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					software | integration | outsourcing
Introduction ........................................................... 4
      Basic info ...................................................................................5
      Branches: ...................................................................................5
      General structure of the Company .....................................................6

Company profile ...................................................... 7
      Resources...................................................................................8

          People ...................................................................................8
          The layout of Talex plot ............................................................ 10
          Office building ....................................................................... 10
          Logistic and Storage Center ........................................................ 11
          Existing electricity system ......................................................... 11
          Communication system ............................................................. 12
          Data processing center.............................................................. 12
          New office building.................................................................. 13

IT Systems Integration .............................................. 14
      Implementing Microsoft solutions .................................................... 15

          Implementing basic IT systems for corporations................................ 15
          Centralized management systems ................................................ 15
          Integration, migration and consolidation of environments ................... 15
          Disaster Recovery, high availability, backup .................................... 16
          Audits, analysis, implementing security solutions.............................. 16

      Virtualization and consolidation ...................................................... 16
      Backup and recovery ................................................................... 17
      Corporate networks..................................................................... 17
      IT Security................................................................................ 18
      Examples of hardware, software and infrastructure integration projects..... 18
      Rollouts ................................................................................... 19

          Examples of rollout projects ....................................................... 20

Software Production................................................. 22
      Software to manage and control processes running in the company ........... 23

          iChange ................................................................................ 23
          Importer ESPI ......................................................................... 24
          Umowy (Agreements) ............................................................... 24
          Sekretariat (Front Office) .......................................................... 24
          SZReK .................................................................................. 25
          CostCenter ............................................................................ 26
          SWZ (Purchase Support System) ................................................... 27
          Flota (Fleet) .......................................................................... 27


Talex – general information                                                                         2
          SWOR - System supporting management of court trial sessions.............. 27
          Kurator (Probation officer)......................................................... 28

      Custom software dedicated to financial institutions.............................. 29

          Credit Delivery ....................................................................... 29
          Rating Tool............................................................................ 30
          T-Kiosk................................................................................. 31

      Software based on Business Intelligence, Workflow and Data Warehouses ... 32

          BPro .................................................................................... 32

Outsourcing ........................................................... 34
      Collocation ............................................................................... 36
      Hosting.................................................................................... 36
      Virtual Private Servers (VPS) .......................................................... 37
      Recovery Center......................................................................... 37

          High availability and business continuity ........................................ 38
          Monitoring............................................................................. 39

      Infrastructure outsourcing ............................................................. 39

          Business Continuity .................................................................. 40
          TALDESK – tool to manage service requests ..................................... 42

      Examples of outsourcing projects .................................................... 45

Concluding remarks ................................................. 47




Talex – general information                                                                          3
Introduction
This document is aimed at presenting TALEX S.A. as an IT company that offers a wide range
of advanced services. It also shows how TALEX differs from other companies of similar type.
Being a medium sized company, TALEX is able to easily adjust to specific requirements of its
clients. This flexibility is of great advantage as it allows quick decisions in today’s hectic time
controlling business markets.

Management of TALEX S.A. puts great emphasis on knowledge and skill of company’s
engineers. To be in the front line of advanced technology, they participate in various courses
and conferences, take examinations that prove their knowledge and give authorization to
perform advanced servicing of hardware, infrastructure, systems and applications. This
knowledge and skill is confirmed by many certificates from the renowned vendors of
hardware and software. Close cooperation between TALEX and Poznan University of
Technology provides additional insight into present research projects and allows predicting
future trends. This makes possible to make plans and prepare for future demands of the
markets. Quite often graduate students of IT department start their work at TALEX to quickly
materialize their theoretical knowledge.

Main fields of TALEX activities – IT systems integration, outsourcing and software
development, which are described further in this document – require specific resources that
must be reliable, safe and easy to expand. TALEX owns almost three hectares of area
conveniently located in Poznan, outside the busy traffic of the city center but with easy
access to the main lines of communication. The company is located in buildings that were
designed from scratch and constructed to meet specific needs of performed tasks and
services. Those resources – buildings and infrastructure – are under constant development.
We look far into the future. Blueprints of a new building are ready and having already
permission from local authorities, we can start building if the need arises.

This document consists of three parts:
       • This introduction
       • General information about TALEX, its employees, competences and resources
       • Description of TALEX main activities

This document is intended to our clients and partners - present, future and potential. We in
TALEX are always open to new challenges. In this way we can not only prove our
competence, skill and reliability but most of all to increase our knowledge and to share ideas.




Talex – general information                                                                       4
Basic info
 NAME:                        TALEX Spółka Akcyjna

 ABBREVIATED NAME:            TALEX S.A.

 LEGAL STATUS:                Joint Stock Company

 DATE OF FOUNDATION:          1989

 REGISTRATION:                District Court in Poznań, Economic Department XXI of
                              the National Court Register, under the number KRS
                              0000048779
 SHARE CAPITAL:               3,000,092 PLN

 MANAGEMENT BOARD:            Janusz Gocałek – President of Management Board
                              Jacek Klauziński – Vice President of Management Board
                              Andrzej Rózga – Vice President of Management Board
                              Rafał Szałek – Member of Management Board
 ADDRESS:                     TALEX S.A.
                              ul. Karpia 27D
                              61-619 Poznań, Poland
                              Tel.: (+48 61) 827 55 00
                              Fax: (+48 61) 825 55 99
                              http://www.talex.pl
 NUMBER OF EMPLOYEES:         180 (2005), 174 (2006), 167 (2007), 220 (2008), 240
                              (2009)
 REVENUES IN MILLION PLN:     112.7 (2005), 81.6 (2206), 134.1 (2007), 131.5(2008)



Branches:




Talex – general information                                                           5
General structure of the Company




Talex – general information        6
Company profile
We are an integrator of advanced information systems. We have been operating in the Polish
market since 1989 and we have taken part in many projects; each time helping our clients to
optimally utilize their information system for business development. We offer complex IT
outsourcing services, using the competence of our engineers and secured infrastructure of
our Data Center.

We deliver integration projects, which require skills and competence in system integration
and IT in general. We develop and implement applications, which facilitate and optimize
business processes; we deliver dedicated and “tailored” solutions. Talex implemented ISO
9001:2000 quality management system as well as ISO 27001:2005 security management
system. Talex received numerous awards and distinctions, among others Good Company,
Forbes Diamonds, Business Gazelle and Leading Poznan Enterprise. The company is listed on
Warsaw Stock Exchange.




Talex – general information                                                               7
Resources

People
People are our most important “resource”. Presently Talex employees 240 people, majority
of who have higher technical education. The company is a very attractive employer in the
local market. For many years Talex has been cooperating with higher education institutions
in Poznan, offering graduates the possibility to develop their professional career in the
company. Talex staff has high competence in the technology of leading global hardware
producers (e.g. IBM, HP, Cisco) and software vendors (Microsoft, VMWare, IBM), proved by
numerous certifications and specializations.

Most important certificates:

AIS – HP Accredited Integration Specialist
ASE – HP Accredited Systems Engineer
APS – HP Accredited Platform Specialist
ASP – HP Accredited Sales Professional
ASC – HP Accredited Sales Consultant

CCNA – Cisco Certified Network Professional
CCDA – Cisco Certified Design Associate
CCNA – Cisco Certified Network Associate
CCIE – Cisco Certified Internetwork Expert
IPTSS – IP Telephony Support Specialist
IPTDS – IP Telephony Design Specialist

IBM Certified Specialist:
      iSeries Technical Solution Design
      iSeries Technical Solutions Implementation
      iSeries Command Operations
      iSeries System Administration
      pSeries Advanced Technical Expert
      pSeries AIX System Administrator
      pSeries HACMP for AIX System Expert
      DB2 Universal Database Administrator
      System Administrator – WebSphere

MCP - Microsoft Certified Professional
MCSE - Microsoft Certified Systems Engineer
MCSA – Microsoft Certified Systems Administrator
MCDBA - Microsoft Certified Database Administrator
MCAD – Microsoft Certified Application Developer
MCSD – Microsoft Certified Solution Developer




Talex – general information                                                              8
VMware Enterprise Partner
Gold VMware Authorized Consultant
VMware Certified Professional
VMware Sales Professional - Server Consolidation
                            Desktop Manageability
                            Business Continuity
      This is the highest status among Partners in Poland

Information Technology Infrastructure Library (ITIL)
Managing IT services

Managing projects according to PRINCE2 methodology
PRINCE2 Foundation
PRINCE2 Registered Practitioner


Knowledge and skill of our engineers as well as the quality and security of provided services
have been confirmed by ISO 9001:2000 and ISO 27001:2005 certificates




Talex – general information                                                                 9
The layout of Talex plot




Total area of the plot – 27,210 m2

Office building
The Office building has 2,446 m2 of space available. Training halls, technical and service
rooms, server rooms as well as storage rooms are located on the ground floor of the 3-.
storey building. The building administration rooms are located on the first floor. Office rooms,
so called “open office area”,
are on the second floor. The
building can accommodate a
maximum of 115 people.

The central point of the
building is the Data Center.
Equipped          in    Lampertz
technology, the IT room has
independent air conditioning,
ventilation, power supply and
fire protection systems. The
facility fulfills very restrictive
security standards and fully
complies        with    technical
requirements of IBM for such
facilities.




Talex – general information                                                                   10
Logistic and Storage Center
The Logistic and Storage Center is located next to the main office and is the main storage
and transport resource for our company. The center is divided into two parts: office space
and storage section.

The office space can be used for storing services, drivers
and has room for logistic staff as well as conference room.
Hardware technical service team is also located here. The
team handles, among others, withdrawn computer hardware.

The storage section, with 800 m2 space area, is a typical tall
warehouse. It contains special racks capable of storing
goods on three levels of europallets.
The Storage Center has 3 gates that enable logical division
of the space into three separate sections. This allows loading
and off-loading goods in specific place. The construction of
the sections is flexible. Resources from one section can be
moved to another if needed. This gives the possibility to
increase the store space very fast and effectively.

Existing electricity system
The safety of power supply is protected by the following components:
       • Two independent medium voltage (MV) power lines
       • Two private transformer stations
       • Dual section switchboards with loop-back system (if one MV power line from one
          transformer fails, supply will be switched to the second MV power line),
       • (N+1) redundant power generators backing up two MV power lines,
       • Two sets of UPS, each in (N+1) redundant system, which help the fulfillment of
          very restrictive energy parameters during switch over,
       • External power generators




Talex – general information                                                              11
Communication system
        • 3 separate fiber-optic links and radio access links
        • Possibility to connect to all major telecommunication operators
        • Decentralized telecommunication nodes between Talex buildings. These buildings
          are connected by internal (private) fiber-optics links.




Data processing center
The key part of the office building is the Data Center. Separated by access routes, the Center
is the most strictly protected area in the building. The data processing center is divided into
4 sections:
        • Monitoring
        • Test area
        • Technical area
        • IT room (main server room).
This division allows flexible configuration and tuning of systems in the test area. Servers
prepared in this way finally are placed in the main server room, where access is controlled by
very restrictive security standards and procedures.

The IT room was equipped with Lampertz
security technology under the supervision of
IBM engineers. The center was awarded
certificate of compliance with IBM standards
for data processing centers. The whole
room was designed using technology, that
ensures:
         • Fire    resistance    (     external
           temperature 1100 degrees Celsius
           for 1.5 hours)
         • Mechanical resistance (resistant to
           pressure, flooding)
         • Protection against excessive humidity
         • Constant temperature (precise air conditioning, which maintains temperature and
           humidity at a constant level)
         • Fire protection system (fire extinguishing using gas safe for people and equipment)
         • Restrictive access control (access card system, 24 hour security protection, CCTV
           monitoring).


Talex – general information                                                                   12
New office building
We have ready plans for expanding the office building in our park. We are planning to build
new, larger office building, with total space of 4,510 m2. We have complete architectural
design and all permits required to start investment. This allows us to offer very shortly, a
complete office infrastructure, that fulfills highest standards of safety and comfort. The new
facility will be located south of the existing office building, where employee car park is
presently situated. The building will be connected by communication routes on the ground
floor. The main entrance to the whole building will be moved to the east side of the newly
designed section. The architectural design adopted is a composition of geometrical blocks
merged in two planes: horizontal and vertical. First: North-south axle, bound by southern
entrance with a dominant in the form of glass staircase of the existing building. Second:
East-west axle bound by newly designed entrance from the east side, accented by block of
hall going through every storey and crowned with a vertical accent – panoramic lift in a
cylinder space, opening into the hall.




Talex – general information                                                                  13
IT Systems Integration
Talex has participated in a number of integration projects ranging from server and storage
integration, high availability clusters implementing, to networks designing and building,
software optimizing and testing, and mass roll-outs. All of these projects has been highly
rated by our partners, and each time competence, skills and deep knowledge of Talex’
consultants and engineers where stressed.

We offer integration at different levels – hardware, operating systems, infrastructure and
application. Our engineers have knowledge and skills confirmed by certificates of renowned
hardware and software vendors to apply most advanced solutions.

Generally we provide:
      • Complex consolidation and virtualization of server environments
           o VMware vSphere 4
           o Microsoft Hyper-V
           o Citrix XenServer
           o IBM Power Systems (PowerVM,
              PowerHA)
      • High availability solutions and Disaster
          Recovery
           o Server clusters
           o Data replication
           o Recovery procedures
           o Computational power of Cloud
              Computing
           o Proprietary Data Center
      • Environment of terminals and virtual desktops
           o Complex migration of user and application to terminals environment
           o VMware View, ThinApp
           o MS Terminal Server 2008
           o Citrix XenApp, XenDesktop
           o Adapting NC / thin client station
       • Solutions for group work and Microsoft infrastructure
           o Dedicated portals of workflow and
              document      circulation     based     on
              SharePoint
           o Group work and information circulation
              at the company based on Exchange
              Server
           o Basic infrastructure elements and
              information security at the company:
              Active Directory, File&Print, ISA Server
           o Environment managing and monitoring:
              SCCM, SCOM, alternative solutions of
              Symantec Altiris
           o MSCS high availability solutions, e.g. for SQL Server engine
           o Windows Server farms of terminals

        • Infrastructure integration at all levels
           o Server platforms (HP, IBM, Dell, Sun, Fujitsu, etc.)


Talex – general information                                                              14
             o   Disk arrays
             o   SAN networks(FC, iSCSI, Converged)
             o   Central backup solutions
             o   Complex migration of physical environments to virtual

Quite often IT systems integration requires extensive testing of integration components and
their configuration. This can be done in Talex IT laboratories. We were involved in advanced
tests of IT environment to provide the best solutions satisfying client’s specific requirements,
e.g.:
        • Deployment of EMC Symmetrix and SRDF between bank locations
        • Deployment of HP9000 N4000 as the platform for a credit card management
           system
        • Deployment of HACMP cluster on IBM RS/6000 for Cortex credit card system
        • Deployment of IBM RS/6000 S80 as the platform for a central database
        • Deployment of Minibank24 architecture running on Sun Microsystems E3500 and
           E420R


Implementing Microsoft solutions
Talex is one of the Gold Microsoft Certified Partners in Poland. We offer various services
based on Microsoft software and technology (e.g. support, consulting, proof of concept,
volume licensing). For our financial clients, we have implemented corporate Active Directory
domains, Exchange mail servers, high availability MS clusters. Talex is also implementing
Microsoft SharePoint portals for collaboration and content management. We have wide and
in-depth experience in the management
of desktop technology – system
migrations, patch management, remote
administration.

Implementing basic IT systems for corporations
        • Designing and implementing document workflow systems and corporate portals
          based on SharePoint Portal Server and IIS.
        • Designing and implementing business B2B systems, data synchronization (BizTalk,
          Microsoft Identity Lifecycle Manager 2007, Microsoft Identity Integration Server).
        • Designing and implementing corporate mail servers based on Exchange Server.
        • Database solutions based on SQL Server.
        • Reporting and analysis systems based on Microsoft and Business Objects.
        • Corporate systems and business applications on demand.

Centralized management systems
        • Remote management systems based on Symantec (Altiris) and Microsoft (Systems
          Management Server/System Center Configuration Manager 2007).
        • IT systems monitoring with MOM/SCOM and NetIQ.
        • Automated desktop and server installation systems (proprietary solutions,
          Symantec Altiris, Microsoft).

Integration, migration and consolidation of environments
        • Migrating to Active Directory and integration with Active Directory.
        • Consolidation and redesign of IT environments based on Microsoft technology.


Talex – general information                                                                    15
        • Configuration and security audits.
        • Designing and implementing server farms for remote access, application
          virtualization and terminal solutions based on VMware, Citrix, Microsoft, 2X and
          ThinPrint products

Disaster Recovery, high availability, backup
        • Implementation of Windows clusters.
        • Real time backup based on Double-Take Software and Microsoft technology.

Audits, analysis, implementing security solutions
        • IT security audits and analysis.
        • Implementing anti-spam and anti-virus solutions from leading vendors such as
          McAfee, Symantec, Microsoft, TrendMicro and Sophos.
        • Implementing solutions for hardening corporate IT security based on ISA Server.

Talex has the status of Large Account Reseller (LAR) which entitles us to sell Select
Volume licenses. Also, we have the Microsoft Gold Certified Partner certificate in the
following competences:
        • Data Management Solutions — confirming our competencies in the area of
          data warehousing, business intelligence, OLAP data analysis, data mining, and
          reporting tools.
        • Information Worker Solutions — demonstrate proficiency and maximize
          revenue potential for Microsoft information worker technologies.
        • Unified Communication Solutions — confirming our competencies in the area
          of building and integrating communication systems throughout organizations.
        • Licensing Solutions — confirming our competencies in the area of license
          provisioning and management.


Virtualization and consolidation
Due to the increasing computing power of servers, their average utilization does not exceed
20%. A question thus arises - how do you effectively utilize existing hardware resources?
The answer is virtualization!

Virtualization is about separating the physical hardware layer from the operating system. It
enables a single physical machine to run multiple virtual machines, each with its own
operating system. Each virtual machine is allocated its own RAM, processor, and network
interface resources, along with an operating system and a range of application software,
whilst at the same time remaining independent from other machines. The operating system
on a virtual machine sees a complete hardware and application environment independent
from that of the physical server.

Talex is able to deploy and configure virtual environments based on solutions from:
        • VMware, the global leader in virtualization solutions.
        • Citrix, XenServer




Talex – general information                                                                16
The most often realized benefits of virtualization include:
      • Consolidation of IT environments and
         reduced hardware demands.
      • High availability of systems and
         applications.
      • Reduced downtime and the time
         needed      to   provide    on-demand
         computing power.
      • Simplification       of     environment
         administration     and    management
         procedures.
      • Reduced total cost of ownership
         (TCO) of IT infrastructures.



Backup and recovery
Data management is one of the biggest challenges facing IT professionals today. IT
infrastructures are required to support business-critical applications with zero tolerance for
downtime or data loss. To ensure that the process of data recovery is simple and reliable you
need proven technology and procedures. Talex solves major recovery challenges through in-
house expertise and world-leading products.

Our backup & recovery services include:
       • Designing and implementing backup & recovery procedures
       • Implementing centralized backup solutions
       • Secure data carriers transportation
       • Backup copies stored in our Data Center


Corporate networks
Talex designs end-to-end corporate computer networks. We have experience in
implementing projects of various sizes and in many technologies. Our solutions are based on
hardware from reputable manufacturers (e.g. CISCO, Molex, Krone) to ensure the highest
level of quality and security.

Talex implements projects in the following areas:
       • LAN, WAN, and MAN networks.
       • Building Internet nodes.
       • Building WLANs (wireless local-area networks).
       • Building VPNs (virtual private networks).
       • Broadband DWDM systems.
       • Network infrastructure migrations.
       • Voice transmission through IP networks and IP telephony.
       • Structural cabling.
       • Security systems: surveillance TV, CCTV monitoring, alarm systems, access control,
         mechanical protection and integrated protection systems.




Talex – general information                                                                  17
IT Security
IT system security is a key area of a company's ability to function. A company's immunity to
attacks against its resources, determines the safety of transactions, operations, and ongoing
activities. That is why proper and effective protection of the IT environment is so important.
Correct deployment of an IT security policy requires comprehensive knowledge of many
areas, such as operating systems, applications and communications. In such a critical area, it
is worth having a proven partner capable to ensure the necessary levels of protection.
Talex offers several options to improve the level of IT security for organizations. They
include application solutions, hardware solutions, and end-to-end security policies.

The services provided by Talex, among others, cover the following areas:
       • IT environment centralization to the extent of account management and
          authentication based on Active Directory services.
       • Designing secure mail infrastructure.
       • Environment security analysis and auditing.
       • Deploying IT environment management mechanisms (MS MOM, MS SMS, MS ISA
          Server).
       • Remote 24/7 monitoring of critical services and servers.
       • Deploying mechanisms for data archiving, automatic patch distribution, and remote
          workstation installation.


Examples of hardware,                         software         and       infrastructure
integration projects
        • Automation of credit delivery for individuals process (decision rules, scoring cards,
          workflow management)
           o integrated products: Strata, MQ Series, XMLink, WebSphere
           o customer: bank

        • Automation of determining ratings of bank customers (Basel II requirements) and
          behavioral scoring
           o integrated products: Strata, MQ Series, XMLink, Tuxedo, DB2
           o customer: bank

        • Deployment of analytic and reporting environment (Front-end and back-end
          scoring reports)
           o integrated products: AbInitio, Business Objects
           o customer: bank

        • Deployment of a warehouse and an application to control the budget of the bank
           o integrated products: Red Brick, Data Junction, Oracle, Teradata
           o customer: bank

        • Deployment of SAP (project run by a consortium); TALEX tasks: data cleansing
          process
           o integrated products: SAP Business Warehouse, Oracle, MS SQL, Leon (TALEX
              proprietary application)
           o customer: utility company




Talex – general information                                                                   18
        • Deployment of an analytic and reporting system based on balanced score cards
           o integrated products: MS SQL, Business Objects, InfoTal, Leon (the last two
              are TALEX proprietary applications)
           o customer: utility company

        • Automation of preparing reports for the Securities and Exchange Commission and
          stock exchange authorities
           o integrated products: Customer proprietary ERP and warehouse systems, Excel
               worksheets
           o customer: investment fund

        • Deployment of Microsoft Office SharePoint Server farm for Warta S.A.:
           o 10.000 users
           o High availability and scalability
           o Applied solution:
                   multilayer MOSS farm
                   File migration from FileNet
                   Dedicated portal for presentation and information/data exchange
        • Project of migration and extension of MS Exchange organization for WARTA S.A.
           o Migration of organization to Exchange 2003
           o Providing secure access from zones of limited confidence through OWA
        • Project of domain modernization and mail systems for WARTA S.A.
           o 3500 e-mail boxes
           o Consolidation of many mailbox servers

        • ARI@DNA system based on IBM DB2 Data Warehouse Enterprise Edition
           o System to manage data warehouse
           o Provides access to current data stored in central database
           o Integrates data from many distributed source systems
           o During loading data checks links between different scopes of data


Rollouts
Today IT environment has to follow changing business needs, software and systems
upgrades. The pressure to keep up with the business' expectations makes IT departments to
change the way they work. For companies which are about to upgrade theirs hardware
infrastructure, Talex has prepared rollout services.
Rollout is a mass deployment of IT hardware including pre-installation, logistics, installation
at client's offices, as well as de-installation and utilization.

Rollout – stages:
      • audit of existing infrastructure, hardware stocktaking– Talex prepares a
         complete report of auditing branches with detailed list of equipment to withdraw
      • collecting hardware – being a partner of main IT hardware producers Talex
         negotiates best offers and buys the equipment
      • configuring and installation – workstations and servers are preinstalled at
         Talex' Rollout Factory with accordance to client's specification
      • implementing – at the agreed term the hardware is installed at final locations.
         The process may be performed at weekends or outside working hours not to
         disturb any normal activity of the staff
      • recycling– the withdrawn equipment and hardware are transported to Talex'
         Logistics Center where it is utilized and recycled where possible. The data stored


Talex – general information                                                                   19
          on HDD is erased and destroyed permanently with degaussing or physical
          destruction
Talex owns the Rollout Factory and Logistics Center which allow multiple (even hundreds)
workstations and servers preparation in a limited time. Due to pre-installation process the
hardware may be installed at final location during a single day. It may be also run during a
night or weekend, so that it doesn't interrupt normal working hours. We have developed
dedicated software and special procedures that allow a real-time monitoring of the whole
process. Project managers have up-to-date information and data from any local branch or
office.

Examples of rollout projects

Rollout BZWBK
Complete hardware replacement in Banks'
branches across the whole Poland to allow implementation of the new centralized IT system.
Time frame: 2001-2003, rollout has been run during 38 weekends
Scope:
       • 427 branches and outlets
       • 12 258 pcs of installed hardware
       • 6 730 workstations
       • 488 servers
       • 3 419 printers
       • 1 137 pcs of network devices
       • 484 scanners
       • 25 926 pcs of withdrawn hardware

Rollout ING
A rollout of IT infrastructure to implement a centralized
CEDS (Common European Desktop Services) - desktop
management system.
Time frame: 2005
Scope:
       • 329 branches and outlets
       • 5 761 pcs of installed hardware
       • 5 446 workstations
       • 315 servers
       • 5 045 pcs of withdrawn hardware

Rollout Millennium
A mass rollout of computer hardware at all bank's branches.
Time frame: 2005, work carried out in 2 months
Scope:
       • 301 branches and outlets
       • 3 067 pcs of installed hardware
       • 2 463 workstations
       • 301 servers
       • 303 network printers
       • 2 463 pcs of withdrawn hardware




Talex – general information                                                                20
Rollout KB
Rollout of IT infrastructure in headquarters and branch
offices.
Time frame: 2007-2008
Scope:
         • 20 headquarter units
         • 80 branches
         • 280 outlets

Installed:
        • 3 894 sets of computers
        • 1 180 printers
        • About 90 tons of withdrawn hardware

Ministry of Education – School Libraries
To provide, install and configure hardware and software located at the libraries of primary
and high schools. The project was sponsored by European Social Fund.
Time frame: 2006, work carried out in 54 days (work days only and during working hours)
Scope:
       • 841 libraries all over Poland
           o More than 3000 pcs of installed hardware
           o PC workstations
           o Servers
           o Multifunction devices
           o Structural cabling
           o Internet and WAN network connection
           o System and educational software
           o User trainings
       • 54 service teams working simultaneously
       • Central project management
       • EU procedures and detailed reporting
       • 36 months warranty (SLA)

Ministry of Education – Internet Laboratories for schools
To provide, install and configure hardware and software located at the Internet laboratories
of primary and high schools. The project was sponsored by European Social Fund.
Time frame: 2007, work carried out in 60 days (work days only and during working hours)
Scope:
       • 878 laboratories
       • More than 5000 pcs of installed hardware
           o PC workstations
           o Servers
           o Multifunction devices
           o Structural cabling
           o Internet and WAN connection
           o System and educational software
           o User training
       • 62 service teams working simultaneously
       • EU procedures and detailed reporting
       • 36-month warranty (SLA)



Talex – general information                                                                21
Software Production
Software production and implementing is an important area of Talex’ operations on behalf of
its clients, particularly in banking and financial market. Talex provides a wide portfolio of its
dedicated software products which covers areas of risk management, business process
management, workflow and document management.

Our products can generally be divided into three main categories:
        • Software to manage and control processes running in a company
        • Custom software dedicated to financial institutions
        • Software based on Business Intelligence, Workflow and Data Warehouses
Those categories intertwine as we develop products that are general in their nature and can
be easily adapted to specific needs of our clients.




Talex – general information                                                                     22
Software to manage and control processes running in the
company

iChange
iChange is the system to manage projects and tasks.

    •   It provides space for tasks, information and documents exchange
    •   Allows to control project status by project managers and steering committees
    •   Keeps required level of confidentiality




Talex – general information                                                            23
Importer ESPI
Importer ESPI addresses the needs of quoted companies and enables quick and easy
generation of stock-market reports compliant with ESPI (electronic information transfer
system), from the company data stored in ERP systems, Excel sheets, or data warehouses.
As a quoted company, Talex itself is obliged to use the ESPI system. Leveraging our
experience with similar projects (such as FSE — data transfer from Excel to the EMITENT
system), we have developed two programs: ESPI Importer and ESPI B2B Importer.
Automation of the report generation process eliminates errors which might occur in reports.




Umowy (Agreements)
The application is designed for the enterprises that keep company documents in an
electronic form or that plan to introduce a solution of this type. The system allows to create
a database of scanned contracts and contracting parties, to which these contracts apply. The
system is a user-friendly application, which is handled with the use of an Internet browser.
It allows to create a database of contracting parties, containing all hitherto signed contracts.
In this database, there are both individual scanned pages of a contract as well as a text
description containing basic information on this subject. Thanks to this, there is a possibility
of quick finding of a given contract and all other contracts connected with it.

Sekretariat (Front Office)
The Sekretariat system supports the process of organizing and managing documents
incoming and outgoing to/from the company. It registers documents electronically and thus
enables establishing a central repository of mail correspondence for the whole organization.
Both incoming and outgoing documents are cataloged and registered under specific
categories. The application provides a user-friendly interface which enables fast retrieval of a
specific document against any criteria, such as internal number, contractor name, receipt
date, subject, etc.

Features:
       • storing electronic copies of all incoming and outgoing documents
       • definable relationships between documents
       • flexible definitions of access to documents for users and groups
       • unambiguous assignment of the document status


Talex – general information                                                                    24
        • extensive search engine to
          retrieve documents
        • adding keywords to a
          document
        • registration of the date and
          time of the last modification
          of a document
        • contractor list with the
          correspondence history
        • web-based           interface,
          providing access to all
          functions through a web
          browser
        • automatic notification (via
          e-mail) of document adding,
          redirecting, or closing
        • viewing the document flow history
        • access to the document redirection report, with the possibility to check the time of
          document processing by a given employee.

SZReK
The SZReK system enables automation of processing requests, complaints, and comments in
the company or another organization. It makes it possible to define paths for the complaint
processing and to automate the document and process flow. SZReK is an exceptionally
flexible solution which enables deploying an efficient and effective system to improve
relationships with customers through faster and more thorough consideration of customers’
comments.

Features:
       • registration of complaints
          and praises from:
            o customers
            o prospective customers
            o other persons
       • assigning each case to a
          specific owner
       • referring cases to other
          persons for consulting at
          any stage of complaint
          processing
       • adding attachments to a
          case
       • defining various privilege levels for users and groups
       • establishing and defining substitute owners if the original owner is absent for a
          longer time
       • opening a new case with data transferred from a closed case (case follow-up)
       • registration of the undertaken actions — case history
       • definable views with selected information on the case, with support for filtering
          and sorting
       • data export to the MS Excel format
       • web-browser interface



Talex – general information                                                                  25
        • extensive reporting:
            o operating reports
            o supplementary reports
            o analytic reports
            o quality reports
        • built-in search engine
        • integration with other systems used in the company, e.g. CRM, customer database,
          etc.
        • automated generation of letters and notifications to customers
        • implementing a defined complaint consideration process with automated invocation
          of individual process steps.

CostCenter
CostCenter system helps to account for and control budgets allocated to field employees,
such as sales representatives. The system may be also used to streamline and automate any
process related to cost document flow in a company. Thanks to the built-in flexible project
design tools, the system enables document flow schemes to be defined quickly, with full
support for document access and reporting.

Features:
       • graphical environment for defining processes and document flow schemes
       • authentication and authorization with any mechanism (database, IDAP, text file)
       • support for single sign-on (SSO) authentication
       • web-based user environment
       • central document repository with built-in compression mechanisms
       • defining roles and user groups
       • automatic creation of document flow history (e.g. for invoices)
       • e-mail notification of actions in the system
       • defining any validation rules for the entered data
       • adding attachments and comments at individual stages of the invoice flow
       • an extensive invoice retrieval mechanism
       • advanced reporting
       • flexible definitions of budgeting periods and categories.

Benefits:
       •  automation of invoice processing
       •  accounting the sales teams on the basis of to-date utilization of allocated budgets
       •  assigning expenses to separate budget categories
       •  precisely defined document flow with clearly identified stages and persons
          responsible at each stage
        • assigning defined roles and access rights to the documents
        • fast access to the current information through an extensive reporting system.




Talex – general information                                                                 26
SWZ (Purchase Support System)
SWZ automates and centralizes the internal purchasing proccess.
The cost of internal purchases can be limited and lowered by:
       • automating – decreasing work consumption,
       • centralizing – benefit from scale effect (ability to negotiate better conditions and
          prices from contractors),
       • standardizing – developing unified business standards of hardware and office
          materials
       • controlling – sharing current information about ordered and used materials
Implemented in SWZ solutions (based on BPro workflow engine) supports easy integration
and modification of the system to support any other processes in the organization (e.g.:
vacation, internal orders).




Flota (Fleet)
The product is designed for the companies that use their own means of transport in their
business activity (cars, trucks). It allows optimizing the use of the company’s machinery fleet,
which is not assigned to specific persons. Thanks to this, the costs connected with
maintenance of own transport fleet can be reduced. The car reservation system is a user-
friendly application, which is handled with the help of an Internet browser.

This application is very useful as a system assisting the work of a company cars’ dispatcher.
Due to a possibility of automatic car reservation by employees, a dispatcher only confirms
the reservation of a specified car in accordance with the parameters (e.g. car type,
anticipated date and time of reservation) defined by an employee. The dispatcher defines in
the system all parameters concerning the cars owned by a company. After completing the
travel, the employee registers necessary information in the system by completing a waybill
form (e.g. mileage, refueling, comments on the condition of a car, costs of parking, etc.).

SWOR - System supporting management of court trial sessions
SWOR is a system supporting management of court trial sessions, with such functions as
electronic case list and central repository of judicial documents. The system can be flexibly
customized to the specific needs of individual courts and therefore perfectly support
management of court sessions.


Talex – general information                                                                   27
Kurator (Probation officer)
The Kurator system supports the daily tasks of probation officers. The system registers the
cases and the probationer data, as well as facilitates preparation of the necessary documents,
motions, and reports.




Talex – general information                                                                 28
Custom software dedicated to financial institutions

Credit Delivery
CreditDelivery is a system that supports credit application processing. Thanks to rules for
application approval or rejection, the application consideration process becomes much faster.
Also, the system provides aggregate indices for analysts to support risk assessment.
The first use of the CreditDelivery system is for analyzing loan applications, but it may be
successfully used for application processing in leasing, insurance, brokerage, and banking
institutions, as well as in government agencies which support third-party activities in such
areas as entrepreneurship incentives, unemployment reduction, etc.

Features:
       • A single system instance supports multiple types of application processing for
          various products, such
          as:
           o loan products
           o insurance products
           o directed subsidies.
       • The         system         is
          parameterized to enable
          the    user     to    enter
          modifications, such as
          for:
           o rules for automatic
               rejection and review
           o process       definition,
               with         particular
               attention to new
               processes
               supporting      newly
               introduced products
           o granting privileges to individual employees, assigning them to groups, and
               assigning system roles to them
           o defining and modifying score cards for individual application types
           o feeding data from relative databases, internal vertical systems, data
               warehouses containing the cooperation history, or external data sources.
       • The interface enables downloading data from the (national) Credit Information
          System.
       • Mechanisms for controlling the process flow and exception handling.
       • Support for promotional campaigns of the “loan within five minutes” type. Each
          process may have an execution priority, enabling easy implementation of business
          rules related to time restrictions imposed on the application processing for various
          products.
       • The system enables analysts and administrators to work through a web browser.




Talex – general information                                                                  29
Rating Tool
RatingTool system is an advanced specialized solution providing the homogenous, flexible
and efficient environment to manage the internal customer rating systems. This tool satisfies
the requirements necessary for the implementation of Basel II by financial institutions. By
clearing up and effective management of the internal rating systems it makes valuable
contribution to improvement of corporate risk estimation methods and processes. The
system includes the following modules:
        • Designer — a module to create, modify, and manage rating models
        • User — a module providing options for end users, enabling them to calculate
           ratings from the defined rating models, as well as to view archived ratings
        • Administrator — a module which provides, among other functions, a mechanism
           for monitoring and automatically renew the calculated ratings.

The Designer module provides an environment for creating and modifying rating models.
A rating model is a definition of all elements necessary to conduct a complete rating process.

The User module enables the user to specify which rating model is applicable to the given
customer, to execute the rating process, and to print a report summarizing the whole rating
process. Additionally, the application enables viewing all archived ratings for the given
customer, the list of all operations related to the given customer, and the history of all
operations related to the rating process.

The Administrator module, in addition to standard configuration management options,
provides two specific mechanisms which significantly improve management of the whole
internal rating system:
        • Monitoring module, which checks the time limits of rating renewals by users.
           Depending on the configuration parameters, users responsible for rating renewals
           may receive e-mail
        • Automatic renewal (rating ongoing) module, which enables the ratings to be
           periodically renewed without active involvement of the users. The renewal is based
           on the parameters saved during the last rating process, supplemented with up-to-
           date data fetched by automatic data feeding interfaces.




Talex – general information                                                                  30
T-Kiosk
T-Kiosk is a complete solution for mobile web access points. It gives full control over Internet
Explorer run in a kiosk, securing connections according to pre-defined rules.
It may be used for:
       • public web access points,
       • in banks as self-managed information points,
       • in shopping centers as multimedia-information
          points,
       • railways, airports as web access points.

Technology
T-Kiosk is based on Internet Explorer "hosting" mechanism.
It separates IE from user's commands building an extra
layer that filters incoming and outgoing network
connections. Due to predefined rules IE may execute only
connections that are allowed by T-Kiosk. It is possible to
control commands' parameters, e.g. security level, cache,
writing history pages. T-Kiosk may also block hard drive
write permission, printers and printing management and
IE history.

Features
       •    blocking defined web pages
       •    blocking access to IE configuration tools
       •    automatic logoff from SSL connections
       •    opening IE instances in a single frame
       •    privacy control - blocking access to history
            of web pages viewed by previous user
        •   third party components blocking
        •   continuous monitoring of unauthorized operations
        •   secure viewing and printing PDF
        •   visualization according to internal Corporate Identity
        •   audio and video streaming support
        •   customized host operating system




Talex – general information                                                                    31
Software based on Business Intelligence, Workflow and Data
Warehouses
Talex has proprietary business-intelligence solutions capable to provide clear and
comprehensive information to managers at all levels of the company using existing data
sources, such as ERP or CRM systems. Thanks to using multiple data sources at the same
time, business intelligence reports provide a more thorough view of the current situation in
the company or in selected areas of its operations. Such knowledge enables making
decisions in a much shorter time.
Talex Business Intelligence is a ready-made solution to prepare reports and analyses for the
management. Its architecture includes:
        • data warehouse
        • dynamic analysis environment
        • the InfoTal information portal for making the reports and analyses available to the
          users.
Talex offers also well recognized BI solutions of Business Objects and Cognos.

BPro
BPro is a workflow engine enabling document- and task-flow management. The system has
been designed to enable simple and seamless integration with any information-flow
management solutions and applications. Using BPro as a foundation, it is possible to build
any workflow system based on defined document- and task-flow rules.
With BPro it is possible to move a significant
portion of the processing logic and workflow
processes to XML files external to the
application code. The processing, which follows
a specific definition, may be initiated either by
the system or in result of an explicit invocation
from any module, e.g. after a new user is
created, a new customer is added, a new
invoice is entered, etc.

The three core BPro components are:
        • process definitions stored in XML files
        • QD — a component which initializes
          and manages a queue of messages
          waiting for processing
        • XML interpreter which performs the
          processing.
The following systems have been developed on
the basis of BPro:
        • Sekretariat document flow system.
          The system enables automatic
          registration of all documents incoming
          or outgoing to/from the company and
          their further processing and flow. It
          also provides a central document
          repository with defined retrieval and
          access rules.



Talex – general information                                                                 32
        • CostCenter invoice registration system. The system helps to account for and
          control budgets allocated to field employees (sales representatives). It supports
          the invoice flow process from registration to accounting instructions, with up-to-
          date monitoring of the budget utilization.
        • Credit Delivery loan application processing system. It supports and automates
          the loan application processing based on predefined decision rules.
        • SZREK complaint processing system. It enables automation of processing requests,
          complaints, and comments in the company or another organization. It makes it
          possible to define paths for the complaint processing and to automate the
          document and process flow.




Talex – general information                                                               33
Outsourcing
Talex is ready to offer a wide range of outsourcing services. We have created a unique Data
Center that has independent communication systems, power supplies, air condition and
ventilation. The main server room can be divided into smaller sections, according to the
requirements and needs of the customer. At the same time, the modular construction
ensures the flexibility to expand the facility as necessary. Our customers have the possibility
to rent computational power of servers, to store their data and to use applications running
on our servers. They may install their applications and IT systems on our hardware and use
the unique infrastructure of our Data Center. Customers’ applications are entirely secure. Our
offer in the field of outsourcing includes:
        • replicating the entire customer's IT infrastructure at our Data Center
        • running applications, processing and storing data on behalf of the customer
        • administering, controlling and servicing IT systems
        • monitoring IT systems using our unique Remote Control Center
        • help in solving running problems in IT systems of our customers

All this creates a comfortable environment for our customers. They know that their most vital
resources are in hands of highly specialized staff and operated by sophisticated modern tools
and utilities.

Presently TALEX provides outsourcing services for large financial institutions. We offer
business continuity and recovery center for one of Polish commercial banks. The service
includes all necessary infrastructure (from desktops, servers, phones, telecommunication
lines, to social rooms and separate parking places). A preconfigured hardware is ready to be
used within a few hours. Talex Data Center is also used to collocate servers of one the
biggest financial institution in Poland.




Talex – general information                                                                   34
Data Center Services
Talex offers end-to-end hosting and collocation services. Fast access to the information is
presently one of the core success-enabling factors. Make sure that your portfolio information
and your services are always available to the customers. While selecting a partner to provide
hosting for your applications and web sites, take into consideration whether such partner
ensures:
        • data security
        • business continuity
        • high availability
        • technical support.
If you choose Talex, you will get all this as standard.
For more demanding customers, Talex has an offer of additional services:
        • customer’s resource administration
        • ASP for selected applications
        • an extensive package of maintenance services
        • backup office deployment
        • comprehensive backup data center service.
Talex has its own Data Center which ensures the highest level of security and continuity of
IT systems and environments. The Data Center is equipped with:
        • independent communications links (3 fiber paths)
        • own power supply system (2 transformer stations, redundant UPS units, power
          generator)
        • precise air conditioning system
        • integrated access-control, CCTV monitoring, and fire systems.




Talex – general information                                                                 35
Collocation
Talex offers space in its own Data Center, together with all infrastructure to ensure system
security and operation continuity. Collocation in the Talex Data Center guarantees:
        • the highest level of physical safety (continuous supervision, access control, CCTV
          monitoring)
        • operation continuity (redundant UPS systems, power generator, two independent
          transformer stations)
        • connectivity through fiber links provided by independent operators (connections in
          any technology, with charging for bandwidth or for amount of transferred data)
        • communications security (IPS probes, firewall, 24-h monitoring)
        • precise air conditioning (stabile environmental parameters (temperature and
          humidity), redundant A/C systems).

Corporate customers
We understand the challenges faced by managers of extensive IT environments in the
largest enterprises and corporations. We offer customized, scalable solutions addressing the
business needs of such customers.
For the corporate customers, we have a collocation offer including:
        • racks (42U)
        • separate compartment
        • any amount of space.

Small and medium-size business
For smaller companies in which IT is not their core business, finding a reliable IT partner
may result in a significant change of the market presence. You can place your servers in our
Data Center and have a guarantee of the highest security and reliability. Focus on your core
business and let us to take care of what we have expertise in.

Lease computing power
Talex offers a new type of services — lease of computing power. Instead of purchasing a
server, you may only purchase processor computing power and memory on a VMware virtual
farm in our Data Center. You get exactly as much power as you need at the given moment.
When the load of your systems increases, we will provide more power for you.


Hosting
Talex offers secure, efficient, and scalable hosting services. We offer a complete, modern
data center environment with hosting plans adjusted to the customers’ individual
requirements. When you choose application hosting in our Data Center, you get the highest
levels of security and reliability, flexible plans corresponding to your needs, and guaranteed
24x7 availability of your servers.
The hosting offer includes:
        • guaranteed continuity (also under SLA)
        • physical security of the Data Center
        • scalability to meet the current needs of your business
        • support and maintenance for system environments (patches, updates, system
           configuration)
        • data safety and confidentiality (Talex has the ISO 27001:2005 Information Security
           Management System certificate)


Talex – general information                                                                  36
        • connectivity to major telecommunication providers
        • technical support by Talex engineers.


Virtual Private Servers (VPS)
Virtual servers are fully functional and separate virtual machines with its own operating
system, RAM, and disk space. These are ready to use servers that can run any of your
applications or systems. A virtual server gives you an extra flexibility adequate to the
growing needs of your business. And still, you only pay as much as you need at the moment.
When there is an increasing demand for operational power... you can always schedule more
resources to the virtual machine.

Benefits:
       •    fully independent
       •    security
       •    flexibility and scalability
       •    tailored to your needs
       •    instant configuration and start up
       •    technical support from Talex;


Recovery Center
It does not matter how important the data is if you have no access to it. In case of
unplanned downtime or failure, you cannot perform sales or receive and issue goods to/from
storehouse and your customers cannot place orders. Talex offers services which protect you
against unpredictable failures and enable you to continue working. The backup center at our
premises protects you against disastrous consequences of a failure at your primary site.

Advantages
Having a backup center at another site provides protection in case of a failure in the primary
center. The backup center systems take over the load immediately after the failure. Thanks
to the data-security and business-continuity policies put in place, the switchover to the
backup systems is automatic, with clear operational procedures which limit any potential
damages due to a failure.

Data migration
Talex offers a number of options to copy data. The choice depends on your expectations and
needs for business continuity. In any case, we provide a guarantee of the Recovery Time
Objective and Recovery Point Objective.
Depending on your needs, we offer various services, from making periodic backup copies to
advanced solutions with real-time data replication.

Infrastructure
Talex offers full support for integration of the customer’s IT environment with the backup
center infrastructure in the Talex Data Center. Thanks to that, we are able to ensure efficient
and reliable switchover to the backup system should a failure occur.




Talex – general information                                                                   37
Managed services
Our portfolio of collocation and hosting services is supplemented by a rich offer of managed
services. They complement the outsourcing offer, guaranteeing maintenance and supervision
of your systems and servers by Talex experts.

Infrastructure management
Talex monitors in real time the condition and status of servers, network devices, and
communications links to ensure the highest level of data center availability. In case of a
slightest irregularity, the system maintenance engineers on duty undertake immediate
actions.
Benefits:
        • longer system operation with no downtime
        • around-the-clock technical support on site
        • reduced administration and management costs.

IT security
Ensuring IT system security does not end with deployment of proper tools. The IT security
system requires continuous development and comprehensive monitoring. Only with detailed
analysis of the log entries and properly defined and deployed procedures, security of your
business data can be assured. Talex provides end-to-end security solutions based on the
best practices and precise procedures complying with the ISO 27001:2005 Information
Security Management System.

Talex engineers continuously improve security of the maintained servers through ongoing
system hardening, deployment of intrusion detecting systems (IDS) and intrusion preventing
systems (IPS), as well as detecting and recording any incidents.

Benefits:
       • improved security of systems and data
       • keeping the anti-virus systems always up to date
       • continuously improving the operating system security (installations of updates and
          patches)
       • 24-h monitoring
       • technical support and assistance in emergency situations
       • improved resiliency to failures and improved business continuity.

High availability and business continuity
IT system failures may cause incalculable damages to the business. For companies operating
through the Internet, high availability is a core requirement. Talex offers solutions to ensure
continuous availability of IT systems and environments also through unplanned events and
failures.
Depending on your requirements, we offer customized solutions that ensure full availability
without downtime, fast return to normal operation, and environment recovery after a failure.
In any case, the solution will be adjusted to your budget and required level of availability.
We offer:
        • cluster solutions (Windows/UNIX/Linux)
        • high availability in the IBM System i environment
        • high-availability solutions in the VMware virtual environment
        • centralized backup.



Talex – general information                                                                   38
Benefits:
       •    minimized risk of data loss
       •    elimination of financial losses due to production downtime
       •    increased customer satisfaction level
       •    no need to purchase additional hardware.

Monitoring
We offer remote hardware status monitoring with immediate help desk reaction on any
failures. We can monitor:
        • servers,
        • telecommunication lines,
        • routers,
        • hubs and switches,
        • ATM devices,
        • UPS,
        • air-condition,
        • other network devices.

Benefits:
       • 24h       control    over
          hardware stability and
          functioning
       • immediate reaction for
          any hardware failures
       • problems solving and help desk
       • no need to employ IT specialist


Infrastructure outsourcing
Changing business environment requires flexible IT infrastructure. Endless modifications,
system upgrades and patches, integration with new modules, together with new versions of
systems and software, result in pressure for IT departments to meet the new requirements.
Talex offers full support in the scope of IT infrastructure lifecycle management:
       • hardware installation, upgrade, disposal,
       • maintaining spare parts stocks,
       • break&fix; services
       • hardware

Our complex services include:
      • guarantee and post-guarantee service
          o 24h support services /optional and based on SLA/
      • IT systems management:
          o remote – monitoring;
          o on site;
      • Consulting – remote or on site;
      • Individual configurations – security, accessibility, performance;
      • Upgrades, patches, BIOS installation




Talex – general information                                                             39
Business Continuity
Talex offers end-to-end hosting and collocation services. Fast access to the information is
presently one of the core success-enabling factors. Make sure that your portfolio information
and your services are always available to the customers. While selecting a partner to provide
hosting for your applications and web sites, take into consideration whether such partner
ensures:
        • data security
        • business continuity
        • high availability
        • technical support.
If you choose Talex, you will get all this as standard.

For more demanding customers, Talex has an offer of additional services:
        • customer’s resource administration
        • ASP for selected applications
        • an extensive package of maintenance services
        • backup office deployment
        • comprehensive backup data center service.
Talex has its own Data Center which ensures the highest level of security and continuity of
IT systems and environments. The Data Center is equipped with:
        • independent communications links (3 fiber paths)
        • own power supply system (2 transformer stations, redundant UPS units, power
          generator)
        • precise air conditioning system
        • integrated access-control, CCTV monitoring, and fire systems.

Recovery site
The today’s business environment, based on fast and continuous communication, requires
uninterrupted contact with the customers, suppliers, and partners. Even a short disruption
may cause damages in form of lost orders, exceeded deadlines, and loss of dissatisfied
customers. The traditional approach to the service quality is not sufficient anymore. On the
highly competitive market, the level of provided services becomes a key success factor. We
understand those challenges and thus we offer the backup office services.




Talex offers you the possibility to establish a backup office at our premises, to be used in
case of a failure which prevents you from continuing work at your existing location. Thanks
to that, your employees will be able to continue work even after serious events or failures.
The backup office includes fully-equipped work stations, with access to modern office




Talex – general information                                                                 40
infrastructure, company network resources, and communications. Your employees will be
able to resume work without delay, thus reducing the downtime to the minimum.

Benefits:
       •    reduced downtime in the company operations
       •    no need to purchase any additional equipment
       •    a flat-rate monthly fee
       •    clear operational procedures in case of a failure.

Business continuity plans
Data availability and business continuity are among the factors more and more often
identified as of key importance for normal company operations. Even a short downtime may
in specific cases result in significant damages and have harmful effect onto the business
relationships with your customers. Such situations may be prevented by deploying Business
Continuity Plans (BCP).
Talex offers assistance in developing end-to-end Business Continuity Plans, provides full
support in the following areas:
         • building server clusters
         • deployment of VMware virtualization solutions
         • end-to-end maintenance services
         • remote monitoring and help desk
         • backup office and disaster recovery services.




Talex – general information                                                             41
TALDESK – tool to manage service requests
TALDESK is an application which supports Service Team duties for any kind of hardware,
software and services. Support includes not only aggregated handling of problem
notifications beginning at their registration through all stages of service execution up to
creating reports for various analysis purposes but also gathering information about services
resources, co-operating companies, services agreements and services offices.




                    Analysis and                                            Problem
                      Reports                                             Notifications
                                      Organizations       Localizations




                               Documents         Service         Contacts

                                                 Requests
                                     Service                 Service
                                     Contracts               Tasks
                      Settlement                 Assets
                                                                            Problem
                      with Clients                                          Solving
                          and
                      Contractors



System is deployed as an easy in configuration and flexible tool . Implemented access
control schema provides ability for administrator for dynamic change of access rights for
users which also includes access to information a user is allowed to see. Built in alert system
for important events via e-mail or automated documents generation allow for better
effectiveness of system users. Excellent support for attachments, flexible and conditional
data filtering mechanisms or possibility for quick change of data presentation are strong
features of the program.

Support for problem notifications handling
Problem notification registration
Problem notification handling process begins with the notification registration by helpdesk
operator. During registration an operator classifies a request and gathers all data concerning
the request.

Service request execution
Start of service request execution begins with dispatching the request to a Service Team
Leader (most often leader of team responsible for an specific area e.g. networks) or to a



Talex – general information                                                                   42
person suitable due to localization where services must be deployed. All members of a
service team have the ability to observe request status and if authorized to take it over. This
lets to synchronize work of all service team members executing services for clients.
Registration in the system of all activities of service execution lets to estimate time for each
job and its kind. Last step in the process is attaching a report listing all activities at customer
site signed by the customer.

Settlement and reports
Next step in problem notification handling is its settlement. It covers registration of all data
concerning co-operation with a client and/or contractors. Only if this data is gathered the
registered problem notification can be closed. In order to provide analysis capabilities for all
teams involved in the service request all gathered data may be used to generate reports.
Certain types of reports are built in the system but also external tools like Business Objects,
Crystal Reports may be used.

HelpDesk workflow
                                                                                 Service Requests workflow                  ver.02b
Currently implemented request                                                        Services Provider
handling process is adapted to              Client                                      Servicing
                                                                                                         Financial and        External Service     Warrantor
                                                                 Help Desk                                Accounting
actual needs of HelpDesk and                                                           Department
                                                                                                          Department

Services Teams and also to                A problem

procedures used previously.            occurs at client's
                                        infrastructure




                                            Request
                                       notification to HD




                                                                Service request
                                      Request notification
                                                                registration and
                                         confirmation
                                                             information gathering




                                                               Service request
                                                                  disposal




                                                             Monitoring of service
                                                                actions taken and         Request                                  Request
                                                             information gathering       execution                                execution
                                                              - Escalation Process

                                       Report of service
                                           actions



                                                             Protocol registration




                                       Request is solved
                                         from client's
                                         perspective
                                                              Request settlement



                                                                                                          Invoice for all
                                                                                                                                                  Settlement of
                                                                                                          and/or part of
                                                                                                             service                             warranty service



                                                               Request closure




                                                               Request closed




Talex – general information                                                                                                                                         43
Problem notification escalation process
Brief diagram presented below shows basic problem escalation procedure used in Talex.


                                                 Problem Notification
         1/3 time passed                         Escalation Process
         f rom timef rame                                                                   Client's complaint
         def ined in priority x
                                                             Full time passed
                                                             f rom timef rame
                                                             def ined in priority x


  No service activities                         Service request                             End customer
  recorded in Taldesk                           still in progress or                        not satisfied
  by a service team member                      probmen not solved                          by service provided


                 Escalation by                              Escalation by
                 Helpdesk Team                              Helpdesk Team


                                                                                                         Escalation by
                                                                                                         Helpdesk Team
    Service team leader                        Service team member



                If no answer / unav ailable                 If no answer / unav ailable




  Service teams manager                         Service team leader                         Service team leader




                If no answer / unav ailable                If no answer / unav ailable                  If no answer / unav ailable




 Helpdesk teams manager                       Service teams manager                       Service teams manager




                                                            If no answer / unav ailable                  If no answer / unav ailable




                                              HelpDesk team manager                       HelpDesk team manager




TALDESK proved to be a very powerfully tool to manage and control way of handling
services requests of various types. This product is under constant development. Being the
authors of the source code, our programmers can easily adjust TALDESK to specific needs of
a concrete customer




Talex – general information                                                                                                           44
Examples of outsourcing projects

Service support for Allied Irish Bank
Group
400 branches, all headquarters units and regional
offices in Poland
Service Levels: as in the SLA agreement ( 4-h for repair) - all units

Scope of   devices:
       •   Computers: servers - 607, workstations - 8490, laptops – 848, monitors - 9600
       •   Printers: 4104,
       •   Scanners: 439
       •   Network devices: switches – 694, routers – 446

Service support for ING Bank Śląski
Franchise units located all over Poland
Service level: 24-h for repair: terminals, printers, DVDs, monitors 42", UPSes;
4-h for repair: network devices

Scope of   services:
       •    Servicing hardware
       •    Supporting software delivered by TALEX
       •    Reporting to headquarters
       •    Remote managing and monitoring

Scope of   devices:
       •   Terminals – 576, LCD monitors - 96
       •   Printers – 288
       •   Network devices – 184, phones - 288
       •   UPSes – 96

Service support for KBC Group in Poland
SLA agreement for KBC branches located all over Poland
       • NBD for Break&Fix services
       • 5 days for IMACD services

Provided services:
       • IMACD services for End User Equipment in Desktop and Telecom area
       • Break & Fix services for End User Equipment (also by swap and repair in a central
          warehouse) in Desktop and Telecom area
       • Inspection & Internal cleaning services and External cleaning services for End User
          Equipment

Scope of   services:
       •    Marking Equipment in compliance with Client’s requirements
       •    Supporting services for preparing a model computer
       •    Services for preparation and scheduling of rollout plans



Talex – general information                                                                45
        • Organization of pre-delivery inspection for Equipment, in accordance with Client’s
          instructions, supporting services for transport of Equipment to indicated locations
        • Supporting services for installation & configuration of Equipment in indicated
          locations
        • Supporting services for Image-management, installation and testing
        • Supporting services for asset management (CMDB)
        • Organization of root-cause analysis
        • Reporting to headquarters

Scope of   devices:
       •   Desktops – 7 607
       •   Monitors   – 7 667
       •   Laptops – 944
       •   Printers – 3 158
       •   Phone sets – 7 352
       •   Faxes – 421

Service support for GETIN Bank
128 branches, all headquarter units and regional offices in Poland
SLA agreement - 8h to 14 days for repair, depending on hardware type

Scope of   devices:
       •   Servers – 26
       •   Workstations – 1485
       •   Laptops – 175
       •   Printers – 925
       •   Peripheral devices – 171
       •   Network devices – 396

Service support for Raiffeisen Bank
Bank units located in Poland

Scope of services:
       • Relocation of bank’s headquarters, modernization of its branches, moving
          organizational units
       • Full-scale launch a newly established units located all over Poland
       • Warranty and post-warranty service of hardware

Outsourcing environment for PGL National Forestry
Talex S.A. supplies IT solutions to construct corporate data warehouses
and access platforms for reports and analyses, that integrate data from
various data sources. This provides support for controlling and coherent
reporting. Extraction processes in all organizational units of National
Forestry (ca. 460 units) are started according to the schedule.
Transformation, cleansing and data feeding processes run at TALEX
Data Center.

Total amount of hardware for Break&Fix services
Presently Talex provides IT services for almost 90,000 devices of its customers.



Talex – general information                                                                 46
Concluding remarks
As it was stated in the introduction to this document, we in Talex are always open to new
challenges that can prove our competence, skill and reliability and to increase our knowledge.
We continually work to service our clients better, to provide solutions that are optimal from
technological and economic point of view and to deliver high quality and most reliable
hardware.
We look far into the future and plan to:
       • Further develop our outsourcing and integration services
       • Extend our infrastructure for business availability and business continuity
          management
       • Deliver high-tech software to meet specific expectations of our customers

We believe that with an open and inquisitive mind we can do this.




Talex – general information                                                                 47

				
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