On Demand (AMS) Services Vijay T/October 2011 OD (AMS) Services Overview

Business Drivers OD (AMS) Services Overview Service Need issues resolved quickly Pressure to provide global time zone support coverage and local language support Deliver consistent Service Level Agreements while supporting growth Resources Loss of key resources with subject matter expertise Staff reductions and flight risk Limited resource availability for business goals/objectives Indentifying risks, compliance and process conformity Issues with system performance Knowledge Restricted technical and training resources Limited knowledge of new products Technology obsolescence and application complexity Challenging role of IT to drive process and technical changes Challenges 2

Evolution of Skills Requirements OD (AMS) Services Overview Complexity Resources Higher levels of complexity Requiring a more diverse skill set / expertise Training Expenses Headcount reduction Lack of Time Delivering IS productivity gains while maintaining service levels is increasingly difficult. Skill Requirements Time 3

Flexible model offers standard & optional services Global resource pool Full Visibility & accountability to SLA adherence QAD On Demand Services OD (AMS) Services Overview Service Management Infrastructure Management Systems Management Customization Management EDI Management Functional Management 4

5 AMS Services DeliveredOn Premise*On Demand Service Management  Functional Management OO Customization Management OO EDI Management OO Systems Management O  Infrastructure Management  Deployment Options OD (AMS) Services Overview Optional Service * Server can be on customer site or other non-QAD hosted site Default Service O 

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 Management OD (AMS) Services Overview 6

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 Management OD (AMS) Services Overview 7

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 Management OD (AMS) Services Overview 8

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 Management OD (AMS) Services Overview 9

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 Management OD (AMS) Services Overview 10

Standard with On Demand What It Covers: - Physical Server Management - Network Management - Storage Management - Operating System Support and Scripting Infrastructure Management OD (AMS) Services Overview 11

Severity LevelResponse TimeResolution Time Severity 0 Production system is down 30 minutes8 hours Severity 1 Critical problem with no work around 2 hours2 business days Severity 2 Software or production problem with a work around 4 business hours5 business days Severity 3 Minor problem, basic usage or functionality question 8 business hours15 business days Service Level Agreement OD (AMS) Services Overview 12

Resolution Time by Severity OD (AMS) Services Overview 13

SLA Guarantees OD (AMS) Services Overview 14

Knowledgebase Expandable Sections Drill Down Navigation News Incidents 15

16 Global Coverage OD (AMS) Services Overview United Kingdom Brierley Hill Belgium Antwerp Italy Milan The Netherlands Schiphol Rijk Japan Tokyo Thailand Bangkok China Shanghai India Mumbai South Africa Durban Spain Barcelona Brazil Sao Paulo Mexico Mexico City United States California Australia Sydney Poland Wroclaw United States Illinois United States New Jersey United States Georgia United States Utah QAD Support and Data Centers = Local Presence, Global Reach India Chennai

AMS Delivery Tools OD (AMS) Services Overview 17

Site to Site VPN OD (AMS) Services Overview Customer 18

Current partners - Radley Level 1 only - Basic triage - Call routing QAD required to have 3 rd party support agreement in place with 3 party Third Party Product Support OD (AMS) Services Overview 19

Application Management Services Commitment OD (AMS) Services Overview 20

Load Balance Staff OD (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 21

Benefits OD (AMS) Services Overview Service Consistent quality service delivery Defined Service Level Agreement Flexible and scalable resource model Meet new challenges Resources Core part of QAD No single point of failure Reduce risk Unlock revenue Drive future growth Knowledge Dedicated resources by specialty Predefined transition processes and procedures Expertise QAD Application Management Services 22

Contact your Regional Account Representative Contact Vijay T – QAD OD Program Manager Any Questions? OD (AMS) Services Overview 23