The formula for implementation success: Pervasives Rapid Implementation Methodology. Repeatable. Reliable. Proven.

Introduction ...................................................................................... 3 Methodology Structure..................................................................... 3 I. Discovery/Design Phase............................................................... 4 Step 1. Pre-Project Assessment ...................................................... 5 Step 2. Analysis ............................................................................... 6 Step 3. Design / Project Plan ........................................................... 6 Step 4. Customer Proposal Review and Acceptance ...................... 7 II. Implementation Phase ................................................................. 8 Step 5. Detailed Analysis and Design Discovery ............................. 9 Step 6. Physical Construction .......................................................... 9 Step 7. Quality Assurance Testing................................................... 9 III. Acceptance Phase..................................................................... 10 Step 8. Customer Acceptance ....................................................... 10 Step 9. Support Handoff ................................................................ 11 Step 10. Project Review................................................................. 11 Pervasive Professional Services Engagement Flow Chart 12

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Introduction
Pervasive Professional Services brings to bear a deep knowledge base, honed in implementation and training services that span 20 years and 35,000 customers around the world. This expertise has enabled the development of a codified process for ensuring implementation success: PRIMe, the Pervasive Rapid Implementation Methodology. PRIMe describes the system that Pervasive Professional Services employs to power successful implementation of data infrastructure projects, while speeding customer velocity to value for fast ROI. PRIMe is an in-depth and flexible methodology that promotes total understanding of data infrastructure projects, while its repeatability and reliability guarantee results every time. Its modularity and flexibility ensure system scalability, enabling customers to make use of as much or as little support as they need from discovery to design to implementation and beyond.

Methodology Structure
PRIMe is based on hierarchical levels, comprised of three phases, which, in turn, encompass a total of ten steps: I. Discovery Phase 1. Pre-Project Assessment / Discovery 2. Analysis 3. Design / Project Plan 4. Customer Proposal Review and Acceptance II. Implementation Phase 5. Detailed Analysis and Discovery 6. Physical Implementation 7. Quality Assurance III. Acceptance Phase 8. Customer Project Acceptance 9. Customer Support Interchange 10. Post Project Review Each of the ten PRIMe steps may include one or more substeps. These are the components that make PRIMe flexible enough to scale to many different types and sizes of data infrastructure projects.

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I. Discovery/Design Phase
The Discovery/Design phase is dedicated to understanding the customers requirements, definition and objectives of the project, with the goal of producing a project plan and proposal. This phase requires reiterative contact with the customer, to capture project business objectives and to record and validate project requirements. A design is formulated, which includes a plan that identifies resources and dependencies for the project. The complete project plan and proposal are presented to the customer for acceptance.
Discovery / Design Phase Flow Diagram

Pre-Project Assessment -Discovery Resources Assigned -Project Introduction from Sales -Turnover Briefing from SEs -Review of existing documents

Customer Discovery -Pervasive Professional Services introductions to Customer -Identify Pervasive Professional Services Customer Contact -Review of Pre-Project Efforts

Request Customer Feedback

-Strengthen Customer Reqmts.

Analysis -Verify Business Process Flow -Identify Logistics Constraints -Identify Project Priorities -Identify Project Risks

Request Customer Feedback

Design -ID Previous Solution Leverage -Document High Level Solution -Design from Architect -Document Refined Solution

Project Plan -ID Required Resources -Map Milestones to Project Plan -ID Dependent Tasks -Refine Time Constraints

Request Customer Feedback

Customer Proposal -Review Design with Customer -Review Plan with Customer -Articulate Success Criteria -Gain Acceptance from Customer

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Step 1. Pre-Project Assessment

Pervasive Professional Services assigns appropriate team members to review discovery collateral and participate in the discovery meeting. The discovery portion represents the initial contact with the customer and Pervasive Professional Services. This interaction is used for introductions and identifying the key participants and identify high level requirements. Objectives of the Pre-Project Assessment / Discovery step are: A. Identify Pervasive Professional Services resources Project Manager Project Lead B. Relevant files/collateral/documentation Legal documentation (MPSA, NDA, etc.) Value Prompter (if applicable) Prior demonstration and discovery meeting notes Business process flow diagram Functional/technical requirements document Operational design specification Data and metadata samples Customer environment specifications (OS, network, etc.) Programming language preference Field level mapping document C. Recommended solution design High-level design document Design notes D. Recommended estimates of effort E. Verify facts contained in existing documents F. Document customer assumptions / expectations G. Review business process flow H. Strengthen customer requirements I. Establish best communication methods with customer

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Step 2. Analysis
Pervasive Professional Services will conduct an in-depth analysis of the project documents. Results of this analysis will be documented and serve as the basis for refining the design of the solution. These documents will serve as attachments to the proposal (SOW). The objectives of the Analysis step are: 1. 2. 3. 4. 5. 6. Verify business/political/financial challenges and constraints Understanding of the customers logistical/resource/timeframe List functional requirements of solution Document the technical challenges Document priorities of the solution Identify and document project risks

Step 3. Design / Project Plan

Based on the analysis of the technical collateral and results of Discovery, Pervasive Professional Services will document the proposed solution design in a Solution Design Document and/or Diagram. A team design review should be held with the architect, SE and Support. Teams and individuals should be invited to attend where applicable. The Pervasive Professional Services Project Manager will receive the design from the Pervasive Professional Services Architect. The PM will then use the design along with the other documents generated thus far to create the overall project plan. Objectives of the Design / Project Plan Step are: 1. 2. 3. 4. 5. 6. 7. 8. Identify previous IP that can be leveraged Document a high level solution Architect review solution with team Produce refined design for customer review Document Project test Plan Define high level project tasks Define project milestones to gauge progress Identify and assign appropriate Pervasive Professional Services resources for all project tasks 9. Identify and communicate project success measures 10. Identify project risk factors 11. Generate Project Change Requests (PCR) as required 12. Secure acceptance of deliverables 13. Define a project communication plan

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Step 4. Customer Proposal Review and Acceptance

Proposal The proposal is generated and accompanied by the relevant documentation defined in the proposal checklist. These documents will then be considered a legal part of the contract and will hold all parties accountable. The results of the design and project planning sessions serve as the basis to generate a proposal. Proposed plan is reviewed with the sales account manager to re-qualify the client. This occurs before the formal proposal is generated. Proposal Checklist 1. Basic solution description 2. Statement of Work Definition of the deliverables Definition of the project tasks Assumptions made during the development of the plan 3. Location where services will be performed (onsite, remote, or both) 4. Definition of team members required to complete the project 5. Project Plan Dependencies for each project task and deliverable Proposed date for project milestones and project completion 6. QA test plan 7. Delivery plan (including knowledge transfer and training) 8. Production implementation plan; and a contingency plan 9. Defined project rate structure Acceptance Proposal is supplied to the sales account manager. Acceptance of the proposal is based on the client returning a signed copy of the proposal along with an acceptable means of payment (i.e. Purchase Order). Acceptance Process for Acceptance: 1. 2. 3. 4. 5. 6. 7. 8. 9. Pervasive Professional Services management produces proposal draft Sales management review and approve Proposal document is locked down, noneditable (PDF preferred) Sales representative delivers proposal to customer Customer reviews and signs proposal (authorized signature required) Customer faxes proposal to sales representative Sales representative delivers proposal for Pervasive CFO signature Sales representative returns copy signed proposal to customer Proposal considered accepted

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II. Implementation Phase

Upon execution of the proposal, Pervasive Professional Services team members will be assigned to complete the project. This phase, too, includes extensive feedback from the customer. The engineers review the approved design documents. Details for the code, maps, or processes to be created are documented. Areas requiring more information are clarified by working with the customer to resolve the unknown and mitigate risks. During construction, milestone deliverables are reviewed with the customer. Deliverables requiring change outside the scope of the project are identified and appropriate change requests are submitted to the customer for acceptance.

Implementation Phase Flow Diagram

Change Requests -Return to Discovery -Project Plan and -Design Modified

From Discovery Phase

Detailed Analysis and Design Discovery -Design Details Documented -Maps / Processes / Code Flow -Architect Review of Final Design

Request Customer Feedback

Physical Construction -Engineers Begin Coding -PM Maps Milestone Progress -PM correlates SOW Deliverables -PM Manages Change Requests

Quality Testing -Testing Environment Completed -Design Test Plan Implemented -Functionality Verified -Performance Optimization

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Step 5. Detailed Analysis and Design Discovery

Pervasive Professional Services identifies the detail specifications and requirements for the project. All the detail should be documented and communicated to the customer. A PCR may be required to adjust the SOW or deliverables or Project timeline. Objective of Detailed Analysis and Design Discovery step: 1. 2. 3. 4. 5. 6. 7. Verify design assumptions from Discovery phase Define detailed field mapping Define detailed event / process flows Define interface details for embedded projects Review final design with architect Submit any plan changes to customer Make plan changes if required

Step 6. Physical Construction

Pervasive Professional Services constructs the project deliverables according to the design specifications and functional requirements defined in the SOW. Deliverables are managed by version control software. Any issues that are identified during the construction phase which require additional billable hours must be communicated via the Project Manager to the customer and documented in a PCR. Objectives of the Physical Construction step: 1. 2. 3. 4. 5. 6. Construct deliverables according to SOW Perform module / unit testing as construction permits Document actual construction steps Document interface anomalies and work around Maintain version integrity of deliverables Manage scope of project

Step 7. Quality Assurance Testing

Pervasive Professional Services will test the quality of each of the project deliverables. The level of testing required for a given deliverable will be defined in the SOW. The project may require Pervasive Professional Services to define, construct a functional, unit and or system level test plan for each deliverable. Any deviations from the test plan should be documented and communicated to the customer and project team. Objectives of Quality Assurance Testing step: 1. 2. 3. 4. Verify functional requirements are met per SOW deliverables Verify operational requirements via defined test plan Verify optimal performance Document results of testing in a customer report
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III. Acceptance Phase

The acceptance phase consists of three steps, which ensure that the project deliverables have been completed, that the customer can receive world-class support and that new best practices identified are implemented.
Acceptance Phase Flow Diagram
Customer Acceptance -Documentation Completed -Knowledge Transfer Delivered -Production Rollout Completed

Support Handoff -Support Engineers Briefed -Project Documentation to Support

Post Project Review -Project Success Review -Leverage IP Archived -Process Change Suggestions

Step 8. Customer Acceptance

The Customer Acceptance phase includes three distinct substeps: documentation, knowledge transfer and production rollout. The level of documentation provided with each deliverable will be defined explicitly in the SOW. General and specific knowledge transfer sessions will also be defined in the SOW. Finally, the SOW explicitly defines Pervasive Professional Services role in the solution deployment to production. Objectives of the Customer Acceptance step: 1. 2. 3. 4. Produce or collect all levels of documentation Present product training if defined in SOW Hold knowledge transfer sessions with customer Assist, if customer requests, in rolling solution into production

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Step 9. Support Handoff

The project team conducts a de-brief session with Pervasive technical support. During this session the project team provides the client contact info and client team roles. The session should include a review of the project documentation and a deliverables-specific knowledge transfer session. Objectives of Support handoff step: 1. Transfer documentation to support access area 2. Hold project overview session with support engineers 3. Provide support with customer contact/role list

Step 10. Project Review

The project team conducts de-brief with SE and technical Support teams. The objective of the review is to refine future solutions and incorporate the knowledge gained on the project into future designs and project plans. Objectives of Project Review step: 1. 2. 3. 4. Document best practices exposed in this project Catalog IP that maybe leveraged in future products Distribute technical discoveries to support, SEs, and engineering Document suggested process improvement steps

2004 Pervasive Software Inc. All rights reserved. All Pervasive brand and product names are trademarks or registered trademarks of Pervasive Software Inc. in the United States and other countries. All other marks are the property of their respective owners.

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From Sales

PSG Engagement Flow Chart

End of Process

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Sales \ SE \ PSG \ Support Incorporate Changes As Necessary Sales \ SE PSG \ Support Project Review Lessons Learned PSG \ Support Technical Handoff Customer Sign-Off PSG Project Implementation PSG Generate PCR Submit and Negotiate PSG Proposal

Sales \ SE \ PSG \ Support Technical Handoff Pervasive Master Services Agreement delivered to customer for review and signature.

PSG PSG\TSD Pipeline Entry

Sales \ SE \ PSG \ Support Project Handoff Conference Call PSG Gather Additional Info

PRIMe Acceptance Phase

No PSG Enough Info Yes PSG Document Findings Pervasive Statement of Work delivered to customer for review and signature.

Go to Sales

Yes

Copyright 2004 Pervasive Software

Sales \ PSG Review and Qualify PSG Project Assignment Resource Briefing Yes No SOW/PCR Accepted Sales Qualified? Yes Sales \ PSG Submit and Negotiate PSG Proposal No Go to Sales Pervasive Project Change Request delivered to customer for review and signature.

PSG Viable Project?

Pervasive Project Acceptance Document delivered to customer for review and signature.

Go to Sales

PSG Scope Change

PRIMe Discovery and Design Phase

PRIMe Implementation Phase

Pervasive Professional Services

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