Gunshot Reasons to Outsource OpenText Support-2

1. Gunshot Reasons to Outsource OpenText Support Gunshot Reasons to Outsource OpenText Support- -2 2 The main reasons for outsourcing software services are to cut costs, resolve staffing issues, improve performance, and focus on core competencies (Global Outsourcing Survey 2018, Deloitte). Let’s look at these and other key factors to consider when considering outsourcing OpenText system maintenance services. • Team managemen • Team management t Outsourcing maintenance functions can be cost-effective, but there are limitations when working with contractors, such as the client not being able to directly manage and direct the outsourced team unless stated in a service agreement. Another example is that a service provider may have difficulty meeting all a client's requirements, such as staff flexibility or process availability within the client's expectations. In addition, clients and service providers may have different approaches, management styles, and philosophies, which may lead to conflicts. Therefore, it makes sense to outsource services from local service providers. • Response tim • Response time e We understand how difficult it is for OpenText customers to deal with downtime or make appropriate changes quickly, as these factors can prevent customers from achieving their goals. Most of us believe that in-house resources can handle issues with faster response times than outsourced OpenText system maintenance providers. This part is correct. But only if the in- house staff is experienced enough to identify and fix problems in a short period. We recommend negotiating an acceptable response time, such as 24 or 72 hours. Since a longer response time equates to more downtime and loss of production, this response time must be clearly defined in the service contract.

2. • Latest Insight • Latest Insights s Working with an Authorized Service Partner means having a trusted partner, which not only has a knowledgeable team of certified experts, but also access to a source of insight, the latest news, and trends. We at Bentech work closely with our colleagues at OpenText and SAP, thereby guaranteeing our clients not only nearly two decades of experience but also access to the latest updates in the world of OpenText solutions to serve them. • • Risk Managemen Risk Management t Overall, when bringing in a new maintenance service provider, security managers should make sure that any employees entering their facility or working remotely for the company have been properly screened. They should also ensure that proper procedures are followed when entering the facility, such as signing a non-disclosure agreement. As a service provider, we always ensure that our employees only have access to the systems they need and restrict their access to proprietary parts of the operation. It's important to understand if a breach occurs, it can be costly for both parties.

3. Bentech can help you upgrade your OpenText Exstream, StreamServe, can help you upgrade your OpenText Exstream, StreamServe, Document Presentment, and Extended ECM for Content Suite, Content Server, Document Presentment, and Extended ECM for Content Suite, Content Server, Archive Server, and many more OpenText products Archive Server, and many more OpenText products. . • Maintenance payment pla • Maintenance payment plan n There are many outsourced payment options. The most common models include: • Fixed price model • Time and material models • Mixed models The OpenText customers we work with primarily use a fixed price model (i.e. pay "y" for "x" hours per month). Most of these companies have internal staff who already know how to monitor the process and make small changes themselves, or we train them. Each of these maintenance payment plans represents varying degrees of risk sharing between the customer and the maintenance service provider organization, and there are many factors to consider when determining the most appropriate payment structure. • Contract termination arrangement • Contract termination arrangements s We recommend not underestimating this factor, so discuss and document it before your maintenance contract expires. If a decision is made to terminate an existing contract, both parties need to agree on how to handle the situation. An agreement needs to be reached on the responsibilities and obligations of the old service provider to be handed over to the new service provider or customer should they decide to bring maintenance back in-house. S Summariz ummarize e In short, if companies are having trouble hiring full-time people that fit their budget, if they need special skills that full-time doesn't require, and if they want their employees to focus on the more important aspects of technical development rather than system maintenance. When choosing the system maintenance model (in-house, outsourced or hybrid) that is best for your company, it is worth considering your company's business needs as there is no 'one size fits all' solution.

4. About Bentech About Bentech Bentech is an authorized OpenText service partner, helping global customers leverage their investment in OpenText solutions and optimize their business processes. Our focus areas are Customer Communication Management (CCM) and Enterprise Content Management (ECM). For more information, visit our website