Perficient and Hyperion: SupportNet

Hyperion SupportNet™Your Virtual Hyperion Help Desk

Emil FernandezGeneral ManagerPerficient

Emil FernandezGeneral Manager

Perficient

• Introduction

• Hyperion Overview

• Traditional Support Model

• SupportNet Overview

• Special Offer

Agenda

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About Perficient

• 1800 Colleagues

• $260 Million in Revenue (2011)

• 20 Branch offices within US

• 3 Offshore Development facilities

Perficient and Oracle

Oracle Platinum Partner – Specialized on the latest Oracle product platforms and technologies, as well as implementation and migration best practices.

- Oracle EPM Practice- Oracle CRM Practice- Oracle Business Intelligence Practice- Oracle FMW Practice

Oracle Certified Education Partner – Certified to deliver the official Hyperion course curriculum to customers via onsite training classes. Perficient owns and operates one of the national Oracle training facilities listed on the Oracle website

Oracle Authorized Reseller – Certified on Hyperion licensing and pricing, authorized to resell Hyperion licenses and maintenance contracts

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Hyperion – Increasing Complexity

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New Hyperion Implementations

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• Consultants build it

• Knowledge transfer

• Troops pull out

Hyperion Administrator – A Rare Gem

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• Unique skill set

• Hard to find

• Expensive

• Turnover

• Staff for peak demand

Staff to Peak Demand

Financial Close

Day 1 Day 30

Dem

and

Staff to this level

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Cost to Maintain a Hyperion System *

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• 1 – 3 FTEs

• Technical, functional, Planning, Essbase, HFM, DRM, etc…

• Primary and backup resources

• Cost of training, benefits

• $100 - $300K per year

• $8,000 - $25,000 per month

* Personnel only, excludes hardware/software costs

Introducing Hyperion SupportNet™

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Hyperion SupportNet™

Your Virtual HyperionHelp desk

SupportNet™ - Overview

Perficient’s SupportNet™ is a comprehensive and fully configurable (up to 24x7) service offering that provides reactive and proactive support for your Hyperion applications.

Configurable and Scalable

You “pull the levers” to adjust cost and coverage. Number of monthly tickets, committed task hours, etc. are custom built around your applications.

Number of committed ‘Monthly Support Hours’ based on demand and need

Hours of support (can range from normal business hours to 24x7)

Response / update / resolution times configurable to severity levels

Ticketing, IM and phone communication options

Reliable and Flexible

Perficient is a US company with deep technical and industry expertise in the US and throughout the world

Price per ticket versus hours necessary for resolution creates budget control.

Support team can be 100% US based or a blended multi-shore team to best meet your requirements on security, time-zones and English proficiency

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Hyperion SupportNet Components

Our Scheduled Tasks manage

growth

The web based Ticketing System maintains budget

Pro-active monitoring finds problems before

they become tickets

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Proactive Monitoring

• Run tests and review logs to reveal potential issues that can be resolved before they become major problems.

• Typical pro-active monitoring tasks: • Monitor capacity utilization (disk usage, DB space)• Review batch processes• Backup Status Monitoring• Monitor tablespace/log files for repositories • Merge/Purge Log Files

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Scheduled Tasks

• Pre-approved engagements that involve support to current operations or configuration changes that enhance performance and user productivity.

• Hyperion Functional Work• Impact assessment of new functional process

additions/modifications• Functional enhancements• Application Modifications

• Hyperion Technical Work• Upgrades and migrations• Modifications to scripts, data loads• Lifecycle Management

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Web-based ticketing system

• Submit, track and review ticket history/status• SLA-based reporting and heuristics

15Copyright Perficient Inc. 2012, All Rights Reserved

Set-up Engagement

Perficient will perform an initial setup engagement to ensure proper documentation and procedures are in place and to familiarize ourselves with both your team and your environments. The setup process includes:

• Updating and compiling system architecture drawings• Documenting security configuration, passwords and privileges• Identify Hyperion environment URL’s• Setup Support and logins for Perficient and testing remote

connectivity • Identification of Primary and Backup personnel• Identify personnel(s) eligible to initiate SupportNet tickets• Training personnel on procedures for submitting SupportNet

requests

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• SupportNet• Monthly fixed fee (12 or 24-month contract)• Contract includes “x” number of support tickets per month• Tickets initiated via phone, e-mail, or web• Urgent and Non-Urgent response time SLAs• Scheduled Tasks are tracked hourly, does not deplete tickets• Separates support from development but provides access to development resources• Proactive Monitoring is included in the base fee

• Benefits• Provides a SLA to ensure timely response• Predictable budget• Covers maintenance activities• Optimizes and enhances platform usage• Provides a local and virtual team of support• Can be used as a “lifeline” for internal help desk• Access a pool of resources on-demand

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Features & Benefits

Staff to Peak Demand

Financial Close

Day 1 Day 30

Dem

and

Staff to this level

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SupportNet Model

Financial Close

Day 1 Day 30

Dem

and

Staff to this level

Leverage On DemandResources via SupportNet

Valu

e

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Summary Comparison

TraditionalSupport Model

Perficient SupportNet Model

In-House Resources In-House supported by Offsite Resources

Expensive: Dedicated Resources

Cost Effective: Shared Resource Pool

Inefficient: Staffed for Peak Demand

Efficient: On Demand Resources

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Special Offer

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First month FREE

With 12-monthSupportNet contract

Mention the webinar

Perficient SupportNet Contact:Kaci Coble

kaci.coble@perficient.com713.554.4031

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