Support Solution
Our Understanding of Support Scope
L2 Support
• Provide Application Functional Support & Resolve
Application Problem and issues
• Repetitive, prescriptive incident resolution Coordinate
with other Stakeholders for issue resolution
• Identify potential problems & outages & escalate
accordingly
• Maintain documentation /KB of common issues and
resolution
Business Units and Countries
• Three (3) Business Units in USA
L3 Support
• Application Technical support
• Create and resolve Bug Fix (on custom code) or
enhancement request in Problem Management tool
• Perform Root Cause Analysis (RCA) and develop action
plan
• Issue in Integration or script automation
• Comply to Change Management and Release
management Policies
• Perform Unit testing, get UAT done and push code
changes to production
• Resolve job scheduling conflicts and prevent job
scheduling failures
Support Coverage
• 8 * 5 dedicated desk support during USA business hours
• On call support for off-business hours for severity-1
tickets
L4 Support
• L4 to be handled by NetSuite Product Support, and TCS
to help co-ordinate with NetSuite team for resolution
• TCS to Test the changes when issue is fixed and
released in NetSuite half yearly release
• Register a call log ticket with NetSuite support on:
 NetSuite standard Bug
 Performance issue with the NetSuite
application server
 Unavailability/outage of NetSuite application
 Issue in NetSuite Add on Modules or new
functionality release
Language
• Written and spoken communication will be in English
Note: System will be implemented in both English and
French languages
 Support Model
LEVEL 0 - Self-Help / Super Users
TELUS Users
End User Super User

LEVEL 1 – Service Desk  Calls will be captured by service desk and routed to support team
TELUS Service Desk Support • Issue capture (with issue categorization)
• Issue resolution if possible
• Route to L2 team when unable to resolve
Helpdesk / Service Desk Support

LEVEL 2 – Functional + Technical Support

• Ticket + Call for P1
TCS Application Support • Issue diagnosis
• Issue resolution
• End user call back/e-mail for issue clarification and resolution
Functional Support

LEVEL 3 – Technical Support

• Custom Code Bug fixing
TCS Application Support • Data Fix
• Root cause analysis for High, urgent and recurring incidents

Technical Support Team

LEVEL 4 – Product Vendors • Infrastructure Issues

• Bug Fix
NetSuite and 3rd Party Apps
Vendor Support
 Support Process
TELUS Service Desk No
NetSuite Reassign to other User is informed TELUS Service Desk
Ticket groups Internal IT either by phone or mail
L0- Self Help/ L1 Team/User
Super User Help Logs ticket
Yes
Create Incident
Incident ticket created Application Servers not available
Acknowledgement to user
Prioritization as per SLAs
User acceptance for
resolutions &
closure

L2/Tier 2 Support - TCS L3/Tier3 Support-TCS L4/Tier4 Support - NetSuite

 Interface Problem
 Transaction/Data problem
Ready No Require No Is it Standard No
 User error Performance/Server
Resolution custom code NetSuite
 Configuration bugs unavailability issue .
Available? modification? Product Bug?

Yes Yes Yes

Analyze and update
the incident & Escalate to L3 Raise a ticket to NetSuite
Inform user with Client reference.

L3 team to create a problem mgmt. L2/3 team to follow up on

Provide Resolution to
ticket and perform code modifications ticket raised and update
the User
In Scope & follow change management process solution
Location and Shift Coverage
Proposed Support Coverage - Dedicated 8*5 Support on weekdays, On-call for P1 issues

TELUS,
Canada

TCS AMS Support Location

Region Location Shift Proposed – Onshore Support Coverage

5:00

7:00

0:00
1:00

2:00

3:00

4:00

6:00

8:00

9:00

10:00

11:00

12:00

13:00

15:00

17:00

18:00

19:00

20:00

22:00

23:00
14:00

16:00

21:00
US
 Service Levels (SLA)
Definition Support Phase Support Phase Go Live Decision
Response Time Resolution Time Criteria

Critical Impact on Business • 30 minutes • 4 hours • No open Severity 1

• The service is inoperable and is affecting all clients and/or issues
• A critical feature of the service is inoperable, and no immediate work around appears to exist. This has potential
Severity 1 for generating high impact on the call volumes to the client care centers.
• An essential business process based on a Critical Application cannot be performed during a critical time in the
business calendar, (and there is no alternative available); or
• There is a substantial loss or deterioration of Service in a customer-facing department, that has a direct and
immediate impact on the business area, (based on a Critical Application and there is no alternative available);

Moderate Impact on Business • 1 Hour • 2 Business Days • 2 or less severity 2

• The service is functioning but is limited due to the failure of a certain feature. The situation can cause a issues and needs to
moderate impact on client care call centers throughout the country; or be fixed within sixty
Severity 2 • Loss of, or deterioration of part of a service in a customer-facing department, that has an impact on the (60) days
business area; or
• A failure puts the business at some risk and there is minimal alternative available.

Impact on Business Efficiency • 2 Hours • 8 Business Days • Schedule for future

• The service is slightly limited due to inoperability of certain features. The situation has somewhat impaired the release or timeline
functionality of the system, but most user requirements are met, and client impact is partial and may cause a to be agreed upon
Severity 3 limited impact on client care call centers throughout the country; or by TELUS, TCS and
• A user's ability to do their job is impaired by a system failure; or NetSuite
• A failure that puts the business at little risk

Inconvenience to the Business • 2 Hours • 12 Business Days • To be accessed and

• A low-impact or nuisance problem which does not impact client care call centers. May initiate a software or agreed upon by
Severity 4 documentation enhancement/improvement request. TELUS, TCS and
• A minor software problem that has little or no impacts on the end customer NetSuite

Note:
• SLA is applicable only for TCS owned tickets (level-2 and level-3). SLA will not be applicable for L4 tickets routed to NetSuite.
• Tickets raised after 8-hour Business day closure will be treated as raised on next business day for SLA calculation
• SLA will be applicable after three months of the initiation of AMS
Support Model
LEVEL 0 - Self-Help / Super Users S Local Super User
IFS
End User

LEVEL 1 • Issue capture (with issue categorization)

• Issue resolution if possible through KEDB
IFS • Route to L2 team through Incident Mgmt tool
when unable to resolve
L1Support • Communicate with user in local language

LEVEL 2 – Functional Support • Issue diagnosis and resolution

(Training/Functional/Data Fix)
TCS Functional
• Issue clarification and resolution with end user
• Impact Analysis for Enhancements
Support • Coordination with Product Development Team
Functional Support Team
(On-Site Team) • Prepare Release Management Plan
• Test ITAR related Enhancements/Bug-Fix (NA)

LEVEL 3 – Functional/Technical Support • Bug Fix of delivered customization

• Root cause analysis of technical Issues
TCS • Provide Infra/Sysadmin Support
Techno-functional Support Team • Perform data fix (non-ITAR)
(Offshore Team)

• Perform core product development

LEVEL 4 – Product Development/Bug-Fix Core Product • Address enhancement request from customer/Bug-fix on
IFS Development core product
• Packaging and installation of updates/Bug-Fix
• Co-ordinate with support team to prepare release
management schedule for customer
• Create new product version release,
. 77
 TCS Solution Options for Managed Service
Option 1 Option 2 Option 3
Complete Managed Services with TCS onsite Complete Managed Services with mix of TCS Complete Managed Services with TCS
and offshore associates onsite, few selected rehired VSIT staff and offshore associates
TCS offshore associates

Geography/Regions Coverage All All All

Coverage Window 20*5 (3.00 AM CET to 23.00 PM CET) in office, 20*5 (3.00 AM CET to 23.00 PM CET) in office, 20*5 (3.00 AM CET to 23.00 PM CET) in office,
24*7 on Call for Critical Tickets (P1/P2) 24*7 on Call for Critical Tickets (P1/P2) 24*7 on Call for Critical Tickets (P1/P2)

Support Team Location Netherlands, LATAM and India Netherlands, LATAM and India Netherlands and India

Services Scope L2/L3 Support L2/L3 Support L2/L3 Support

Incident Management, Bug Fixes, Service Incident Management, Bug Fixes, Service Incident Management, Bug Fixes, Service
Requests, Problem Management and Minor Requests, Problem Management and Minor Requests, Problem Management and Minor
Enhancements Enhancements Enhancements

Language English English English

Support Team Organization TCS onsite and Offshore TCS onsite, rehired selected few VSIT staff and Lean TCS onsite and Offshore
TCS India Offshore

Minor Enhancement Coverage 40 Persons days per month 40 Persons days per month 40 Persons days per month

Application Upgrades (during 2 upgrades (when there are major version 2 upgrades (when there are major version 2 upgrades (when there are major version
the AMS period) changes of M3) changes of M3) changes of M3)

Utilization of VSIT resources No VSIT Staff in TCS team Selected 3 to 4 VSIT resource will be rehired No VSIT Staff in TCS team

TCS BASF Vegetable Seeds Confidential

 TCS Solution Options for Managed Service
Option 1
Complete Managed Services with TCS onsite and
offshore associates
 End to End Services by single team
 User centric model
 High Business/FAM coverage for Netherlands and
NA/LATAM Timezone.
 Total 5/4 onsite for initial 3 years, reducing to 3 in Year 4
Pros  Flexible of onsite movement in geography
 Onsite and offshore team rotation for higher user and
team engagement
 VSIT to deploy VSIT ERP resources in other initiatives
Cons
TCS BASF Vegetable Seeds Confidential
Option 2
Complete Managed Services with mix of TCS Option 3
Complete Managed Services with TCS offshore
onsite, few selected rehired VSIT staff and TCS
offshore associates centric team and lean onsite
 Continuation of few VSIT Infor consultants in  Cost
support from TCS  SLA Based services model with cost advantage
 End to End Services by single team  End to End Services by single team
 User centric model
 Language advantage for NL location
 High Business/FAM coverage for Netherlands and
NA/LATAM Timezone.
 Total 5/4 onsite for initial 3 years, reducing to 3 in
Year 4
 Limited in person interactions with FAM and
 Higher Cost
business community
 Limited Flexibility for consultant movement i.e
inter onsite locations or onsite-offshore
 More offshore/remote co-ordination for TCS and
VS
 Less user delight
Support Options
Parameters Option 1 Option 2 Option 3
Coverage 24X5 24X5 16X5
Languages English French & English English
Dedicated / Dedicated Dedicated Dedicated
Shared
Support Onsite-Offshore Onsite / Near shore - Offshore Offshore
Model
Support L1, L2 L1, L2 L1, L2
Type
Locations Global Global Global

P1&P2 24*7 24*7 24*7

Covers US users as well now French Speaking Optimal Cost
Pros
Covers US users as well now Covers P1/P2/month end

No French Relatively higher Cost No L1 for 4 hrs. for Australia and 4

Cons hours of US
 Option 1 (Global 24 hrs timezone Coverage- without French)
Coverage:

Pricing:
XXX

1. 24 hrs Global users 1. No French speaking

coverage i.e. now consultant
Americas users will get
full coverage
2. Dedicated Team
3. Single team working
on SLA based managed
Services
4. Optional Technical
and onsite availability
(with advance
planning)
 Option 2 (Global 24 hrs timezone Coverage- with French)
Coverage:

Pricing:
XXX
1. French Speaking 1. Relative Cost
Consultant
2. 24 hrs Global users
coverage i.e. now
Americas users will get full
coverage
3. Dedicated Team
4. Single team working on
SLA based managed
Services
5. Optional Technical and
onsite availability (with
advance planning)
 Option 3 (16 hrs coverage with English)
Coverage:

Pricing:
XXX
1. 16*5 team availability , On 1. Asia will get 4-6 hours of
Call 24*7 For P1 /P2 incidents L1 availability and NA will
2. Provision for on call month get 2-4 hrs of L1 coverage
end support 2. No French in current
3. Dedicated Team model
4. Single team working on
SLA based managed Services
5. Optional Technical and
onsite availability (with
advance planning)
Web Interface Email Phone Call Event Management
INCIDENT Management Process
Identify Incident
Request
Valid No Fulfillment / Service
Incident? Portfolio
Yes Management
Log Incident

Categorize Incident

Prioritize Incident

Assign Incident Owner

Initial Diagnosis Known /

No Repetitive
Incident ?
Escalation
Needed? No Yes
Yes
Yes 2nd level Refer to FAQ/
Second Level Escalation
Escalation? Knowledgebase
No
Yes Third Level
Third Level Escalation
Escalation?
No
Investigate, Analyse and
Diagnose

Identify Resolution and

Test

Update Incident Log

Update Yes
No
Communicate to User Knowledge
Asset ? Update FAQ/
Knowledgebase
END Close Incident
Incident management Service Desk Proactive problem Management Event Management
Problem
Detect Problem Management
Categorize Problem Process
Prioritize Problem

Investigate and Diagnose

Need Yes
Workaround Implement Workaround
?
No
Raise Known Error, If
reqd.

Yes
Change Raise Request for
Needed? Change

No
Change Management

Problem Resolution

No
Resolved?

Yes

Problem Closure

Major Yes
Major Problem Review
Problem ?
No

END
Transition to Sustain
 Hypercare Support Approach
Aim: Ensure that ALL business users are equipped with necessary technology and functional support during the first few months post go-live
Key Enabler: Involvement of Project Team, SPGI’s process owners and BAU support team to work in tandem to provide all the required help
to the end users.

• 100% coverage of primary user base time zone

• Proactive monitoring to detect early signs of issues
• SLA based approach
• 24x7 support during the month end / quarter end
activities
• Enablement of ‘high alert’ for Oracle support through
our alliance team
• Involvement of CoEs during the hypercare for enabling
quick resolution
• Document issues and resolutions for BAU team
Transition to Sustain
New CDP
CDP Program Office

Deployment
Customise Sustain
Go / No-
Plan
Go
Finalise Release Decision
Schedule

Perform Cutover

Perform Knowledge Include Sustain

Initiate Transition to
Delivery Team
CDP Solution

Transfer Team in UAT

Sustain

Complete Release Final Defects –

Deliverables Hypercare Team

Compile Resource Receive Knowledge

Swissport Sustain

Initiate Sustain
Requirement Transfer Acceptance
(AMS) Team

Criteria and Communicate

Requirements Sustain Readiness
Fulfilled
Onboard the AMS Fulfill Acceptance
Perform Sustain
Team Crietria

TCS confidential Hyper care

Transition Sustain during Hypercare
Weeks
W1 W2 W3 W4 W5 W6 W7 W8 Beyond

Hypercare
Knowledge Transition To Support Team
Support Team in Secondary Role
Support Team in primary Role
On-Going BAU Support

TCS confidential
Hyper care
 Sustaining Growth & Transformation with
Intelligent & innovative Cloud Offerings leveraging the power of Shared Knowledge, Skills, Tools/Frameworks & Services cutting across

NexGen Ops
the length and breadth of SaaS, PaaS and Integration tech-stacks

Business Challenges Solution We Bring Value We Deliver

Pressure on Margin
Reduced IT Spending
Unplanned Demand
Changing Need of Skills
Expectation on Productivity
Innovative Pricing Model
Significant TCO Reduction
Flexible Operating Model
Contextual Knowledge
Need Based Skill Availability
Pay As Per Subscription
Up To 30% Lower OPEX
ZERO Project Lead Time
Need Based Ramp Up/Down
Ready Access To Niche Skills

Managed Services
Development Factory Testing as a Service Data Migration as a Service
(SaaS, PaaS & Integration)

Our offering enables Swissport to gain an Enterprise-Wide-Perspective on operations with Committed TCO Reductions and
100% Adherence to SLAs & KPIs with focus on efficiency gains, automations, perpetual transformations and value realizations.

Finance Sales & Supply Service Data & Human Enterprise Technology Services
Marketing Chain Management Analytics Capital Performance

TCS - Virgin Confidential

 Visualizing Your Journey with NexGen Ops

Value Hypothesis
• Translate Business KPI Future Digital Blueprint
• Co-Innovation Strategy Persona Based Dashboards
• Transform User Knowledge Academy
Experience
Experience Sustainable Processes
• Process Mining

Recursive Automation
5th Quarter

• Adopt MFDM Approach Preemptive Elimination

• Shift Left Cognitive Strategy Predictive Outcome
• AGILE Based Development Automated Testing
• Maximize Tools & Optimize
DIGITAL Dev Ops Foundry
3rd Quarter

Frameworks

Integrated Governance Model

1st Quarter

• Establish KPIs & SLAs Reusable Artifacts Base

• Standardize Processes TCS Contextual Repository
• Adopt Best Practices KEDB (Known Error Database)
• Stabilize System Efficiency TCS RIO Framework
Self Service…..
TCS - Virgin Confidential
Business Value Delivered & What Customers Say About Us
Availability
• Subscription Based Pricing
• Catalogue Based Offerings
• Core Flexi Operating Model
Up to 30% Y-o-Y OPEX reduction
Agility TCS to help Skanska
• Agile Based DevOps Model become a more digitally
• Tribe Squad Clan Adoption advanced construction
• Shift Left Cognitive Strategy
company
• CXO Focus: Digital Boardroom (CFO Cockpit)
40%+ faster resolution
Efficiency
• Cognitive/Recursive Automation
• Fix Before Break - Predictive Outcome To achieve Skanska’s strategic goal, it is imperative we work with partners
• AI Based Quarterly Upgrade Analysis
• Testing as a Service through OSAT+ who take the time to understand our business and our corporate values of
• Data Migration as a Service through DATASURE being honest, open and collaborative. In TCS we have found a partner that
understands our business and corporate values. Thanks to TCS’ deep
50% + effort/time reduction domain knowledge of the engineering, procurement and construction
Talent (EPC) industry, digital thought leadership alongside its best-in-class
• Persistent Knowledge & ZERO Risk Transition capabilities on Oracle Cloud platform, they will be an essential partner in
• Digitized Governance & Customer Buddy supporting us while we continue our journey to the cloud and overall
• Globally Dispersed Crowdsourcing digital transformation.
60% + free client SME bandwidth Per Boström
Chief Information Officer, Skanska
TCS - Virgin Confidential
Business Outcome Driven KPI Commitment

Ontime Period Closing -

Month/Quarter/Year End
Book Closing

Compliance to Statutory Reporting -

Availability of Reports for External & Internal
Stakeholders

Technical Reconciliation -
Consolidated and Reconciled Data
Availability for Month Closure

The KPI will be measured post stabilization (1 quarter post Hypercare) and the target timelines will be mutually decided by VA and TCS

TCS - Virgin Confidential

TCS Nexgen COE | Making Virgin Australia Self
Sufficient

We help you create your We device a continuous learning We have partnered with EdCast to create
‘NexGenCOE’ approach over the period of the InApp training content which will enable
transformation Anytime Virtual Onboarding for standard
operating procedures

We help you create a strong L1 Triage

Prepare maintain and handover a robust KEDB
Layer along with L2/ L3 by providing
Which contains all relevant issues which are
appropriate training and transition
either recurring or one time so far

TCS - Virgin Confidential

BAU - Service Level Agreements

Incidents/Service Response Resolution Resolution SLA

Response SLA Definition
Tickets (Severity) (%) Time (Adjusted %)

<= 4 Whole service or critical part of the system is

P1  Critical 30 Mins 95 95 unusable/unavailable causing major business impact.  No
Hours workaround is available

<= 24 A major component failure or service degradation with the

P2  Severe 1 Hour 95 95 potential to impact a significant number of users.  No
Hours workaround available.

<= 2 Problem causing inconvenience to a user, not immediately

P3  Medium 2 Hours 95 Business 95 critical, but interferes with normal completion of work. No
Days workaround available

<= 3
Non-urgent Problems, low business impact.  User agrees low
P4  Minimal 8 Hours 95 Business 95 priority.  Workaround available
Days

TCS - Virgin Confidential