RADcare for EU Tech Seminar Slide 1 Patrick Attias Senior Training Manager

RADcare for EU Tech Seminar Slide 2 What is RADcare? RADcare is the brand name of RAD’s services to our Partners and end-users It includes –Pre-sales Support –Technical Support –Project Management –Training

RADcare for EU Tech Seminar Slide 3

RADcare for EU Tech Seminar Slide 4 RADcare Pre-sales consulting Review and assistance with design and pre-sales tests Proof of Concept Tenders Only via channel partners

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RADcare for EU Tech Seminar Slide 6 RADcare Technical Support Case handling and escalation procedures On-site spares Replacement parts/products Access to eSupport system Software downloads

RADcare for EU Tech Seminar Slide 7 Why Service Programs are so Important? Usage of service and SLA coverage ensure our customers satisfaction RADcare packages are offered on a modular basis, enabling carriers/operators to choose the right service package for their needs Typically RADcare is bundled within the partner’s proposal and used to backup the partner’s SLA and service commitments RADcare is essential for carriers and operators to ensure maximum network availability

RADcare for EU Tech Seminar Slide 8 Basic Services vs. RADcare Services Service Feature Basic Services (Included for 15 months from shipping date) RADcare Services (per selected package) Helpdesk system – eSupport WEB portal SW Warranty – SW maintenance and update versions HW warranty (Repair & Return) Phone support during Local business hours Limited to Information requests and basic product/NMS operation verification. Configuration assistance and troubleshooting are not included under Basic service. Priority Access to our Regional and HQ support centers Monday to Friday – Local Time Emergency call center – 24/7 Strict SLA measures NBD Shipment of spare parts from RAD warehouse Onsite spares (RAD-OWNED) Note: In-depth Technical support require the purchase of at least RADcare-BasicPlus service package (from shipping date)

RADcare for EU Tech Seminar Slide 9 RADcare Annual Packages Service Package Software Warranty Hardware Warranty eSupport Portal Enhanced Phone support (Local Business Hours) 24 x 7 Phone Support NBD shipment of spares On-Site Spares (RAD-Owned) Products RADcare BasicPlus RADcare Extended RADcare Advanced RADcare Premium NMS RADcare BasicPlus RADview RADcare Extended RADview Notes: 1.NBD = Next Business Day 2.Enhanced support include: Priority handling; Access to regional and global support centers; Troubleshooting guidance, Configuration assistance; remote connection; replication of application issues at RAD labs. 3.Enhanced (In depth) Remote Technical support for Demo, PoC, Testing – offered at NO charge for 3 months from shipment date. Item usage must be indicated in the PO

RADcare for EU Tech Seminar Slide 10 Meeting Strict SLA Requirements SLA for RADcare-BasicPlus PriorityResponse TimeRestoration TimeResolve Time (Business days) Critical (Full service down) Up to 3 Business hoursUp to 16 Business hoursUp to 20 days Major (Service degraded) Up to 4 Business hoursUp to 24 Business hoursUp to 45 days Minor (No effect on service) Up to 8 Business hoursUp to 40 Business hoursNext SW/HW release SLA for RADcare-Extended, Advanced and Premium PriorityResponse TimeRestoration TimeResolve Time (Business days) Critical (Full service down) Up to 3 hourUp to 24 hoursUp to 20 days Major (Service degraded) Up to 4 hoursUp to 48 hoursUp to 45 days Minor (No effect on service) Up to 8 hoursUp to 60 hoursNext SW/HW release

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RADcare for EU Tech Seminar Slide 12 RADcare Training Regional pre-sales and technical seminars Training-on-demand – both Face-2-Face and via the web WBT – Web-based training RAD University eLAB – on-line self-directed training RAD certification

RADcare for EU Tech Seminar Slide 13 Training – Your Key to Success On-site & Web-based Training

RADcare for EU Tech Seminar Slide 14 Training – Your Key to Success

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RADcare for EU Tech Seminar Slide 16 RADcare Project Management Single point of contact Project coordination Periodic meetings Action item follow-up Regular progress reports Test procedure definition Project specific documentation RAD Partner Customer

RADcare for EU Tech Seminar Slide 17 RADcare – peace of mind Pre-sales Support Technical Support Project Management Training

RADcare for EU Tech Seminar Slide 18 Thank You For Your Attention