Support Services Delivery Model
We have designed a comprehensive, responsive Support Services Delivery Model to address the diverse support requirements of our clients.
We customize our solutions based on your needs – addressing diverse requirements across your functional and geographical business units. With a combination of teams from our delivery centers in India and China, we offer you a tailored solution which addresses your business needs and your financial budgets.
Our customized service offerings include -
- Flexible scope for services
- Costing on
- Fixed Price
- T&M
- SLA Based
- Application Ownership
- Shared resources
- Owning the service
- Delivery Model
- Onsite
- Offshore
- Onsite-Offshore
Our Delivery Model comprises of the following components-
Onsite Delivery and Support
In this model we position our consultants in the client’s premises who work in continuous interaction with the client’s team for the entire engagement period. These consultants can be managed by the client managers or by our delivery managers.
When to use this model –
- Infrastructure requirements dictate Onsite delivery
- The clients want a high degree of control for reasons of confidentiality
- Project needs continuous communication due to fluid requirements
Offshore Delivery Support
In Offsite Delivery Model, the scope of work is executed in our development centers unlike the Onsite model.
We have top-class development centers spread across India and China, with the best facilities, multiple communication channels, industry standard infrastructure backed by BCP plans for all locations. We provide a virtual extension of our client’s development facilities, backed with our commitment to 24/7 availability.
When to use this model –
- Budget Constraints
- Secure Connectivity from offshore to Client locations is not an issue
- Project Scope is clear and is long-term engagement
- Reduce infrastructure expense
- Round the clock availability
In this model, the teams are placed both at Onsite and at offshore. While the interaction with the client teams is done by the Onsite team, offshore team is involved in executing the scope.
When to use this model –
- Project is complex and for a long term
- Scope is clearly defined but there exists constraint on time and cost
Our Delivery Methodology typically consists of the following stage gates -
Due-diligence phase: The Objective of this phase is to detail out the scope of systems, understand system architecture, interface contacts, incident history, problem records, understand the CMDB, formulate a more detailed operations plan, form the next level teams and mentor them, formulate the communication plane, document-discuss-negotiate-signoff on the key performance indicators of the engagement and service level agreements.
Ready State phase: After due-diligence comes the next phase of work which includes filling in the gaps in CMDB, reverse due-diligence on knowledge, identify, change and signoff on process gaps, identify improvement areas with an action plan.
Steady State: The team would be ready to execute the scope of work with no assistance from external teams. The action plans would be implemented and plans for continuous improvement would be formulated.
Unique Benefits
With the combination of our global delivery model, our cost effective solution and our expertise in application support services, we ensure that
- Cost Benefits
- Reduction in total cost of ownership
- Support operations within budgets
- Efficient ROI
- Risk vs. Reward, Time & Material, Transaction or FTE based, and Fixed Bid contracts
- Operational Benefits
- Address the Support needs of business processes that cross organizational boundaries
- Provide a flexible business infrastructure that can scale to meet tomorrow's needs
- Flexible, reliable and scalable resource model which leads to faster time to market
- 24*7, 9*5 or 365 days of uninterrupted support
- Improvements in QOS and efficiency
- The benefit of a structured, responsive Engagement Model
- A robust Interaction model among the various stakeholders and partners
- Contractual commitment on the partnership success with upfront agreements