FAQs

On the solution
On the implementation
On technical issues
On the operation
On the costeffectiveness

FAQs on the solution

What software components will be used?

The ERP solution we use is SAP ERP 6.0 (ECC 6.0). In CRM we work with the open source solution SugarCRM Professional. Further components for business intelligence as well as e-commerce are planned.

Are these complete solutions or specially designed solutions for KINAMU?

The software we use is a complete solution which provides the total scope of functions. Thus, it is ensured that you will be able to continuously use new functions of the software. The use of the KINAMU appliance only gets you started with SAP and SugarCRM.

What hardware components will be used?

The KINAMU business appliances are based on Intel servers by Hewlett Packard. We will use high quality servers specially developed for business critical operations.

We have our own servers - does KINAMU install their software solutions on our hardware?

No. To be able to guarantee our prices and service levels and to ensure the compatibility of the used appliances as well as their remote maintenance we provide the necessary hardware components. As we have favorable terms when purchasing equipment we are able to directly pass these price benefits on to our customers and thus guarantee a rather cost-saving variant.

What components are provided for the installation of a complete solution?

For the operation of the KINAMU Business Appliance you will need access to the internet so that we will be able to carry out our remote support and monitoring of the appliance to ensure its proper function. Further, an in-house network and user PCs (which have to be modern Windows compatible PCs) at the customer location are required. Alternatively, the software may also be operated from a central server by running on thin clients.

Will software be installed on our company PCs? If yes – by whom?

With an ERP solution which is based on SAP, yes. For this purpose the SAP client will be installed on the PCs locally. KINAMU will provide the installation medium (CD). The installation will have to be carried out by the customer’s IT personnel. To do this, no specific knowledge is required. The installation is simple and is similar to a usual Windows application.
For the operation of a CRM appliance you will only need a web browser (Internet Explorer, Firefox, etc.). No additional software will have to be installed on your local PC.

Will I be able to connect already existing systems to it?

Yes, the connection of already existing systems is possible. KINAMU may provide predefined standardized interfaces. Additional interfaces will have to be checked and may incur additional costs (which have to be paid once).

On the implementation

How long does it take to implement the KINAMU appliance?
 

Minimum 2 weeks, generally 4 to 6 weeks; whereas Kinamu follows a clearly structured implementation process. The exact time schedule will be set up at the beginning of the project and pursued accordingly.

Who will be responsible for the transfer of existing data?

The customer will have to take care of the data transfer from existing systems or databases. KINAMU, however, provides the tools with which the data may be transferred in a supported format.

Does KINAMU offer support during the data transfer process?

If requested, KINAMU will provide support with data transfer for a one-time fee on attractive terms. It is not possible, however, to offer an all-inclusive package, yet we should like to discuss this in the course of the project execution or at a personal meeting.

How do employees learn to use the system?

Your employees will receive a basic training during the implementation workshops held at your company. More profound knowledge may be acquired via the KINAMU e-learning platform to which any user of the KINAMU system has free access. It generally takes 2 to 3 days to be able to work with the system.

On technical issues

What hardware is used for the KINAMU Appliance?
 

The ERP system is being delivered as an appliance to minimize installation efforts and to shorten the implementation period. It consists of an HP Integrity rx2660 server with HP-UX 11i operating system which runs a SAP ERP 2005 SR2 system based on a MaxDB 7.6 database. Further, the appliance has a UPS which makes sure that the server properly shuts down in case of a current interruption. Data are stored to an LTO tape.
 

How are the availability and the management of new releases made sure?
 

The operation and monitoring of the ERP appliance will be carried out by T-Systems. The maintenance of the appliance hardware will be carried out by an HP Service Partner (in Austria this is S&T). The necessary patches will be put in once a year to make sure that the installed software will always be up to date.

How will the integration of the KINAMU appliances into the already existing IT infrastructure be realized?

The SAP ERP appliance will be integrated into the customer network via a firewall (phion) supplied by KINAMU. The firewall will be installed in the demilitarized zone (DMZ) of the customer firewall and controls the access to the ERP appliance from within (customer) and from the outside (KINAMU). The KINAMU firewall connects the SAP ERP appliance to the central management and monitoring system of KINAMU. 
 

What technical and organizational requirements have to be met to be able to integrate a KINAMU ERP appliance into the company’s network?

• For the operation and monitoring of the system as well as for the user support a permanent connection to the internet with a sufficient bandwidth (of at least 256 kbit/s) is required. The monthly data transfer volume is about 50 MB but chiefly depends on the user support. For the maintenance of the appliance a volume of 500 MB is to be expected.
• The customer firewall allows the implementation of a DMZ for the integration of the KINAMU firewall appliance.
• The customer arranges for the physical integration of the appliance into the company’s infrastructure (required space: 6HE in a 19“ rack preferably in a separate computer room).
• The installation of the client software (SAP GUI or Netweaver Business Client) at the work stations and servers, respectively, which enables access to the SAP system. Currently the following operating systems are supported: Microsoft Windows XP/Vista/2003
• Data storage to a tape drive is performed according to a pre-defined backup plan and will be monitored by the KINAMU Monitoring function. The customer will only have to take care of changing the tapes.
• To ensure e-mail communication a mail server that assists SMTP will be required (e.g. MS exchange server).
• Printing via the ERP system is only possible on printers authorized by SAP.

On the operation

What am I supposed to do if a problem arises?

If a problem occurs you may call the KINAMU support hotline on +43 1 30 620-0. There you will find the central contact persons for any software problem. If the problem may not be solved directly a KINAMU staff member will see to the solution of the problem by interconnecting the necessary resources.

When is the KINAMU helpdesk available and which service levels will be guaranteed?

The KINAMU helpdesk is available from Monday to Friday (except on national holidays) from 8:00 – 17:00. Your problem will be attended to if not immediately then on the next working day at the latest. If, however, it takes longer then you will be contacted within 24 hours and informed of the exact date when the problem will be solved.

How is the support organized for the end user?

The support hotline of KINAMU will be available to all users but specializes particularly in the support of end users of the systems. Problem solving will be carried out online. For that purpose, a member of the support team connects directly to the employee’s PC and goes through the problem with the employee.

Do we have to pay for the KINAMU hotline support?

No. The support service for end users is included in the monthly fee for the KINAMU business appliances; however, there is a fair use clause applied to the service.

Who will be responsible for the system’s availability?

The KINAMU business appliances are being operated by T-Systems. The system will continuously be monitored for warnings or problems. In case of an imminent problem T-Systems actively intervenes to prevent system failures. If, despite all efforts, the system fails then T-Systems guarantees to restore the system within 24 hours on workdays. The maintenance of the hardware is being carried out by our hardware partner HP. They also guarantee a compensatory service on the following workday at the latest.

How secure are my data? Who takes care of the system’s security?

T-Systems also ensures data security by monitoring the system. The data will remain within your company as they are being stored to a tape drive on the server. You will only have to make sure to change the tapes and store them in a safe place. In case of system problems you will be able to restore the system’s state of the last workday on basis of this data backup.

On costeffectiveness
 

Why can KINAMU offer its services at such attractive prices?

As it is difficult for retailers or minor projects to negotiate favorable terms for larger purchase quantities we at KINAMU may do this for you. Due to standardized components such as hardware, software, services we are able to purchase at a comparatively lower price and will certainly pass these price benefits on to our customers. Thanks to our operations we will also be able to achieve economies of scale and thus increase our efficiency and let our customers have a share in the economic benefit.

As a result, we have total costs of ownership based on each user which meet the service standards of major companies but may be obtained on considerably favorable terms.

Will there be further costs apart from the subscription fee?

With the subscription fee all costs are covered. The rest will be needed for PCs for all employees who will be working with our business solutions (it is certainly possible to use already existing PCs so that new ones will not be necessary). The implementation of the SW includes all standard services which are necessary to install and operate the KINAMU business appliance. Additional costs may arise in case of extra services during the implementation process. These extra services may include special services during data transfer such as data cleansing or duplicate checks, special forms or print-outs which are not covered by the standard package and any service that goes beyond the agreed upon training and support on-site. These will be identified during the project and may then be offered as an additional service which will be payable only once.

How long does the contract with KINAMU run?

The minimum subscription period is one year. Alternatively, a subscription period of three or five years may be chosen which brings along a certain price advantage. The payment will be annually in advance. The contract will be renewed automatically for a further 12 months and will continue until terminated by giving written notice 30 days prior to the contract’s expiration.

What happens if I do not want to continue the contract after the expiration of the subscription period?

Data will be deducted on a day at your choice and provided in electronic form in a clearly defined format. After a minimum contract term of 3 years the complete solution may be taken over. The customer will have to obtain an SAP license and provide evidence of it. The HW may be taken over by the customer at the actual market value.