Backbase Delivery Support Services Guiding You to Success

Table of Contents

For any information regarding delivery support services please contact csm@backbase.com.

Delivery Support Services

Backbase Delivery Model & Intake 3

Backbase Academy 4

Inception & Project coaching 7

ADS 8

Project Quality Assessment 10

Release Support & Upgrade 11

Backbase Delivery Support ServicesOur Professional Services team consists of highly skilled consultants who are dedicated specialists in UX design, lean development, digital marketing, and web project management. Such expertise ensures that your project will

be implemented as quickly and smoothly as possible.

IntakeWe understand that you can never be fully prepared for starting such a complex project. Therefore, we offer an Intake service - Backbase’s early involvement to help the customer assess readiness, set the appropriate expectations and define a suitable training program before the implementation of the software.

What we do

The Backbase team will lead and facilitate different on-site workshops to get a glimpse of the organization (and partner), assess readiness and pinpoint things that may need to be put in place before the actual start of the project.

What you get • Recommended actions for requirements, organization and technology.• Solution Engineering Document. • Recommended Training program.

Backbase Delivery Model (BDM)To support the implementation team throughout the project lifecycle of a Backbase software implementation, we provide several specialized services. Involving the Backbase professionals, the goal is to build a flagship solution and help our customer team become self-supporting in implementing the software.

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Intake Training Inception

Customer

Partner

Backbase

Training

BB Academy

Construction Transition

Product owner

Project Coaching

Construction

Level of intensity: Low Moderate High

Prep

Prep

Prep

Workshop

Workshop

Workshop

Debrief

Debrief

Debrief

Application Development Support ADS Release Support

Construction

Product owner

QAQAQA

Upgrade

Technical Trainings

Front-End Developers:CXP Foundation, CXP Front-End, Mobile Front-End, Introduction to Forms Modelling, Forms Front-EndBack-End Developers/Solutions Architects:CXP Foundation, CXP Back-End, DBS, Introduction to Forms Modelling, Forms Back-EndMobile Native Developers: CXP Foundation, Mobile NativeDevOps:CXP FoundationTechnical Business Specialists: Introduction to Forms Modelling, FormsModelling Training

Backbase Academy

All our courses are led by Backbase experts, and include a mix of both knowledge sharing, best practices and hands-on exercises. Training sessions are provided in one of the Backbase training centres located in Europe (Amsterdam), Americas (Atlanta, Bogota), Asia (India), on-site at your company location or online.

Backbase Academy is the starting point for acquiring in-depth knowledge about our product implementation. Communicating on various channels such as in-house, on-site and online trainings, the Academy is proud to lead and drive Backbase product education and increase expertise among our internal and external consultants Backbase Academy has comprehensive training courses for all of our Backbase Customer Experience (CX) products. Based on your role you can attend the following trainings:

Certification is an essential step in Backbase training process for the following specialisations: CXP Front-end, CXP Back-end, Mobile SDK for Native Developers, Business Analyst Essentials, and Forms Modelling. Every professional must get certified upon completion of these trainings.

Certification

Non-Technical Trainings

Business Users (Marketing, Leadership, Project Managers, Product Owners):CXP ManagerBusiness Analyst: CXP Manager, Business Analyst EssentialsUX designers: CXP Manager, UX

Delivery Support Services

PrerequisitesCompleted min. 3 projects (12 months)Mentored “Level 1” developersCompleted a Backbase assignment, interview & presentation

PrerequisitesCompleted at least one project (6 months)Passed technical assignment

PrerequisitesPassed Entry-Level test Completed an authorised Backbase TrainingPassed Certification test

Certification BasicLevel 1

Certification Practitioner *Level 2

Certification Expert *Level 3

* Our certification process will further expand in 2018

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• Complete a three week project of building a website and/or mobile app for a dummy bank• Focus on hands-on development as well as project process• Initial requirements backlog, graphic design assets and style guides provided

• Project setup and SDLC tools provided• Three one-week sprints, including sprint planning, refinement, demos, and stand-ups• Day-to-day mentoring by experienced Scrum Master/Business Analyst, FE and BE developer

Bootcamp

Using a combination of classroom lectures, hands-on development tests and case studies, these sessions set the foundation upon which partners can gain a competitive advantage, building powerful solutions and growing their business.Our Backbase bootcamp includes:

The learning cycle of the Centre of Excellence model ensures that one stage supports the other. In this form, the learning experience is optimal and encourages the building of knowledge.

The Center of Excellence is an ongoing learning cycle of 5 stages:

1. All new and exisiting members of CoE complete product training and pass the certification test

2. New members will be onboarded into the existing CoE team and be part of knowledge sharing sessions

3. Project teams (PM, BA, SA, UX, FE, BE) will be built from CoE pool

4. Project team will begin to execute projects5. Project teams will share their experience gained

during the projects through internal knowledge sharing sessions.

With every new release and product update, the learning cycle begins again.

Center of Excellence (CoE)

The Backbase Centre of Excellence approach supports our valuable partners and clients in reaching their targets and delivering Backbase projects with the best customer experience possible. CoE Teams cross-skill each other, and ensure a strong position in the market.

CoE Build Up

New Joiners

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Delivery Support Services

Following a thorough preparation, the project kicks off with the Inception phase. The objective of Inception is to ensure all stakeholders are aligned and agreed on the Software’s implementation requirements. Parties will investigate the scope, objectives and feasibility of the intended solution for the four work areas: Business, UX, Technology and Process.

What we do

We will study the available documentation relating to business requirements, non-functional requirements, the existing architecture and detailed documentation on any systems that must integrate with Backbase. In addition, we study existing (brand) design patterns, relevant user insights and/or market research, and other relevant project documentation.

By means of workshops held on all key areas (Business, UX, Technology, Process) we ensure all the various stakeholders have the same information and that goals and planning are aligned.

What you get Inception is not a design phase, but it provides high-level deliverables that are further refined during construction:

• Technical Architecture Document (TAD).• Business Requirements Document (BRD).• UX Strategy Document.• Risk & action log.

Inception

In the initial stage, when development begins and the team is starting, the Backbase team support is crucial - this particular stage may actually determine the quality of the implementation.

During this phase we can provide Project Coaching Services. These services serve to share best practices, transfer knowledge and facilitate the implementation team’s efforts to become self-supporting with regard to implementing the Software. To ensure the effectiveness of this service we typically provide this support on-site.

What we do

Support from the implementation team during the start of the development for a number of predefined sprints. A dedicated Backbase team, comprised of people with similar roles to that of the partner development team, will transfer knowledge, share best Backbase development practices and help the partner development team become self supporting.

What you get • Hands-on support.• Best practices sharing.• Tips for developing a self supporting team.• Coding Framework.

Project coaching

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Backbase is providing several specialized services which help the implementation team to execute the different phases of implementing the Backbase product for end-customers. The ultimate goal is to help the implementation team build a flagship solution. We can execute intake, provide training, execute inception, help in the initial sprints with hands-on project coaching, and perform quality assessment, drawing a picture of the health condi-tions of the project with actionable recommendations. Furthermore, we help prepare for a successful go-live with release support, and we can help with the above-mentioned Application Development Support service.

ADS complementing Product Support

The Product Support team is responsible for supporting customers with product-related issues raised by tickets via the Zendesk collaboration tool.

The ADS team provides support on actual Backbase product implementation-related questions and issues, proactively understanding and acting on any relevant implementation challenges, providing advice where necessary.

If the customer has both PS contract and ADS contracts, the responsibility for support remains internal, with Backbase to solve in a timely manner. During the project, the Backbase Subject Matter Expert (SME) from the ADS team will provide remote or on-site support (only on specific issues) during the development sprints.

We support the customer as much as possible for a smooth implementation and given the level of project depth, we request a minimum of 2 days per week for ADS to support. This is a proactive model, where the team is not only answering tickets, but also understands the implementation work, so we can make useful suggestions, relevant recommendations to stay in the right direction, and share remote workshops if needed.

Our services

The ADS team is committed to the following services:

• To set up, provide access to, and manage the JIRA Kanban board, including instruction on how to use it and documented Q&A.• To promptly answer tickets placed on the JIRA Kanban board. • Periodic alignment calls or online meetings to discuss the current status and ensure project progress and improvements.• Inform the customer on a regular basis if the allocated reserved time is sufficient for support continuity, and send reports about the budget status.

If you need additional information or request a specific service, please contact our Client Service Manager or Client Partner at: csm@backbase.com

ADS in Backbase Delivery Methodology

Delivery Support Services

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The ADS team is part of the professional services team, with highly skilled consultants, dedicated specialists in UX design, lean development, digital marketing, and web project management – guaranteeing that your project will be implemented as quickly and smoothly as possible.

From our experience with global financials, we’ve learned that, during a project, the team (either internal, or third- party vendor) implementing the Backbase Omni-channel Banking Platform can encounter difficulties, especially given the customization that every client wants. The ADS team exists purely to help make everything smooth and easy to implement, whatever the challenge.

Ramping up such a diverse team on a new project is always a demanding exercise (team availability, match-ing skill sets for the specific problem, wasting time with paperwork, etc.), but now we have a solution: a team of subject matter experts that support the project through-out the implementation.

The ADS support model is twofold:

1) We bring the skills you need – if the customer needs certain support or is perhaps short of matching skills for different areas such as front-end and back-end develop-ment, we make sure to deliver the best people to advise them. We look into the issue with the team and get to the bottom of any challenge.2) We coach and share best practices – our second objective is to coach you on the best solution to arrive at a smooth implementation for everybody.

Knowledge areas can be requested

• Front-end (FE) • Mobile (iOS and Android)• Back-end (BE) • Forms (FM)• Architecture (SA) • Business Analyst (BA)• DevOps • UX (UX Designer)

According to the model above, the main communication tool is JIRA, where we use components (knowledge areas) to define the nature of the ticket (front-end, back-end, etc.). Our team works out the solution and communi-cates it to the client via this platform.

Two basic calls are also in place (by default) that support the work.

1. The first is the Weekly Progress Call. The goal is to ask the customer to provide a status update. This enables our team to understand how the implemen-tation is going, provides context for future tickets, and enables us to help more proactively. We use this call to clarify the nature of specific issues, and prioritize accordingly.

2. The Weekly Technical Call is a technical deep-dive, where project discuss open tickets. Further calls can be arranged anytime, if required.

The package includes management by the ADS Manager, whose responsibility is to ensure the efficient operations of the service. They manage the processes and the JIRA board, are the main point of communication, and the es-calation contact (to the client), identifying and mitigating risks, plus reporting on budget and progress.

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Delivery Support Services

Once the implementation is underway, it is important to have several checkpoints in place to assess the quality of the Software implementation and to ensure it complies with the Backbase guidelines and standards.

To facilitate this we offer a Project Quality Assessment Service. The aim of this assessment is to provide advice and ensure the solution is easy to maintain and upgrade, but also to ensure stability, high performance and compliance with basic security standards.

What we do

To assess the quality of the implementation of the Backbase products we typically provide the following services:

• Technical Documentation Review.• Manual Code Review.• Automated Code Analysis.

What you get • QA report that outlines deviations from general standards and Backbase best practices.• Advice on resolving these issues in the form of actionable recommendations that can be added to the backlog.

Project quality assessment

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The objective of this Service is to analyse the impact of a Backbase software upgrade by conducting a short timeboxed project. This produces a clear plan, which is based on a Proof of Concept and an estimation of any additional work that may be required.

What we do

The upgrade assessment begins with an intake. As part of this, we analyse the current code, validate existing deployment and publishing architecture and, if possible, execute a local, timeboxed Proof of Concept upgrade. We complete this with a debrief.

What you get • Defined upgrade process and steps.• Overview of potential dependencies. • Timeboxed upgrade Proof of Concept.• Upgrade assessment report.

Upgrade assessment service

The release phase is a crucial part of a project. To relieve some of the burden experienced during this stage, we offer Release Support. This service supports the implementation team during the critical implementation phase, helping them to fix critical issues and verify the overall status before going live. To ensure the effectiveness of this service we typically provide this support on-site.

What we do

During this period we assist and support the implementation team to bring them over the finish-line and to ensure go live happens as planned.

What you get • Help to fix critical bugs and verify overall status before going live.• Tips on tweaking the system. • Support (performance) testing activities.• Support deployment activities.

Release support

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About BackbaseBackbase is a fast-growing fintech software provider that empowers financial institutions to accelerate their digital transformation and effectively compete in a digital-first world.

We are proud to be the creators of the Backbase Omni-Channel Banking Platform, a state-of-the-art digital banking software solution that unifies data and functionality from traditional core systems and new fintech players into a seamless digital customer experience.

We give financials the speed and flexibility to create and manage seamless customer experiences across any device, and deliver measurable business results.

We believe that superior digital experiences are essential to staying relevant, and our software enables financials to rapidly grow their digital business. More than 100 large financials around the world have standardized on the Backbase platform to streamline their digital self-service and online sales operations across all digital touchpoints.

Our customer base includes ABN AMRO, Barclays, CheBanca!, Credit Suisse, Fidelity, Hapoalim, HDFC, Hiscox, ING, KeyBank, Legal & General, Al Rajhi Bank, NBAD, OTP, PZU, PostFinance, Societe Generale de Banque au Liban and Westpac.

Industry analysts Gartner, Forrester and Ovum recognize Backbase as an industry leader in terms of omni-channel banking platform capabilities, and award the company high marks for its deep focus on customer experience management and unparalleled speed of implementation.

Forrester names us a Leader in the Forrester Wave for Digital Banking Engagement Platforms, Q3 2017.

Backbase was founded in 2003, is privately funded, with headquarters in Amsterdam (HQ Global) and Atlanta (HQ Americas) and regional operations in London and Singapore.

Contact us at:csm@backbase.comwww.backbase.com/services/professional-services/

Americas HQ10 10th Street, Suite 325Atlanta, GA 30309, United StatesToll-Free Number: +1 866 800 8996Office Number: +1 470 881 8780sales-us@backbase.com

European HQJacob Bontiusplaats 91018 LL Amsterdam, The NetherlandsPhone: +31 20 465 8888sales-eu@backbase.com