connectis AG

MATTHIAS TÄUBL / MANFRED MEIER

Travelling to Ljubljana: The Big Adventure

Flight possible?

Train = 12 hours travelling:

Way back: overnight train

1

Agenda

History for SAP project 2.

Situation with S&T 3.

Company presentation: connectis AG 1

Customer Profile: connectis AG

Bundesamt für Informatik

Psychiatrische Dienste GR

BIS

IP Netzwerke LAN, WAN, WLAN, Security, Data Center

UNIFIED COMMUNICATIONS IP Telefonie, Video, mobile Kollaboration

CONTACT CENTER Mehrwert- Applikationen

Operation Center

ITIL SLA

FTTH Layer 2

Mobile Mgmt

Outsource Service

24h

Company structure

220 employees with long time experience and certified know-how

Locations

Services & Solutions

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

Agenda

History for SAP project 2.

Situation with S&T / IMG 3.

Company presentation: connectis AG 1

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)

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

SAP Infrastructure

3 System Landscape: 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: • Oracle 10.0 • Unicode

PRD QAS DEV

150 GB

SLA Hosting

Service Level mySAP ERP

Service times 7*24 Hrs.

Availability P 99 % (Quarter of year)

Max. Downtime (Recovery time)

P 24 Hours

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

Data Center

13

RZ I

RZ II

RZ III

* Will be provided by provider ** Installation in DC of procider

Bandrobot

P-System (ECC 6.0)

CI+DB+Appl

WAN Router*

WAN Router** „Handover point

“

T-System (ERP)

CI+DB+Appl

WAN I

WAN II

RZ I

RZIII

RZ II

Service Times

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. Maintenance and Cont. Improvement

MO – FR 7:00 – 18:00

All mentioned times are valid except the public holidays in the canton Bern. December 24th and 26th are also excluded.

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.

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

connectis S&T MS Team Hosting Provider

Bac

koff

ice

Se

rvic

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S&T Consulting S&T Development Center

Together we are your SAP Competence Center

SAP Manager

Key User

End User

Process Owner

IT

Support Team 2nd Level Support

Continuous Maintenance Continuous Improvement

Service Desk Dispatching Reporting

Eskalations-Management

Customer Service Manager

SAP Operations / Hosting

The S&T Support Organization for Managed Services

Helpdesk

SAP AG Support

S&T result after 15 months

18

0

20

40

60

80

# of Incidents

support impr. maint.

0

20

40

60

80

100

120

140

160

180

# of hours

support CR onsite

Hosting status: • No unplanned downtimes = 100% availability • Average response time: about 350 ms • System is very stable

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

Would you choose S&T once again?

Yes!

Yes!

Outlook

Contact

21

Matthias Täubl

Chief Operating Officer

Phone: +41 (58) 301 17 36 Mail: matthias.taeubl@connectis.ch

connectis AG Freiburgstrasse 251 CH-3018 Bern