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90 Day Technical Managed Services for

ON PREM Implementations

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Agenda

OPPORTUNITY LANDSCAPE

WHATS INCLUDED

SERVICE LEVEL DEFINITION

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ON PREM

• Upgrading to a Newer Version

• Net New Customers

• Customers GOING LIVE

• Post Go Lives

Key CriteriaCustomers that need to…

• Set up Infor Environment

• Require Test, Dev and Prod environment

• Database backup recovery for UAT/Go Live

• Product Patch Application

• Dedicate Resources and Time

Opportunity Landscape

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90 Day Technical Managed Services ( What's Included)

System Administration HelpdeskData RefreshHealth Checks

• Log Management

• Application Server

management

• User / Role

Management

• Patch Deployment

• Technical Incident

Management

• Hotline for Priority 1

• Collaboration with

Xtreme Support

• Application Roll out

Management

• Database Management

• Database Patch

Management

• Health Checks

• Continuity/Availability

• Application Performance

Management

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Service Level Definition

Service Window Response Time Maintenance WindowStandby Window

• Monday to Friday( 8x5)

• Optional Weekend

Support

• Call Priority 1 - < 1 Hour

• Call Priority 2 - < 2

Hours

• Call Priority 3 - < 4

Hours

• Call Priority 4 - < 8

Hours

• Scheduled Maintenance

• Once a Month

• Priority 1 Support

• 24x7 Standby Support *

* Contingent on Annual Support Contract Terms

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Thank you