Accenture CAS: Support and MaintenanceMaking a difference

On your sideReturn on investment. These three words go right to the heart of our support and maintenance services. We know that as your horizons broaden, and the competitive landscape shifts, you need to continually develop your solution and control costs. Or, put simply, your returns should always outweigh your investment.At Accenture CAS Global Support, we are here to help tip the balance in your favor. We offer release upgrades, maintenance and on call support; problem solving and enhancements; administration tasks, monitoring and health checks. In fact, by

partnering with Accenture, you can have a vast range of technical and industry skills at your disposal – from strategic experts and software gurus to front office sales and back office functionality.

With a support team that spans continents, we can support your business on the road to high performance – wherever that may take you.

How do we make a difference?Accenture CASDesigned in collaboration with some of the world’s leading consumer products manufacturers, Accenture CAS provides an integrated software platform that spans your sales process and operations – from early morning vehicle checks to end-of-the-day stock monitoring, established markets to emerging territories.

Harness our expertiseWe have more than 30 years’ experience in implementing Accenture CAS solutions for customer goods companies. With our intimate knowledge of software, we have seen – and solved – diverse management and technical challenges.

Linked-up supportThrough a single point of contact you can access a deep well of knowledge and expertise. Your management and technical teams can turn to us for anything from application development and back office functionality to urgent troubleshooting.

Tailored to fitBecause your business is entirely unique, we provide a choice of support levels as part of your maintenance and support agreement.

We are currently managing or supporting systems worldwide– from Asia Pacific to the Americas.

What are the Accenture CAS support options?We offer two standard levels of support with every solution. We also provide a range of additional support services based on individual service agreements.

As standard:Level 4: Allows us to analyze and fix problems in the core solution. These are carried out by the Accenture CAS Development Department.

Level 3: Includes problem solving and error analysis for your specific solution; enhancements to coding Change Requests (CRQs); and complex administration tasks Service Requests (SRQs) such as data cleansing or moving environments. These are carried out by the Accenture CAS Support Department.

As agreed:Level 2: Includes basic administration and maintenance of the Accenture CAS system including monitoring, health checks and tasks such as new user setup and offline client replacement.

Level 1: Helpdesk support for use by your team – usually not application specific.

What is included in a standard maintenance contract?

1. Release upgrade eligibility: we will provide new versions of software for your business at no extra license cost.

2. Maintenance and updates: any necessary fixes to correct malfunctions are also provided free of charge

3. Support services: Accenture CAS Support will be on hand to help solve any problems, during the hours agreed in your contract.

4. In addition we offer the following as standard:

• Support tools to track and manage issues 24/7

• Access to the client portal for technology support

• Complete document repository for the core solution

• Access to information about upcoming hotfixes, enhancements, minor release updatesContinual support

improvement

Support design

Supporttransition

Supportoperation

Supportstrategy

Image 1: Industry recognized global support approach

Why choose Accenture CAS support packages?Cost-efficient supportOur unique combination of tools, assets, experience and capabilities can help unlock immediate cost savings and generate significant business value in the future.

In-depth integrated knowledgeWith our specialized teams we can go beyond single-function solutions to integrate multiple processes and functions. We continue to be one of the leading companies in the delivery of application outsourcing services in terms of transition, budget, schedule, service levels and response time.

Optional support offerings:• Phone support 24/7

• Local language support - for Level 1 and Level 2

• Frequent system health checks

• System monitoring - snapshot or permanent

• Set-up and environment move

• Consulting on “RUN” and administrative topics of the application suite

• Administration and support training

Proven track recordWe have a proven track record of delivering large-scale, complex outsourcing engagements, as well as projects of all scopes.

The Accenture CAS Global Support TeamOur people are continually seeking smart, innovative and reliable ways to improve your IT performance while reducing costs. With our world-class delivery network and state-of-the-art Issue Tracking System (ITS), we will help to ensure your solution evolves as your business does.

Alongside our team of technical specialists, you will have the support of our Product Development Teams based in our consumer product development center in Kaiserslautern, Germany.

30 years’ experience, more than 4,000 dedicated Accenture software professionals and 700 Accenture CAS experts —all working to create software that adapts to your business and evolves to your needs.

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Make change happenTo find out how Accenture CAS can empower your teams, email accenture.cas@accenture.com or visit www.accenture.com/accenturecas

About AccentureAccenture is a global management consulting, technology services and outsourcing company, with approximately 289,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$28.6 billion for the fiscal year ended Aug. 31, 2013. Its home page is www.accenture.com.

Accenture Software combines deep technology acumen with industry knowledge to develop differentiated software products. It offers innovative software-based solutions to enable organizations to meet their business goals and achieve high performance. Its home page is www.accenture.com/software.

Accenture CAS is a leading end-to-end software platform for the consumer goods industry with a suite of trade promotion management, distributor management and retail execution software, including direct store delivery, field service and trade promotion optimization. Along with Accenture NewsPage we are part of the Accenture Software portfolio of products and Accenture Commercial Services for Consumer Goods. Accenture Commercial Services for Consumer Goods is a business service that helps companies increase sales and margins through management consulting, technology, and business process outsourcing. It improves interactions with customers, channels, and consumers through innovative analytical, multi-channel and operational capabilities.

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