1 FOCUS ON THE CUSTOMER Support without SLA Based on the EPAM – ZOETIS partnership ROMAN VITYK – EPAM SYSTEMS AARON HAYDO – ZOETIS AUGUST 4, 2015

2 AGENDA EPAM Systems – ZOETIS partnership 1 Service footprint and Support Team statistics 2 3 keys to success to build a strong support team, which resulted in a great relationship with the customer a. No SLA in place b. Communication with us is simple c. Focus on the client 3 Q&A 4

3 BEGAN PARTNERSHIP ON MAY 1, 2013 ROADMAP SharePoint 2010 & 2013 Platforms build Zoetis Partner Network OneDrive Personal Storage SharePoint Community Shared Folders Platform Support Configuration Services Regional performance improvements 2010  2013 Legacy Team Sites Large File & Send File Platforms Support Retire SP 2010 Environment

SERVICE FOOTPRINT INFRASTRUCTURE SharePoint: 5 SharePoint Farms (2010 and 2013); SharePoint Online; > 60 production databases File Sharing: > 40 file servers globally; > 100 TB storage capacity Document Management: Cloud provider; Integration tools CONTENT SharePoint: > 1000 site collections; > 4 million documents; > 2.5 TB content databases File Sharing: > 35 TB migrated Pfizer content; > 17 TB net-new content Document Management: 500,000 controlled documents; ~50 document types OTHER Enterprise search platform indexing > 8 million documents from SharePoint and File Shares Key sites (The Zone, BT for ME) supported in 8 core languages

5 TICKET COUNTS OVER TIME Platform support – Monitor environment / respond to issues – Engineering / architecture – Troubleshoot for other infra. groups – Code deployment – Install patches/upgrades/third-party components – Development End-user support – Basic request fulfillment – How-to regarding SharePoint – Consulting – Light development Current trend is >800 tickets/month

6 DAYS TO RESOLUTION

7 Total number of all resolved tickets is since January’ tickets with resolution time 14 days 400+ tickets with resolution time 31 days 200+ tickets with resolution time > 1 month And are your ZOETIS users HAPPY, Aaron?! … WAIT… WHAT?!

8 3 MAIN KEYS TO SUCCESS No SLAs in place* 1 Multiple simple way(s) to communicate with the support team: - Service Portal for everything (BT4Me) - Community board - Community on-site meetings - 2 Focus on the client 3

9 Service Level Agreement (SLA) - A formal, negotiated document that defines in quantitative and qualitative terms the service being offered to a Customer. 1. Nature of the incoming requests 2. Do everything within your power to resolve the ticket, rather than to pause the SLA timer 3. Regular updates to the client, checking the feedback 4. Internal rules for handling the tickets: – Daily meetings with engineers – Every single ticket from every single engineer should be addressed – Escalation of high-complexity problems within the team – Knowledge sharing 5. Highly-skilled team, of course! NO SLAs IN PLACE

10 Simplify the methods for Customer  Support Team communication – Service Portal for everything (BT4Me) – Community Board – Community on-site meetings – Generic mailbox COMMUNICATION WITH US IS SIMPLE

11 1. Focus on the problem resolution, but not on the SLA timer 2. Ensure that client’s experience with you was excellent! 3. Act as a PRO! Not only from technical side. FOCUS ON THE CLIENT

12 SUMMARY No SLA in place* 1 Simplify the methods to reach you 2 Focus on the client’s needs 3

13 Q&A THANK YOU! ROMAN VITYK (EPAM SYSTEMS) AARON HAYDO (ZOETIS)