AT A GLANCE

ARCAD Software offers a range of consulting, training, implementation, and technical support services to address our clients' diverse technical and business needs.

We not only market products; from the very beginning, we have taken an "integration" approach with our solutions. Depending on the project, our team of outstanding consultants can assist on different levels:

• Project management
• Technical expertise
• Help with mastering new technology

The ARCAD approach is a sophisticated and efficient combination of on-site and remote professional services. We tailor our services, all of which are available worldwide, to what best suits the individual client. When practical, we can deliver certain services remotely ("remote mentoring") using advanced technologies, for maximum customer service and a reduced carbon footprint.

IMPLEMENTATION SUPPORT

The ARCAD solutions are all highly adaptable to client needs. This is why our products work well for small businesses, which need flexibility and initiative, and for large organizations, which focus more on security and traceability. Using a client's specifications as our guide, we evaluate the timeframe for a complete product configuration. Our calculations include workload estimates both for ARCAD and for our clients.

TRAINING

Our commitment to customer satisfaction does not end with implementation.
Knowledge transfer plays a key role in all projects headed by ARCAD consultants. Our goal is to give you the information your team needs need to function independently.

With that goal in mind, we offer training courses either at our headquarters or on-site at your company to help you develop technical expertise on ARCAD solutions and on the IBM i platform.

• ARCAD solutions: Students become independent users of our tools, mastering both solution use and how to handle future development.
• New IBM i technologies: We offer a whole range of training courses focused on:
• Underused platform features,
• ILE programming: concepts and applications,
• The DB2/UDB database: relational model, administration,
• Java: transition from RPG to Java,
• IBM i and new technologies: platform potential.

Training sessions on ARCAD solutions cover our suites and associated tools and functions. We can present these sessions as part of an implementation project, or afterward, to bring teams up to date.

TECHNICAL SUPPORT

ARCAD offers Hotline (telephone) technical support for customers through our regional offices worldwide as well as our U.S. and France headquarters. You can also use our 24/7 on-line help-desk to access FAQs, report issues and requests, interact with our staff, and track the progress of your request.

Our technical support staff members are experts in using technology for "remote mentoring." Customers can show us what is happening on their system real-time, and give us control so that we can provide immediate, hands-on assistance.

OTHER SERVICES

Our consulting team can also handle the entire change management process for your organization, provide methodology-related services (ITIL CMM, SCM), or take on other projects such as the following:

Third-Party Application Maintenance

If you are considering shifting application maintenance to a third party, we can help you with advance restructuring of your information system and creating your call for bids. We work with partners such as IBM Global Services and EDS, and with smaller IT providers, so we can help you identify which can best meet your needs.

Retro-documentation

Whether your goal is revision, better control of development, or opening up to new technologies, documenting your information system is an essential first step, and we can do it for you. From functional description to technical documentation, including your operating documentation and database models, the resulting documents will give you an overall view of your information system.

High Availability

Whether you already have a high-availability (HA) solution or you are considering getting one, ARCAD Software can assist in two areas:

• Implementing commitment control in your applications. This tool-based service guarantees data integrity in the event of an unplanned computer outage.
• Ensuring transfers to production with the integration of processes specific to your backup software, among others.

Security

If you are sensitive to the security and confidentiality of your data, we can help you implement an overall strategy to protect your database objects and enforce the security rules you have established.

Quality

Our ISO-certified clients can tell you all about the benefits that our tools provide in obtaining ISO certification. In addition, if you have a certification project underway, we can put you in touch with an independent organization that will assist you with the process.

CUSTOMER CARE

We welcome interaction with our clients and customer feedback. Periodically, ARCAD convenes Customer Committees to solicit feedback on our product suites and input on our product roadmap. We also invite our customers to:

• Attend our regional seminars and annual User Forum,
• Join us for our technical Webinars,
• Subscribe to the ARCAD'Vantage Newsletter, and
• Share your experiences with our marketing department.