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Service catalog

1.1 -User problems

1.1 -User problems (smarview, epm, …) Status: Service type: Description: PROPOSITION On request Operationalize users regading use issues and provide necessary expertise to resolve anomaly / use issues in Smartview and all EPM related solutions (resolution of isolated issues - not global issues) Standard service: This service includes: - Request reception; - Qualification of the issue with the impacted user; - Proposition / explanation of the resolution; For this analysis, Smarthys has diagrams to identify the origin of users anomalies quickly and also a significant knowledge base that has been established by Smarthys according to its experience. Smarthys can answer as well to product-related questions (in terms of administration or utilization) in order to inform and/or reinforce users / administrators regarding the choices they make. Cost of service: 1 working unit(s) by Problem Service level: (processing time) White period 7h Red period 4h Working hours: Application perimeter: User Scope: Prerequisite: Implementation procedures: Working days 9:00 - 6:00 PM (CET) On-call duty must be defined one month in advance EPM applications EPM Users Not applicable Not applicable Deliverables: Not applicable Request process: Monitoring Indicators: Ticket opening: - Show the problem with screenshots - Error message (if available) Number of resolved problems Number of problems in progress Number of problems unresolved Average time of treatment Exclusions:

1.2 - Smartview (install) Status: Service type: Description: PROPOSITION On request Provide the fully operational and correctly configured SmartView addin to financial users, according to their needs. Standardize and optimize the Smartview use. Create a standard allowing to spread a template. Standard service: This service includes on-demand installation of SmartView on a user machine: - Addin installation; - Connection initialization; - Standard options definition; It allows to enhance the user operationabilit and to reduce downtime due to the absence of the Smartview addin, a bad installation or an heterogeneity of usage. Cost of service: 1 working unit(s) by Laptop Service level: (processing time) White period 7h Red period 4h Working hours: Application perimeter: User Scope: Prerequisite: Implementation procedures: Working days 9:00 - 6:00 PM (CET) On-call duty must be defined one month in advance Smartview EPM Users Having access to EPM Smartview installation procedure (Smarthys Internal procedure) Deliverables: Not applicable Request process: Monitoring Indicators: Ticket opening Number of installation Exclusions:

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