1. Community Strategy Board Support and Maintenance and related Services

2. Community Strategy Board Support & Maintenance and Services Explanation of Deltares S&M Services Service Level Agreements Software Releases Sustainable investments Need for additional services Contents

3. Community Strategy Board Support & Maintenance Access to a helpdesk Support for different categories of calls (different SLA’s) Annual new software releases (including improvements, new features, bug fixes) Provision of patches to solve (urgent) bugs Management meetings Maintenance of Test System at Deltares Support with the upgrade of your system Additional support (training, configuration support) Additional services (Webservers, Deltares Open Archive) Currently between 9.00 and 18.00 CET only Deltares standard S&M Services

4. Service Level Agreements SLA is based on: Level of service requested  (response and resolution times) Level of support within your organisation Amount and complexity of systems Incorporated additional services: Test system(s), Webserver Deltares Open Archive Trainings Community Strategy Board

5. Software Releases 1 or 2 Delft-FEWS releases a year Test process alpha and beta testing Role of client or 3rd party? Role of Deltares in deployment of release Downtime: what is acceptable and what not? Evaluation of installation process How can the release process be improved/ optimized as a joint activity? Community Strategy Board

6. Sustainable Investments (maintenance) Examples Delft-FEWS 64 bits Refactoring Simplifying Delft-FEWS architecture Simplifying Delft-FEWS installation Should this be covered by S&M? Community Strategy Board

7. Potential Additional Services Access to test environment at Deltares? Different timezones / 24*7 / Weekend? Central distribution of patches? External access to JIRA? Service review meetings and reports? Webinars for software releases (what’s new / Masterclasses)? Hosting? What kind of service is your organization most interested in…? Community Strategy Board