QAD Explore 2012 QAD On Demand Operational Delivery

QAD Explore 2012 QAD On Demand Operational Delivery Kory D. Johnson

QAD On Demand Operational Delivery Goals • • • How we do it today Typical solution timeline Current customer experiences Where we are going Things you should consider Open discussion 2

QAD On Demand Operational Delivery System Statistics • • • 6823 users 184 customer locations 84 customers Min 10 users, (no max) 3 data centers 24 x 7 resourcing 3

QAD On Demand Operational Delivery QAD Global On Demand Services Service Management Functional Management Customization Management EDI Management Systems Management Infrastructure Management 4

QAD On Demand Operational Delivery Service Management • Standard with On Demand - Client Delivery Manager • • Single point of contact Dedicated client manager Structured governance model Strategy planning Resource alignment Service level control reporting & review meetings Budget reviews 5

QAD On Demand Operational Delivery Functional Management • Optional with On Demand - Priced by level of effort requested - Highly customizable • • • Super user capabilities Functional application support Application training Change management ownership Master data management Business process outsourcing 6

QAD On Demand Operational Delivery Customization Management • Optional with On Demand - Priced based on initial creation time • • • Customization management Creation of new customizations Support for existing customizations Documentation creation Change control & management Integration creation 7

QAD On Demand Operational Delivery EDI Management • Optional with On Demand - Priced by number of changes per year • EDI e. Commerce transformation map management • Transformation map changes • New trading partner implementation • Proactive follow up with trading partners • Production site rollout • Trading partner change control 8

QAD On Demand Operational Delivery Systems Management • Standard with On Demand • Progress / MS SQL database administration • Systems and application monitoring • Performance tuning • Installations and upgrades of QAD EA • Security control • Qualified environment control 9

QAD On Demand Operational Delivery Infrastructure Management • Standard with On Demand • • Physical server management Network management Storage management Operating system support and scripting 10

QAD On Demand Operational Delivery Service Level Agreement (SLA) Severity Level Response Time Resolution Time Compliance % Severity 0 Production system is down 30 minutes 8 hours 90% Severity 1 Critical problem with no work around 2 hours 2 business days 90% Severity 2 Software or production problem with a work around 4 business hours 5 business days 80% Severity 3 Minor problem, basic usage or functionality question 8 business hours 15 business days 80% 11

QAD On Demand Operational Delivery SLA Guarantee - 99. 5% 12

QAD On Demand Operational Delivery Interfaces and 3 rd party • QXtend is the #1 choice • Other options - FTP, Samba, ODBC Read only - Customer “comes and gets”, On Demand does not “push” • Custom bid 13

QAD On Demand Operational Delivery Transitioning to On Demand On Premise On Demand Move single or multiple instances from On Premise to On Demand 14

QAD On Demand Operational Delivery How Does It Work? Time dependent upon size/complexity – Average 2 -3 months Q-Scan Conversion Assessment Implementation Implement Test Present Report • Databases • Proposal • Languages • Plan • Interfaces • Costs • 3 rd Party Apps • Timescales • Modules • Resources • Customizations • Test Environment • Database Conversion Customer Validation • CRP Implement Production Training • . NET UI • Production Environment • End User • Database Conversion Implementation Options Fixed Scope & Fee • Interfaces • Customizations • Modules • Localizations 15

QAD On Demand Operational Delivery Enhanced Disaster Recovery • What is it? - Replication of customer environment in 2 nd data center - Only for production Data Center 1 Data Center 2 16

QAD On Demand Operational Delivery Virtela Network Offerings QAD Ethernet Virtela Customer Location Enterprise Services Cloud Internet On Demand Center Local Cloud Centers - LCCs QAD Ethernet N VP l IP nne Tu Virtela Customer Location Enterprise Services Cloud Internet On Demand Center Local Cloud Centers - LCCs QAD Ethernet Basic IP VPN Customer Provided Internet Access N VP l IP nne Tu Managed Basic IP VPN Customer Provided Internet Access Virtela Managed Hardware Virtela Enterprise Services Cloud On Demand Center Local Cloud Centers - LCCs IP VPN Tunnel Customer Location Internet Private CPIA IP VPN Customer Provided Internet Access 17

QAD On Demand Operational Delivery Virtela Network Offerings Customer Size Network Characteristic No of Users per Location Network Offering Small Default offering, public Internet based 0 -30 Basic IP VPN Small Managed default offering, public Internet based 0 -30 Managed Basic IP VPN Small to Medium Optimized Internet based 10 -50 Enhanced IP VPN Large Dedicated and private (MPLS) 50 -> Dedicated Connectivity Small Office Home Office Remote Access VPN 0 -5 Single Client VPN 18

QAD On Demand Operational Delivery Service Level Agreements Outage Notification Resolution Time Basic IP VPN Managed Basic IP VPN Enhanced IP VPN Dedicated Circuits X X X X Uptime X Latency X Packet Loss X Jitter X 19

QAD On Demand Operational Delivery Where Are We Going? • On demand company • “Build product for On Demand, then deploy On Premise if needed” • Organization focused on “On Demand” • Enhancements: - 5 tier monitoring Customer portal Form based solution Robust version control for customizations • Customer satisfaction = 110% 20

QAD On Demand Operational Delivery Things to Consider • • • Network connectivity Project start time Integrations Printing Expectation – control over the environment Partnering mentality 21

QAD On Demand Operational Delivery What Did We Cover? • • • How we do it today Typical solution timeline Current customer experiences Where we are going Things you should consider 22

QAD On Demand Operational Delivery Other On Demand Presentations • Attend Leveraging Your QAD Investment with Carol Cvitkovich Wednesday 2: 45 23

QAD Explore Questions Kory Johnson kdj@qad. com 24

QAD On Demand Operational Delivery www. qad. com © QAD Inc 2012 25