www.IFSWORLD.com

IFS SUPPORT OPERATIONS

IFS SCANDINAVIA

January 2017 N.B. This document is for information purposes only.

CONTENTS

1. IFS SUPPORT OPERATIONS ..................................................................................... 3

1.1. THE KEY BENEFITS OF IFS MAINTENANCE AND SUPPORT .................................................................. 3

2. IFS SUPPORT—DIVISION OF RESPONSIBILITIES ........................................................ 4

2.1. FIRST LINE ...................................................................................................................................... 4

2.2. SECOND LINE ................................................................................................................................. 4

2.3. THIRD LINE ..................................................................................................................................... 4

3. MAINTENANCE AND SUPPORT SERVICES ................................................................. 5

4. SERVICE ITEMS ..................................................................................................... 5

4.1. MAINTENANCE................................................................................................................................ 5

4.2. SUPPORT ....................................................................................................................................... 6

4.3. SUPPORT OPTIONS ......................................................................................................................... 7

4.4. ADDITIONAL SUPPORT OPTIONS ...................................................................................................... 8

5. TRANSITION PROCESS ........................................................................................... 8

5.1. IMPLEMENTATION PROJECT AND DAILY BUSINESS SUPPORT ............................................................ 8

6. PREREQUISITES FOR IFS SUPPORT PROVISION ........................................................ 9

6.1. CUSTOMER INTERNAL FIRST-LINE SUPPORT .................................................................................... 9

6.2. NOMINATED PERSONNEL ................................................................................................................ 9

6.3. ENVIRONMENT REMOTE ACCESS ..................................................................................................... 9

6.4. TEST ENVIRONMENTS ...................................................................................................................... 9

6.5. CASE SEVERITY ............................................................................................................................. 10

7. ACCESSING IFS SUPPORT .................................................................................... 11

7.1. LANGUAGE ................................................................................................................................... 11

7.2. CONTACT METHODS ...................................................................................................................... 11

8. THIRD-PARTY PRODUCT SUPPORT ......................................................................... 11

9. PRODUCT IMPROVEMENTS ................................................................................... 12

9.1. UPDATES ...................................................................................................................................... 12

9.2. NEW RELEASES ............................................................................................................................. 12

ABOUT IFS .................................................................................................................... 13

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1. IFS SUPPORT OPERATIONS

IFS globally promotes a comprehensive and flexible maintenance and support offering including services that are designed for large or multinational companies with well-equipped IT departments as well as small or local businesses requiring more comprehensive support services. Maintenance and support is provided by IFS’s global support network backed up by regional service centers, IFS Research and Development (R&D), IFS consulting organizations and IFS partners.

1.1. THE KEY BENEFITS OF IFS MAINTENANCE AND SUPPORT

MAXIMIZED AVAILABILITY AND UPTIME

● Regular submissions of updates maximize uptime through the ability to plan ahead for each

update, where multiple fixes and improvements can be implemented at once.

● Preventive maintenance minimizes the risk of errors and unplanned downtime.

● 24x7 access to IFS Internet Support Center is included in all maintenance and support services.

● Extended hour support is available as optional services.

IMPROVED BUSINESS ADVANTAGES AND TOTAL COST OF OWNERSHIP

● The maintenance contract includes the right to new versions, fixes, improvements and software

updates.

● IFS supports the entire business solution, including customizations.

● IFS maintains an accurate copy of the entire as-delivered customer solution, including

customizations developed by IFS.

● IFS Support is partner-enabled, which means customers can choose support provider.

EFFICIENT COMMUNICATION AND ANALYSIS

● Support is provided by a single organization using one common process enabled by common

global infrastructure.

● One standardized support process ensures consistent service levels for both local and global

companies.

● Support in local language and with local opening hours can be provided from more than 20

support centers around the globe.

● All cases and faults are recorded in a single environment, eliminating complexities or time delay

associated with data replication and ensuring one record of fact.

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2. IFS SUPPORT—DIVISION OF RESPONSIBILITIES IFS Support delivers a blend of local knowledge and experience, backed up by global resources, R&D and industry experts — all working with the customer as one team using the same tools and processes. IFS Support is divided into the following levels.

2.1. FIRST LINE

Provided by a regional support center that gathers all required information and is responsible for all case routing. IFS first-line support gives an appropriate combination of industry knowledge and geographical proximity and can be extended with a local help desk in the local language, if required.

2.2. SECOND LINE

Provided in English by our Global Support operation, backed up by the appropriate regional IFS Support Center, this normally being determined by geographical proximity to first-line support.

Support Americas Support Asia Pacific Support Central Europe Support Eastern Europe Support Finland & Baltic states Support Middle East & Central Asia Support Scandinavia

2.3. THIRD LINE

Provided either by IFS R&D, IFS regional software engineers or IFS partners according to whether a case relates to licensed IFS core software, customizations of this software or has other factors of influence.

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3. MAINTENANCE AND SUPPORT SERVICES IFS promotes a global, unified support offering based on each customer’s unique requirements. We offer our customers the option of total control of supporting their own installation, or subscribing to IFS Support and adding additional support services as needed. A brief summary is provided below, with more detail in the respective sections that follow.

● The Maintenance package: provides essential maintenance services.

● The Support package: provides support for the complete business solution and is intended for

customers who want a comprehensive but flexible support solution from IFS.

● The Support options: IFS’s support offering provides the flexibility to add optional support

services.

4. SERVICE ITEMS Maintenance and support packages are based on the service items described below.

4.1. MAINTENANCE

MAINTENANCE

The Maintenance package carries the highest value in supporting the overall product functionality. It gives access to new versions, software updates, fixes and improvements in order for the customer to maintain quality and remain updated with the latest technical and functional development. Maintenance is simply the upgrade path to future versions of IFS Applications.

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IFS INTERNET SUPPORT CENTER

Provides 24x7 access to the IFS Internet Support Center, which is a comprehensive portal that allows customers to create, update and view case information — all directly in the IFS Lifecycle Support System. Other key benefits include:

● Powerful knowledge search

● Case statistical information

● Case tracking

4.2. SUPPORT

HELP DESK This entails the provision of first-line support in English through an agreed support center. The help desk will work with the customer to determine the route to case resolution for any reported issue. More details are given in chapters 6 and 7.

CODE MANAGEMENT This means IFS will maintain accurate records of the as-delivered IFS core software and any subsequent fixes, improvements or updates merged with it by IFS personnel. The service covers the entire customer solution, including customizations supported by IFS. The provision and maintenance of database environments hosted on behalf of the customer are also included. Hosted environments are backed-up daily.

PREVENTIVE MAINTENANCE IFS deploys and manages regular updates (see chapter 9.1) for the purpose of streamlined improvements and fixes of the general core code line. The aim is to offer each customer, at all times, an up-to-date installation. That said, it is recognized that some issues (typically high severity issues) may require immediate change to the software. As insurance for functionality, IFS will therefore package and make available a fix for Severity 1 and 2 defects where the customer cannot wait for an update due to functionality reasons, and no other workaround is available. Preventive maintenance ensures solid preconditions for maximized uptime, minimizing the risk of errors and unplanned downtime.

CUSTOMIZATION SUPPORT Provides support for customizations developed, or approved, by IFS. This service includes correction of faults that prevent the customization from working as specified, as well as alterations of core updates, fixes and improvements, where entitled, in order that they function with the customized software.

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PRODUCT SUPPORT The provision of second-line support through the agreed regional service center, backed up by the global IFS network of support professionals. The service includes assistance to resolve standard product cases, including diagnosing any case reported.

4.3. SUPPORT OPTIONS

GOVERNANCE IFS offers the possibility to set up regular meetings to discuss matters relating to the maintenance and support services, and the performance thereof. Both parties assign teams with duly qualified and authorized resources for this purpose.

END-USER SUPPORT Offers the customer the opportunity to outsource their internal help desk (for IFS Applications) to IFS. The service supports issues concerning setup, configuration and operation of IFS software. IFS Support will work in customer systems as an integrated part of the customer organization. An end-user support agreement is normally set up on an annual basis.

SERVICE LEVEL AGREEMENT (SLA) Guarantees response and resolution time with penalty assessments if targets are missed. A separate agreement outlines the currently supported SLA; this can be tailored to meet specific needs.

ADDITIONAL HELP DESK This is a supplementary service to the help desk and allows the customer to report issues in 1 (one) additional language. In practice this means that the customer can report cases in their local language and that IFS takes on some of the customers’ synchronization responsibility by enabling contact with more than one help desk. Several instances of this service can be purchased. 24X5 SUPPORT

Provides product support in English, round the clock Monday to Friday, except for local public holidays in the assigned help desk country. This service item covers Severity 1 and 2 cases and includes customization support. The service is valuable for customers that have 24-hour operations, five days a week, but are not in need of support on weekends or local public holidays.

24X7 EMERGENCY SUPPORT

Provides support in English for Severity 1 cases, round the clock on every day of the year without exception. This service item is aimed at multinational customers for whom the weekend or public holidays may be different depending on the region, and customers whose businesses never stop.

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4.4. ADDITIONAL SUPPORT OPTIONS

There are several additional support services, not detailed above, that can be delivered based on a customer’s unique set-up and/or requirements. These services can, for example, be Installation Services, Configuration Support, Monitoring Services, Training, Technical support, Data recovery, Source Code Deposit (Escrow) or similar. Any requirements related to these types of services will be handled under separate agreements reflecting the customer’s specific needs.

5. TRANSITION PROCESS

5.1. IMPLEMENTATION PROJECT AND DAILY BUSINESS SUPPORT

Normally IFS recommends that the support during an implementation project is handled by the IFS project team (or approved partner), with help from the IFS Support organization. This is agreed through the maintenance contract and will facilitate an efficient implementation project in combination with a smooth transition of support operations once the customer solution is ready for performance test. Before go-live, a plan for training customer first-line support personnel is agreed. In addition, if ordered, a governance team and model are decided on between the parties.

After go-live, the support is delivered fully by the IFS Support organization, whereas changes within the existing solution and/or any change requests are delivered by the IFS Consulting organization, or third-party vendors where such a solution exists.

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6. PREREQUISITES FOR IFS SUPPORT PROVISION

6.1. CUSTOMER INTERNAL FIRST-LINE SUPPORT

Customers are required to provide their own internal first-line support mechanism that fulfills the following obligations, (unless the IFS service item “End User Support” is chosen);

● Ensure that the Knowledge Search tool provided by IFS Internet Support Center is used

frequently and effectively.

● Ensure that any useful information learned via the Knowledge Search tool is used either to

resolve the case internally, or added to the case description before it is dispatched to IFS

Support.

● Ensure that multiple instances of the same problem are captured internally within the

customer’s organization, and consequently reported to IFS Support only once.

● Ensure that any case dispatched to IFS contains an easy-to-follow description and any salient

error messages.

● Ensure the issue can be recreated in the customer’s internal test database before dispatching to

IFS. The IFS Case Tracking tool provides context-sensitive templates to aid this process.

6.2. NOMINATED PERSONNEL

The customer must provide one named key user to represent themselves and all end users. Key user deputies, known as ‘contact persons’, may also be allowed provided that they are both controlled in number and agreed with IFS Support beforehand, as well as being fully synchronized with each other and having clear, individual responsibilities. A key user and all contact persons are responsible for ensuring that any case dispatched to IFS is clearly worded, with a precise request, and contains all information likely to be needed to commence investigation.

● A key user and all contact persons are expected to assist IFS Support with problem replication

and end-user involvement where required.

● Provision is made for the purchase of alternative local support options as described in the

chapter for support packages and service items.

● Ultimately, regardless of options undertaken, one named main contact person (the key user)

always bears full responsibility for all customer actions related to IFS Support and controls the

funnel between end-users and IFS Support.

6.3. ENVIRONMENT REMOTE ACCESS

IFS Support must be able to connect to the aforementioned customer environment(s) by remote access. Passwords and associated information required for remote access are held in a secure and auditable manner by IFS and are restricted to the personnel who have specific need to require them.

6.4. TEST ENVIRONMENTS

For maximum efficiency of problem resolution, it is required that the customer is active in keeping their test environment up to date and that IFS support can be given remote access to the same. The following conditions apply;

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PRODUCTION COPY

A test environment is to be copied from production on a regular basis. This includes mirroring the data, software and configurations deployed in the production environment. A complete copy should be made quarterly, at a minimum, or upon request from IFS. If a problem with licensed IFS software cannot be recreated in this test environment, a new copy should be made.

6.5. CASE SEVERITY

It is important that the definitions of case severity are understood when communicating around support cases. IFS can change severity level during a case as well, based on information that is updated during the investigation process. The following definitions apply:

CASE SEVERITY DESCRIPTION START OF ANALYSIS –

TARGETS*:

1. System Down

The Customer’s entire production environment is unavailable.

Or:

A suspected or confirmed security vulnerability exists with

severe consequences if exploited.

1 Working Hour

2. Critical

Total loss of any business-critical feature in the support

object for all users.

Or:

Any business-critical data error.

4 Working Hours

3. Routine

Total loss of any business-critical feature in the support

object for a limited number of individual users.

Or:

Partial loss of any business-critical feature for any number of

users.

Or:

Total loss of any non-business-critical feature for any number

of users.

Or:

Any non-business-critical data error or substantial loss of user

productivity.

12 Working Hours

4. Minor All cosmetic and documentation errors and other minor

errors.

1 Working Week

* From when a case is registered, during applicable Support Service Hours.

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7. ACCESSING IFS SUPPORT

7.1. LANGUAGE

IFS first-line support is accessed in English. Should there be a need for an additional local language, this can be arranged through a separate agreement.

7.2. CONTACT METHODS

● The IFS Internet Support Center: This is the preferred method

of communication for any reported issue.

● Telephone: The fastest follow-up mechanism when both parties are available. Wherever a

telephone conversation between customer users and IFS personnel is required, it will normally

be documented in the case log and hence become visible to the customer via the IFS Internet

Support Center

● E-mail: Documented in case log, same as for telephone.

● Postal or courier service: Occasionally it is necessary to contact IFS Support via postal or

courier service. Such occasions normally arise if it is only possible to send a database copy or

other documentation via physical media to assist with the provision of support.

● Personal visit: These are not included by automatic right. If any exception to this rule arises, it

is a matter for negotiation between the customer and IFS Support management, and is likely to

incur cost

8. THIRD-PARTY PRODUCT SUPPORT The content of third-party product support varies according to the specific product in question and usually includes conditions imposed by the tool vendor that may change with time. Sometimes support is provided by IFS, and sometimes directly by the vendor or their agent. In all cases, support applies only to the designed workings of the tool itself, not to user training, assistance with anything under development using the tool, or the support of anything already developed with the tool. IFS or the tool vendor may agree to help with such matters, but this will be considered a chargeable consulting service outside the scope of normal support.

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9. PRODUCT IMPROVEMENTS Periodically, IFS will make functional and other improvements to the licensed IFS core software. These improvements are made available to customers as updates or new releases. What each of these includes is explained below.

9.1. UPDATES

Updates are key elements in how IFS supports customers in being proactive in delivering high quality experience to their organizations, and at the same time providing access to functional improvements. An update is a cumulative set of fixes and improvements to the core version. Updates are based on the Layered Application Architecture (LAA) concept that was introduced in IFS Applications 9, and are designed for easy application and minimum impact on customizations.

9.2. NEW RELEASES

As the market demands, IFS also develops new releases of the IFS core software. These will include additional functionality and/or technology not available within the release that preceded it. These are done less frequently and for the purpose of releasing a new version of IFS Applications, meeting the latest demands and requirements of the market.

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ABOUT IFS IFS is a globally recognized leader in developing and delivering enterprise software for enterprise resource planning (ERP), enterprise asset management (EAM) and enterprise service management (ESM). IFS brings customers in targeted sectors closer to their business, helps them be more agile and prepare for what’s next in their industry. IFS is a public company (XSTO: IFS) founded in 1983 and currently has over 2,800 employees. IFS supports more than 1 million users worldwide from its network of local offices and through a growing ecosystem of partners. For more information about IFS, visit IFSworld.com