Compaq Customer Services RTR Support Infrastructure European Client-Server Expertise Center Manager Compaq Customer Services James NAUFFRAY

r Created in 95 to support Swiss customers on complex solutions, quickly part of EMEA high level SW support r Very high level of skills in the databases/middleware area r Multiplatform, Multivendor knowledge r Hardware and Software independence r Flexibility, Multilingual r Interconnected with the other Expertise Centers in Europe The European Client-Server Expertise Center

European Service Expertise Network European Service Expertise Network Product strategy in the Expertise Centers European Service Expertise Network European Service Expertise Network Product strategy in the Expertise Centers Alpha - Intel Storage - Networks -Tools... Platforms OVMS Unix WNT/W9x Linux Operating Systems Application Server Plus Application Server Interoperability RTR, ACMSxp, COM, JAVA..etc.. Middleware Applications ERPs Integration

OUR MISSION DELIVER DELIVER Added value services, Training, High level support, Sustaining engineering, prototypes FOR FOR Client-Server Enterprise Software Solutions TO TO End Users and Partners

OUR SERVICES Standard offsite support 1st and 2nd level support during open office hours 1st and 2nd level support during open office hours Extended onsite/offsite support 1st and 2nd level support from 7h AM to 11h PM 1st and 2nd level support from 7h AM to 11h PM 1st and 2nd level support 24*7 during determined periods 1st and 2nd level support 24*7 during determined periods 1st and 2nd level support (24*7) * 365 days 1st and 2nd level support (24*7) * 365 days Specific onsite support during critical phases Specific onsite support during critical phases Only 1 phone number to call during the period covered Only 1 phone number to call during the period covered Added value and personalized services ad-hoc consulting, sizing, benchmark, Tuning, Migrations, ad-hoc consulting, sizing, benchmark, Tuning, Migrations, installations, system tests, personalized services installations, system tests, personalized services

EMEA Software Support Organization How Software Support is provided EMEA Software Support Organization How Software Support is provided SOFTWARE SERVICE CENTRE CALL CENTRE EXPERTISE CENTRE LOCAL, ON -SITE and OFF-SITE WORK GROUPS AND RESOURCES

OUR SKILLS Geography covered Europe, Middle East, Africa Europe, Middle East, Africa Engineer profiles Principal software engineers, Senior software engineers, Principal software engineers, Senior software engineers, Middleware consultants, True client-server/database experts Middleware consultants, True client-server/database expertsLanguages English, German, French, Spanish, Dutch, Russian, Arab English, German, French, Spanish, Dutch, Russian, Arab

RTR Today, 4 of our engineers are already dedicating their client-server expertise, skills, and multiples talents to RTR customers : - 1 onsite engineer - 2 engineers delivering 2nd level support and consulting - 1 engineer delivering 1st level support - 3 of them are delivering 24*7 extended support We are serving also a large range of other middleware products. OUR CURRENT RTR RESOURCES

THE PRODUCTS COVERED Object Oriented Transactional Solutions (OTM) Microsoft DNA (MTS, MSMQ, IIS, DCOM, SQLServer, OLE DB) Microsoft DNA (MTS, MSMQ, IIS, DCOM, SQLServer, OLE DB) Portable TP for NT, Application Optimizer for NT Portable TP for NT, Application Optimizer for NT Workflow - Integration middleware COMPAQ Process Flow COMPAQ Process Flow 2nd Generation application development FORTE products family FORTE products family JAVA & EJB multi tiers architectures JAVA & EJB multi tiers architecturesERP PEOPLESOFT payroll & HRMS PEOPLESOFT payroll & HRMS

THE PRODUCTS COVERED (2) Traditional Transactional Monitors ACMS Products Family, ACMSxp, ACMS Products Family, ACMSxp, TP Desktop Connector, TP Web Connector, Portable TP for Windows NT, Application Optimizer V2.0 for Windows NT, Tuxedo Tuxedo Fault Tolerance Transactional Monitor Reliable Transaction Router Reliable Transaction Router Global Client-Server Environments / Security DCE DCE

THE PRODUCTS COVERED (3) Messaging Oriented Middlewares (MOM) DEC MessageQ, BEA MessageQ, Microsoft MessageQ, DEC MessageQ, BEA MessageQ, Microsoft MessageQ, Business Bus for MOM integrated solutions Business Bus for MOM integrated solutions Databases and Data Accesses ORACLE RDB & RDBMS, SQLSERVER v6 & v7, SYBASE, ORACLE RDB & RDBMS, SQLSERVER v6 & v7, SYBASE, Business Objects Business Objects Windowing systems DECFORMS DECFORMS DECForms WEB Connector DECForms WEB Connector

OUR SERVICES ON : RTR Offsite and Onsite support Offsite and Onsite support Standard 1st, 2nd level Standard 1st, 2nd level Extended coverage, 24*7 Extended coverage, 24*7 Added value services Added value services Development help Development help Migration Migration Sizing and configuration Sizing and configuration Prototyping Prototyping Remedial consulting Remedial consulting Performance and tuning Performance and tuning..etc....etc.. Feel free to contact us : Feel free to contact us :