21. April 2010, Slovenia S&T BUSINESS FORUM »OUTSOURCING – A KEY TO A BETTER COMPETITIVENESS« Video http://vimeo.com/22067127 Photo gallery http://photos.ecetera.si/photos/swfpopup.mg?AlbumID=16312464&AlbumKey=fJ4bU

1. connectis AG
MATTHIAS TÄUBL / MANFRED MEIER

2. Travelling to Ljubljana: The Big Adventure
 Flight possible?
 Train = 12 hours travelling:
 Way back: overnight train
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3. Agenda
1 Company presentation: connectis AG
2. History for SAP project
3. Situation with S&T

4. Customer Profile: connectis AG
UNIFIED COMMUNICATIONS
BIS
IP Telefonie, Video, mobile Kollaboration
CONTACT CENTER
Bundesamt für Informatik
Psychiatrische Dienste GR
Mehrwert- Applikationen
IP Netzwerke
LAN, WAN, WLAN, Security, Data Center
Service Operation ITIL FTTH Mobile
Outsource
24h Center SLA Layer 2 Mgmt

5. Company structure
220 employees with long time experience and certified know-how

6. Locations

7. Services & Solutions

8. Company History
• 2009 Cisco “Service Partner of the Year”
• 2009 «Gold partner» of Microsoft
• 2009 Strengthen Security area by take over of Telindus customers
• 2008 Name change to connectis AG
• 2008 Aurelius takes over sunrise business communication
• 2007 Nortel EMEA award «Der höchst angesehene Kundengewinner 2007»
• 2007 Cisco European „security partner of the year“
• 2005 Sunrise takes over Ascom Network Integration
• 2003 «Best international Partner» of Nortel Networks
• 2001 More than 1’000’000 Ports of Meridian / ISO 9001 Certification
• 2000 «Gold partner» of Cisco System
• 1983 Introduction of Nortel Meridian into the Swiss Market

9. Agenda
1 Company presentation: connectis AG
2. History for SAP project
3. Situation with S&T / IMG

10. SAP Outsourcing History
• Take over by German „Aurelius Group“ as carve out, deadline: January 1st 2009
• Need to setup all F&A, IT, etc. operations in very short time (deadline: 01.01.2009)
=> Decision for outsourcing of IT easy
• Today several tasks outsourced:
• PC /local IT to local provider
• Internal ticket tool (Remedy)
• SAP (hosting + license maintenance + AMS)
• SAP Implementation project started in September 2008 with 2 options:
• Migrate existing SAP solution (carve out)
• Setup new system from scratch (was chosen)

11. Decision matrix for outsourcing
Criteria for outsourcing:
• 33 % Speed
• 33 % Quality
• 33 % Price
Project wrap up had to be fulfilled (due to short project time)
What business demands had to be fulfilled?
• Stable solution
• Short realization time
• Flexible for changes
• No big growth expected
HR Payroll => high security requirements

12. SAP Infrastructure
3 System Landscape:
PRD QAS DEV
In total about 250 named user
Modules: FI, CO, MM, SD, CS, PS, HR, WF, CATS
Add-On: ProTime (Project management for Service Provider)
Add-On: ProCRM from ITML
OS:
• HP-Unix
Database: 150 GB
• Oracle 10.0
• Unicode

13. SLA Hosting
Service Level mySAP ERP
Service times 7*24 Hrs.
99 %
Availability P
(Quarter of year)
Max. Downtime
P 24 Hours
(Recovery time)
Ø Dialog-Response time ≤ 1000 ms
Operated Service Time 07.00 – 18.00
Maintenance Window Saturday 16.00 – 24.00
Modules SD/MM/CS/CO/PS/FI/CATS/HR/WF

14. Data Center
WAN I
WAN Router*
RZ I
WAN Router**
„Handover point
“
RZ II
RZIII
RZ RZ
I II
T-System
P-System (ERP)
WAN II (ECC 6.0) CI+DB+Appl
CI+DB+Appl
* Will be provided by provider
RZ ** Installation in DC of procider
III
Bandrobot

15. Service Times
All mentioned times are valid except the public holidays in the canton Bern.
December 24th and 26th are also excluded.
Activity Days Time window (CET) Remark
Service Desk MO – FR 7:00 – 18:00
1st und 2nd level MO – FR 7:00 – 18:00
Cont. MO – FR 7:00 – 18:00
Maintenance and
Cont.
Improvement

16. Definition Priorities
Level Priority Consequence
1 Very high The system is unavailable; there occurred an interrupt of an important
component or a critical business process for one or more business units
that cannot be repaired with manual workaround.
Company’s activity is directly hindered; definitely immediate impact on
company’s financial performance shall be expected.
2 High Incorrect performance of a critical business process or a critical function
(e.g. printing or connector) may significantly hinder work at the company;
immediate impact on company’s performance shall be expected; manual
workaround is available.
3 Medium Incorrect performance of a business process or a function may slightly
hinder work at the company; immediate impact on company’s
performance shall not be expected; manual workaround is available.
4 Low General system improvement is necessary; there is no immediate
influence on company’s performance.

17. Agreed Reaction Times
Problem Agreed Reaction Time
Priority 1 Up to 30 minutes
In case of priority 1 tickets, the problem resolution process will
not be stopped until the problem is solved, even at the end of
the service window.
Priority 2 Within 4 hours
Priority 3 Within 1 working day
Priority 4 Within 5 working days

18. The S&T Support Organization for
Managed Services
connectis S&T MS Team Hosting Provider
End User
Service Desk
Dispatching
Key User Helpdesk Reporting
Eskalations-Management
Support Team
Process Owner 2nd Level Support SAP Operations
IT Continuous Maintenance / Hosting
Continuous Improvement
SAP Manager Customer Service Manager
Backoffice
Services
S&T Consulting S&T Development
Center SAP AG Support
Together we are your SAP Competence Center

19. S&T result after 15 months
# of Incidents
80
60
40
20
0
# of hours
support impr. maint. 180
160
140
120
100
80
60
40
Hosting status: 20
• No unplanned downtimes = 100% availability 0
• Average response time: about 350 ms
• System is very stable
support CR onsite 18

20. Benefits
 What is the result after half of the contract duration is over (1½ of 3 years)?
 Connectis satisfied with:
• Satisfaction within the business units?
• System stability?
• System performance?
• Solution stability?
• Partner understands business processes?
• Partner‘s flexibility?
• S&T solution / performance over all?
 Satisfaction of employees with outsourcing model?
 focus on core business, not SAP Yes!
 Would you choose S&T once again? Yes!

21. Outlook

22. Contact
Matthias Täubl
Chief Operating Officer
Phone: +41 (58) 301 17 36
Mail: matthias.taeubl@connectis.ch
connectis AG
Freiburgstrasse 251
CH-3018 Bern
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