The support offering tailored to fit your individual needs

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1 EMPOLIS SERVICES Concentrate on your core business The support offering tailored to fit your individual needs In this fast-paced world, it is absolutely essential that you remain focused on your most important projects and strategies. Empolis technology assists in increasing efficiency in your work processes, as well as working hand-in-hand with you as your IT service partner. Let us manage your tedious IT tasks that you are no longer willing or able to perform yourself. The modular approach and service levels that build on one another allow us to offer you outstanding support, expertly matched and tailored to fit your individual needs.

2 THE EMPOLIS SERVICE CATALOG Our modular approach, with services that can be implemented in progressive levels, offer unparalleled support, customized and packaged specifically to fit to your needs, ranging from single components all the way up to full scale, complete solutions. Empolis is your reliable partner providing more than 25 years of industry and process experience in implementing and managing complex IT projects for business-critical processes. Our list of long-standing customers include some of the most notable and leading global players such as Airbus, BMW, Bosch, the European Patent Office, Siemens and Vodafone, just to name a few. Currently, around 500 Empolis installations exist around the world and nearly 620,000 professional users rely on Empolis solutions on a daily basis to serve approximately 34 million end customers. Relieve your teams and management of tedious administrative tasks, such as timeconsuming coordination and control tasks, and let us handle them for you. Our clearlydefined service fees and service packages deliver ideal planning security for you. THE EMPOLIS SERVICE PORTFOLIO PROFESSIONAL SERVICES MANAGED SERVICES Solution Engineering Security of Investment Professional Support Operational Safety 1. Consulting Services 4. Product Maintenance 7. Business Outsourcing 10. IT Services 2. Software Delivery 5. Project Maintenance 8. Content Services 11. Monitoring Services 3. Project Services 6. Project Support 9. User Support 12. Application Services 2 Speak to us personally and let us mutually define our services fit to your needs!

3 YOUR BENEFITS Concentrate fully on our core business by allowing us to relieve you from a wide range of tedious administrative tasks. Our modular approach with services that can be implemented in progressive levels, offer the highest possible level of flexibility and helps avoid bottlenecks with your staff resources. Rely on us to maintain your systems at the service quality level agreed in your individualized service package. Our services are measurable, binding and clearly documented. And your personal point of contact at Empolis is defined so you know exactly who to contact when you have questions. Benefit from the fact that IT costs are clearly defined for long-term planning, thus avoiding high capital commitments since the investment in expensive IT infrastructures is not required. We manage your data exclusively in certified data centers located in Germany. These must fulfill the highest demands for security and data protection required by German law. Systems maintained by Empolis undergo 24/7/365 preventive monitoring, are upgraded regularly and are optimized continuously. We also utilize only the latest technologies, adding even more value to your business processes. Empolis solutions and services guarantee the highest possible level of performance and unparalleled scalability for your applications and, thus, a significant gain in productivity for the end user. SOLUTION ENGINEERING 1. Consulting Services In the first step, we analyze your specific demands and requirements and determine economic benefits for you; develop a mutual solution concept, specifying the relevant key performance indicators (KPI); and plan the realization and implementation of the software solution perfectly fit to your needs. 2. Software Delivery We deliver our software in the manner best suited to you: as a Cloud solution, on-premise or via an external IT service provider of your choice. 3. Project Services Empolis offers end-to-end project support from a single source and you pick and choose the services to suit your needs. If needed, we can assume responsibility for project management following agile ( Scrum ) or traditional ( waterfall ) methodologies. Let us configure your standard software or integrate third-party systems and data sources. In addition, we develop specially designed customer interfaces, reports, publications and workflows, as well as software modifications and modules. Data migration, conversions, solution documentation and quality assurance are also further project support offerings. Naturally, we ensure that the software is installed and the solution is implemented. Last, but certainly not least, a comprehensive training program for your administrators and users is a valuable aspect offered with our project services. 3

4 SECURITY OF INVESTMENT 4. Product Maintenance We continually adapt standard software to the corresponding IT environment providing secure and smooth operation and guaranteed IT security. As part of our service, we regularly supply new functionalities and features as needed. Depend on us for reliable error elimination (even after project acceptance and warranty expiration). Hotline support is also available to assist administrators and power users with standard software. 5. Project Maintenance Of course, the services described under product maintenance above (4.) are also available for adaptations and enhancements to your tailored solution. We also adapt your solution to changing IT environments and supplement with the delivery of new functionalities and features, as needed, and ensure for interoperability with pre-defined third-party systems. We guarantee that the agreed reaction and resolution times are met, even on-premise, if required. Naturally, ongoing IT security for the solution is always guaranteed. 6. Project Support Over time, projects are naturally subject to change, which often create new requirements for the user. It is always a good feeling to know that you have a reliable partner capable of continually developing your IT solution as new project demands arise. When needed, we integrate additional systems and data sources, make enhancements to interfaces, workflows, publications, reports, etc., run tests, document all adaptations and provide training for administrators and users. 4

5 PROFESSIONAL SUPPORT 7. Business Outsourcing We would be happy to provide you with professional assistance for your business outsourcing. Upon request, we are always available to offer support regarding the use of your solution, with data conversion, translations or publications. In this context, ongoing tests, quality assurance, professional reporting and/or monitoring and benchmarking are some of the other services available to you, as well. Monthly reports on technical KPIs and activities and recommended measures are delivered too. 8. Content Services We provide support for your professional content and knowledge management. Process models are developed and relevant experts are interviewed. Existing content is analyzed and then prepared for implementation and use. We develop new professional content or we can assist you in doing so. We can implement processes for continually maintaining professional contents, regularly analyze content use and uncover content gaps. All activities are summarized in a monthly report. 9. User Support We record error messages and recommendations from users, offer hotline support to solution users, train new users and report monthly on all activities. 5

6 OPERATIONAL SAFETY 10. IT Services With Empolis Services, 24/7/365 IT security of your system is guaranteed. The solution or the required technical infrastructure is operated in one of our German data centers, or we provide support for operation with an external IT service provider whatever is more convenient for you. Backups are secured, and in the event of failure, we ensure that the solution is properly restarted. Hotline support is available for your administrators, and we guarantee that the agreed reaction and resolution times are met, even on-premise, if required. 11. Monitoring Services We would be happy to assist with continual monitoring of solution availability and performance, as well as monitoring of the necessary third-party systems, hardware and infrastructure (network, databases). We also monitor data integrity of your systems and solution, identifying possible security issues or even attacks, in a worst-case scenario. Should such an emergency arise, we alert the responsible parties, take immediate necessary action and provide support for a quick restart. A monthly overview of KPIs and benchmarking data, along with recommendations for optimization is provided. 12. Application Services Updates and patches according to the agreed update plan are delivered, with absolutely no action required on your part. We inspect and analyze log files, report abnormalities, eliminate data garbage and conduct data backups regularly or, as appropriate, provide support and reviews. We proactively carry out measures to ensure for IT security, performance and availability, and we inform and/or train administrators and power users with managing release changes, attacks and incidents. A monthly report on performed work and recommendations for measures is delivered. 6

7 Let us mutually define your specific Service Level Agreement for measurable, binding and outstanding service quality fit to your needs. We are your competent and reliable partner, proven and underscored by a remarkable list of successful projects carried out for our international customers, over many, many years. We understand your demands and challenges and look forward to working together with you in developing your future path. TALK TO US! Empolis Information Management GmbH Europaallee Kaiserslautern Germany Phone Fax Speak to us personally and let us mutually define the Services tailored to fit your needs! 7

8 Empolis solutions enable companies and organizations to analyze, interpret and automatically process exponentially growing quantities of structured and unstructured data. This allows them to use their knowledge capital to optimize essential business processes. Thus decision makers, employees and customers receive precisely the information appropriate to the situation or task, and can make better decisions more quickly. Quality is Empolis top priority. Empolis quality management system fulfills DIN EN ISO 9001:2008 standards and has been certified accordingly. Additionally, Empolis complies with environmental sustainability guidelines and is certified according to DIN EN ISO We have set ourselves the goal of continually improving our environmental protection with our environmental management system, especially for Green IT. Empolis Information Management GmbH Europaallee Kaiserslautern Germany Phone Fax Empolis Information Management GmbH

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