The document discusses Imaginea's product support services. It notes that Imaginea provides support for various software products using a multi-faceted approach involving product specialists, server internal experts, and middleware support specialists. The support process involves tracking cases through different levels of support and developing patches if needed. Imaginea aims to provide support according to specified service level agreements. Typical support phases involve application study, analysis and prototyping, with Imaginea and the customer working together on problem resolution. The document provides examples of support Imaginea has provided for companies including AppDynamics and Epocrates.

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Product Support
Contact : santosh.abraham@imaginea.com

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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.”

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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

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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

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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

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Methods

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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

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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

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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

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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.

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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

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Case Studies

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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).

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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

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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

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Thank you.
Santosh.abraham@imaginea.com