SUPPORT SERVICES BROCHURE

We are a leading consultancy and software implementation firm specialising in supply chains. Through working closely with our customers to understand their requirements and embrace the challenges they face, we create solutions which allow them to thrive in an increasingly complex, crowded marketplace. Established in 2006 with more than 300 customers in 40 countries, we are a truly global organisation.

SUPERIOR PERFORMANCE FOR THE MODERN SUPPLY CHAIN

As business complexity, combined with the 24/7 nature of business, show no signs of abating, having access to the right support is crucial to ensure continuity, uptime and maximised ROI. The global marketplace in which we all operate has redefined working hours, methods and technologies, and ensuring the right level of support for your business is intrinsic to success. SNS’ support services range from standard, through to premium and elite, depending on the scope of your requirements.

KEEPING THINGS MOVING

ABOUT SNS SUPPORT SERVICES

SNS’ STANDARD SUPPORT PLAN

SNS’ PREMIUM SUPPORT PLAN

SNS’ ELITE SUPPORT PLAN

SNS’ RESPONSE TIMES

SUMMARY FOR COMPARISON

STANDARD SUPPORT PLANThrough SNS’ Standard Support Plan you will receive support for all incidents, five days a week during your local working hours.

ONLINE SUPPORT PORTAL PHONE SUPPORT ACCESS

TECHNICAL SUPPORT REPRESENTATIVE

CUSTOMER ADVOCATE REPRESENTATIVE

ONLINE SUPPORT REPORTS

AUTOMATED ESCALATION

UNLIMITED INCIDENTS

The SNS Support Portal is available to you 24x7 to log incidents and receive updates on expected response times.

During working hours, you have direct phone access to our support team in order to follow-up on priority incident resolution or make an enquiry.

To ensure fast resolution of your incidents, an SNS technical resource - with detailed knowledge of your systems infrastructure, setup, and software customizations - is assigned to your account.

A Customer Advocate representative will conduct regular review meetings with you; propose enhancements and follow-up on incident resolution.

Our portal provides access to online management and KPI reports enabling you to assess the quality of support and measure it against defined metrics and measures. Examples of KPIs include average response time; average resolution time; and number of issues posted.

To ensure that incidents are resolved within predefined time frames, our support desk solution automatically prioritises them based on a structured escalation process.Critical incidents are forwarded to senior management immediately to ensure a prompt response and resolution.

There is no limit to the number of incidents which can be logged and all issues logged will be reviewed and resolved.

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PREMIUM SUPPORT PLANSNS’ Premium Support Plan provides all of the benefits included in the Standard Support Plan, but with additional features such as 24x7 critical incident coverage and complimentary system assistance.

24X7 CRITICAL INCIDENT SUPPORT COMPLIMENTARY SYSTEM INSTALLATION

COMPLIMENTARY SYSTEM TRAINING

FREE DEVELOPMENT DAYS

SENIOR LEVEL SUPPORT

RECRUITMENT ASSISTANCE

With 24x7 support we will respond to your critical issues at any time. Our system administration team will

perform a new system installation annually.

System training and assistance up to a pre-agreed number of hours per year is available and includes system configuration; master data upload; and solutions to functional queries.

Subject to a predefined agreement, you will benefit from free development days to apply changes that will benefit your warehouse operations.

Where necessary, your Customer Advocate will coordinate meetings with senior technical support and development resources to discuss repeating incidents, system performance or other non-resolved issues.

Our recruitment consultants will be available to assist in recruiting the best supply chain and logistics professionals.

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ELITE SUPPORT PLAN SNS’ Elite Support Plan includes everything contained within the Standard and Premium Support Plans in addition to a full server and database management service, access to SNS’ public training course and more.

SERVER MANAGEMENT SERVICE ACCESS TO TRAINING

DATABASE ARCHIVING SERVICES

LIVE SYSTEM MONITORING

ANNUAL ASSESSMENT

Monitor, report, and respond to conditions that impact operations normal including:

• Monitoring and maintenance of system and integration databases

• Execution of health checks related to data consistency in the system

• Monitoring of application logs and supporting components services

• Recommending and implementing high availability and disaster recovery plan for your system

Your team can attend selected SNS training courses free of charge.

To ensure your system is always running at maximum efficiency, we will maintain your database throughout the year with:

• Scheduled archiving to purge transactional data

• Resizing and shrinking of database files

• Re-indexing and statistics update for tables

Installed on your servers to monitor your database engine, your application server, and other modules that are in use at your premises, the solution will immediately alert you and our support team on potential system performance issues, thus optimising system availability.

On an annual basis, a dedicated SNS consultant will assess your current operations and validate processes and system modules.

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ISSUECLASSIFICATION

CUSTOMER’S SITUATION

RESPONSE TIME OBJECTIVES

Critical business impactOperations or/and a critical warehouse activity has stoppedNo work around is available

Initial responseFor Premium and Elite customers 1 hour or less from the time of logging the incidentFor Standard customers 1 hour or less assuming the incident was logged during customer working hours (8 AM to 5 PM) otherwise work will commence at 8 AM customer local timeContinuous effort all day, every day until problem is resolved

Important business impactCustomer’s business has significant loss or degradation of services Operations are severely restricted. A work around is available

Initial responseFor Premium and Elite customers 4 hours or less* from the time of logging the incidentFor Standard customers 4 hours or less assuming the SR was logged during customer working hours (8 AM to 5 PM) otherwise work will commence at 8 AM customer local timeContinuous effort all day, every day until problem is resolved

Moderate business impactCustomer’s business has moderate loss or degradation of services but a work around is available and work can reasonably continue in an impaired manner

Initial response8 hours or less

Minimum (or Low) business impactCustomer’s business is substantially functioning with minor or no impediments of servicesMinor faults which do not affect the use of the system General Information / Enhancement request

Initial response1 business day or less

Severity 1 SYSTEM DOWN

Severity 1 MAJOR FEATURE/FUNCTION FAILURE

Severity 2 MINOR FEATURE /FUNCTION FAILURE

Severity 3MINOR PROBLEM

RESPONSE TIMES

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SUMMARY FOR COMPARISON

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Online Support Portal

Technical Support Representative

Customer Advocate Representative

Online Support Reports

Phone Support Access

Automated Escalation and Notification

Unlimited Incidents

24x7 Critical Incident Support

Complimentary System Assistance

Free Days of Development

Complimentary System Installation

Access to Senior Level Support

Personnel Recruitment Assistance

Server Management Service

Database Archiving Services

Access to SNS Public Training

Live System Monitoring

Yearly System Assessment

SUPPORT FEATURE STANDARD PLAN PREMIUM PLAN ELITE PLAN

Every business is different and we recognise that one size does not fit all. Whatever support approach you decide to embrace, we’re here to help.

YOUR BUSINESS YOUR CHOICE

GROWING BIG;REACHING BEYOND

DUBAIAl Naboodah Complex Showroom #4, P.O.Box 55397 Dubai, UAET: +971 4 2895 011

DUBLIN60-63 Dawson Street Dublin 2T: +353 1 254 6150

MELBOURNEP.O.Box 5051, Moreland WestVIC 3055, AustraliaT: +61 421 959 057

LYON320, Avenue Berthelot69371 Lyon, Cedex 08, FranceT: +33 4 7877 3690

PARISParis office, La Défense 4, 4 Place de la Défense, 92974 Paris La Défense, Cedex, FranceT: +33 7 81 24 82 91

JOHANNESBURG23 Bedford Garden Villas, Leicester Road, Bedfordview 2007 GautengJohannesburg, South AfricaT: +27 79 496 7565

RIYADHSSNET - King Abdul-Aziz Str.Al Buqshan Bldg.230094, Riyadh, 11321, KSAT: +966 11 291 5738

BEIRUT1st Floor Hachem Center Electricity Str., Sed el BauchriehBeirut, LebanonT: +961 1 884 700, +961 1 894 500

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We’d love to hear from you. Please do contact us for further details on our services, or to chat about a project you might have in mind.