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MAIA               Product Presentation on
                              1KEY MIS Server
           Intelligence




Presented by   Sanjay Mehta
               CEO
Who moved my cheese

An amazing way to deal with new
     business opportunity
Story of gained & lost opportunity
Four Characters who
 live in a maze and
                         Cheese         Maze
nourishes on cheese
     to be happy
 2 Mice
 • Sniff
 • Scurry             Metaphor for
                                      Where you
                        what you
                                     look out for
                      want to have
 2 Little People                       business
                       in business
 • Hem
 • Haw
How we act seeing an cheese
     – 1KEY MIS Servers
                              Sniff
                              • Who sniffs out change
                                early, or



Whatever parts of us we
 choose to use, we all
   share something in                                          Scurry
common: a need to find                                         • Who scurries into
our way in the Maze and                                          action, or
  succeed in changing
         times.




   Haw                                                  Hem
   • Who learns to adapt in                             • Who denies and resists
     time when he sees                                    change as he fears it will
     changing can lead to                                 lead to something
     something better!                                    worse, or
When you see that you can find &
 enjoy new cheese you change course



                       How can you                                 How can you be
How can you Sniff
                     Scurry into action   How can you avoid          like Haw &
     out the
                       and generate       losing customers           succeed by
opportunity with
                      more revenues         like Hem with           adapting new
   1KEY MIS
                      with 1KEY MIS       1KEY MIS Servers?        generation 1KEY
    Servers?
                         Servers?                                   MIS Servers ?

                Keep things simple, be flexible and move quickly
1KEY MIS
Server
Opportunity
Sales Revenue
                                              $1,383,593

             What does this number reveal? Is this pretty good, bad or ugly?



      $1,295,213                 $1,374,876                $1,242,871                 $1,383,593
          Q1                         Q2                        Q3                         Q4
 The Sales revenue for fourth Quarter is pretty good as compared to earlier quarter


                    $1,102,304                $1,395,478                 $1,383,593
                     2004 Q4                   2005 Q4                    2006 Q4

  The Sales revenue for 2006 Quarter IV is down as compared to earlier years

                                   $1,598,604                   $1,383,593
                                 Target 2006 Q4               Actual 2006 Q4
           However in comparison to the targets, the actual turnover appears ugly


1KEY Technology helps understanding data for actionable information
1KEY makes data visualization easy for quick decisions

              Jan     Feb        Mar      Apr      May       Jun      Jul     Aug      Sep      Oct      Nov      Dec
Central    21,923   21,696     21,820   22,247   21,922   22,451   23,081   22,770   22,156   21,857   21,101   22,024
East       14,367   14,294     14,297   14,900   14,617   15,720   16,024   15,536   14,718   14,668   14,414   15,024
South       8,425    8,432      8,376    8,397    8,355    8,643    8,856    9,241    8,812    8,841    8,686    8,864
West       22,149   21,869     22,115   22,506   22,191   23,122   24,038   24,190   22,671   22,489   21,906   23,026


                             Which region has the best sales & in which month?
Efficient V/s Effective

           Beer & Diapers

              53 days of
           productivity loss

           On time delivery
            only efficent
Get the right direction instantly
VIEW has been engineered to fully
address the reporting requirements
of your organization helping you to
compete and win in the                           Drill down
                                                 to lowest
marketplace without much effort or                  level
compromise.
It provides runtime analysis,
grouping, column customizations          Save
with Parent-Child Relationships, Drill   hours
Down and Drill Back functionalities      daily
with a extremely intuitive report
                                                         Keeps you
formatting for Business users.
                                                       always moving
                                                           ahead
Trade Spend Analytics

• Trade Spend V
  Budget
• Trade Spend
                     Roles
  Efficiency &
  Effectiveness
• Trade Send
  Uplift – Sales &
  margin               Marketing
• Spend by
  Merchandize
  Method
                       Manager;
                       Customer
                        Account
                                       Metrics & Dimensions
• Promotion ROI      Managers; Sales
• Promotion          Execs; Finance;
  OverUnder-         Promotional      Volume; Revenue (& growth); Total Promotion Profit; Targets; Market
  spend                 Analyst;       (volume $s); Market Share; Price; Margin %; Trade Spend; Promotion
• Promotion           Business Unit        ROI; Promotional Uplift; Order Fulfillment %; Consumer pass
  Impact –           Heads; Category   through%; Stock Cover Customers; Events; Sales Channels; Products;
  Cannibalization    Manager; Brand        Brands Categories; Promotion; Media types; Time; Locations
  & Halo effect        Managers
Take Intelligent Decision
CUBE is a comprehensive data analysis,
data mining, and multi-dimensional
visual reporting solution.
With its powerful data architecture,
                                               Do it
CUBE is able to slice and dice                              Trend are
                                              yourself
information efficiently and provide users                  like friends
with an extremely intuitive experience.      reporting
Regardless of the perspective, data can
be rendered to answer business
questions - and best of all - it allows
business users to focus on business rules    Centralized     Gives
rather than creating dozens and dozens      Information    Competitive
of reports.                                  for growth       Edge
Financial Management Analytics

                             Asset Efficiency

  Balance                             Cash Flow                              Treasury
Sheet Goals                             Goals                                  Goals

 Capital     Debt to                             Net Cash    Working                                Net
                                                                        Borrowing   Investment
Employed   Equity Ratio   ROCE %   AR in Days   Flow Value    Capital                            Liquidity
                                                                         Cost %       Yield %
  Value         %                                   %        Ration %                              Value
Create Impact with business data
CHART is a graphical representation
and visual reporting which represents
business performance via stunning
and meaningful diagrams. It helps to
                                                                 Identify
drive organizational achievements by                            Emerging
                                                                  Trends
giving information in a much               Spot
                                        Opportunities
consolidated and easy to understand
manner.
                                                        Track & Point
                                                           Issues




Runtime user definable drill down &
drill back functionality available
direct from the charts. Customer
segmentation, forecasting, trend        Powerful Insights
analysis, etc. all made easy
Customer Profitability Analytics




                                Incorrect information
                                   about customers         The real value is not in the
                               profitability, efforts to   money saved, but how you
Find which customers are
                             grow sales directed toward    use information to adapt in
destroying profits, eating
                                  customers that are        challenging environments
   away your earnings.
                               unprofitable. In reality,    such as today’s economic
                              earnings will be low even             situation
                                     with growth


                 Customer = King or Customer = Liability
Always on and always updating

                                      Works in background

SCHEDULER enables users to                On Time MIS
schedule the reports as per the
recurrence pattern in the variety
of formats like PDF, TXT, XLS,      Constantly Communicating
HTML, MHT and RTF to be stored
on hard disk, to be emailed to
respective business users, or to       Flexible Schedules
FTP. It automates the complete
process of reporting and avoids
                                         Simple Process
the cumbersome work of
manually creating and/or
delivering reports to respective
business users on a periodic
basis.
Expense Management Analytics

     Supply Chain                           Operations Cost                            Overhead
      Cost Index                                Index                                  Cost Index

                                                  IT Vendor
  On Time Delivery                                                                       Benefit
                                                 Management
       Goals                                                                            Cost Goals
                                                    Goals

                                            IT Project                      SLA
Average Lead   Order Fill   On Time Unit                 IT Lead time                 Benefit Cost    Benefit
                                           Completion                   Performance
Time in days    Rate %        Delivery                      in days                    Increase %    Payroll %
                                                %                            %
Run your company from anywhere


                                                                                        Advanced
                                                                           Zero Foot    Data
                                                                           Print        Visualization
DASHBOARDS, users can                                       Publish Data   Deployment   Tools
define their own Dashboards                                 Securely
having     combination      of                Real Time
multiple reports like View,                   Actionable
                                              Information
Gauge, Chart, KPI's, RSS Feeds
                                   Web
etc, on one single screen.         Based
                                   Platform


 Dashboard is a reporting tool that can be defined as a user interface for organizing and
 presenting data in a consolidated manner. Data from multiple sources are integrated and
 unified for display on a single platform. This makes the information easy to read and
 comprehend, all on the same screen.
Manufacturing Management
            Analytics
                                                                                          New
      Production                             Inventory
                                                                                        Product
        Goals                               Management
                                                                                       Life Cycle

                                                                                        Product      Product
                                          Inventory     Inventory
              Capacity       QC Reject                                  Inventory     Development   Milestone
Back Log %                               Ageing Days   ABC Analysis
             Utilization %    Rate %                                  Turns Ratio %    Lead Time     Plan V/s
                                              %           Value
                                                                                         Days       Variances
Structured methodology : KPI
KPI Description                         Ageing Analysis
KPI Objective                           Maintain credit period of less than 3 days

KPI Benefits                            Better Cash flow
KPI Start Date                          1-Apr-07
KPI End Date                            31-Mar-08
KPI Life Span & Reporting Periodicity   12 months, Daily

KPI Unit of Measure & Formula           Days


KPI Target Value                        Less than 3 days
KPI Upper & Lower Tolerances            Plus or minus 1 day
Anticipate Upper and Lower Limits       7days, 1 day

KPI Sponsor                             Mr. XYZ
KPI Initiator                           Mr. ABC
KPI Benefactor                          Mr. ABC
KPI Internal or Customer Facing         Both


KPI Data Sources                        Back Office application running on Oracle, Transaction application running on SQL,
Key Performance Indicators

    S–               M-                A-              R–              T–                SMART
  Specific        Measurable       Achievable        Realistic        Timely              KPI




KPI are high-level snapshots of a business or organization based on specific predefined
measures. KPIs typically consist of any combination of multiple reports. They may include global
or regional sales figures, personnel stats, real-time supply chain information, or anything else
that is deemed critical to a corporation's success. KPI allows goals to be observed with different
warning colors that will be switched on as defined giving the user a quick view of how well or
how poorly each goal is met. It is the best way to track and represent variances on targets &
Financial Services Company
                Analytics

                                                                                 Brokerage
        Revenue Goals                         Costing Goals
                                                                                   Goals



                                           Revenue                   Brokerage   SQ Off V/s
                                                         Cost per                             Exchange
   Top         Top       Top       Top      V/s Cost                    V/s       Delivery
                                                        customer                                wise
Customers   Branches   Channel   Product      per                     Funding    Brokerage
                                                       acquisition                            Brokerage
                                           Employee                     Cost      pattern
File Reader

1KEY FILE READER is a utility that
imports data from Text Files, Excel           Single &
Files, stores it into 1KEY CUBE or         multiple files /   User can select
1KEY VIEW for direct reporting            sheets selection    data range on
                                          at one instance       their own
and analytics.                              are available
1KEY users get the benefits of
another key functionality which
not many reporting tools
software provide as of today.             Users can select     Users can save
                                           required data      layouts and use
                                            column with          the same
                                          required format        whenever
                                             for analysis         required
Query Expert
1KEY has dynamic
query engine with                                         Visual Interface to
expression builder                                          design queries
and model creator. It
provides the facility to
use simple graphical
interface to build SQL      SQL parsing - enter
                                                                                         Creation of links
statements and create       the SQL statement,
                                                                                        with simple drag &
                           and the diagram and
views in a database. It     grid gets populated
                                                                                        drop functionality
has graphical panes
that displays your SQL
statements visually
and a text pane that
displays the text of
your SQL statement.
You can work in either
                                      Localization - option                     Automatic SQL
the graphical or text                  of specifying own                          Statement
panes.                                    parameters                             Generation
Role Based Security
1KEY uses quot;parametric
controlquot; for controlling
access over business
information which is
available to users for
their reporting needs.
Parameters are mapped
                                       Show only     Create
to the user hierarchy of    Control
the organization and                   what you      nested
                           your data
hence the access to the                 want to    parameters
relevant data.
Parameters definition
can be one of the fields
available from the
system or can be user
defined based on the
requirement of the
organizations.
Integrating with 3rd party application

As shown in the diagram there are only 3 easy step’s and you are through,
where in 3rd party application will pass a command line arguments to a API
called RWCMD which is “Read/Write Commands” then this API will
evaluate all the parameters passed by the 3rd party application, makes
sure that it enforces all the security policies applied for that user and
triggers 1KEY Report



      External Application          RWCMD API                     1KEY MIS Server
      •Domain                       •Reads Parameter              •1KEY View
      •Report                       •Connects 1KEY                •1KEY Cube
      •User                          Repository                   •1KEY Chart
      •1KEY Repository              •Executes Reports
Flow Chart Integrating with 3rd party application




                       1KEY
                                       Report
                     Command
                                      Executor
 External             Reader
Application

                           1KEY API




               1KEY
              Metadata

                                                             1KEY MIS Servers
Integrating with 3rd party application
• 1KEYhas unique functionality, which enables the users to even
  call 1KEY reports even from the external applications. It has
  1KEY API, which is having 2 major components “1KEY
  Command Reader” and “Report Executer”.

• 1KEY Command Reader will read the arguments sent by
  external application, analyze them, accordingly pass necessary
  input’s to Report Executer.

• Report Executer is responsible for enforcing user security, data
  security policy implementations and last but not the least
  running the reports.
Technical Support SLA for Partners & OEM




• MAIA Intelligence will help Enterprise OEM for use of 1KEY BI
  software to achieve their business goals and to maximize
  their investments in software
• This SLA is for below mentioned support and priority table
  and not for mission critical application which would need
  24x7 supports all the times
• MAIA Intelligence will provide unlimited telephonic and email
  support in regular business hours from 10am to 6pm Monday
  to Friday excluding standard public holidays
• MAIA Intelligence will provide online offline documentation
  with help files, computer based training programs, forums
  and such tools for sharing the knowledgebase
Technical Development Support SLA for Partners and OEM


Priority    Definition            Business Impact                         Maximum Initial   Maximum
                                                                          Reponses Time     Resolution
                                                                                            Period

1           Emergency Production Major Impact – System Operations         1 hour            24hours
            Issue                affected, customer business cannot
                                 continue. No alternate solution
                                 available

2           High Level Issue –    Significant Impact – Restricted         4 hours           48 hours
            Database or           Processing – Customer work is delayed
            Infrastructure        due the issue

3           Operational Issue     Minor impact on customer business;      8 hours           72 hours
                                  does not prevent system operations
                                  software error for which there is an
                                  acceptable alternative solution.
                                  Performance degradation



4           How – To’s            Minimal impact on customer business     24 hours          96 hours
                                  tips techniques

5           Informational         No business impact Documentation        48 hours          120 hours
                                  issue training and help usage

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SMB Partner Presentation 1KEY MIS Servers

  • 1. MAIA Product Presentation on 1KEY MIS Server Intelligence Presented by Sanjay Mehta CEO
  • 2. Who moved my cheese An amazing way to deal with new business opportunity
  • 3. Story of gained & lost opportunity Four Characters who live in a maze and Cheese Maze nourishes on cheese to be happy 2 Mice • Sniff • Scurry Metaphor for Where you what you look out for want to have 2 Little People business in business • Hem • Haw
  • 4. How we act seeing an cheese – 1KEY MIS Servers Sniff • Who sniffs out change early, or Whatever parts of us we choose to use, we all share something in Scurry common: a need to find • Who scurries into our way in the Maze and action, or succeed in changing times. Haw Hem • Who learns to adapt in • Who denies and resists time when he sees change as he fears it will changing can lead to lead to something something better! worse, or
  • 5. When you see that you can find & enjoy new cheese you change course How can you How can you be How can you Sniff Scurry into action How can you avoid like Haw & out the and generate losing customers succeed by opportunity with more revenues like Hem with adapting new 1KEY MIS with 1KEY MIS 1KEY MIS Servers? generation 1KEY Servers? Servers? MIS Servers ? Keep things simple, be flexible and move quickly
  • 7. Sales Revenue $1,383,593 What does this number reveal? Is this pretty good, bad or ugly? $1,295,213 $1,374,876 $1,242,871 $1,383,593 Q1 Q2 Q3 Q4 The Sales revenue for fourth Quarter is pretty good as compared to earlier quarter $1,102,304 $1,395,478 $1,383,593 2004 Q4 2005 Q4 2006 Q4 The Sales revenue for 2006 Quarter IV is down as compared to earlier years $1,598,604 $1,383,593 Target 2006 Q4 Actual 2006 Q4 However in comparison to the targets, the actual turnover appears ugly 1KEY Technology helps understanding data for actionable information
  • 8. 1KEY makes data visualization easy for quick decisions Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Central 21,923 21,696 21,820 22,247 21,922 22,451 23,081 22,770 22,156 21,857 21,101 22,024 East 14,367 14,294 14,297 14,900 14,617 15,720 16,024 15,536 14,718 14,668 14,414 15,024 South 8,425 8,432 8,376 8,397 8,355 8,643 8,856 9,241 8,812 8,841 8,686 8,864 West 22,149 21,869 22,115 22,506 22,191 23,122 24,038 24,190 22,671 22,489 21,906 23,026 Which region has the best sales & in which month?
  • 9. Efficient V/s Effective Beer & Diapers 53 days of productivity loss On time delivery only efficent
  • 10. Get the right direction instantly VIEW has been engineered to fully address the reporting requirements of your organization helping you to compete and win in the Drill down to lowest marketplace without much effort or level compromise. It provides runtime analysis, grouping, column customizations Save with Parent-Child Relationships, Drill hours Down and Drill Back functionalities daily with a extremely intuitive report Keeps you formatting for Business users. always moving ahead
  • 11. Trade Spend Analytics • Trade Spend V Budget • Trade Spend Roles Efficiency & Effectiveness • Trade Send Uplift – Sales & margin Marketing • Spend by Merchandize Method Manager; Customer Account Metrics & Dimensions • Promotion ROI Managers; Sales • Promotion Execs; Finance; OverUnder- Promotional Volume; Revenue (& growth); Total Promotion Profit; Targets; Market spend Analyst; (volume $s); Market Share; Price; Margin %; Trade Spend; Promotion • Promotion Business Unit ROI; Promotional Uplift; Order Fulfillment %; Consumer pass Impact – Heads; Category through%; Stock Cover Customers; Events; Sales Channels; Products; Cannibalization Manager; Brand Brands Categories; Promotion; Media types; Time; Locations & Halo effect Managers
  • 12. Take Intelligent Decision CUBE is a comprehensive data analysis, data mining, and multi-dimensional visual reporting solution. With its powerful data architecture, Do it CUBE is able to slice and dice Trend are yourself information efficiently and provide users like friends with an extremely intuitive experience. reporting Regardless of the perspective, data can be rendered to answer business questions - and best of all - it allows business users to focus on business rules Centralized Gives rather than creating dozens and dozens Information Competitive of reports. for growth Edge
  • 13. Financial Management Analytics Asset Efficiency Balance Cash Flow Treasury Sheet Goals Goals Goals Capital Debt to Net Cash Working Net Borrowing Investment Employed Equity Ratio ROCE % AR in Days Flow Value Capital Liquidity Cost % Yield % Value % % Ration % Value
  • 14. Create Impact with business data CHART is a graphical representation and visual reporting which represents business performance via stunning and meaningful diagrams. It helps to Identify drive organizational achievements by Emerging Trends giving information in a much Spot Opportunities consolidated and easy to understand manner. Track & Point Issues Runtime user definable drill down & drill back functionality available direct from the charts. Customer segmentation, forecasting, trend Powerful Insights analysis, etc. all made easy
  • 15. Customer Profitability Analytics Incorrect information about customers The real value is not in the profitability, efforts to money saved, but how you Find which customers are grow sales directed toward use information to adapt in destroying profits, eating customers that are challenging environments away your earnings. unprofitable. In reality, such as today’s economic earnings will be low even situation with growth Customer = King or Customer = Liability
  • 16. Always on and always updating Works in background SCHEDULER enables users to On Time MIS schedule the reports as per the recurrence pattern in the variety of formats like PDF, TXT, XLS, Constantly Communicating HTML, MHT and RTF to be stored on hard disk, to be emailed to respective business users, or to Flexible Schedules FTP. It automates the complete process of reporting and avoids Simple Process the cumbersome work of manually creating and/or delivering reports to respective business users on a periodic basis.
  • 17. Expense Management Analytics Supply Chain Operations Cost Overhead Cost Index Index Cost Index IT Vendor On Time Delivery Benefit Management Goals Cost Goals Goals IT Project SLA Average Lead Order Fill On Time Unit IT Lead time Benefit Cost Benefit Completion Performance Time in days Rate % Delivery in days Increase % Payroll % % %
  • 18. Run your company from anywhere Advanced Zero Foot Data Print Visualization DASHBOARDS, users can Publish Data Deployment Tools define their own Dashboards Securely having combination of Real Time multiple reports like View, Actionable Information Gauge, Chart, KPI's, RSS Feeds Web etc, on one single screen. Based Platform Dashboard is a reporting tool that can be defined as a user interface for organizing and presenting data in a consolidated manner. Data from multiple sources are integrated and unified for display on a single platform. This makes the information easy to read and comprehend, all on the same screen.
  • 19. Manufacturing Management Analytics New Production Inventory Product Goals Management Life Cycle Product Product Inventory Inventory Capacity QC Reject Inventory Development Milestone Back Log % Ageing Days ABC Analysis Utilization % Rate % Turns Ratio % Lead Time Plan V/s % Value Days Variances
  • 20. Structured methodology : KPI KPI Description Ageing Analysis KPI Objective Maintain credit period of less than 3 days KPI Benefits Better Cash flow KPI Start Date 1-Apr-07 KPI End Date 31-Mar-08 KPI Life Span & Reporting Periodicity 12 months, Daily KPI Unit of Measure & Formula Days KPI Target Value Less than 3 days KPI Upper & Lower Tolerances Plus or minus 1 day Anticipate Upper and Lower Limits 7days, 1 day KPI Sponsor Mr. XYZ KPI Initiator Mr. ABC KPI Benefactor Mr. ABC KPI Internal or Customer Facing Both KPI Data Sources Back Office application running on Oracle, Transaction application running on SQL,
  • 21. Key Performance Indicators S– M- A- R– T– SMART Specific Measurable Achievable Realistic Timely KPI KPI are high-level snapshots of a business or organization based on specific predefined measures. KPIs typically consist of any combination of multiple reports. They may include global or regional sales figures, personnel stats, real-time supply chain information, or anything else that is deemed critical to a corporation's success. KPI allows goals to be observed with different warning colors that will be switched on as defined giving the user a quick view of how well or how poorly each goal is met. It is the best way to track and represent variances on targets &
  • 22. Financial Services Company Analytics Brokerage Revenue Goals Costing Goals Goals Revenue Brokerage SQ Off V/s Cost per Exchange Top Top Top Top V/s Cost V/s Delivery customer wise Customers Branches Channel Product per Funding Brokerage acquisition Brokerage Employee Cost pattern
  • 23. File Reader 1KEY FILE READER is a utility that imports data from Text Files, Excel Single & Files, stores it into 1KEY CUBE or multiple files / User can select 1KEY VIEW for direct reporting sheets selection data range on at one instance their own and analytics. are available 1KEY users get the benefits of another key functionality which not many reporting tools software provide as of today. Users can select Users can save required data layouts and use column with the same required format whenever for analysis required
  • 24. Query Expert 1KEY has dynamic query engine with Visual Interface to expression builder design queries and model creator. It provides the facility to use simple graphical interface to build SQL SQL parsing - enter Creation of links statements and create the SQL statement, with simple drag & and the diagram and views in a database. It grid gets populated drop functionality has graphical panes that displays your SQL statements visually and a text pane that displays the text of your SQL statement. You can work in either Localization - option Automatic SQL the graphical or text of specifying own Statement panes. parameters Generation
  • 25. Role Based Security 1KEY uses quot;parametric controlquot; for controlling access over business information which is available to users for their reporting needs. Parameters are mapped Show only Create to the user hierarchy of Control the organization and what you nested your data hence the access to the want to parameters relevant data. Parameters definition can be one of the fields available from the system or can be user defined based on the requirement of the organizations.
  • 26. Integrating with 3rd party application As shown in the diagram there are only 3 easy step’s and you are through, where in 3rd party application will pass a command line arguments to a API called RWCMD which is “Read/Write Commands” then this API will evaluate all the parameters passed by the 3rd party application, makes sure that it enforces all the security policies applied for that user and triggers 1KEY Report External Application RWCMD API 1KEY MIS Server •Domain •Reads Parameter •1KEY View •Report •Connects 1KEY •1KEY Cube •User Repository •1KEY Chart •1KEY Repository •Executes Reports
  • 27. Flow Chart Integrating with 3rd party application 1KEY Report Command Executor External Reader Application 1KEY API 1KEY Metadata 1KEY MIS Servers
  • 28. Integrating with 3rd party application • 1KEYhas unique functionality, which enables the users to even call 1KEY reports even from the external applications. It has 1KEY API, which is having 2 major components “1KEY Command Reader” and “Report Executer”. • 1KEY Command Reader will read the arguments sent by external application, analyze them, accordingly pass necessary input’s to Report Executer. • Report Executer is responsible for enforcing user security, data security policy implementations and last but not the least running the reports.
  • 29. Technical Support SLA for Partners & OEM • MAIA Intelligence will help Enterprise OEM for use of 1KEY BI software to achieve their business goals and to maximize their investments in software • This SLA is for below mentioned support and priority table and not for mission critical application which would need 24x7 supports all the times • MAIA Intelligence will provide unlimited telephonic and email support in regular business hours from 10am to 6pm Monday to Friday excluding standard public holidays • MAIA Intelligence will provide online offline documentation with help files, computer based training programs, forums and such tools for sharing the knowledgebase
  • 30. Technical Development Support SLA for Partners and OEM Priority Definition Business Impact Maximum Initial Maximum Reponses Time Resolution Period 1 Emergency Production Major Impact – System Operations 1 hour 24hours Issue affected, customer business cannot continue. No alternate solution available 2 High Level Issue – Significant Impact – Restricted 4 hours 48 hours Database or Processing – Customer work is delayed Infrastructure due the issue 3 Operational Issue Minor impact on customer business; 8 hours 72 hours does not prevent system operations software error for which there is an acceptable alternative solution. Performance degradation 4 How – To’s Minimal impact on customer business 24 hours 96 hours tips techniques 5 Informational No business impact Documentation 48 hours 120 hours issue training and help usage