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Case Study 1 - XLC Support

Customer

The customer is Germany based ISDN backup systems company.

Requirement

Maintain a large baseline covering several Wide Area Network access products Large installed base in Europe

Solution Framework

  • Off-shore engineering support

    • The relationship was later converted to a dedicated facility for offshore engineering support. There are 15-20 Nodes in the DF and support for controlware systems in terms of enhancement and maintenance efforts is being provided.

  • Baseline control and Multiple General Access release management
    • Multiple baselines for all Controlware’s customers were controlled; for each customer patch, releases made and maintained; managed GA releases
  • Feature additions Migration of OS from AMX to OSE Conversion of zApp based code to VC++ for the NMS solutions
  • Customer Support
    • First Level Support: A team of engineers was located onsite to provide first level support to end customers.
    • Critical Site Support: Multiple team of engineers were sent onsite for integration & system testing.
Customer benefits

  • Reduced support management overhead
  • Continued availability of aptly trained engineers
  • Sustained ROI over 6 years

Case Study 2 - Current Engineering Centers

Customer

US based Software Solutions Provider, (initially a part of a global telcom major) is working in the fields of data warehousing and Unix based servers.

Requirement

  • Current engineering support for multiple product families Network, Transport and Application layers of OSI stack. X.25, Net BIOS, X Windows X.400 messaging services, X.500 directory services.
  • Need to move engineering focus to new generation products.
Solution Framework
  • Multi site development.
  • First level of support in US facility and next level in Aricent.
  • Migration to new hardware/OS versions.
  • Direct releases to the supply chain management.
  • Planned technology transfer to gain product knowledge.
  • Team of tech-leads got the know-how from customer and started the DF Defined and monitored SLAs
  • Prioritization of the customer reported problems and definition of turn-around time for the priorities established.
  • Protocol current engineering center 15 communication products handled.
  • Various X25 packages, OSI protocol based packages, Net BIOS and X-Windows packages.
  • Messaging current engineering center.
  • Two generations of messaging and directory products.
  • Used third party supplied source baselines.
  • Managed the change over to new generation products and also developed migration tools.
Customer benefits
  • Globalization of engineering. This was as part of the parent's strategy to globalize their engineering activities.
  • Continued satisfaction of customers.
  • The customer's clients saw a seamless transition from US based support to India based support.(In fact, most customers were not even aware of the changeover)
  • Sustained ROI over 6 years