1. Neev Model for Support
Engagement

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. 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. 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. 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. Process for Issue Resolution
• Automated Phone call/SMS/Email alerts
• Quick response time to critical errors
• Action Oriented escalation handling

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. What we Track
Weekly/Monthly Status meetings
– Time to initial response
– Time to resolve issues overall
– Time to triage bugs

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. 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. 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. Clients

13. Partnerships

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