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Services
Uberall provides Level 1, Level 2 and Level 3 services
of User Support activity through voice, Web, email
and online chat from our offshore facilities on
24x7 basis for the following areas: |
| Database
Management |
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Database Monitoring |
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Emergency Database Assistance |
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Proactive Database Management |
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Full Database Administration Activities |
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| General |
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Operating System Monitoring |
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| Application
customization and enhancements |
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Enhancement of specific functions |
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Roll out new modules or develop new features |
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Implementation on live server |
| In addition
to this, our User Support Services also include: |
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Providing inputs to our clients' design and / or
development team for improving the products and
the services |
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Creating knowledgebase and FAQ's.. |
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Application
Maintenance Services:
Uberall has proven expertise overseeing large-scale
application maintenance projects for companies
around the globe. By deploying a scalable staff
that has both domain and technology expertise, in
a 24x7 virtual workday model, we are able to provide
the full gamut of maintenance services, across diverse
platforms, across the enterprise.: |
| Services |
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End user support |
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Technical troubleshooting |
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Quality Assurance testing, Bug fixing patch building
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Error tracking and debugging |
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Root-cause analysis |
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Re-engineering & porting |
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Application upgrades and enhancements |
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Documentation development and maintenance |
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Build and Release Management |
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| Engagemental |
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Uberall can act as an extension of an IT support
team, or provide turn-key services. We can also
help companies to respond to changing service level
needs, with a "shadow team" in each engagement available
for rapid deployment. |
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| Methodology |
Uberall
has perfected a maintenance methodology for the
gradual transfer of duties from customer's in-house
maintenance team to our offshore team. While there
are variations depending on the nature of the application
and the scope of the project, in most maintenance
projects our four-phased methodology has proven
to be the most effective. The process begins with
our offshore attending to non-vital tasks and gradually
reaches the level where our team will assume complete
responsibility for systems management and upkeep.
This process is accomplished in four phases: |
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| Scope
definition |
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Study the business domain and systems/implementation |
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Study knowledge, culture and working methodology
of employees in different areas within the company |
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Select a team based on the execution platform, operating
systems, software environment, business environment,
databases, etc. |
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Define the scope of the support including types
of problems |
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Configure the right maintenance model along with
service level agreements |
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| Plan |
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" Setup infrastructure and support processes including
online web support management site. |
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Distribute work between client and offshore maintenance
teams |
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Provide training in the areas required to the maintenance
team under the guidance of the onsite team(if any) |
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Document processes for request submission, resolution,
escalation etc., performance matrices, environment
etc., |
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Schedule workload and system analysis |
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| Transition |
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Acquire complete knowledge of application execution
environment, operational knowledge, business logic
and structural/design knowledge |
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Set up Joint trials and Offshore maintenance teams
to perform most change request activities on its
own, including help desk calls |
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Set up client teams to retain highly critical activities
like change prioritization and version control |
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Finalize communication an reporting formats |
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| Steady
State Maintenance |
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Provide steady state support |
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Assume entire maintenance operation including end-user
support. |
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Build knowledge base |
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Performance monitoring and reporting. |
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| Benefits |
| By taking
advantage of Uberall's application maintenance services
and leveraging our global delivery capabilities,
our clients gain benefits such as: |
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Reduction in maintenance, support and enhancement
costs |
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Faster time to market for new initiatives |
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Redeployment of client staff to mission-critical
projects |
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Price, quality, productivity and service guarantees
through mutually agreed-upon performance levels
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Long-term and mutually beneficial partnership |
