- Low Cost: Our emphasis on reusability, modular development, Service Oriented Architecture (SOA), repeatable standard process, and using advanced approaches (e.g. Agile, Interactive) lowers our cost.
- Strong IPR Protection: Our well documented Information Security Management framework not only provides physical & logical security, but also legal protection
- High Quality: We provide ¡®onshore quality¡¯ product & service at ¡®offshore cost¡¯. We use CMMI Level 3 certified Processes and Quality Management System.
- Technical Expertise: We have experience working with leading multinational companies and large domestic companies in China. Our technical expertise is enhanced by our Center of Excellences (CoE) for different technologies.
- Flexible Resourcing: We have a large pool manpower, physical infrastructure, IT infrastructure, and in-house build software tools to provide maximum flexibility.
Overview:
Our Maintenance service help customers generate maximum business value out of their existing IT systems. We have experience providing maintenance service to IT applications, products, and legacy systems. Our operating model helps us provide maintenance service 24 hours a day 7 days a week (24/7) and to fix bugs quickly. Our maintenance service covers:
- Maintenance
- Enhancement
- 24/7 Support
Our customers can choose a complete maintenance service covering all the above three or a partial maintenance service.
We have well defined process for IT maintenance projects, documented in our Maintenance Process Handbook. The Knowledge Transfer Process and Offshore Transition Plan are important parts of making maintenance projects successful. Based on detailed discussion and analysis with customers we clearly define, at the beginning of project, the Processes, Timeline, Metrics, and SLA and revise them periodically.
To successfully maintain the IT system, we collect artifacts, information, and most importantly ¡°Best Practice¡± at the start of project in the following areas/levels: Process, Environment, Application, Program/file, Database, and External Interfaces & Legacy systems (see figure).
Information Collection
We provide maintenance service in different modes depending on the critically and stability of IT system and customer need. The following figure shows the different modes of our maintenance service.
Maintenance Mode
The following are the 3 modes of transitions we offer. All the options require at least 2 weeks of overlap to handover and takeover.
- Option 1: Complete transition all at one time.
- Option 2: Doing maintenance both by our team and customer¡¯s team in parallel for a pre-determined period of time and then our team taking responsibility.
- Option 3: Do a pilot transition. After the pilot¡¯s success, based on the learning create a Transition Plan and do a complete transition of the rest all at once.
We provide maintenance service from Application level to Hardware level (see figure).
Maintenance Levels
Our technical expertise helps us to maintain IT systems even with limited documentation and/or the documentations are out of date. We use Reverse Engineering in such situation.
The three IT maintenance service offerings are:
- Application Maintenance
- Product Maintenance
- Telecom Operations & Maintenance
- Business Support Systems (BSS)
- Operations Support System (OSS)
- Business Support Systems (BSS)
IT Maintenance Project Execution Model:
We have the technology, process and resources to execute projects in various models to meet our customers¡¯ needs. We undertake projects in Pure Time and Material (T&M), Project T&M, Fixed price, and Output Based pricing basis. Our team can do the maintenance in:
- Pure Onshore
- Pure Offshore (China)
- Onshore/Offshore
- GDC
We have a comprehensive set of process and best practices to do Enhancement, Maintenance, and 24/7 support.
Enhancement:
We treat enhancement as small development projects and follow the process of software development with modifications.Maintenance:
Preventive maintenance mode: We conduct a periodic verification & validation checks based on pre-defined checklist.Perfective maintenance mode: We treat perfective maintenance as small low priority project (fine-tuning database, cleaning dead code, adding comments to make code maintainable etc).
Corrective maintenance mode: The bugs/issues will be fixed based on the priority and severity. We will conduct ¡°Regression Testing¡± for all the code change (bug fixing) we make. We conduct a ¡°root cause analysis¡± after fixing the bug/issue and we share the analysis results with customer depending on the severity. The corrective maintenance is generally combined with the 24/7 support.
24/7 Support:
We setup a 24/7 ¡°Helpdesk¡± with a single point of contact through email and phone. We have a clear ¡°Notification & Escalation¡± procedure.The following figure shows the typical way we execute maintenance & 24/7 support project in onshore/offshore model:
IT Maintenance Execution Model
We have experienced project managers to deliver products and services to our customers on time within budget. Our project managers are certified in: PMP, PRINCE2, and Outsource/Offshore Project Management (COOPM).
Success Story:
The following is an example of IT maintenance service we provided recently:During the 2008 Beijing Summer Olympic and Paralympics, we provided complete maintenance service for Wireless Local Area Network in Olympic stadiums and hotels. We monitored and resolved issues 24/7. Also, we provided hourly and daily report. The service was provided by a strong team of 11 IT professionals. Currently we continue to provide the service in Beijing and in other cities of China.
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