Neev Model for Support
Engagement
About Neev
Web

Mobile

Magento eCommerce
SaaS Applications
Video Streaming Portals

Rich Internet Apps
Custom Development...
Our Expertise
• End-to-end support capabilities including Development;
Infrastructure provisioning and deployment; Hosting...
Our Principles in Support Engagement

• Named Resources and Point of Contact
• Adaptability to your engagement process
• S...
Adaptability for Business Needs
• 24/7 Support or Business Hour Support or Custom hour
support
• Chose the team compositio...
Process for Issue Resolution

• Automated Phone call/SMS/Email alerts
• Quick response time to critical errors
• Action Or...
Alerts
Alert can be created
by Neev’s team or
Client’s team. The
issues can be
reported by Ticketing
system or Email

Ackn...
What we Track

Weekly/Monthly Status meetings
– Time to initial response
– Time to resolve issues overall
– Time to triage...
Next Steps ..

• Define Model of Engagement (Dedicated or Shared
Support Team)
• Define scope of support
• Define team com...
Case Study of Shared Support Team
Client: Retailer Based out of Austin, USA
Scope of Support: Application Support for 120 ...
Case Study of Shared Support Team
Client: One of India’s Largest Fashion Retailer based out Bangalore
Scope of Support: 24...
Clients
Partnerships
Neev Information Technologies Pvt. Ltd.
India - Bangalore

India - Pune

The Estate, # 121,6th Floor,

#13 L’Square, 3rd F...
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Neev Model for Support Engagements

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End-to-end support capabilities including Development; Infrastructure provisioning and deployment; Hosting Management and Support
Expertise of wide-array of technologies including: Java (Spring-Hibernate; Groovy on Grails), PHP (Magento, Ruby on Rails, ModX), ASP.NET, Mobile (iOS, Android, cross Platform)
Team composition can include Business Analysts, Technical Architects, Development Engineers, QA Engineers, Deployment Engineers and Hosting Management
Acquire and Adopt Business Knowledge

Published in: Technology, Business
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Neev Model for Support Engagements

  1. 1. Neev Model for Support Engagement
  2. 2. About Neev Web Mobile Magento eCommerce SaaS Applications Video Streaming Portals Rich Internet Apps Custom Development iPhone Android Windows Phone 7 HTML5 Apps Cloud AWS Consulting Partner Rackspace Joyent Heroku Google App Engine Key Company Highlights 250+ team with experience in managing offshore, distributed development. Neev Technologies established in Jan ’05 VC Funding in 2009 By Basil Partners User Interface Design and User Experience Design Part of Publicis Groupe Member of NASSCOM. Performance Consulting Practices Quality Assurance & Testing Outsourced Product Development Development Centers in Bangalore and Pune. Offices at Bangalore, USA, Delhi, Pune, Singapore and Stockholm.
  3. 3. Our Expertise • End-to-end support capabilities including Development; Infrastructure provisioning and deployment; Hosting Management and Support • Expertise of wide-array of technologies including: Java (Spring-Hibernate; Groovy on Grails), PHP (Magento, Ruby on Rails, ModX), ASP.NET, Mobile (iOS, Android, cross Platform) • Team composition can include Business Analysts, Technical Architects, Development Engineers, QA Engineers, Deployment Engineers and Hosting Management • Acquire and Adopt Business Knowledge
  4. 4. Our Principles in Support Engagement • Named Resources and Point of Contact • Adaptability to your engagement process • Seamless Integration with your existing teams (Dev/ Support) • Daily Stand-up meetings • Transparency around response planning and issues resolution • Minimized interruption to business critical systems • Long term relationship
  5. 5. Adaptability for Business Needs • 24/7 Support or Business Hour Support or Custom hour support • Chose the team composition and overall scope of work to be executed (App support/Infra Support/Development) • Flexible Engagement Plans • Integrate into your existing ticketing system or create new one • Integrate into your project management system • Ability to Scale • Ability to Prioritize tasks depending on Business Priorities
  6. 6. Process for Issue Resolution • Automated Phone call/SMS/Email alerts • Quick response time to critical errors • Action Oriented escalation handling
  7. 7. Alerts Alert can be created by Neev’s team or Client’s team. The issues can be reported by Ticketing system or Email Acknowledgement The issue will be acknowledged by Neev’s team as per SLA Analysis, Replication, Estimates The Bug once reported will be replicated and analyzed. The bug will be bucketed as a quick-fix or a system enhancement. Estimation and planning for bug fixing will be reported Issue Resolution, Testing , deployment Issue will be fixed, Tested and once approved can be released to production. The production release can be carried by either teams Analysis and documentation The issue and its resolution is recorded and bug triage will be executed Customer Happiness The Process
  8. 8. What we Track Weekly/Monthly Status meetings – Time to initial response – Time to resolve issues overall – Time to triage bugs
  9. 9. Next Steps .. • Define Model of Engagement (Dedicated or Shared Support Team) • Define scope of support • Define team composition • Define roles and responsibilities • Define systems and tools to be used (Ticketing/Project Management) • Define “Critical Issues” and define paths for resolutions • Define and Mutually agree on SLAs
  10. 10. Case Study of Shared Support Team Client: Retailer Based out of Austin, USA Scope of Support: Application Support for 120 hours/month Team Structure: Project Manager/Point of Contact, Developer, UI/UX Engineer, Deployment Engineer Integration with Client’s team: Client has a dedicated Project Manager/Point of Contact, QA Engineer Support process: – Ticketing system based on Base Camp (Client’s existing system) – Clients raises ticket through Ticketing System/Emails – Acknowledgement within 1 hour – Analysis, Replication, ETA to be sent within 24 hours – Daily Stand-up meets
  11. 11. Case Study of Shared Support Team Client: One of India’s Largest Fashion Retailer based out Bangalore Scope of Support: 24/7 Infra Support Team Structure: Project Manager/Point of Contact, Infrastructure Engineer Integration with Client’s team: Client has a dedicated Project Manager/Point of Contact Support process: – Automated alerts whenever the site/services are down – Acknowledgement within 1 hour – Ticketing system used is Happyfox (a SaaS based application) – Issue resolution and intimation – Monthly meet with analysis on site performance
  12. 12. Clients
  13. 13. Partnerships
  14. 14. Neev Information Technologies Pvt. Ltd. India - Bangalore India - Pune The Estate, # 121,6th Floor, #13 L’Square, 3rd Floor Dickenson Road Parihar Chowk, Aundh, Bangalore-560042 Pune – 411007. Phone :+91 80 25594416 Phone : +91-64103338 USA sales@neevtech.com Sweden Singapore Neev AB, Birger Jarlsgatan 1121 Boyce Rd Ste 1400, Pittsburgh PA 15241 Phone : +1 888-979-7860 #08-03 SGX Centre 2, 4 53, 6tr, Shenton Way, 11145, Stockholm Singapore 068807 Phone: +46723250723 Phone: +65 6435 1961 For more info on our offerings, visit www.neevtech.com

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