1. Page 1 MUA - Maintenance Owen Turner North Western Europe owen.turner@intentia.co.uk

2. Page 2 Agenda  Introduction  Background  Why the maintenance letter  What does it mean?  Benefits of Intentia maintenance  Questions

3. Page 3 Introduction  Letter from Bertrand Sciard (CEO) to all customers  Meetings between AM and customers  Feedback of MUA members via Graham and the committee  Feedback to committee from Intentia  Meetings between AM and customers  Various ideas and discussions resulting in today

4. Page 4 Background  All software providers charge maintenance  Intentia has always charged maintenance  Maintenance varies hugely across customers  According to analysts, Intentia revenue from maintenance is lower than our competitors  Renewals are spread across the calendar year  Intentia created separate agreements in 2000

5. Page 5 Why the maintenance letter  Global initiative communicated to all customers at the same time  To enable a continuing improvement in support performance, development and product quality  To simplify administration for both our customers and ourselves  Adopt standard industry practice  Provide a solid platform for continued product and service improvements

6. Page 6 What does it mean  Return to a single maintenance agreement  Move to calendar year renewals  Provide a standard method of maintenance calculation  Surcharges for older releases (V10 and earlier)  Price increases of varying sizes  Guarantee of future increases of local price index only  Automation of renewal process

7. Page 7 Benefits of Intentia maintenance  Ability to upgrade and receive corrections  Full i-support service  Global support organisation  BC, TC, AE, services, IRD  Dedicated, permanent staff who understand the business and s/w  Tellus, Customer Services Manager, visits, SLA’s  Coverage of out of hours, 24x7, holidays and modifications  MUC experience from business and technical view  Standards for libraries, corrections and safe application of corrections  Global PTF’s.  Protection from impact of h/w changes  Volume response to critical issues  Future protection e.g Y2K, Euro, SOX? EU?

8. Page 8 Any questions?

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