EADS ecoWAN Service concept

1. EADS ecoWAN Service concept EADS French Calls +800 3237 4685 sd-switzerland-incident@t-systems.com Calls (excluded French calls) +800 3237 4685 French Calls +49 89 57922 9466 bs-tco-cso-sic-munich@t-systems.com Service Desk Helpvetia Genf SMC Munich Business Hours cSMC Frankfurt Outside Business Hours WAN IPLS OPS Frankfurt Third Parties

2. EADS ecoWAN Service concept • Service ExecutiveMr. Reiner Illa • Phone: +49 89 57922 – 5404 • Mobile: +49 171 564 85 20 • e-mail: reiner.illa@t-systems.com • International Sales Executive Mr. Gerhard Mayer • Phone: +49 89 1011 – 6625 • Mobile: +49 160 822 80 67 • e-mail: gerhard.mayer@t-systems.com

3. EADS ecoWAN Service Concept • Implementation of Service Support Processes Focusing on ITIL best practice • Service Support Management is single point of contact for daily operating issues • Service Customer Management is single point of contact for delivery issues, customers information and escalation • Coordination with EADS on goingFinal agreement planned in SMG meeting on January, 18th

4. EADS ecoWAN Service Concept • FullSMC operating since November, 2nd • Advantages • Dedicated Contact for EADS • Reducing time by reducing involved operating units • Direct access to first level technicial support • Isolation of failure improved due to an improved monitoring concept • End to end responsibility for incidents in one hand

5. EADS ecoWAN Service Concept • Change request process introduced in SMG Meeting on October, 13th • Advantages • Clearly defined process • Improvement of quality ensured service level corresponding advisories • Currently 6 standard request forms agreed • Form for non-standard requests proposed to EADS (R. Wessel) Final agreement planned in SMG meeting on January, 18th • Contact for changeseads-team@t-systems.com