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Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward...
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward...
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward...
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward...
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward...
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward...
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward...
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward...
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward...
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward...
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward...
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward...
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward...
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward...
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward...
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward...
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Imaginea product-support-offering

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Imaginea product-support-offering

  1. 1. Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward. Product Support Contact : santosh.abraham@imaginea.com
  2. 2. Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward. What we hear in the marketplace… “Vendor professional services are expensive, but they carry good product expertise.” “We find experts in infrastructure software to be expensive and are hard to find.” “We have used public domain but help is not consistent and dependable enough for us.” “Generic software services companies have the process, but they lack the diagnostics.”
  3. 3. Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward. Imaginea Product Support Differentiators Real World Hadoop JEE Cloud Experience on EC2 Strong Multiple Insight App Server into Server Support Internals Polyglot More than Engineers 200 ISV Sites Strong Product Service Mix
  4. 4. Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward. Typical Issues Tackled by Imaginea Engineers Performance Upgrade Framework Errors & Bottlenecks Hitches Usage Exceptions Application Product Mystery Configuration Misbehavior Variations Crashes Problems Standards JDK Threading Integration Violation Problems Issues Issues
  5. 5. Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward. Typical Team Structure Support Management, Ticket Technical Support Tracking, Response Times, QoS, Billing Manager Resolving complex issues, PoCs, Design, Customization, Technical Technical reports, team Architect upgrades, training Daily tickets, closures, development, communicating Principal Engineer Principal Engineer with customer engineers Daily tickets, implementations, Senior Engineer Senior Engineer Senior Engineer resolutions, fixes
  6. 6. Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward. Methods
  7. 7. Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward. Multi-faceted Approach to Product Support N A T U R E O F P R O B L E M S Nagging Errors Cluster-ability Design and code Production Readiness Performance analysis Sizing and Scaling Portability Client Middleware Support Specialists Product Specialists Imaginea Consulting Engineer Server Internal Solution Architects experts
  8. 8. Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward. Tracking a Case L1 L2 L3 Check App Advanced Log a Details Support Defect NO Case Enter Case Check Issue Case Resolved Reported Details Knowledge Resolution and Closed Base Process Support Team Action Product Team Inputs
  9. 9. Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward. Product Support Flow (with Patching) L1 L2 NO ASSIGNED Support Support Log Bugs for Request Product Exit with Call Case Tracking Patch Manager Customer Approval Communication L3 Bug Status Assigned as Test Result Analysis Bug Fixes Critical DEPLOYMENT OK Patch to Standards & Test Patch NO Runs Developed Production Performance Compliance Support Team Action LOOP BACK FOR FURTHER FIX Product Team Archive Inputs
  10. 10. Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward. Service Level Agreements (Case of App Server) SLA times are for stages Severity First Response Analysis Solution/ Patch where Imaginea is not (Each iteration. After Workaround (If needed. After receiving sought (After all analysis.) solution identified.) waiting for information inputs) from Client. Blocker 2 hours 2 hours 8 hours 2 days (production system down) (24 hours. Phone) (24 hours. Phone) Analysis times, is after Critical 2 hours 2 hours 1 day 3 days every iterations of inputs (Serious Interruptions. But not from client. system-down) Imaginea expects Clients Serious 4 hours 1 day 2 days No Patch to work with our Support before going live on any Normal 1 day 2 day 1 week No Patch new release/version. Minor 2 days 1 week 2 weeks No Patch To avoid issues that can be detected during All times are sequential- time after previous stage. staging stress tests. Solution/Workaround depends on the nature of the problem. Severity Set by Client. Agreed mutually post that. All times in blue are during biz hours.
  11. 11. Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward. Typical Phases in Investigation IMAGINEA Customer Study Characterization & Analysis Changes prototype Final Reports Implement/Prototype changes Alerts Review Analysis/Tuning Reports Performance opts analysis Analyze Recommend Changes Report Execute tests Setup automated tests Set up test environment Analysis of workloads Application Study Start Phase 1: App-Study Phase 2: Analysis & Prototype
  12. 12. Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward. Case Studies
  13. 13. Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward. Platform demonstration site L3 support Proofs of Concept Performance tuning AppDynamics Multi-appserver L3 support for debugging and troubleshooting SaaS deployments (Expedia/6K Nodes/.Net, NetFlix/10K Nodes Live and Staging/JEE) Built online product shopping site, WCF services, Web interface, back end communication with SQL Sever 2008 and MSMQ Worked extensively building applications using JEE, WCF, WCF Dataservices, NET.TCP, WCF as REST, hosting WCF services in different environments (IIS, Windows services) Performance monitoring using perfmon counters, and dump analysis using windbg. Built Azure sample web roles and worker roles to evaluate Azure version of AppDynamics (PoCs).
  14. 14. Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward. JDBC Certification 2000 Test Cases AppEngine Tutorials Google AppEngine JDBC 4.0 Certification for Cloud SQL Driver of Google AppEngine Covers 15 Chapters of the JDBC 4.0 Specification (JSR 221) Compatibility with MySQL Driver and Reference Check with Progress DataDirect Fixed Bid Turnkey Engagement
  15. 15. Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward. Migration from Ruby to Java New Product Development QA Automation L3 support Epocrates Full Blown ODC with ~40 engineers owning complete platform, lifecycle services Core platform services (Common Services Framework), iOS and Core Product Test Automation Migrating from Ruby to Java, Writing new product components in Java Building Proof of Concepts Developing Mobile (iOS) and Web Automation Frameworks
  16. 16. Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward. Thank you. Santosh.abraham@imaginea.com

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