Server partner technical
support for a proprietary Unix OS
The customer
A large Platform
Vendor
The challenge
The end users
are ISVs selling software on the OS
Provide tuning and performance
related information to end-users
Assist with migration and
compatibility issues related to new releases
of Operating System
Provide consultation on
interface and usage of Unix on all platforms
of the customer
The solution
Provided 24 X 365
support window.
Multiple channels for contact:
Telephone,
Email, Web and Fax
Our Responsibilities include:
Interfacing
with partners and addressing queries related
to support process
Scheduling and allocating
resources for resolution of problems
Tracking of all partners
reported problems
Preparation and presentation
of metrics during sync releases
Managed critical failure situations. An example:
“On a single day, the center received nearly
100 calls reporting several symptoms of network
failure, after an update. The calls came from internal
and external clients and the ‘feature audit
server’ itself came down with the entire developer
network. The team had only a 30minute window to
capture live traces. The team swung into action,
managed customer expectations and collected the
required traces by logging on to client networks.
The team was able to integrate the various symptoms
reported, analyze the traces and identify the problem
as related to the NFS. The team provided a workaround,
and then continuously monitored the case, at times
working closely with the engineering support.”
The benefits
Faster resolution
of critical issues, leading to better customer
satisfaction
Meet and better the service
resolution norms as set by the customer
Provide the engineering
team with critical and accurate information
about the problem to enable faster problem
resolution
