiumAntwerp

ItalyMilan

The NetherlandsSchiphol Rijk

JapanTokyo

ThailandBangkok

ChinaShanghai

IndiaMumbai

South AfricaDurban

SpainBarcelona

BrazilSao Paulo

MexicoMexico City

United StatesCalifornia

AustraliaSydney

PolandWroclaw

United StatesIllinois

United States

New JerseyUnited StatesGeorgia

United StatesUtah

QAD Support and Data Centers = Local Presence, Global Reach

IndiaChennai

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AMS Delivery ToolsOD (AMS) Services Overview

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Site to Site VPNOD (AMS) Services Overview

Customer

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• Current partners- Radley

• Level 1 only- Basic triage- Call routing

• QAD required to have 3rd party support agreement in place with 3 party

Third Party Product SupportOD (AMS) Services Overview

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Application Management Services

CommitmentOD (AMS) Services Overview

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Load Balance StaffOD (AMS) Services Overview

Internal Resources

QAD Resources

Flexible Cost Flexible Capacity Experienced Staff

Fixed Cost Fixed Capacity

Specialized Skill Sets

Use QAD For: Specialized Services

Global implementations Temporary and Permanent Staff Augmentation

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BenefitsOD (AMS) Services Overview

ServiceConsistent quality service

delivery

Defined Service Level Agreement

Flexible and scalable resource model

Meet new challenges

ResourcesCore part of QAD

No single point of failure Reduce risk

Unlock revenue

Drive future growth

KnowledgeDedicated resources by

specialty

Predefined transition processes and procedures

Expertise

QAD Application Management Services

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• Contact your Regional Account Representative

• Contact Vijay T – QAD OD Program Manager- vgt@qad.com

Any Questions?OD (AMS) Services Overview