Understanding the value of the Value Added Reseller (VAR) Support Center

1. Understanding the value of the Value Added Reseller (VAR) Support Center

2. Introduction of the VAR Scope of VAR Support Center

3. Introduction of the SAP VAR • Value Added Reseller (VAR) – software license and first level support function • Team Synergia Inc – appointed as VAR in 2002 • Focus on Public Sector • Magnus M3Lite – appointed as VAR in 2003 • Focus on SMB space • First Level Support Function is fulfilled by Magnus Support Services • Went live in February 2003 • SAP Certified VAR Center in 2003 for Team Synergia Vietnam • Full-time Core Team Consultants • Highly skilled Consultants

4. Scope and Value of SAP Standard Support:Continuous Improvement • Available source code • SAP software upgrades • Software change management You receive… • The latest SAP software release of the software licensed, or a migration package for the next SAP software generation (including the upgrade or migration software) • Technology updates to keep your end-to-end infrastructure up to date (operating system, databases, etc.) • Available source code and tools to manage custom code • Legal changes to address new legal and accounting obligations • Support Packages to efficiently apply incremental corrections

5. Scope and Value of SAP Standard Support:Quality Management • Test administration and automation • Monitoring for systems and core business processes • Proactive remote services • Implementation tools and methodologies You receive… • Proactive remote services (for example SAP EarlyWatch Alert, SAP GoingLive Check) to technically assess your systems and minimizethe risk of unforeseen bottlenecks and breakdowns • Monitoring of systems and core business processes to be alerted as fast as possible in case an issue occurs • Tools for test administration and automation to ensure that the designed solution will work optimally and reliably • Implementation tools and methodologies to shorten project times and increase effectiveness

6. Scope and Value of SAP Standard Support:Knowledge Transfer You get … • Implementation and operations processes, content and tools - reduce costs and risk with standard processes and tools • Participation in SAP's community via SAP Service Marketplace to learn about business best practices, service offerings, … • SAP Solution Manager to centrally manage decentralized, distributed applications • Continuous improvement methodology for application management, business practices and operations provided with SAP Solution Manager • Access to Best Practices • Empower Customer Competence Center

7. Scope and Value of SAP Standard Support:Problem Resolution • Problem resolution • Global 24x7 escalation procedures • Global 24x7 problem resolution You get … • Access to SAP's extensive knowledge database for self-help • Tools to help you to implement the solution • Problem resolution by SAP in case you cannot find a solution yourself. For priority “very high” this applies even 24x7, to avoid unnecessarily lengthy disruptions. • Global 24x7 escalation procedures to access all required SAP resources to de-escalate the situation

8. Introduction of the VAR Scope of VAR Support Center

9. VAR Support Structure

10. VAR Support Team Roles and Responsibilities VAR Management (TSI and Magnus M3Lite) ØPrepares business plan given the market analysis and strategy ØApproves escalation of issues to SAP Active Global Support ØReviews and provides guidance to the support manager for improvement of service level standards ØProvides guidance to support manager in extending additional resources should there be additional on scope of support Support Manager ØReporting directly to the Managing Director of Team Synergia Inc. Ø  Provides leadership and guidance in ensuring that support processes are maintained and followed ØMonitors, measures and evaluates service level standards on a regular basis ØPerforms planning for the marketing activities and promotion for the support customers for implementation ØApproves escalation of issues to SAP Active Global Support ØHandles customer’s complaint and customer feedback ØAssesses team composition based on scope of service required

11. VAR Support Team Roles and Responsibilities • Support Team Lead ØProvides the operational management responsibility of the VAR support center ØReviews completeness of issue posted and assesses issue for proper assignment of expertise of support consultant ØApproves 2nd and 3rd level escalation and assigns consultant from the pool based on consultant’s matrix ØQualifies issues for escalation to SAP Active Global Support for approval of Support Manager and TSI Management ØActs as the back-up of Helpdesk Coordinator • Core Team ØResponsible for analyzing, processing and solving of issues received from the VAR customer ØInitiates to the Team Lead the escalation of the message to 2nd and 3rd level support •  Second Level and Third Level Support Team – Consultant’s Skill Matrix ØResponsible for further analysis and resolution of issues escalated by the Core team ØAlerts the Team Lead when an issue escalated at this level has business impact translating to financial distress or production/live endangered situations for escalation to SAP Active Global support

12. VAR Support Team Roles and Responsibilities • Helpdesk Coordinator ØPrimary contact of VAR support customer in receiving customer’s inquiry in corporate message, email and hotline ØProvides interface to the VAR customer and SAP Active Global Support from problem receipt to closure or confirmation of issue ØCoordinates with the Team Lead for issue assessment and consultant assignment before dispatching the message ØMarkets and promotes SAP Active Global Support services to the VAR customers ØMonitors and refreshes corporate message to ensure promptly responses and feedback are provided to the customer ØPrepares the reports for review of management and improvement of service

13. VAR Contact Details • VAR Support Center Hotline : 8481874 • Fax: 8481464 • Mobile: 63-917-8735532 • Email: helpdesk@support-asia.com • Working hours from 9am-6pm, Monday-Friday

14. VAR Support Tool • Corporate Message – access thru the internet via saprouter to sapserv2 • Secured Network Connection (SNC) • Virtual Private Network (VPN)

15. Creation of Message • Superuser ID • Description of Message • SAP transaction code • Menu path • Support package level • System error logs • Message can be support issues (relevant component ) or service request on SAP Active Global Support Services (xx component) • Set status to “First Level” before saving • Note Message Number created ex. 0120028652 0000012345 2005

16. Message Processing • Dispatching of message by HDC • Processing of message by Core Team • Closing of message by VAR customer • Follow-up and feedback gathering by HDC

17. Escalation of Message • Escalation to 2nd and 3rd level support of Magnus Consultants • Escalation to SAP Active Global Support with the approval of business unit head • Business Impact translating to financial distress • or production/live endangered

18. Performance Measurement • Service Level Agreements (SLAs) with SAP • Customer Satisfaction Survey for every confirmed message

19. Marketing and Feedback Management • Website update • Team Synergia - http://www.teamsynergia.com • Magnus M3Lite – http://www.magnusasia.com • Monthly reporting of issues • Monthly customer visits • Feedback on VAR support center

20. Understanding the value of the Value Added Reseller (VAR) Support Center