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Issues | Onsite / Offshore | Offshore | Onsite | |
---|---|---|---|---|
Migration | Inventory assessment | Impact Analysis | Conversion & Testing | Rollout |
Helpdesk | Call Management, Call Logging, Call Screening, Call Tracking |
Call Analysis, Performance to SLA, Identification of training needs | Back End Services, Standby Support, Account Management | Front End Services (Level I services) |
Production monitoring and support | Problem resolution, Corrective Maintenance, Preventive Maintenance |
Application account Maintenance, Scheduling, Processing of batch jobs | Monitoring, Bug Fixing, Testing, Issue Escalation | Critical Business production support, Production environment compliance, User acceptance |
Legacy retirement | Discussions with support team and Business users, Streamline the portfolio |
Prioritize applications, Remove, Replace, Consolidate | Develop plans | Execute requirements Replace functionality with new systems |
Product Upgrades | Document customization Identify & baseline new version | Prepare test plans Merge customization & baseline | Release upgrade kit UAT & sign-off | Implementation Documentation , User training (if needed) |
Database Performance enhancement | Analyze the H/W resources, Analyze server settings, Analyze the indices |
Study data distribution Collect information on data volume | Optimize indices Redesign queries, I/O optimization | Document findings Suggest regular maintenance plan |
Activity | Duration |
---|---|
Project Initiation | 1 week |
Initial transition (this includes Understanding, Observation, Analysis) | 1 week |
Project Initiation | 2 – 4 weeks |
Parallel Support | 4 – 6 weeks |
Offshore Support | On going |
Severity Level | Severity Description | Response Time | Status Update/Escalation point |
---|---|---|---|
Critical (Level 1) | This level of Severity implies that the system is not functioning. Some examples of Critical Errors are as follows: · Production/Live system is down and staffs are unable to bring it up. · Software in a Production System is not able to communicate with external system, processing is halted and there is no Workaround. · Client, users are unable to use a Software function or module that is affecting Client’s, ability to operate a key business function and there is no Workaround. · Corruption of Data in a Production/Live system causing business to stop and there is no Workaround resulting in serious impact on the business and on Client Systems Project’s image. · Corruption of Data in a Production/Live system causing inaccurate reporting. |
Immediate access to E-MIND SOLUTIONS’s onsite support personnel and contact Kolkata Project Manager Response within 2 hour from onsite support personnel of E-MIND SOLUTIONS or Kolkata Project Manager to inform the plan and estimated effort. Work commences immediately. Project documents, help files and other collaterals may be updated later. Work commences immediately. Project documents, help files and other collaterals may be updated later. |
No less than every 4 hours. Work continues till the solution or work around is found. |
High (Level 2) | This level of Severity implies that the system is running but the users are unable to use major portions of the system. Examples are: · Intermittent Error in a production or live System with no workaround. Client’s users are unable to use large portions of the system, which are not affecting key business functions, and there is no workaround. |
Immediate access to E-MIND SOLUTIONS ’s onsite support personnel and contact Kolkata Project Manager. A response within 4 hours to let Client know plans and estimated timeframe for dealing with the defect. Commitment by onsite support personnel to treat the problem with a high level of urgency and to provide workaround solutions for the affected portion of the system. Project documents, help files and other collaterals may be updated later. |
Not less than 8 Hours Work continues till the solution or work around is found. |
Medium (Level 3) | This level of Severity implies that the system is operating close to normal, that a non-critical Error has been detected, but the Error is not affecting the user’s ability to use Client Systems Project and provide service within Client or to Client’s customers.
Examples are: · Any priority Critical or High Error with an acceptable Workaround will be demoted to a Medium error. · Intermittent Errors happening in other than Production/Live system. |
Response within 24 hours from E-MIND SOLUTIONS onsite support personnel or Kolkata team to inform about the plan of action. | Weekly updates Typically, this level of Error will be fixed in the next scheduled maintenance release. A temporary fix for Medium Errors may be provided only after agreement between Client and E-MIND SOLUTIONS |
Low (Level 4) | This level of Severity includes purely cosmetic Errors and documentation anomalies. | Reasonable degree of attention to the problem and mechanism for either patching the system or deferring patch until next system release. | Weekly update Solution will be delivered in Scheduled Monthly Releases. |