An Overview of Professional Services and NonStop Migration BPC and HP NonStop seminar Athens, 12 th October,2011 Tokhir Abdukadyrov, Deputy COO

2 World class customer support is mandatory With 80 clients in more than 24 countries around the world our support services need to meet a wide and complex range of needs

3 Implementation and migration approach An example how we measure our performance How we organize ourselves Contents Objectives Regional Operations Centers

4 Professional Services Objectives Business objectives: Customer satisfaction rating to be in the top quartile – Supported by regular client surveys Annual reduction of 20% in ESM tickets opened 100% contractual SLAs met Fast and smooth solution implementation for new clients Optimize clients’ use of SmartVista features and functions to benefit their bottom line Product standardization

5 Process Organization and Operational Structure Pre-sales Implementation Support and maintenance Product presentation and demonstration Customer needs identification Technical and functional proposal development Transitional support- post-sales Functional specification development Product customizations Solution deployment Training Acceptance support and certifications Data migrations and go-live support Solution monitoring after go-live, warranty support services Customer support and help desk services (bug fixing, consultancy, regular updates) Hot line support for emergency issues Account and customer relationship management Solution development projects (requests for customer programming or implementation of new modules)

6 Regional Operational Centers Asia Pacific – Singapore Russia, CIS, Europe, Africa - Moscow, Russia Ukraine – Kiev, Ukraine USA, Canada – Omaha, USA Latin America – Panama city, Panama

7 Regional Roles and Responsibilities Local centers of excellence benefitting from knowledge transfer from HQ Technical staff for everyday & first line support services Locally recruited business analysts to support customizations Project managers managing the client’s expectations on-site Account managers providing a prompt reactions to any client issues

8 An Example How we Measure our Performance Last Four Year Performance Summary The average number of ESM tickets per client per year Increasing client base driving higher ticket volume in ESM Code improvement and product standardization demonstrated in falling ticket volume per client Annual reduction of 49% in ESM tickets opened in 2011 opposed to 19% reduction rating in 2010

9 Proven Migration Project Approach SIR meeting Customization and Configuration Installation and Training System Integration Tests, Certifications and User Acceptance Pilot Run Managed Operations / Support Functional Specifications Development and Approval Migrations

10 Seminar The SmartVista alternative on NonStop