: : : Welcome to entellium : : :

Getting Started How can I purchase entellium products? You can contact us direct by phone or email at one of our regional sales offices. Our staff will ensure a sales representative or one of our authorized Business Partners will contact you within 24 hours. Call: USA Canada : 1-877-276 6682 Seattle : 1-425-462-7428 Singapore : +65 6866 3766 Malaysia : +603 2718 2000 Email : help@entellium.com Alternatively, you can buy online from the entellium website. This is a fast and easy way for small organizations or small business groups to gain access to the applications they need - fast. From the entellium home page, simply click on the icon on the right hand side, fill in your details, choose to either be billed later or provide your credit card details for immediate payment. How do I get started? We recommend you take a free trial and determine your needs. Then getting started is simple. Either buy online or choose to have a representative call you or make a face-to-face call at your business premises. We provide free consultation to help you understand our services and your needs and find the solution that best suits your needs. I’ve signed up, how do I get started? A trick question? If you really did sign up already, you wouldn’t ask this question, because getting started is too easy. Just follow the simple instructions. The process shouldn’t take more than 2 minutes. In the unlikelihood that there are any problems, please call our help desk or email help@entellium.com. Can I try before paying? Yes. Entellium offers a 30-day free trial of certain applications. This feature is available from the entellium home page. Simply click on the icon and follow the simple instructions. I don’t have a credit card – Can I still sign up and begin using immediately ? Yes. We offer a “Bill me” option as opposed to a credit card option. So you have the choice to have your company billed direct and make the payment later via check or bank transfer options. I don’t want to use my credit card online, can I purchase online but pay by check? Yes. We offer a “Bill me” option as opposed to a credit card option. So you have the choice to have your company billed direct and make the payment later via check or bank transfer options. What’s the minimum sign up period? Entellium’s minimum sign up period is 3 months. Payment is requested in advance. If you have chosen the bill me pay later option, you will need to pay within 30 days to ensure continuation of service. What the minimum termination period? The minimum termination period is 3 months. Many of our competitors only offer a minimum termination period of 12 months. But at entellium, we don’t take hostages. We give you the power to make the decisions that affect your business. I have 20 sales reps working for me. Is it best to purchase online or have a sales rep call me and go through a reseller? You can order direct. No problem. But you may have some specific needs a reseller can help you with, so it may be worth speaking with a consultant to determine your needs. There’s no extra charge, so why not give us a call. We have a small customer service center. Can entellium help if we only have 5-10 users? Yes. Your customer service center may be small but your customers must be a priority. If you know what you want from a customer service application, you can get started straight away or call us, and let a service representative help you better understand what you can achieve using eCustomerCentre. We have over 1,000 staff focused on sales and customer service. Does entellium fit the enterprise solution model? Absolutely. Our solutions are scaleable, flexible and have a proven track record in enterprise level organizations. We recommend you speak with an entellium representative to better understand how we can help you. You can contact us via the website links or at any of the telephone numbers located within this information. Billing Options What purchase options does entellium offer? We offer a variety of payment and billing methods for both web-hosted and installed. You can either: For web-hosted services Pay on a monthly pay-per user solution Pay a yearly fee upfront (discount rebates of up to 30% apply) Pay a quarterly fee upfront (discount rebates of up to 15% apply) Pay by credit card Pay by check / bank transfer (pay later option) Installed services According to the billing requirements and license fees of the entellium Business Partner How does the billing work on a monthly basis? In very much the same way that you get your telephone bill. We itemize the usage by number of users and applications on a per month basis. To explain, let’s say you have 10 users of eSalesforce and 6 users of eCustomerLoyalty. Multiply the number of users (16) by the monthly fee (let’s say they are the enterprise versions (US$39.95). That’s US$639.20 per month. What if I start the month with 16 users but drop to 14 users during the month? We will bill you for the highest number of users (in this case 16 users) in any given month. How does the monthly payment option work? At the start of our relationship you select your payment method. Billing can either be direct to entellium’s bank account or made via check or credit card payment. You will receive a bill each month, which can be crossed checked with your finance department and management. Will my data be secure at entellium’s data centers? Yes. We use the Telus (Canada’s 2nd largest telecommunications company) as out international data center. We also provide alternatives with other internationally renowned data center providers worldwide. How will I know? We provide a 24x7 access arrangement so you can make physical visits to our data centers whenever you want. However, you can rest assured that we have provided state of the art security arrangements and best of breed security hardware and software to protect your data. We wouldn’t ask anything of any customer that we are not doing ourselves. Our customers include, banking and insurance institutions and highly competitive businesses who trust us with their most competitive information. I’m in Europe, how can I rely on entellium’s service? For entellium’s online customers, we successfully service (free of charge) 99.5% of all customer enquiries. In the unlikely event that there is a breakdown (0.5%), you will be rebated according to any downtime experienced. Technology What hardware and software do I need to install? If you have a standard 486 PC, with at least 500Mhz speed and bandwidth of 56kbps with access to the Internet and a Microsoft Internet Explorer 5.0 web browser - you’ve already made enough investment to run entellium’s applications. It is that simple. What about hardware for enterprise level solutions? Access to the Internet is all you need. The PC will still have to have Microsoft IE 5.0 or better. We recommend the server you use is sufficient for today’s Internet work place. Isn’t it too slow to access web-hosted solutions? Our average page clicks are comparable to installed solutions, as long as the speed of the bandwidth to your computer is in the range of 128Kpbs or better. Most ISPs and business users today access the Internet at this speed and most at higher speeds. So speed is not an issue. What about installed solutions? We will gladly refer you to one of our business partners (system integrators) who will help you determine your need for installed versions. Can I get consultation on hosted version solutions? Absolutely. Entellium offers free telephone and email consultation and where we have representatives in your city, we’ll gladly make a call to your premises. Also, our business partners offer comprehensive consulting services, so if your needs are more complex, we can offer a solution that best suits you. Do you integrate with legacy systems? We have a proven history of smooth integration with a variety of legacy and specialist databases. For example, in the hotel sector, we integrate easily with Fidelio and CLS database systems and our database management runs off Microsoft SQL Server offering you a wide system integration capability. I want to use Microsoft Outlook as my task manager, is this OK? Absolutely. In fact we want you to use Microsoft Office products to integrate with your entellium applications. It’s all part of making using entellium even easier. I want to use Microsoft Excel for my report spreadsheets, can I ? Yes. In fact we want you to use Microsoft Office products to integrate with your entellium applications. It’s all part of making using entellium even easier. Simply click on the Microsoft Excel logo when making an output from your entellium reports. Customer Support If I make a service complaint, how long does entellium take to get back to me? Our customer service operates 24x7. We have a policy to help customers within a maximum of 2 hours. We try and apply this same response to times to all service calls, but naturally our customers come first. If I have a technical problem, how long before you can fix it? Most technical problems are likely to be at your site rather than entellium’s data center, but we have emergency technical help desk to fix any problem within a maximum time frame of 24 hours. If your needs are more urgent we will escalate the call to deal with it immediately to ensure there is minimal disruption. But 99.5% of our customer calls are managed successfully by telephone or email immediately. What languages do you offer support? We currently offer support in English, Mandarin, Cantonese, Bahasa Malaysia. Where can I get more information on products? Simply visit our website and check out the datasheets from the homepage (Product Info section) or call or email the entellium help desk or contact one of the entellium Business Partners located near you. If you cannot find a reseller in your area, entellium will appoint some one to help you. I’m in Europe, how can I rely on entellium’s service? For entellium’s online customers, we successfully service (free of charge) 99.5% of all customer enquiries. In the unlikely event that there is a breakdown (0.5%), you will be rebated according to any downtime experienced.