Outsource the Management of Your Ariba Applications Using Ariba's Shared Service Team

Support Levels Support Level Role Level 5 Engineering Level 4 Technical Support Services Level 3 Technical App Mgmt Level 2 Functional App Mgmt Level 1 Helpdesk Level 4 and 5 support is provided by Ariba to all customers paying annual maintenance fees. 3 2009. Ariba, Inc. All rights reserved.

L1 Helpdesk Responsibilities Front line support for end users Resolve business process and basic how to questions Utilize help, documented procedures and training Password resets, referrals to other helpdesks Process routine MTP requests and prepare/validate complex MTP requests for Level 2 4 2009. Ariba, Inc. All rights reserved.

L2 Functional App Mgmt Responsibilities Complex How To Questions Detailed knowledge of environment and business processes Respond to application alerts Resolve data issues, utilizing inspector when necessary Perform UI based administration functions and file uploads Monitor scheduled tasks and integration events Basic configuration changes Process complex MTP requests 5 2009. Ariba, Inc. All rights reserved.

L3 Technical App Mgmt Responsibilities Knowledge of environment configuration and all customized code Detailed knowledge of back end processes Change application parameters Troubleshoot technical issues Troubleshoot integration event and scheduled task failures Apply patches and fixes Fix custom code (java, AML, rules, etc.) Manage production migrations Application upgrades Ongoing enhancements 6 2009. Ariba, Inc. All rights reserved.

L4 Technical Support Services Responsibilities Troubleshoot core product technical issues for all Ariba applications Identify core product defects Liaison to Ariba Engineering Level 4/5 support is provided by Ariba to all customers paying annual maintenance fees. 7 2009. Ariba, Inc. All rights reserved.

Level 5 Engineering Responsibilities Identify root cause for core product defects Manage core product defects and enhancement requests Deliver hot fixes Deliver service packs Deliver new application releases Level 4/5 support is provided by Ariba to all customers paying annual maintenance fees. 8 2009. Ariba, Inc. All rights reserved.

Support Level Summary Level 4/5 core product support is provided to all customers paying annual maintenance fees Ariba consulting provides a 90 warranty for all delivered enhancements/customizations The customer is responsible for L1/L2/L3 support functions once the system is live The Ariba Application Management Services team can optionally be used to provide a short or long term level 2/3 support solution based on customer needs 9 2009. Ariba, Inc. All rights reserved.

Ariba Application Management Ariba Application Management is a service offering performing the key tasks necessary for the ongoing maintenance and operations of a client s Ariba solution This offering also provides for the seamless integration with the customer and Ariba teams involved with technical support, upgrades and future implementation work Ariba Application Management Service Definition 10 2009. Ariba, Inc. All rights reserved.

Ariba Application Management App mgmt is available for all customers, regardless of hosting location: Ariba Ops, USi, BTF. App mgmt includes all L2/L3 services covered earlier in this presentation. Familiar with all customer configuration and enhancements Advanced functional and technical support Monitor scheduled tasks and integration events Perform configuration changes Support custom code Manage all code migrations and configuration changes with the hosting provider (or customer operations team) Coordinate service pack upgrades 13 2009. Ariba, Inc. All rights reserved.

Resource Requirement Drivers L2/L3 Factors What master data is managed directly in the UI? How frequently are changes required? Users/Groups/Roles/Permissions New users, terminated employees, role changes, etc. Suppliers Accounting codes, commodity codes, etc. Analysis loads from external systems What is the frequency of module specific configuration and administration functions? ACM Templates ACP Category Definition Files ACW Clause Library ACW/ACC Contracts SPM Surveys and Scorecards 15 2009. Ariba, Inc. All rights reserved.

Resource Requirement Drivers L2/L3 Factors What integration and other scheduled processes exist in the system? How frequently do these processes run? How closely must this integration be monitored? What is the process for identifying and resolving integration errors? Custom Code How many areas of the application have been customized? Complexity level of customizations? How thorough was the testing? System Roll-Out Activities, Timeline Is the system being implemented in phases? By module? By region? By spend category? Will there be increased admin activity during this roll-out? 16 2009. Ariba, Inc. All rights reserved.

Ariba Application Management Benefits A predictable TCO for Ariba application support. Qualified support resources to ensure system stability, especially in complex environments with frequent change. Manage SP upgrade process to keep software current. Knowledge of existing configuration and customizations for quick resolution of issues. Robust change control and code management process for managing changes across environments. Ability to effectively manage daily support activities for existing environment while preparing for the future deployment of additional modules, enhancements or countries. 17 2009. Ariba, Inc. All rights reserved.

Ariba Application Management Benefits Supplement Customers resources and product experience to effectively manage their Ariba environment. Ariba functional/technical expertise always available No retention issues. Single Point of Contact for Issue Resolution Hosting Provider or In-House Data Center Consulting/Services Teams Technical Support Services 18 2009. Ariba, Inc. All rights reserved.

Ariba Application Management Benefits Formalized and accessible support structure for resolving customization defects after the implementation. Direct access to customer environments for recreating issues and troubleshooting allows for efficient issue resolution with limited customer involvement. The app mgmt team has access to numerous Ariba internal resources to assist with customer issues. 19 2009. Ariba, Inc. All rights reserved.