MPC and General Distributor information for EPC and WIS/ASRA using online access through the TSS

RetailFactory
Global Service & Parts GSP/OIP | EPC, WIS/ASRA Product Management ITF/SW | Workshop Information Systems 11/2010

Global Service & Parts

The RetailFactory 1/2

https://retailfactory.mercedes-benz.com

The RetailFactory for worldwide online operation of EPC, WIS/ASRA is run by Daimler TSS GmbH on behalf of Daimler AG You will find comprehensive information concerning EPC, WIS/ASRA on the Info area tab of the portal page. You can launch EPC, WIS/ASRA as usual from the Login tab of the portal page after entering your personal access data.
Daimler AG | GSP/OIP & ITF/SW | ewanet.info@daimler.com | 11/2010 Page 2

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The RetailFactory 2/2

https://retailfactory.mercedes-benz.com

Target groups
National organization (MPC/general distributor) National organization (MPC/general distributor) The national organization consults the relevant market manager in EPC, WIS/ASRA product The national organization consults the relevant market manager in EPC, WIS/ASRA product management in the event of questions regarding the operational scenarios. The measures management in the event of questions regarding the operational scenarios. The measures necessary for online operation are then defined together. necessary for online operation are then defined together. Authorized Mercedes-Benz and smart sales and service partners (worldwide) Authorized Mercedes-Benz and smart sales and service partners (worldwide) Please consult your national organization (MPC/general distributor). Comment: Retail users Please consult your national organization (MPC/general distributor). Comment: Retail users converting will be coordinated through national first level support (as aarule, the MPC). converting will be coordinated through national first level support (as rule, the MPC).

All independent workshops within the European Union that are involved in the professional maintenance and repair of Mercedes-Benz and smart vehicles according to Block Exemption Regulation GVO 1400/2002 are authorized to use EPC and WIS/ASRA via the Service & Parts net Portal at www.service-and-parts.net

Daimler AG | GSP/OIP & ITF/SW | ewanet.info@daimler.com | 11/2010

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Advantages of centralized online operation 1/2

Prompt updates, generally before the DVD update is shipped: Regular data updates Software updates Spooler data for damage codes and ASRA Rapid corrections in the event of an error

Additional updates between DVD updates: EPC delta data updates Daily update WIS documents Single Sign On Users who have EPC and WIS/ASRA access rights to the RetailFactory (online operation) can call the EPC and WIS/ASRA applications directly through the Mercedes-Benz After-Sales portal (as long as the users have been created in the AAT). It is then no longer necessary to log in to the application again.

Daimler AG | GSP/OIP & ITF/SW | ewanet.info@daimler.com | 11/2010

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Advantages of centralized online operation 2/2

Relieving the burden on the dealers and reducing operating costs Savings in local administration and local hardware Operation of the RetailFactory at no cost; there are no additional costs for your access authorization (the operating costs for the central server are currently being borne by Daimler AG) Central administration including backup, recovery and failover plans User and password management in the RetailFactory portal (in preparation) The national organization can manage users independently using its User Management Tool (create, edit, delete, show) in the market area of the RetailFactory The password can be reset and changed by any user and 1st Level Support Reduced distribution and support expenses for data updates

! The following functionality remains available without restriction:

Bookmarks in WIS and ASRA are available to all users within the dealership Shopping lists in the EPC are available to all users within the dealership Market-specific parts prices can be integrated into the EPC by the RetailFactory Xentry TIPS link to EPC, WIS/ASRA (direct call of EPC, WIS/ASRA from Xentry TIPS)
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Daimler AG | GSP/OIP & ITF/SW | ewanet.info@daimler.com | 11/2010

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Operational management of the RetailFactory

Operational management
Professional operational management in combination with Service Level Agreements. These secure the availability and stability of EPC, WIS/ASRA. Established incident and escalation process Defined backup and recovery plan Redundant servers Risk reduction thanks to staged rollout of software versions Access to user management tool for online management by the markets Password management by available user self-service and 1st Level Support

Daimler AG | GSP/OIP & ITF/SW | ewanet.info@daimler.com | 11/2010

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Costs
Costs
The costs of central server operation are currently being borne by Daimler AG The savings potential of centralized online operation of EPC, WIS/ASRA over a local offline solution is something clearly in excess of 50% depending on the provider. The costs for access authorizations for the WIS and ASRA applications are independent of the operator model and remain unchanged (EPC is free of charge) Price lists concerning WIS and ASRA and the various access packages are stored in the MercedesBenz After-Sales portal

Daimler AG | GSP/OIP & ITF/SW | ewanet.info@daimler.com | 11/2010

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Preconditions for access

Preconditions for access
A change between the two operator models is possible at any time, there are no periods of notice to be observed. Please note the contracts relating to the operating scenarios specific to your market You will need to order a user account from Daimler TSS GmbH for this. The offline access authorization must be canceled so that the access authorization is not billed twice. The client hardware must be provided by the dealer. The hardware and software requirements apply. The infrastructure and network connection must be provided by the dealer.

! Note:
A changeover from offline to online changes nothing in the billing of access authorizations as long as the number of users remains the same in total.
Daimler AG | GSP/OIP & ITF/SW | ewanet.info@daimler.com | 11/2010 Page 8

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Transfer of Market Performance Centers and general distributors to RetailFactory (1/2)

Step 1: Check requirements (infrastructure and networking) Hardware and software requirements (client and server) Bandwidth of network connection Check ability to log on to RetailFactory (https://retailfactory.mercedes-benz.com) Analysis of the dealerships and number of users (named and concurrent users) Analysis of the existing contracts relating to the current operating scenario Step 2: Decision and definition of actions with EPC, WIS/ASRA product manager Decision to change over from offline operation to online access to RetailFactory Elaboration of actions in consultation with the EPC, WIS/ASRA product manager Feedback from 1st Level Support on the connection to the market contact for the RetailFactory Step 3: Order form Ask for request order form (retailsupport@daimler.com) Step 4: Ordering the access authorization Complete and sign order form Send order form by fax to +49 711-3052 181 803 and to ewanet-betrieb@daimler.com Received access authorizations? (approximately two days after order)
Action/by: Action/by: Action/by:

Action/by:

Daimler AG | GSP/OIP & ITF/SW | ewanet.info@daimler.com | 11/2010

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Transfer of Market Performance Centers and general distributors to RetailFactory (2/2)

Step 5: Initial startup Check that all online access authorizations are working Distribute the access data around the dealership Step 6: Cancel the existing local access authorizations Email to customer.support@daimler.com (with dealer number + StartKey, LAN-ID, adjustment of your DVD distribution) Confirmation of cancelation received?
Action/by:

Action/by:

Step 7: Changeover completed Market organization has been successfully changed over from offline to online

Action/by:

Daimler AG | GSP/OIP & ITF/SW | ewanet.info@daimler.com | 11/2010

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Mixed installation in the dealership (central [online]/local [offline])

Mixed installations in the same dealership are possible in principle Stand-alone PC access authorizations (offline) make sense in particular for mobile operations lacking a network connection (e.g. 24h Service)

The disadvantages of this are that the central installation's shopping list is not available on the local installations there could be differences in the data status these PCs have to still be updated manually from a DVD

! Invoicing
The access authorizations will be billed in the same way whether they are central or local. The total number of access authorizations is the only decisive factor here.

Daimler AG | GSP/OIP & ITF/SW | ewanet.info@daimler.com | 11/2010

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Retail support in foreign markets

! 1st Level Support
The end user will find information regarding First Level Support on the Contact tab of the RetailFactory portal.

! Documentation errors and questions of content within EPC, WIS/ASRA

There is a Feedback function available to users within the applications for this purpose.

Daimler AG | GSP/OIP & ITF/SW | ewanet.info@daimler.com | 11/2010

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MPC/GD support
! Commercial questions
Please direct any commercial questions to the Customer Support Center on: Phone: +49 1805/010 7979 Fax: +49 1805/010 7978 customer.support@daimler.com

! Queries relating to the product and the process

Please direct any queries relating to the product and the process to market support (GSP/OIS) Kerstin Kambeitz Tel: +49 711/17 49994 kerstin.kambeitz@daimler.com Nina Markgraf Tel: +49 711/17 40666 nina.markgraf@daimler.com Tanja Markmann Tel: +49 711/17 41018 tanja.markmann@daimler.com

! Questions regarding the changeover or the operational scenarios

The EPC, WIS/ASRA Team at GSP/OIP, according to national responsibilities Pool ID ewanet.info@daimler.com

! Documentation errors and questions of content within EPC, WIS/ASRA

There is a Feedback function available to users within the applications for this purpose.

Daimler AG | GSP/OIP & ITF/SW | ewanet.info@daimler.com | 11/2010

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Support: EPC, WIS/ASRA contact persons

Reinhold Fleige, GSP/OIP Manager Product Management EPC/WIS/ASRA Phone: +49-(0)711-17-40505 Email: reinhold.fleige@daimler.com Market contact for: USA MB Middle East 1 Canada CAC Freightliner Guntram Bchler, GSP/OIP Phone: +49-(0)711-17-40668 Email: guntram.buechler@daimler.com Market contact for: Germany Turkey Greece Russia Poland Unimog (worldwide) Stefanie Glaser, GSP/OIP Phone: +49-(0)711-17-83280 Email: stefanie.s.glaser@daimler.com Market contact for: India Belgium Luxembourg Netherlands Norway Hungary

Jrg Rupp, GSP/OIP Phone: +49-(0)711-17-40506 Email: joerg.rupp@daimler.com Market contact for: Italy Austria Mexico MB Latina Slovakia Switzerland Czech Republik Egypt DCAA (Daimler Central Eastern Europe,
Africa and Asia)

Christine Huwig, GSP/OIP Phone: +49-(0)711-17-83271 Email: christine.huwig@daimler.com Contact person for: ASRA and Data Spooler for all markets

Daimler AG | GSP/OIP & ITF/SW | ewanet.info@daimler.com | 11/2010

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Support: EPC, WIS/ASRA contact persons

Wilhelm Kaiser, ITF/SW Manager Workshop Information Systems Phone: +49-(0)711-17-40054 Email: wilhelm.kaiser@daimler.com Market contact for: France Thomas Lehmann, ITF/SW Phone: +49-(0)711-17-40507 Email: thomas.lehmann@daimler.com Market contact for: Argentinia Brasil Detroit Diesel MTU EvoBus MTC Internal Daimler Customer Maria Rodrigues, ITF/SW Phone: +49-(0)711-17-40259 Email: maria.rodrigues@daimler.com Market contact for: Denmark Finland Sweden MB Middle East 2 (Gaza, Israel,
Comoros, Lybia, Malta, West-Banks)

Markus Scharr, ITF/SW Phone: +49-(0)711-17-40509 Email: markus.scharr@daimler.com Market contact for: Australia MB SEA Japan MB NEA Ireland South Africa Great Britain RC South Africa

Steffen Diehl, ITF/SW Phone: +49-(0)711-17-40510 Email: steffen.diehl@daimler.com Market contact for: Spain Portugal

Daimler AG | GSP/OIP & ITF/SW | ewanet.info@daimler.com | 11/2010

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