CIGNEX Datamatics Confidential www.cignex.com
Webinar:
Is your Liferay Application Running 24x7?
Achieve 0% Downtime for your Liferay Portal with CIGNEX Datamatics’ Application Management Service
Date: Feb 19, 2014
Presented by
Name: Jogen Gondalia
Email: [email protected]
Title: Head – Application Support
CIGNEX Datamatics Confidential www.cignex.com
One Framework Powering Enterprise Portals
Portal
Intranet, Extranet
Social Networking
Web and Enterprise Content
Enterprise Search
Business Insights & Analytics
Business Applications
Communities
Content Search
Insights
Complex Apps Sites
Collaboration Platform for the Enterprise and Internet
CIGNEX Datamatics Confidential www.cignex.com
Liferay in Enterprise IT Eco-system
Legacy Apps
Proprietary SW
.NET Systems
CMS Repositories
Universal Enterprise Web Application Platform
16 Apps Servers included
13 Databases including
Linux Mac Windows
e-learning Applications
Targeted Vertical Applications
Lotus Notes Integration
Performance Monitoring
Applications
Collaborative Suites
CRM Applications
Knowledge Management
ERP Applications
Shared Workplace
Enterprise Social
Networks
Consumer Web
Liferay Plug-in Repository
ESB
/ W
eb
Serv
ice
/ R
EST
In
tegr
ati
on
SOA
Reporting, Workflow, XForms
apps
Google Web Toolkit, Ruby, Php integration
Content Management | Portal Framework | Collaboration
Web 2.0
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CIGNEX Datamatics Confidential www.cignex.com
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Need for Application Management Services
Are Applications Monitored Round-the-Clock
Incurring High Application Maintenance Costs?
Inadequate Skills/Lack of Resources to Manage Core Applications?
CIGNEX Datamatics Confidential www.cignex.com
CIGNEX Datamatics’ Liferay Application Management Services
Life after Go-Live
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CIGNEX Datamatics Confidential www.cignex.com
Why Liferay Application Management Services?
• Liferay support covers core product
• Customisations / Application needs support
• Business units asking more applications to support
• Support cost – onsite/onshore too expensive
• Liferay developers would like to work on new development projects and do not want to work on support / older versions, etc.
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CIGNEX Datamatics Confidential www.cignex.com
Application Management Services
• Offering over Liferay Product Support – Non-Liferay related defects – Code development / API documentation – Customizations – Hardware / performance issues – Architectural assistance – 3rd party technology defects, optimizations, and configurations
Support & Maintenance
Troubleshooting & Bug Fixes
Performance Monitoring
Upgrade & Data Migration
Product EOL Services
Enhancements & Customizations
Application Monitoring
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Enhance and Extend the Application Life – Increase ROI
CIGNEX Datamatics Confidential www.cignex.com
How It Works?
Tools
• JIRA (Web Ticketing)
• Helpdesk
• LESA (Liferay)
• Nagios (Monitoring)
• QuEST (ALM)
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Sample Report
CIGNEX Datamatics Confidential www.cignex.com
How It Works? (cont..)
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Head - Support
Sr. Support Lead
Support Developer
QA Consultant
Application Management Team Structure @ CIGNEX Datamatics
Resource Pool @ CIGNEX Datamatics
Architecture
Testing/QA
Sr. Developer
Developer
UI/UX
Access to Resource
Pool
CIGNEX Datamatics Confidential www.cignex.com
Service Packages
Scope Bronze Silver Gold
Days Mon-Fri Mon-Fri Mon-Fri
Timing 10:30pm - 7.30am EST 8:30pm - 11:30am EST Week days 8:30pm - 11:30am EST
+ P1 on call (addtional cost) Web Response Time 8 Hours 4 Hours 2 Hours
Services Troubleshooting & patches
Deployment &
configuration
Permissions/Roles/Users
Management
Incident tracker &
resolution
Bronze+ Control panel/server
administration
Installation
Silver+ Code reviews
Third party integration
Staging server
Phone support
24x7 No No Yes (on call)
Dedicated/Shared Shared Shared Shared with one dedicated Support consultant
Number of Servers (Additional server @
US$100 / month)
2 2 4
Pricing/Month (US$) Please Contact us at [email protected]
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Note: Contact us for more details and customized packages
CIGNEX Datamatics Confidential www.cignex.com
Examples of Support Tickets
• Liferay web service is down or not accessible in Production
• Login Hook to work with Siteminder
• Tertiary level navigation menu within Liferay
• Creating Multiple portlets in a Portlet project
• Spring MVC Portlet deployment issue
• Liferay Theme Issue
• Language dropdown issue – several of the languages listed in the dropdown are being replaced with numeric sequences
• Can’t log into application with a valid user
• Search page shows empty pagination box at the bottom with total FAQ count less than 10
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CIGNEX Datamatics Confidential www.cignex.com
An Example Client benefitting from AMS
• Client Overview
– Global semiconductor company
• Application:
– Corporate/Product website (including custom mobile site) with 5 regional sites hosted on AWS
• 3rd party integration
– Liferay with Solr, MongoDB, NodeJS, Google Analytics, Omniture Analytics,
• AMS support package from CIGNEX Datamatics
– Gold
• # of Tickets
– Bugs: 10/month
– Enhancements: 5/month
• Example of Tickets
– Bugs
• Displaying incorrect result in site search
• Publish to live doesn’t work for several pages
– Improvement
• Add country selection to user registration on all languages/sites
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CIGNEX Datamatics Confidential www.cignex.com
Additional Example of Clients
Client Liferay Applications Support Hours
US based leading stakeholder management
solutions for life sciences and financial
companies
Web based portal 10:30pm - 11:30am
EST
US based global financial services firm Multiple applications support 24x7
UK based an internet service provider Company website 3:30am - 12:30pm
GMT
US based global distributor and supplier of
laboratory products
Global intranet
10:30pm - 11:30am
EST
US based multinational of information
technology (IT)
Benefits portal for medical, food,
and cash assistance
programs
24x7
Global semiconductor company Company website with 5 country
specific sites
8:30pm - 11:30am
EST
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Customers leveraging our Liferay AMS USA: 26 | EMEA: 4 | APAC: 3
CIGNEX Datamatics Confidential www.cignex.com
Client Benefits
• Quality Services
– Faster resolution
– Proactive monitoring
– Single Point of Contact
– Compliant processes
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• Timely Deployments – Off-peak hours support
– Best patch management practices
• Increased ROI – Reduced operating costs up-to
80%
CIGNEX Datamatics Confidential www.cignex.com
CIGNEX Datamatics Advantage
• Client Focus
– Ensure high availability
– Minimize Total Cost of Ownership of IT assets
• Expertise & Experience
– Experience of supporting over 100 clients with Liferay products and applications
– Expertise of 240+ portal team with overall experience of 200+ Liferay projects across various industries
• Flexible Engagement Model - Onsite & Offshore
– Largest system integrator offering offshore team support
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CIGNEX Datamatics Confidential www.cignex.com
Our Liferay Expertise
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240+ Liferay Professionals
Platinum Partner
Products - Marketplace
Author of 7 Liferay Books
200+ Liferay Projects in 15 Countries
Community Excellence Awards
35+ Reusable Components
4000+ Posts in Liferay Community
CIGNEX Datamatics Confidential www.cignex.com
Name: Jogen Gondalia
Email: [email protected] or [email protected]
Title: Head – Application Support
Thank You. Any Questions ?
Making Open Source Work
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