Imaginea product-support-offering
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Transcript of Imaginea product-support-offering
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward.
Product Support
Contact : [email protected]
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.”
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward.
Imaginea Product Support Differentiators
Multiple App Server
Support
Real World
Hadoop Experience
More than 200 ISV
Sites
Polyglot Engineers
Strong Insight
into Server Internals
JEE Cloud on EC2
Strong Product Service
Mix
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward.
Typical Issues Tackled by Imaginea Engineers
Performance Bottlenecks
Upgrade Hitches
Framework Usage
Errors & Exceptions
Application Misbehavior
Product Variations
Mystery Crashes
Configuration Problems
Standards Violation
JDK Problems
Threading Issues
Integration Issues
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward.
Typical Team Structure
Technical Support
Manager
Technical
Architect
Principal Engineer Principal Engineer
Senior Engineer Senior Engineer
Support Management, Ticket
Tracking, Response Times,
QoS, Billing
Resolving complex issues,
PoCs, Design, Customization,
Technical reports, team
upgrades, training
Daily tickets, closures,
development, communicating
with customer engineers
Daily tickets, implementations,
resolutions, fixes Senior Engineer
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward.
Methods
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward.
Client
Performance
Nagging Errors Design and code
analysis
Cluster-ability
Sizing and Scaling
Production Readiness
Portability
Multi-faceted Approach to Product Support
Imaginea
Consulting
Engineer
Middleware Support
Specialists
Server Internal
experts
Product Specialists
Solution Architects
N A T U R E O F P R O B L E M S
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward.
Tracking a Case
Case
Reported
Enter Case
Details
Check
Knowledge
Base
Case Resolved
and Closed
NO
Product Team Inputs
Support Team Action
Check App
Details
Advanced
Support
Log a
Defect
Issue
Resolution
Process
L1 L2 L3
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward.
L1
Product Support Flow (with Patching)
Support
Call
ASSIGNED
Support
Case
Log Bugs for
Tracking
Request
Patch
Product
Manager
Approval
Exit with
Customer
Communication
NO
Bug Status
Assigned as
Critical Bug Fixes
Patch
Developed
Test
Runs
Test Result Analysis
LOOP BACK FOR FURTHER FIX
OK
Standards &
Performance
Compliance
NO
Archive
Patch to
Production
L3
Product Team Inputs
Support Team Action
DEPLOYMENT
L2
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward.
Severity First Response Analysis
(Each iteration. After
receiving sought
inputs)
Solution/
Workaround
(After all analysis.)
Patch
(If needed. After
solution identified.)
Blocker
(production system down)
2 hours
(24 hours. Phone)
2 hours
(24 hours. Phone)
8 hours
2 days
Critical
(Serious Interruptions. But not
system-down)
2 hours 2 hours
1 day
3 days
Serious 4 hours
1 day
2 days
No Patch
Normal 1 day
2 day 1 week
No Patch
Minor 2 days
1 week 2 weeks
No Patch
Service Level Agreements (Case of App Server)
SLA times are for stages where Imaginea is not waiting for information from Client.
Analysis times, is after every iterations of inputs from client.
Imaginea expects Clients to work with our Support before going live on any new release/version.
To avoid issues that can be detected during staging stress tests.
All times are sequential- time after previous stage.
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.
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward.
Typical Phases in Investigation
Study Characterization & Analysis Changes prototype
Phase 1: App-Study
Customer
Final
Reports
Setup automated tests
IMAGINEA
Phase 2: Analysis & Prototype
Analysis of workloads
Report
Execute tests
Reports
Performance opts analysis
Alerts
Set up test environment
Implement/Prototype changes
Analyze Recommend Changes
Start
Application Study
Review Analysis/Tuning
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward.
Case Studies
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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).
Platform demonstration site
L3 support
Proofs of Concept
Performance tuning
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward.
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
JDBC Certification
2000 Test Cases
AppEngine Tutorials
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward.
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
Migration from Ruby to Java
New Product Development
QA Automation
L3 support
Copyright © 2011, Pramati Technologies Private Limited. Strictly Confidential and for Private Viewing only. Do not forward.
Thank you.