DAI Matflo Supply Chain Brochure

1. Integrated software to manage
omni-channel fulfilment
Matflo Supply Chain

2. About Us
DAI (Digital Applications International) are leaders in the provision of
standard and specialist supply chain IT solutions, based on our Matflo
product suite. We deliver to manufacturers, retailers and service
providers within the omni-channel fulfilment sector. We work with
6 of the top 10 UK online retailers
1
.
We are an independent British company, dependable and
straightforward to deal with. We still have the flexibility normally
associated with dynamic small to medium companies, yet the
dependability and assurance offered by our larger size. We have
offices in London, Manchester, Aberdeen, and Basel (Switzerland).
Quality is embedded throughout and DAI is accredited to ISO 9001.
Our customer base is enviable.
If this is aligned with your own culture and aspirations then a
partnership with DAI could bring great benefit to your business.
(
1
Source: IMRG Retailers Ranking Report )
Contents
About us....................................................................................................................1
Matflo Supply Chain Infographic....................................3
Matflo Supply Chain.............................................................................. 4
Supply Chain Visibility.....................................................................6
Omni-channel Fulfilment..........................................................18
Home Delivery Grocery...............................................................22
Distribution Centre Management...............................28
Delivery Management.....................................................................30
Transport Solutions...........................................................................34
Returns....................................................................................................................38
We Make It Easy.......................................................................................40
Contact.....................................................................................................................44
1

3. Matflo Supply Chain Infographic
Financials
Purchase
Order
Management
Website
Customers
Suppliers
Customers
Transport
Management
Yard
Management
Returns
Supplier and
Customer
Portals
In-store
Fulfilment
Fulfilment
Determination
Distribution
Centre
Management
Automated
Materials
Handling
Grocery
Fulfilment
Centre
Management
Click &
Collect
Replenishment
Stock
Accounting
Order
Management
Global
Inventory
Delivery
Management
Activity
Based
Costing
Parcel
Carriers
£
Powered by
Matflo controls over
500 different sites
worldwide, from the UK
and Europe, through to
sites in the Americas
and Australia.
Clients
2 3

4. Matflo Supply Chain software components cover virtually all aspects
of omni-channel fulfilment. When deployed together these components
provide complete control and visibility across the entire supply chain.
In today’s omni-channel mix of bricks and mortar set against
eCommerce retail, supply chains which integrate both these different
channels are standing out. Be it in terms of flexibility to deliver many
permutations of the customer shopping experience, or being able to
adapt rapidly to change as new retailing concepts evolve.
Matflo Supply Chain software components integrate seamlessly via
a Service Oriented Architecture (SOA), allowing you to take control of
your Supply Chain based on real-time information exchange. You can
mix and match when selecting the right components for your business,
taking individual components or a more comprehensive suite.
Our customers are predominantly pure play eCommerce and
more mature omni-channel retail businesses, based both
within and outside the UK.
Matflo Supply Chain
Matflo Supply Chain
software components
cover virtually all
aspects of
omni-channel
fulfilment.
4 5
Quayside
Matflo Hub
Matflo Hub
• Automated Gatehouse
• Yard Management
• Slot Booking
• Quayside Management
Grocery
Fulfilment Centre
Matflo Fulfilment
Centre
Management
System
Returns
Matflo Carrier
Management
System
Matflo Warehouse
Management
System
Transportation
Matflo Transport
Management
System
Delivery
Matflo Carrier
Management
System
Distribution
Centre (DC)
Matflo Warehouse
Management
System
Supply Chain
Visibility
Matflo 360
o
Store
Matflo C+C
Matflo In-Store
• In-Store Fulfilment
• Replenishment
Handling
• Returns Handling
Home

5. Supply Chain Visibility
To facilitate an optimised supply chain,
accurate real time information and an
end-to-end view of your entire supply
chain is essential.

Matflo 360
o
offers total visibility through the provision of components to
give you a control tower view of your entire supply chain, and the ability
to take action when appropriate.
As a leading provider of supply chain software, a common problem
that we encounter is the perception amongst customers that fulfilment
systems are just about warehouse management. In reality, fulfilment
is about much more than this; once orders are captured via various
channels, to optimise performance customers need systems to handle
global inventory, order fulfilment determination, store replenishment,
parcel carrier management and customer/supplier integration. All of
these are satisfied by Matflo software components. Global inventory
management underpins the entire supply chain.
6 7

6. Global Inventory
Matflo offers an inventory service providing a centralised global view of
underlying inventory, across multiple fulfilment centres, stores, in-transit
items and direct supplier systems.
• Provides global visibility of inventory throughout the enterprise
• Publishing this data in real-time to a website
• Enables sharing of a common inventory pool across multiple
channels – stores and eCommerce
• High level of real-time inventory accuracy maximises stock
availability and minimises fulfilment failure
• Prevents the same item being sold simultaneously by accident in
different channels
• Handling of inventory reservation and release (e.g. basket times
out without being confirmed)
• Ease of integration of additional WMS and other inventory systems
as new sites are introduced
• Ability to expose data to customers and suppliers via portals
Supply Chain Visibility
8 9

7. Supply Chain Visibility
Functionality and benefits include:
• Valuation of inventory held within DCs,
fulfilment centres and stores using weighted
average costing
• Inventory valuation is performed within
SAS; removes the need for underlying WMS
systems to perform valuation
• Retailers can maintain sensitive valuation
information within their own systems estate;
third party systems e.g. WMS do not need
to know
• Integration of finance-related information to
connected retail replenishment and store
sales systems
• Integration of credit and debit transactions to
ERP financials
• Advanced alerting with end-user configurable
alerts and alerting dashboard
• Financial reporting with end-user
configurable reports
• Full audit trail
Stock Accounting
Management of inventory financials can be over-simplistic in many
ERP packages. Integration of inventory movements from WMS to ERP
can also be fraught with difficulties where eCommerce fulfilment is
introduced, as many retailer systems have been adapted to consider
an eCommerce fulfilment centre both as a distribution centre and as a
store. The Matflo SAS (Stock Accounting System), a plug-in component
to Matflo 360
o
Global Inventory, delivers a solution to these problems.
10 11
Matflo Stock Accounting
delivers full inventory
valuation at a level
beyond that achieved
by ERP systems.

8. Supply Chain Visibility
Matflo 360
o
Order
Management allows
you to fulfil orders from
one source or several,
taking into account the
customer’s location,
delivery preferences
and many other
factors.
Order Fulfilment Determination
Where a customer’s order contains lines which can be fulfilled from
a mixture of fulfilment centres, stores and direct suppliers, Fulfilment
Determination can break down the order into consignments where
each consignment is shipped from one fulfilment site on one day
using one carrier service. This can take into account where best to
ship from, inventory availability, manufacturing lead times, whether to
consolidate to a single site prior to shipping to customer or whether
to ship site specific consignments, carrier capability and handling
methods etc.
Dynamic Delivery Options
If you want to offer different delivery options to the customer for
different items in the order, Matflo components can help you to
achieve this:
• The website accesses fulfilment determination in real time with
the customer at checkout to break the customer’s multi-line order
into consignments.
• Order Management then calls the Carrier Management System
(CMS) Delivery Options Service for each consignment, so that
CMS can establish a set of delivery dates separately for each
consignment and offer these back to the customer via the
website dynamically, thus significantly improving the
customer experience.
Order Management
Once Global Inventory visibility is achieved, multiple fulfilment
opportunities arise. Matflo 360
o
Order Management allows you to fulfil
orders from one source or several, taking into account the customer’s
location, delivery preferences and many other factors.
• Global visibility of all orders and order lines captured from
multiple sources
• Breakdown of multi-line orders into consignments using fulfilment
determination rules
• Visibility of consignments and original orders, and their progress
• Publishing of order / line status to websites
• Determination of Delivery Promise, factoring in:
• Time of day vs. order cut-off time
• Day of week (where weekends are treated differently)
• Delivery option selected by customer (e.g. standard, next day)
• Fulfilment source (e.g. direct suppliers could have longer
lead time)
• Alerting of risk to delivery promise, via WMS status updates of late
despatch, or CMS late delivery status updates
12 13

9. “… measurably
the best …”
14 15

10. Supply Chain Visibility
Supplier and Customer Portals
Integrating customers and suppliers closely into your supply chain via
easily accessible secure web portals can bring numerous benefits to all.
At a headline level these include improved visibility of deliveries in
transit into your network, and enabling the flexibility of direct supplier
fulfilment to the end customer.
Supplier Portal
• Secure supplier specific web portal
• Ability to view and edit their specific data
• Visibility of relevant purchase orders, and creation of advanced
shipping notices (ASN)
• Inbound supply chain and projected forward workload visibility
• An alternative to direct systems integration into an order
management system, particularly for small/medium or
infrequent suppliers
• Allows direct suppliers to publish inventory levels to a central global
inventory service and onwards to the web site, without the need for
direct systems integration
• Allows direct suppliers access to fulfilment instructions, despatch
documentation and address or carrier labels (sourced via CMS)
without systems integration
Customer Portal
• Secure customer specific web portal
• Ability to view their specific data
• Out-bound delivery visibility
• Stock status visibility
Integrating customers and suppliers
closely into your supply chain via easily
accessible secure web portals can
bring numerous benefits to all.
Improved visibility
of deliveries in transit
into your network and
enabling the flexibility
of direct supplier
fulfilment to the end
customer.
16 17

11. Omni-channel Fulfilment
Click & Collect
Click & Collect is becoming more and more important within the omni-
channel landscape. It is arguably the most important and significant
change in retail behaviour to happen in recent times. By introducing
Click & Collect to your online customer proposition, you are handing
your customers control of their purchases and thus offering the best
customer service possible.
Matflo C+C can be used to track and handle your online orders once
they have left the e-fulfilment operation, sorting parcels into orders,
customer notifications, recording the critical customer handover and
handling any returns (to the store or e-fulfilment operation) of any
uncollected and/or unwanted orders.
• Improves customer experience and convenience significantly in
multiple ways
• Provides a controlled and efficient process to manage the
customer experience, thus reducing pressure on staff
• No specific new staff required - just train your existing retail staff
• Offering a service attractive to customers improves
conversion rates
• Increases footfall in store, creating additional up-sale opportunities
• Typically no delivery costs, if utilising own transport fleet that
has capacity (or usually cheaper carrier tariffs for B2B
consolidated volumes)
Key facets of an effective omni-channel landscape
are the delivery variants offered to the end
customer. This includes not only the physical hand
over transaction, but the processes behind this to
maximise the efficiency of stock utilisation.
Matflo Click &
Collect is deployed
at over 450 different
sites in the UK.
18 19

12. Omni-channel Fulfilment
In-Store Fulfilment
Fulfilling online orders from store can provide many benefits to the
retailer. Stores can be used to offer same day delivery or click &
collect, whereas an additional day’s lead time would usually apply if
fulfilled from a central fulfilment centre. It can also act as an overflow
during peak promotional events where capacity is breached within the
fulfilment centre. In-store fulfilment can enable creative online selling
strategies to drive store sales and greater inventory utilisation.
Matflo In-Store enables you to leverage your existing store inventory
and labour resources to maximise omni-channel sales and improve
the customer experience. Designed for ease of use by today’s retail
workforce, Matflo In-Store allows sales associates to fulfil orders
from your store inventory and is architected to ensure you meet your
customer promise. The solution also provides confirmation when
orders have been picked and packed, so inventory levels can be
updated and shipment notifications sent internally and externally to the
customer.
• Enables in-store order fulfilment, utilising all stock available, thus
reducing central inventory requirements
• Increased online product offering to full range, not just what is held
with the fulfilment centre
• Enables buy online and pick up in-store, sameday
• Enables store-to-store transfers for customer pick-up
• Provides integration to parcel carriers via Matflo CMS, to enable
ship-to customer proposition (see Delivery Management Section,
page 30)
• Monitor in-store fulfilment activity from a centralised
fulfilment dashboard
• Enables back of store controlled inventory location management
• Reduces time & cost to fulfil
Matflo In-Store
enables you to
leverage your existing
store inventory and
labour resources
to maximise omni-
channel sales and
improve the customer
experience.
20 21

13. Home Delivery Grocery
These solutions occupy a niche incorporating functionality derived from
both the warehousing and in-store worlds, including, but not limited to:
• Full support for automation solutions: conveyor-supported zonal
picking, Goods to Person pick stations, high throughput storage
and retrieval systems (shuttle, miniload) etc.
• Communication with connected retail systems: global inventory,
store replenishment, web order capture and management,
transport planning and scheduling, in-vehicle delivery systems,
payment systems
• Maximised transport van utilisation through volumetric planning
• Highly optimised picking solutions (pick trolleys, compressed
pick walks)
• Interoperability with existing in-store inventory
• Single /multi-temperature delivery handling
• Highly dynamic fulfilment to handle up-to-the-minute order planning
onto van routes
• Inventory date management
• Customer delivery documentation
Through our long history of providing
fulfilment solutions to major grocery
retailers both in the UK and abroad,
DAI have become one of the leading
providers of home delivery grocery
fulfilment solutions. At the most specific
level our offerings can be separated
into two solutions:
• Matflo FCMS (Fulfilment Centre Management System) – with
strong similarities to warehouse management systems, FCMS
delivers management of dedicated grocery online fulfilment centres
(sometimes termed ‘dark stores’)
• Matflo In-Store – delivers fulfilment of home delivery grocery
orders from stores
22 23

14. “… Every little
helps …”
24 25

15. A flexible and efficient warehouse management system is the key
element underpinning the supply chain. Matflo WMS integrates
planning, operations, people and equipment to provide unprecedented
levels of flexibility, labour efficiency and fulfilment accuracy in
the warehouse.
Gatehouse to Gatehouse Capability
Matflo systems have added a new dimension to the traditional
scope of standardised WMS packages. Based on field proven
software modules but configured precisely for the customer, they give
gatehouse to gatehouse capability. With a large installed customer
base, our solutions are renowned for their high availability and low
lifetime cost of ownership.
Operanally-oriented User Interface
The Matflo Operationally-oriented User Interface provides intuitive
visualisation and control of warehouse processes. Far more than just
queries, lists and detailed data, it provides information structured in a
way which allows operational management teams to instantly visualise
outstanding workload and current achievement.
Distribution Centre Management
DAI’s best-in-class Matflo WMS
(Warehouse Management System)
provides a total software solution
for the management of a
Distribution Centre.
26 27

16. Distribution Centre Management
eCommerce and omni-channel need specialist WMS
functionality, including:
• Ability to handle diverse order types with highly different
characteristics - eCommerce vs retail replenishment
• Diversity of handling - cases, retail units, large palletised
items etc.
• Dynamic order processing; order flow is highly dynamic in
nature. WMS should re-evaluate the order well at frequent
intervals - ‘one wave per day’ won’t allow you to meet rapid
delivery service levels to customer
• Replenishment logic which factors in product historical
movement speed, real-time order demand, and continually
re-prioritises accordingly
• Picking solution must be efficient for multiple small orders;
e.g. trolley, cluster and ‘batch order’ picking
• Voice picking option for both productivity and accuracy
(Visual RF less productive but accurate; paper productive but
inaccurate)
• Larger volume operations may have a strong business case
to invest in automation e.g. goods-to-person picking solutions
with automated storage; today’s solutions are highly modular
and scalable
• Integration with carrier management system to provide
dynamic carrier selection, accurate order prioritisation,
parcel labelling etc. typically during packing operation
• Scan-packing
• Support for carrier sortation post-packing
• Support for ratio packs and composite SKUs etc.
Our biggest Matflo
WMS deployment
controls an automated
site bigger than 15
football pitches.
28 29

17. Delivery Management
The Matflo CMS (Carrier Management System) is the most flexible,
configurable and performance-oriented CMS on the market. It
integrates the eCommerce website, Warehouse Management System
and parcel carriers’ systems to give you complete control and visibility
of the home delivery process, from the point of customer checkout all
the way to delivery.
Uniquely within the market place of carrier management solutions,
Matflo CMS has been specifically engineered to meet the rigours of
high volume enterprises, giving you assurance that as your business
grows, Matflo CMS will continue to perform optimally.
• Seamless integration with the many UK and international carriers
• Program of continual on-boarding of new carrier services
• Complete flexibility and visibility through a fully configurable
solution - able to grow with you
• Proven business critical support infrastructure to address issues all
year round up to 24x7
In the eCommerce world, successful home
delivery is key to the customer experience.
CMS Baseline
Matflo CMS is structured in such a way to allow complete flexibility in
your purchasing decision. You buy what you need now, and are then
able to add components as your requirements evolve.

The baseline delivers:
• Carrier allocation service selects the most appropriate carrier
based on a flexible and configurable rule set including product
characteristics, postcode, weight, order value, carrier capacity
management and others
• Automatic gazetteer import for carrier routing determination
• Configurable geographical areas provide full override over stated
carrier capability
• Real-time carrier label generation to carriers’ standards
• Electronic manifest generation and transmission to carrier
• Carrier tariff management and determination of delivery charge
• What-if evaluation of changes to the rules configuration
• Management Information and report building via industry-standard
open database access
• Single or multi-site operation; separate configurations for each
• Create configurations for direct suppliers
• Handle labelling for Click & Collect parcels and integrate with
your own fleet
• High performance – Matflo real-time architecture enables sub-
second provision of delivery options and carrier labels, enhancing
the customer experience and maximising warehouse productivity
• ‘Pay per component’ – to help minimise lifetime costs you only pay
for the components you use
The Matflo CMS
(Carrier Management
System) is the most
flexible, configurable
and performance-
oriented CMS on
the market.
30 31

18. CMS Component Options
Options can be bolted on to the Baseline to enhance CMS functionality.
These are available to purchase separately.
Delivery Options Service
• Integration of valid delivery options to a connected fulfilment
website in real-time during the customer check-out process
• In conjunction with fulfilment determination provides a powerful
solution to dynamic delivery options for complex multi-line orders
• Bring greater choice of delivery options to the customer including
Click & Collect, standard, nominated day, and courier pick-up etc
Track & Trace
• Parcel tracking via integration into carriers’ systems
• Centralised repository for parcels tracked across multiple carriers
• Configurable alerting in the event of risk to delivery promise
Email / SMS Alerting
• Alert propagation to customer via email / SMS
• Configurable alert triggers and email / SMS templates
Electronic Bookings
• Collection bookings transmitted electronically to carriers
• Returns collections
• Courier pick-up
Export
• Export documentation for international shipments
• CN22, CN23 and commercial invoice documentation
• Electronic transmission to customs authorities
CMS business benefits include
• Remove the burden of carrier integrations: we do the integration,
you don’t need to
• Save money by ensuring that the most appropriate carrier service
is selected automatically
• Control parcel volumes in a multi-carrier business environment
– deliver on carrier tariffs and switch parcel volumes between
carriers with immediate effect
• Improve the certainty of delivery options offered and meet your
delivery promise
• Track & Trace and configurable alerting drive enhanced customer
service, minimising late and missed deliveries
Delivery Management
...and many
more…
32 33

19. Transport Solutions
Matflo Hub
The Matflo Hub is an integrated set of configurable product
components that address the management and control of an
operational hub.
Automated Gatehouse
• Automated gatehouse significantly speeds up driver entry and
exit to yard or quayside, thus increasing site throughout and daily
receipt and despatch capacities.
Slot Booking
• A collaborative web portal enabling hauliers to book inbound and
outbound deliveries to and from fulfilment centres, fully supportive
of multi-haulier operating scenarios.
Quayside
• Optimised control of a quayside, including integration with weigh
bridges and load cells, and also supporting the automated manifest
creation process.
Yard Management
• Manages yard and loading bay locations to provide complete
tracking and traceability for movements into and out of the yard,
for operations ranging from single vendor to multi-party
distribution operations.


• Book your own delivery spot. Hauliers can manage their own
delivery slots, which reduces site management admin overheads
• No trailer congestion. Smoothed flow into, within and out of the
yard preventing trailer congestion in and around the site
• Reduced trailer ownership costs. Same movement volumes with a
smaller fleet, due to operational improvements
• Reduced labour costs. Automated gatehouse operates unmanned,
delivering significant labour savings
• Reduced overhead costs. More efficient use of yard can minimise
overall space requirements
• Productivity increase. Rapid location of drivers and increased
bay utilisation through ability to effectively plan and action
management control
In the current economy, successful management
of transport can have an enormous impact on the
profitability and success of your organisation.
Transport Solutions impact both movements within the confines of the Distribution
Centre, and beyond the Distribution Centre. The latter is addressed through Matflo
TMS (Transport Management System) (see pages 36 to 37) while the former
by Matflo Hub detailed on the following page.
34 35

20. Transport Management
The Matflo TMS (Transport Management System) is highly flexible,
configurable and performance oriented. It integrates into any
Warehouse Management System including DAI’s Matflo WMS
(Warehouse Management System), and any dynamic scheduling
tool to give you complete control and visibility of your transport
requirements, fleet management and workforce requirements.
• Auto-planning Service selects and generates trips based on
current route options, restrictions for weight and capacity limits.
Trips are automatically adjusted on receipt of amendments. Auto-
calculation of drops, delivery times, and trip times
• Designation and control of cross-dock including specification and
planning of cross-dock orders
• Cross-site/multi-site control
• Control and planning of collections and other types of
transport work
• Virtual fleet planning allows manipulation of trips against a
virtual fleet prior to actual resource allocation
• Automatic dynamic route import from external scheduling system
• Real-time interfaces to WMS and all linked solutions
• Driver run sheet generation and other required documentation
• Management Information and report building via industry-standard
open database access
• Telematics integration, to integrate external in-cab solutions
for up-to-date visibility of arrival and departure times
• Driver and vehicle management provides control of driver and
vehicle allocation to trip
• Resource scheduling - use of own fleet or 3rd party hauliers
• Debrief functionality provides recording of on-time and
in-full information
Transport Solutions
36 37

21. Matflo CMS
The returns process is frequently initiated via the retailer website. A
typical scenario is supported by CMS as follows:
• Customer accesses retailer website to initiate return process
• Website places call to CMS Delivery Options Service in real-time to
establish set of available returns options, including return via Post
Office, parcel shops or collect from customer premises
• CMS configurable rules engine controls options offered e.g. collect
from customer premises might only be offered for large or heavy
items e.g. white goods, furniture
• Customer selects returns option
• For own fleet collection, CMS can provide own fleet carrier /
address label
• DC WMS is pre-advised of inbound return
• For collections from customer premises by parcel carrier, CMS
Electronic Bookings option can be used to book collection
electronically, removing the need for customer service organisation
to request collection by phone
Returns
An efficient returns process is key to
eCommerce operations. The level of
returns in some sectors can be high,
particularly in the fashion sector. Matflo
software components support the
Returns process at all stages.
74% of purchase
decisions are
influenced by your
return policy
before buying.
Matflo WMS
• Receipt of inbound return pre-advice
• Checking of received items against pre-advice, or blind receipt
• Return status determination, including return to good stock,
rework or scrap
• Management of QC status and release for items returned
to good stock
• Communication to Global Inventory of available returned inventory
• Handling of returned item putaway, including sortation by
destination zone, aisle etc.
• Handling of returns locations including multi-SKU,
limited SKUs, limited quantity and like-SKU segregation etc.
38 39

22. We Make It Easy
We undertake to support your system,
regardless of the level of customisation,
for its operational lifetime. We are
proud of our 100% track record of
achievement in this respect for our
installed Supply Chain systems dating
back over 25 years. Matflo systems are
designed for real-time mission-critical
applications and require the highest
available support service level.
We deliver up to 24x7x365 support worldwide to our installed
customer base via a dedicated support team backed up by experts
in your particular site application. We offer a range of Service Level
Agreements which provide telephone and email based operational
support. Matflo operational support is managed by our UK-based
Response Co-ordination Centre (RCC).
The RCC is a dedicated team of engineers trained to diagnose and
resolve the majority of system issues. The RCC also administer our
proprietary issue management, escalation and system monitoring tools.
In office hours, calls and emails are taken by the RCC. Out of office
hours, calls are routed to on-call specialists. The out-of-hours service
is focused on ‘keeping the system running’, i.e. providing immediate
resolution to the operational issue.
Our on-call specialists are part of a team that were involved in the
design and implementation of the specific system they are now
supporting. As well as providing out-of-hours services, they assist the
RCC with high level problem diagnosis and resolution during normal
office hours where necessary. Our Account Managers are part of a
team of software management professionals dedicated to ensuring our
customers’ support, training and system enhancement requirements
are met.
We deliver up to
24x7x365 support
worldwide
40 41

23. KPI Reporting
DAI Account Managers meet with our customers at frequent
intervals to review performance against an agreed set of KPIs.
These typically include:
• Contact volumes
• Response times by severity class
• Resolution times by severity class
• Headline incident summaries (time/date, severity, brief description)
• Detailed incident summaries
• System availability
• System performance
Managed Services
DAI provide a range of managed services allowing us to take full
responsibility for outsourcing of infrastructure.
• Managed hosting
• Server management
• Server support
• Software service management
We Make It Easy
Overview
In summary, a Service Level Agreement for support provides
the following services: • ITIL based internal processes
• Email and telephone assistance with operation of the system
• Secure VPN access to customer systems
• Remote online investigation and recovery of system failures
• Response time service level to calls
• Escalation service back-up
• Investigation of all reported problems (whether a software
fault or not)
• Ongoing monitoring of system resource utilisation
• Ongoing support service reporting
• Ongoing configuration control of application software
42 43

24. Tel: [phone]
E-mail: [email protected]
www.dai.co.uk/supplychain
Linkedin.com/company/dai-digital-applications-international
Contact
Manchester Milan Court Bird Hall Lane Stockport SK3 0WZ
London
Axtell House
24 Warwick Street
London
W1B 5NQ
Aberdeen
3 Kingshill Park
Westhill
Aberdeenshire
AB32 6FL
Basel (Switzerland)
Clarastrasse 15
Postfach
CH-4005 Basel
44

25. A Different Approach
Our unique Software Component Registry (SCR)
allows us to build customised solutions from standard
components. All solutions are flexible to meet your
specific needs and build in competitive advantage.
Lifetime Support
We guarantee to support your system, regardless of
the level of customisation, for its operational lifetime.
Upgrades are optional and we never force you to
upgrade in order to retain supportability. We provide our
customers with the highest service levels.
Quality
We are accredited to ISO 9001.
High Performance
Matflo software is designed for real-time mission-critical
applications. The architecture enables sub-second
performance, maximising productivity.
Customer Focused
MSB/SC/15
FM 01458
www.dai.co.uk/supplychain
London | Manchester | Aberdeen | Basel