QAD Explore 2012
QAD On Demand Operational Delivery
Kory D. Johnson
QAD On Demand Operational Delivery
Goals
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How we do it today
Typical solution timeline
Current customer experiences
Where we are going
Things you should consider
Open discussion
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QAD On Demand Operational Delivery
System Statistics
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6823 users
184 customer locations
84 customers
Min 10 users, (no max)
3 data centers
24x7 resourcing
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QAD On Demand Operational Delivery
QAD Global On Demand Services
Service
Management
Functional
Management
Customization
Management
EDI
Management
Systems
Management
Infrastructure
Management
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QAD On Demand Operational Delivery
Service Management
• Standard with On Demand
- Client Delivery Manager
Single point of contact
Dedicated client manager
Structured governance model
Strategy planning
Resource alignment
Service level control reporting & review
meetings
• Budget reviews
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QAD On Demand Operational Delivery
Functional Management
• Optional with On Demand
- Priced by level of effort requested
- Highly customizable
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Super user capabilities
Functional application support
Application training
Change management ownership
Master data management
Business process outsourcing
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QAD On Demand Operational Delivery
Customization Management
• Optional with On Demand
- Priced based on initial creation time
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Customization management
Creation of new customizations
Support for existing customizations
Documentation creation
Change control & management
Integration creation
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QAD On Demand Operational Delivery
EDI Management
• Optional with On Demand
- Priced by number of changes per year
• EDI eCommerce transformation map
management
• Transformation map changes
• New trading partner implementation
• Proactive follow up with trading partners
• Production site rollout
• Trading partner change control
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QAD On Demand Operational Delivery
Systems Management
• Standard with On Demand
• Progress / MS SQL database
administration
• Systems and application monitoring
• Performance tuning
• Installations and upgrades of QAD EA
• Security control
• Qualified environment control
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QAD On Demand Operational Delivery
Infrastructure Management
• Standard with On Demand
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Physical server management
Network management
Storage management
Operating system support and scripting
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QAD On Demand Operational Delivery
Service Level Agreement (SLA)
Severity Level
Response
Time
Resolution
Time
Compliance
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Severity 0
Production system is down
30 minutes
8 hours
90%
Severity 1
Critical problem with no
work around
2 hours
2 business
days
90%
Severity 2
Software or production
problem with a work
around
4 business
hours
5 business
days
80%
Severity 3
Minor problem, basic
usage or functionality
question
8 business
hours
15 business
days
80%
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QAD On Demand Operational Delivery
SLA Guarantee - 99.5%
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QAD On Demand Operational Delivery
Interfaces and 3rd party
• QXtend is the #1 choice
• Other options
- FTP, Samba, ODBC Read only
- Customer “comes and gets”, On Demand does
not “push”
• Custom bid
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QAD On Demand Operational Delivery
Transitioning to On Demand
On Premise
On Demand
Move single or multiple instances from On Premise to On
Demand
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QAD On Demand Operational Delivery
How Does It Work?
Time dependent upon size/complexity – Average 2-3 months
Q-Scan
Conversion
Assessment
Implementation
Implement Test
Present Report
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Databases
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Proposal
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Languages
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Plan
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Interfaces
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Costs
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3rd Party Apps
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Timescales
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Modules
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Resources
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Customizations
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Test
Environment
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Database
Conversion
Customer
Validation
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CRP
Implement
Production
Training
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.NET UI
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End
User
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Production
Environment
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Database
Conversion
Implementation Options
Fixed Scope & Fee
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Interfaces
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Customizations
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Modules
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Localizations
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QAD On Demand Operational Delivery
Enhanced Disaster Recovery
• What is it?
- Replication of customer environment in 2nd data
center
- Only for production
Data Center 1
Data Center 2
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QAD On Demand Operational Delivery
Virtela Network Offerings
Virtela
QAD
Customer
Location
Enterprise Services Cloud
Internet
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On Demand Center
Local Cloud
Centers - LCCs
QAD
On Demand Center
Basic IP VPN
Customer Provided Internet Access
Virtela
Customer
Location
Enterprise Services Cloud
Internet
V
Local Cloud
Centers - LCCs
QAD
On Demand Center
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Managed Basic IP VPN
Customer Provided Internet Access
Virtela Managed Hardware
Virtela
Enterprise Services Cloud
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Local Cloud
Centers - LCCs
IP VPN Tunnel
Customer
Location
Internet
Private CPIA IP VPN
Customer Provided Internet Access
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QAD On Demand Operational Delivery
Virtela Network Offerings
Customer Size
Network Characteristic
No of Users
per
Location
Network Offering
Small
Default offering,
public Internet based
0-30
Basic IP VPN
Small
Managed default
offering, public
Internet based
0-30
Managed Basic
IP VPN
Small to
Medium
Optimized Internet
based
10-50
Enhanced IP
VPN
Large
Dedicated and
private (MPLS)
50->
Dedicated
Connectivity
Small Office
Home Office
Remote Access VPN
0-5
Single Client
VPN
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QAD On Demand Operational Delivery
Service Level Agreements
Outage
Notification
Resolution
Time
Basic IP
VPN
Managed
Basic IP
VPN
Enhanced
IP VPN
Dedicated
Circuits
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Uptime
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Latency
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Packet Loss
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Jitter
X
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QAD On Demand Operational Delivery
Where Are We Going?
• On demand company
• “Build product for On Demand, then deploy
On Premise if needed”
• Organization focused on “On Demand”
• Enhancements:
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5 tier monitoring
Customer portal
Form based solution
Robust version control for customizations
• Customer satisfaction = 110%
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QAD On Demand Operational Delivery
Things to Consider
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Network connectivity
Project start time
Integrations
Printing
Expectation – control over the environment
Partnering mentality
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QAD On Demand Operational Delivery
What Did We Cover?
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How we do it today
Typical solution timeline
Current customer experiences
Where we are going
Things you should consider
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QAD On Demand Operational Delivery
Other On Demand Presentations
• Attend Leveraging Your QAD Investment
with Carol Cvitkovich Wednesday 2:45
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QAD Explore
Questions
Kory Johnson
kdj@qad.com
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QAD On Demand Operational Delivery
www.qad.com
© QAD Inc 2012
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