FAQ - Application Service Provider (ASP)

• What is ASP?
• How it Works?
• What is the Value Proposition for using Platronix ASP Solution?
• What about Security?
• How do I decide if Platronix E-Application Suite is for me?
• How long will it take to implement Platronix E-Application Suites?
• How do I get support?
• Can I use my existing PC?
• What about system availability and disaster recovery procedures?
• Will Platronix manage my desktop environment?
• How is Platronix ASP priced?
• How is the content of the service defined?
• Can I bring the applications in-house at the end of the contract?

What is ASP?

An Application Service Provider (ASP) is an organization that manages and distributes software-based information system services and solutions to customers across a wide area network or the Internet from a central data centre.

Many organizations have not been able to take advantages of the benefits of E-business solutions for several reasons, including:

• Not having or not able to attract or retain enough IT professionals
• Initial capital costs and perceived high cost of ownership.

To address these obstacles, Platronix has developed a business model which takes advantage of Internet technology to provide a low cost, flexible solution for Trade Exchange applications. Organizations can now utilize Platronix Solutions without having to create or manage the technical environment necessary for their operation.

It gives you the option to out-source some or all aspects of your IT needs - be it hardware, software or technology experts. All you need is a PC connected to the internet.

Subscribing to an ASP is a simple, fixed cost alternative to manage IT in-house, saving you up to 40% of your total IT costs.

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How it Works?

As you can see, an ASP offers you greater convenience and savings by providing all the hardware, software and technical expertise.

The business model is a subscription service through which the subscribing organization is provided the use of enterprise application software for a monthly fee. The rate for this offering is based on the number of users. Service Level Agreements provide terms of three or more years, with attractive renewal options.

Platronix provides the hosting environment for Platronix applications at its partner’s Internet Data Center. Platronix manages application servers and database servers that provide the processing capability, on a 24x7 basis (on request). Each subscribing organization has its own instance of application software and database within the Platronix-managed environment. Subscribers access the applications using a web browser, either over the Internet or via virtual private networks (VPNs). Data security is ensured through the use of encryption over the network and robust firewall authentication.

The Platronix ASP service is designed to run Platronix's web-based applications, which are supported by Platronix's lconsulting and customer support services. The Platronix ASP services spans:

• Business application software (several choices are available)
• Consultation & Implementation support
• 7X24 Data Centre Operations
• Server Infrastructure
• Maintenance and Upgrades

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What is the Value Proposition for using Platronix ASP Solution?

Platronix reduces IT staffing requirements significantly. Platronix team of technology experts manages systems for a fraction of the cost of having these highly trained professionals on staff. Today's Microsoft based technologies require that staff or consultative resources have experience in NT, SQL Server, Exchange Server, Terminal Server, IIS Server, Site Server, Proxy Server, LAN/WAN technologies, desktop operating systems and deployment technologies. Each of these technologies can be a career.

Platronix ASP solution gives you ready access to industry-leading applications, with fewer IT hassles, at a significantly lower total cost.

Superior Economics
Through data centre scale economies and Platronix's browser-based application architecture, Platronix ASP reduces the total cost of ownership and lowers up-front expenditures. With its fixed-fee model, Platronix ASP introduces a more predictable cost structure that addresses upgrades, technological advances, capacity and resource planning, and disaster recovery. Additionally, Platronix ASP eliminates upfront capital investments.

Simplified IT Management
Platronix ASP solution allows you to get up and running quickly by taking responsibility for most aspects of system management. We hire and train technical staff, own and configure the hardware, manage the application and server architecture, maintain and upgrade the software, and provide customer support for back-end operations. Through its professionally managed hosting sites, Platronix ASP drives the day-to-day tasks of the IT infrastructure, thereby freeing your staff to focus on strategic business issues and core competencies.

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What about Security?

At Platronix, we know how important it is to protect your business information and to make it accessible for you at all times. That is why our security features include:

• For the network
  - Firewall and virtual private network (VPN) to prevent unauthorized access
  - Advanced encryption technology to ensure that no unauthorized third party is able to access your data in transit
• For the servers
  - The latest server duplication technology ensures the system stays up all the time
  - Regularly updated virus vaccination software
• For the data centre
  - Physical security systems including fire detection and suppression devices
  - Expert staff to monitor mission critical applications and systems 24 hours a day, seven days a week.
  - Uninterruptible power supply (UPS) back-ups
  - Pro-active preventive maintenance to maximize up-time

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How do I decide if Platronix E-Application Suite is for me?

Platronix ASP may well be the right solution for you if you answer "yes" to one or more of the following questions:

• Would you like to save up to 40% on your total IT costs?
• Do you need more creativity, business intelligence and value in your organization?>/li>

• Would you like to reduce fixed IT assets that quickly become obsolete?
• Are you challenged with hiring and retaining talented IT professionals?
• Are you considering an extensive applications upgrade or migration?
• Would you like more time to focus on your core business strategy?
• Do you have problems controlling your regional operations?
• Do you have limited cash reserves that prevent upfront capital investments?
• Do you want an immediate passport to e-commerce society?>/li>

• Are you motivated to go-live as soon as possible?
• Do you require significant changes in IT systems which can not be supported in-house?
• Would you benefit from an out-of-the box solution?
• Are you under pressure to reduce IT costs and complexity?
• Do you desire to adapt a browser based Platronix packaged applications solution?

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How long will it take to implement Platronix E-Application Suites?

Platronix implementation time varies with the number of processes used, the volume of business (e.g., number of customers, vendors, and transactions), and the complexity of interfacing with other application software you may be using. Depending upon the applications selected for hosted services, the implementation time will vary from approximately 30 to180 working days. For example, the Platronix ASP standard package for Transaction Management and Accounting functions can be implemented within 1.5 - 2 months.

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How do I get support?

During your help desk service hour, you can call on Platronix ASP's Customer Services Support Desk. You can also make an inquiry outside your help desk service hour, subject to availability. Our customer service analysts are specially trained to provide rapid answers to your questions and will respond to your urgent needs, in order to make sure that you have the best use of your mission-critical system. Support for each customer is monitored by Platronix ASP's account supervisor, to makes sure that everything is in good condition for you.

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Can I use my existing PC?

Any computing device (PCs, Network Computers) that support Microsoft Explorer (Version 5.0 or greater) browser will work for these applications. Platronix recommends the following configuration:

• Pentium II 266 MHz processor running Windows 95 or 98 or NT
• 64 MB RAM
• Standard Java-compliant browser (Internet Explorer 5.0 or greater)

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What about system availability and disaster recovery procedures?

Platronix provides 5x8 and 7X24 network support (with scheduled maintenance) and customer service assistance. You can optionally purchase disaster recovery services consistent with industry wide standards.

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Will Platronix manage my desktop environment?

With Platronix's standard package, your organization is required to operate and maintain its own desktop and LAN infrastructure.

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How is Platronix ASP priced?

Platronix ASP is based on a Service Level Agreement between us and our user. There is a subscription term with annual or multi-year renewals thereafter. This model is adjusted by number of extra users, new area office, options for service level, customer's special requirements and so on. Alternative, company could implement the Enterprise version for unlimited users and locations.

When the SLA is signed, the consultation and set up fee is billed as an initial charge. In the month of cut-over and onwards, monthly subscription and option fees are charged regularly. Extra charges for irregular services, (upon customer request) may apply during the contract term.

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How is the content of the service defined?

Service Level Agreement (SLA) is the contract between us and users that specifies the level of service that is expected during the contracted term. SLAs can be very detailed depending on the requirement of the users. At Platronix ASP we based our SLA on the following five criteria:

System Scale
Customer and Platronix confirm number of users and locations, coverage of business software functions, requirement on system configuration and others

Width & Depth of Service
Platronix ASP offers various options depending on customer's requirements, while we start discussion on a standard model. Help desk service hour, response time, hardware & software configuration and others are clearly defined, that may be available as pre-defined options. This is a core component of a successful ASP model supporting your mission-critical system and great emphasis is given to this area by Platronix.

Service Procedures
As in all MIS departments, procedures should be clearly defined. They may range from common daily task of adding/deleting users to guaranteed installation and upgrade cycle times. At Platronix , we are committed to define all procedures before embarking on any projects together with our customers.

Data Center
Our Partner’s Data Center operates on a 24x7 time schedule, while a certain amount of time in the day is reserved to back up data. In the service hour, customers may choose help desk support hours. In the centre, a full security system is deployed to monitor staff movements and their entry into server rooms. In addition we also have audit trail of all login details to prevent the application from being hacked into. All customers, whether authorized or not are being tracked continuously by this piece of software to ensure that only the correct people are using the application at any time.

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Can I bring the applications in-house at the end of the contract?

Platronix provides the flexibility of bringing the applications in-house after the contract term Platronix will:

• Arrange software licenses for in-house use.
• Provide a complete copy of all customer data for a reasonable processing fee.
• Assist migration of data and software set up for a reasonable service fee.
• You may also renew the Platronix ASP service contract at that time.

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