Who? How? Where?

Organizational base information

Content
1. Glossary ........................................................................................................................................... 2
2. The Sales Process............................................................................................................................. 3
2.1 Roles in the sales process ........................................................................................................ 3
2.2 Process flow............................................................................................................................. 4
2.3 Lead protection ....................................................................................................................... 5
2.4 SPIN method............................................................................................................................ 6
3. Price list ........................................................................................................................................... 7
3.1 General information around price list ..................................................................................... 7
3.2 Sidegrades ............................................................................................................................... 7
3.3 Re-Instatement Fee ................................................................................................................. 8
3.4 Updates & Upgrades ............................................................................................................... 8
3.5 Connect to SAP Module........................................................................................................... 9
3.6 Multitenancy On-Premises .................................................................................................... 10
3.7 MS SQL Database Server ....................................................................................................... 10
4. Contacts, addresses, sources of information ................................................................................ 11
4.1 Infoline – infoline@docuware.com ....................................................................................... 11
4.2 Orders – orders@docuware.com .......................................................................................... 11
4.2.1 License orders.................................................................................................................... 11
4.2.1.1 Licenses for new customers .............................................................................................. 11
4.2.1.2 Extensions.......................................................................................................................... 12
4.2.2 License download right ..................................................................................................... 12
4.2.3 Questions about contracts ................................................................................................ 12
4.2.3.1 Competitive Upgrade ........................................................................................................ 12
4.2.3.2 Corporate Contract............................................................................................................ 13
4.2.3.3 Changing the ADP .............................................................................................................. 13
4.2.3.4 ADP package for Inhouse-use............................................................................................ 14
4.3 Test systems, test licenses and Prolongation ........................................................................ 15
4.4 Support .................................................................................................................................. 15
4.5 Professional Services – professional.services.EMEA@docuware.com ................................. 16
4.6 Contact for SAP integration ................................................................................................... 16
4.7 PartnerPortal ......................................................................................................................... 17
4.8 Homepage ............................................................................................................................. 17
4.9 Partnerinfo ............................................................................................................................ 18
4.10 Function overview ................................................................................................................. 19
4.11 KnowledgeCenter – help.docuware.com .............................................................................. 20
4.12 Uservoice / Feedback forum – docuware.uservoice.com ..................................................... 21
4.13 Integrationen / certified products ......................................................................................... 21
4.14 Certification and recertification ............................................................................................ 22
4.15 Auditability ............................................................................................................................ 23

1
1. Glossary

ADP Authorized DocuWare Partner

DAC DocuWare Application Consultant
DSC DocuWare System Consultant
DSA DocuWare Sales Advisor
RSD Regional Sales Director
CPP Client Presentation Preparation
CP / IP Client Presentation / Individual presentation
DMS Documenten Management System
ECM Enterprise Content Management
SPIN situation – problem – implikation – need/benefit
VM Virtual Machine
M&S Maintenance & Support Contract
PS Professional Services

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2. The Sales Process

2.1 Roles in the sales process

In the first six months after the conclusion of a partner contract, each ADP must have at least
one employee trained to become a DAC and another to DSC. Certification of a DSA for the
acquisition is not mandatory, but is recommended.

• The task of the DSA is to arouse interest and win leads. After certification, he is able
to hold qualified discussions with interested parties on the subject of document
management and to convince them of the necessity and benefit of a document
management system. He passes qualified leads to the DAC.

• • The DAC is a sales-oriented product specialist. He leads the sales process from
presentation, customer analysis and finding solutions to the conclusion of a contract.
Our training courses ensure that every DAC is very familiar with the product suite, the
scope of functions, the optimal presentation of DocuWare and the range of benefits.

• The DSC is responsible for technical advice, installation and implementation, as well
as software updates and ongoing support for the DocuWare system. In our training
courses, we provide the necessary detailed technical knowledge a DSC needs to
know to plan, install, configure and support a corresponding system for the customer.

From the first steps in the market to the implementation of complex customer projects, the
local partners are supported by their DocuWare RSD. Please always direct sales questions
to your RSD.

According to our recommendation, if it is possible in your organization, the roles DSA and
DAC should not be filled in one person. The DAC is "far too expensive" for these very time-
consuming tasks,he/she should concentrate more intensely on inquiries that have already
been qualified by the DSA as an opportunity / chance / promising project.

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2.2 Process flow

Use SPIN to find out as

DSA: lead generation / arouse interest much information as possible
about the potential project to
best pre-qualify the lead for
your DAC.
DAC: preparation of client presentation (CPP)
reparation )
Complete the information you received from the DSA about the prospect
(content of DAC basic training).

DAC: client presentation / individual presentation (CP)

Make a well-prepared presentation appointment.

(content DAC basic training)

DAC & DSA: quoting

DAC: round table

If necessary, take the RSD and your management with you to the meeting.

DAC: order

DSC: project (configuration development, installation, training)

DAC: account management (customer care / extensions)

Stay close to your customers and regularly show other possible uses with DocuWare! This
minimizes the risk that the customer jumps off and changes to another DMS because he does
not know that he can expand „his“ DocuWare and also use it for other departments / processes /
documents.

Each of these steps is important. If there is no project order, it can be assumed that
„something went wrong“ in one of these steps. Rethink your approach from time to time in
every step and adjust as necessary.

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2.3 Lead protection

Lead protection means that for a period of one year only those ADPs who have registered
lead protection receive DocuWare sales support for this specific lead. Registering lead
protection is voluntary. If no ADP has registered lead protection, any other ADP that the
interested party has requested can count on the support of their responsible RSD and serve
their prospective customers. The customer could actually ask several ADPs for demo and
services and of course he does still have the freedom to choose which ADP to buy from,
regardless of whether the ADP has registered lead protection or not.

Lead protection is applied for in accordance with first come – first serve.
Lead protection usually is registered after winning the lead.
For your lead protection application, the Sales Planner/ Project Planer (only the red
fields on page 1) must be filled in and sent to leadprotection-europe@docuware.com.

You can download the planner from the DocuWare homepage in the marketing and sales
tools using the "lead acquisition" and "sales template" filters. To access the marketing and
sales tools, you must be logged in on the homepage. You will find the tools under "Partner"

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2.4 SPIN method

The SPIN method is a general technique for an improved sales pitch. DocuWare also works
with it and offers you documents for your sales work that are based on this method, for
example discussion guides for the acquisition or the sales planner / project planner for the
first interview.
It is a conversation method with specific questions that will help you as a sales
representative to ask the right questions in order to get the most targeted answers from the
prospect. The aim is to make it clear to him why DocuWare as DMS / ECM is important and
helpful for his business and company.

How do you currently manage your documents? How do you work

with these documents? How many documents do you print each
Situation day? When dealing with, which document do you currently see room
for improvement? Etc.

Be careful not to ask too many situational questions – your prospect might
feel like you’re being interrogated.

Are you satisfied with your response time to customer inquiries? Do

Problem you have quality control issues? Etc.

The prospect articulates his latent need to solve his problems.

What effects do long response times for customer inquiries have on your
Implication competitiveness? Does this affect your ecpansion plans? Etc.

The dimension of his problems becomes clear to the prospect.

How much time and money can you save if employees can process invoices
Need / faster? What does an improvement in customer service mea nto you that can
give you a competitive advantage? Etc.
benefit
The prospect recognizes the necessity and urgency for a DMS / ECM project.

Further, intensive exercises on this are included in the DAC basic training.
Don't give up asking! "Continue digging deeper" until you receive answers and explanations
from the prospective customer, which lead to a monetary assessment!
However, make sure that you do not conduct an interrogation! The best thing to do is not to
have to ask questions all the time, but to get the prospect to "just tell for a while". Pay
particular attention to on the information between the lines, a lot of information usable for you
is only mentioned unconsciously

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3. Price list

3.1 General information around price list

For every new DocuWare version you can find for download a new price list in document
pool of PartnerPortal. All yellow marked texts are new or changed compared to the previous
price list.
CLOUD
There are four different sized cloud packages, which differ in number of users and storage
capacity. Additional licenses and storage can be purchased. Workflow users do have a
limited range of functions and can only be purchased in packages of 5.
The first term of the contract begins directly after the order is placed. Prices are per month.
ON-PREMISES
As there are four different sized packages available in the cloud, an on-premises solution
offers a choice of three different sized servers.
Obligatory maintenance and support: for the 1st year a maintenance and support contract is
mandatory! The first term of the subscription begins on that first day of a month which follows
the date of DocuWare’s invoice to the Partner at least for 15 days but not more than 45 days.
It continues thereafter for 12 months.
This gives you some tolerance for the installation at the customer's site between order and
first invoice.
The prices are valid per year, for additional orders during the contract period proportionately
for the remaining months until the next contract extension.
The software column applies to the calculation of the reinstatement fee and the update and
upgrade costs.

3.2 Sidegrades

Exchange of old windows modules (for DocuWare version < 6.5) into web modules (for
current DocuWare versions) as part of an update. Sidegrades are generally free of charge,
except for server sidegrades from PROFESSIONAL to ENTERPRISE server.
For some sidegrades, in addition to the exchange of the Windows module for the Web
module, 1-2 additional DocuWare modules are offered, in order to „for after“ achieve a similar
level of maintenance and support fee as "before". This means that the module is included
free of charge, but maintenance and support must be paid for.
If a customer refuses to receive this additional module, his maintenance and support costs
will of course be reduced. If the customer later wishes to purchase the offered but rejected
module, we will not provide it for free, it must be purchased regularly.

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3.3 Re-Instatement Fee

It applies to the reactivation of canceled contracts. The orders colleagues will help you
calculate the fee.

The contract alert in the PartnerPortal helps you to keep an eye

on the contract terms and notice periods. You can set up your personal contract alarm in
your profile after logging int o the DocuWare homepage.

3.4 Updates & Upgrades

If expired or terminated contracts are to be resumed by the customer and the software is
to be updated, the software may have to be purchased proportionately again. The orders
colleagues will help you calculate the purchase price.

With each new version / price list, the older versions slide down one position and the lowest
is no longer listed.

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3.5 Connect to SAP Module

Please note that the installation and setup of the Connect to SAP modules must be done by
DocuWare Professional Services!
2 types of Connect to SAP are offered:
This package is only valid in cobination with DocuWare Cloud:

You can combine this package with DocuWare Cloud and also with DocuWare on-premises:

9
3.6 Multitenancy On-Premises

The Enterprise Server is required for a multi-client capable on-premises system at the
customer site. Under this, e.g. subsidiaries of a company can receive "their own separate
DocuWare systems". Everyone shares the server, so it only needs to be purchased once.
All other licenses for modules and users must be purchased separately for each company.
So each company gets its own e.g. Workflow Manager, its own Connect to Outlook, a
company may prefer to use Connect to Mail or only the Task Manager etc. Multiple
workflows within a company can be linked, the cross-company use of a Workflow Manager is
not possible.

3.7 MS SQL Database Server

The acquisition is not included in the revenue volume calculations provided in the partner
agreement; only revenue from DocuWare products counts.

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4. Contacts, addresses, sources of information

4.1 Infoline – infoline@docuware.com

Your RSD is usually responsible for your sales questions. If you should not be able to reach
him in urgent cases, the Infoline is your point of contact.
Your contact points and sources of information for questions other than sales are described
in the following:

4.2 Orders – orders@docuware.com

Orders and licenses and invoices usually are processed within 48 hours, but this can take up
to a week. So plan well in advance!
Please contact the orders department on the following topics:

4.2.1 License orders

An order can be placed informally by email.

4.2.1.1 Licenses for new customers

Send the so-called license form as an attachment. It contains the most important “master
data” that will be needed for a contract later.
One of the most important details is the information about the administrator. This is the
main point of contact for the later customer contract.
You can find the license form in the PartnerPortal on the start page at the bottom right under
“DW license key request”. The “industry key” overview helps you to find the relevant industry
indicators.

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 4.2.1.2 Extensions

Additional licenses, additional modules for existing customer contracts

4.2.2 License download right

By default, the system administrator stored in the ADP contract is given the right to download
(customer) licenses. It can also be given to DACs or DSCs on request. Simply apply for the
right informally by email.

4.2.3 Questions about contracts

4.2.3.1 Competitive Upgrade

A competitive upgrade can be offered if a prospect replaces another DMS with DocuWare.
The software to be replaced must still be available on the market, including M&S. A
competitive upgrade does not apply to software developed by the prospect.
Before placing an order, please send the prospect’s invoice(s) for the DMS to be replaced
to the orders department. The orders colleagues will help you calculate the possible
discount.
Only prices for the software are taken into consideration, M&S is not included in the
calculation.

The following is compared:

„Which and how many DocuWare licenses does the prospect have to buy in order to be able to use the same
functionality as before with his DMS to be replaced?“.
After checking by the orders department, usually 50% of the lower software amount (DMS to be replaced or
DocuWare) from the future purchase price of this DocuWare scope will be granted as a discount.
This means: modules that the prospect would like to purchase, but wich were not previously included in the funcional
scope, must be purchased at the regular price.

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4.2.3.2 Corporate Contract

The customer, all parts of the company operating under the same name, as well as all
holdings and subsidiaries in which the customer holds more than 50% of the shares with full
voting rights (“affiliated companies”), may purchase DocuWare software products at a
discount under a corporate contract agreement. The organizational conditions must be
verifiable and are checked by the orders department.
The CC contract is an agreement between DocuWare and the customer. It is always
signed by the customer, not by the ADP. The signature does not necessarily have to come
from the holding company / head office / parent company, the contract can also be signed by
a subsidiary.
The CC discount depends on the total value of all existing licensess and M&S volumes.
Before placing an order, please clarify the following questions with the orders colleagues:

• Does already a CC contract exist for company X?

• current license volume including M&S and percentage discount
• price for the order
• agreement of a new CC contract
As usual, the ADP receives his ADP discount plus the CC discount; the respective CC
discount muts be passed on to the customer.

4.2.3.3 Changing the ADP

• Customer must terminate contract with his current ADP.

• Current ADP terminates contract with orders@docuware.com.
• New ADP informs (informally) orders@docuware.com, about taking over customer x.
• Orders registers the customer for new ADP and send „new“ license to new ADP.
• New ADP agrees M&S contract with the customer (these contracts do not have to be
submitted to the orders department).
A good time to change the ADP is when the contract expires anyway or is due for renewal.
The new ADP does not receive an ADP discount on the M&S invoice in the first year after the
takeover (see ADP contract, Chapter 2). DocuWare does not issue credit notes. If the timing
is not the best in terms of the contract, the parties customer & current ADP & new ADP must
agree among themselves.

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4.2.3.4 ADP package for Inhouse-use

• After conclusion of the ADP contract, an ADP usually receives an On-Premises

DocuWare system for inhouse use.
• Instead he can also get a cloud system (Cloud Enterprise II). Please arrange this
through the orders department.

• In addition, he can register a so-called ADP Demo Cloud for presentation

purposes:
1. Please register (with your official ADP name) for a Cloud trial under
www.docuware.com Plattform DocuWare Cloud free trial.
2. Write to orders department that you want to use it as ADP Demo Cloud.
3. The orders colleagues will extend it matching the term of your ADP contract.
• In addition to this „empty“ ADP demo cloud, Demo Cloud Organizations can also be
created for Kinetic Solutions.

What is included in the On-Premises package?

• Enterprise Server
• 40 Named Client-licenses
• Autoindex
• DocuWare Mobile
• Smart Connect
• Task Manager
• WebClient ReadOnly
• Barcode & Forms
• Workflow Manager
• DocuWare Import
• DocuWare Forms
• Intelligent Indexing On-Premises*
• Connect to Outlook
• Connect to Mail
* If you want to use Intelligent Indexing Cloud Service instead of On-Premises, just write to
the orders department.

Not included:
• Connect to Sharepoint
• Connect to SAP Module

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4.3 Test systems, test licenses and Prolongation

For a Cloud-Trial-Version for tests please register under www.docuware.com - Plattform -

DocuWare Cloud - free trial.

If you need an On Premises-System for test purposes, please contact

orders@docuware.com for the first delivery of the test licenses. If applicable, send the
license form for new customers as well.
Test licenses and Cloud trials are valid for 30 days.
Prolongation:
Please apply fort he prolongation of test licenses or Cloud trials at your RSD incl. forecast
period and justification.
An extension is only granted in justified exceptional cases.
Please also note the processing times in the orders department (s. 4.2)!

4.4 Support

Support is mainly used by DSCs to support customer systems.

• Use Support-Knowledge Base https://support.docuware.com/de-

DE/knowledgebase/
• Use Support-Portal https://support.docuware.com/de-DE/
• Or call +49 (0)89 894433-99.
• Do not send an e-mail.
• If possible, provide a screenshot of the error message.
• Enter you system nummer.
If you have difficulty logging in to our homepage or the PartnerPortal, you can use the
support phone number also as a DSA or DAC.

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 4.5 Professional Services – professional.services.EMEA@docuware.com

• Must be involved for the ADP‘s first 3 projects

Whether you want to forward the costs for PS services to your customer in addition to those for your DSC is to be decided within
your company. Many ADPs see this as a further investment in training their DSC and a good reputation.

• must be involved for integration of SAP modules (s. 3.6)

• must be involved for DocuWare connect to DATEV (s. price list)
• must be involved for installation of DocuWare Data Export Tools (s. price list)
• recommended for Updates / Upgrades
• recommended for migration of larger amounts of data, especially when changing from
DocuWare On-Premises to DocuWare Cloud or vice versa
After contacting PS by e-mail, you will in most cases receive a PS Request form, which you
or your DSC shall fill in as detailed as possible and send it to PS.

You can get the offer for the desired service directly from our PS colleagues.
Please send the order for the service directly to PS.
You can find further information under https://start.docuware.com/de/professional-services

4.6 Contact for SAP integration

• ADP: Processum GmbH, 82110 Germering

Mr. Turan Isik, isik@processum.de

• ADP: Varelmann Beratungsgesellschaft mbH, 26129 Oldenburg

Mr. Stefan Niehues, stefan.niehues@varelmann.de

An SAP integration (see e.g. eLearning price list) must be done by DocuWare PS, except
your DSC also has his own SAP certification.
Please already organize the demo of an SAP integration via PS or the above contact person.
Offers for the service are also available there.
Please send the order for the service to PS, the order for the required SAP modules has to
be sent to the orders department.

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4.7 PartnerPortal

• On the home page via "News" you can go directly to all previous PartnerInfos.
• On the home page under "DocuWare" you will find all current software downloads.
• In the left navigation you can find documents in the document pool.
• In the left navigation you can find all eLearnings in DocuWare Academy.
• In the left navigation you can select and register for Trainings- and Workshop-
dates under Training & Events.
• In the left navigation you manage your customers‘ M&S contracts (contract, license
download, products / licenses, test licenses…) as well as your prospects, for which
you can create a cloud trial directly.

4.8 Homepage

• Under „My Account“ (after Login) you can find

o My account (personal data, certificates …),
o My company (own contract and Inhouse DocuWare license…),
o My events (create and manage your info events…),
o My media (give flyer etc. your logo and use it…).

• „Partner“ takes you to the Sales- and Marketing Tools, there you can also
download Case Studies.
• Under „about DocuWare“ you will find the blog with interesting articles about the
product and how to work with our software.
• More detailed information on different scenarios in the everyday life of your
customers is described in the „Solutions“ section.
• Descriptions of our solutions are hidden under „Plattform“.

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4.9 Partnerinfo

The PartnerInfo is THE communication medium of DocuWare to all ADPs! Please do not
ignore it as "another of these newsletters"!
It typically is released once a month, PartnerInfo about new versions is called
"PartnerInfo Special" and includes:

• information about new versions (function overview, price list, "What's new in version
xy" etc.)
• dates for webinars about the new versions
• information about price model (z.B. concurrent vs. named licenses)
• new price lists
• updated White Paper
• download links for new versions for Demo in VM / Virtual Box
• download links for new versions for your inhouse system
• information about marketing campaigns (DocuWare Workflow Manager, DocuWare
Forms, Intelligent Indexing etc.)
• information about new and updated certifications and documentations on DocuWare
• information about strategic changes (e.g. support cycles of DocuWare versions, end
of support for MS SQL 2012, etc.)
• news from the press office
• organizational information
• etc.

On the PartnerPortal home page "News" you will find all PartnerInfo issues clearly.

We recommend all newly certified DACs, (also

DSAs and DSCs) to take a look at the
PartnerInfos of the last 6 months in order to get
a feeling for the different topics and their
relevance.

18
4.10 Function overview

This is released for every new DocuWare version as pdf and as xls and is published in the
PartnerInfo special.
You can download it from PartnerPortal document pool:

The price list contains only general descriptions of what DocuWare modules can be used for.
The function overview, on the other hand, helps you to find out at a function level which
module your prospective customer needs in order to be able to perform the actions that he
wants to use for his daily work in future.
If you advise existing customers with an older version to which DocuWare version they would
like to update to, please use a function overview for the respective version in use or the
desired version. Nevertheless, it is recommended to regularly update a customer system to
the latest DocuWare version.

explanation:

The relevant add-in is the one in which chapter you

currently are in. In this case, you would need the
Workflow Manager as an add-on module.

19
4.11 KnowledgeCenter – help.docuware.com

KnowledgeCenter is accessible without Login.

Here you will find information about the latest functions per DocuWare version, the system
requirements, as well as various white papers.

As a DAC, you don't have to "memorize" all white

papers. Only from "Cloud" and "Intelligent Indexing"
you should have the essential content to answer
questions (e.g. "Where is the data center?" ... this is
different for the intelligent indexing cloud service than
for the actual cloud system).

The white paper system architecture is especially

relevant for the DSC, especially for on-premises
systems.

You are welcome to download the white papers locally and make them available to your
prospects. Please remember: the latest versions of the white papers are always published in
the PartnerInfos.

20
4.12 Uservoice / Feedback forum – docuware.uservoice.com

Uservoice is used intensively by our product department to plan and include desired
functions and functionalities for future DocuWare versions, if necessary. Colleagues inform
about the status of the plans for the individual entries.
In the Uservoice, you and your colleagues and your customers can post feature requests or
vote for existing wishes.

4.13 Integrationen / certified products

For information on the general integration options with DocuWare, please visit our homepage
The Platform – Integration https://start.docuware.com/integration

Further down on the page some of our certified products are listed. These are developments
of our partners, mostly interfaces, who are happy to support your projects with these
products. You may not have to reinvent the wheel.
You are welcome to look for more detailed information on the respective product and contact
the respective ADP.

21
4.14 Certification and recertification

Base certification

• DAC: eLearnings and base training

• DSC: eLearnings and base webinar series (since July 2019)
• DSA: eLearnings
The annual recertification is possible via

• attending a workshop onsite in Germering or

• participation in the annual DocuWorld partner conference
• and additionally online by completion of all regularly published new / updated
eLearnings

More information you can find in PartnerPortal:

Download certificates
www.docuware.com – log in – My Account – Your personal data – Profile
If you have any questions, please contact trainingcenter@docuware.com

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4.15 Auditability

With DocuWare it is possible to work audit-proof. However, audit security refers to the
respective process and not to the individual software.
DocuWare can only be a part of the overall process. You can find proof of this in the
PartnerPortal Document Pool:

Each company is responsible for the audit security of its processes and, can, but not
necessarily need to, have its respective processes certified. Certification is usually done by
financial auditors.
Certification requires a process documentation that accurately documents every step of the
process (responsibility, participating software (data sheets), applicable regulations and laws,
authorization concepts, etc.), media breaks are quite common in this environment.
This documentation is checked in the first step and in the second step you must prove
completely or randomly in the process that the process documentation and the work in the
process are consistent.

23