Case Studies - Xtended Lifecycle Services
Case Study 1 - XLC Support through a Dedicated Facility for a German ISDN backup systems company
Customer
The customer is Germany based ISDN backup systems company. The relationship with Aricent started with the outsourcing of some software components for the development of a Multi Protocol Switch
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 - US based Software Solutions Provider
Customer
This 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. The relationship commenced through establishing a Dedicated Facility for the parent, to work on the networking protocol stacks on Unix.
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 FS.
- 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
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