During this webinar, Emil Fernandez, VP of Oracle Applications Practice at Perficient, discussed the benefits SupportNet can deliver to meet the unique needs of your organization: - Cost comparison for in-house support versus on-demand - The ideal Hyperion support model - The 3 major components of SupportNet - Customization options - Savings associated with SupportNet

1. Hyperion SupportNet™
Your Virtual Hyperion Help Desk
Saju Philips
Sr. Project Manager
Perficient

2. About Perficient
Perficient is a leading information technology consulting firm serving clients
throughout North America.
We help clients implement business-driven technology solutions that integrate
business processes, improve worker productivity, increase customer loyalty and create
a more agile enterprise to better respond to new business opportunities.

3. Perficient Profile
 Founded in 1997
 Public, NASDAQ: PRFT
 2011 Revenue of $260 million
 Major market locations throughout North America
— Atlanta, Austin, Charlotte, Chicago, Cincinnati, Cleveland,
Columbus, Dallas, Denver, Detroit, Fairfax, Houston,
Indianapolis, Los Angeles, Minneapolis, New Orleans,
Philadelphia, San Francisco, San Jose, Southern California,
St. Louis and Toronto
 Global delivery centers in China, Europe and India
 2,000+ colleagues
 Dedicated solution practices
 87% repeat business rate
 Alliance partnerships with major technology vendors
 Multiple vendor/industry technology and growth awards

4. Our Solutions Expertise & Services
Business-Driven Solutions Perficient Services
• Enterprise Portals  End-to-End Solution Delivery
• SOA and Business Process Mgmt  IT Strategic Consulting
• Business Intelligence  IT Architecture Planning
• User-Centered Custom Applications  Business Process & Workflow
• Interactive Design Consulting
• CRM Solutions  Usability and UI Consulting
• Enterprise Performance Management  Custom Application Development
• Customer Self-Service  Offshore Development
• eCommerce & Product Information  Package Selection, Implementation
Management and Integration
• Enterprise Content Management  Architecture & Application Migrations
• Enterprise Resource Planning  Education
• Management Consulting  Interactive Design
• Industry-Specific Solutions
• Mobile Technology Perficient brings deep solutions expertise and offers a
complete set of flexible services to help clients
• Security Assessments implement business-driven IT solutions

5. Our Speaker
Saju Philips
• Sr. Project Manager, Oracle EPM practice.
• A 13-year industry veteran, Mr. Philips co-manages the
Hyperion SupportNet offering from Perficient.
• Prior to joining Perficient, Mr. Philips served as a Project
Manager for PwC. He acquired his Hyperion knowledge
working for Oracle as a manager and instructor for 7 years.
Prior to Oracle/Hyperion, he was in industry working with the
Hyperion suite of products in Corporate Finance.
• Hyperion Certified Professional – Essbase, Planning.

6. Perficient and Oracle
Oracle Platinum Partner – Specialized on the latest Oracle product platforms and
technologies, Perficient offers expertise across six Oracle pillars:
Oracle ERP
Oracle EPM
Oracle CRM/CX
Oracle Business Intelligence
Oracle Tech
Oracle Healthcare
Oracle Certified Education Partner – Certified to deliver the official Oracle course
curriculum to customers via onsite training classes. Perficient owns and operates an
Oracle Approved Education Center in partnership with Oracle University.
Oracle Authorized Reseller – Certified on Hyperion licensing and pricing, authorized
to resell Hyperion licenses and maintenance contracts

7. Hyperion – Increasing Complexity
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8. New Hyperion Implementations
• Consultants build it
• Knowledge transfer
• Troops pull out
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9. Hyperion Administrator – A Rare Gem
• Unique skill set
• Hard to find
• Expensive
• Turnover
• Staff for peak demand
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10. Staff to Peak Demand
Financial
Close
Staff to this level
Demand
Day 1 Day 30
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11. Cost to Maintain a Hyperion System *
• 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
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12. Introducing Hyperion SupportNet™
Hyperion SupportNet™
Your Virtual Hyperion
Help desk
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13. 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 Reliable and Flexible
You “pull the levers” to adjust cost and coverage.
Number of monthly tickets, committed task Perficient is a US company with deep
hours, etc. are custom built around your technical and industry expertise in the US
applications. and throughout the world
Number of committed ‘Monthly Support Hours’ Price per ticket versus hours necessary for
based on demand and need resolution creates budget control.
Hours of support (can range from normal business Support team can be 100% US based or a
hours to 24x7) blended multi-shore team to best meet
Response / update / resolution times configurable your requirements on security, time-zones
to severity levels and English proficiency
Ticketing, IM and phone communication options
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14. Hyperion SupportNet Components
The web based
Ticketing System
maintains budget
Our Scheduled
Tasks manage
growth
Pro-active
monitoring finds
problems before
they become
tickets
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15. Maintenance, Remodeling, and Repairs

16. 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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17. 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
• Synchronizing environments
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18. Web-based ticketing system
• Submit, track and review ticket history/status
• SLA-based reporting and heuristics
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Copyright Perficient Inc. 2012, All Rights Reserved

19. Features & Benefits
Features
• 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
• Proactive Monitoring is included in the base fee
Benefits
• SLA guarantees timely response
• Fixed fee offers a predictable budget
• Covers maintenance activities
• Optimizes and enhances platform usage
• Separates support from development
• 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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20. Staff to Peak Demand
Financial
Close
Staff to this level
Demand
Day 1 Day 30
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21. SupportNet Model
Financial
Close
Demand
Leverage On Demand
Value
Resources via SupportNet
Staff to this level
Day 1 Day 30
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22. Summary Comparison
Traditional Perficient
Support Model SupportNet Model
In-House Resources In-House supported by
Offsite Resources
Expensive: Dedicated Cost Effective: Shared
Resources Resource Pool
Inefficient: Staffed for Efficient: On Demand
Peak Demand Resources
Hard to find people Instant on, available
immediately
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23. Q&A/Next Steps
Q&A
Next Steps
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24. Contact info:
Rebecca Portela
Rebecca.Portela@Perficient.com
214.473.2984
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