Maxnet’s 24×7 EDW Production Support Services
Maxent’s EDW production support services aim to minimize downtime and cater to the niche requirements of clients in the retail and healthcare industries. From L1 to L4, our support tiers adhere to the SLA to ensure seamless monitoring of production defects and minimal disruption. Our approach integrates a perfect blend of tailored and conventional EDW product support practices to cater to unique user requests and potential issues.
| Support Phase | L1 | L2 | L3 | L4 |
|---|---|---|---|---|
| Core Features | The first connect to register the failure. | L2 support will help in managing and resolving basic failure. | L3 support can help in managing small bug fixes. | L4 support will include all other support. |
| Primary Support |  | | | |
| Minor Enhancement |  | | | |
| Bug Fixes, Performance Tuning | | | | |
| Subject Matter Expert | | | | |
| Root Cause analyses | | | | |
| Support Model | Incidence are resolved by Onsite Team | Onshore and Offshore work as a team to resolve | Major team will work from offshore to resolve | Complete support from offshore team |
| Time zone leverage | | | | |
| When To Adopt | When requirements are not clear, and it may need to handle undefined task, this option will work | For unloading non strategic function | To offload major responsibility for support tasks | To drive incremental value to achieve business objective including enhancement and support |
| Support Hours | 8 Hr12 Hr16 Hr24 Hr | |||
| Choose No of Days for Support | Days of week5 Hr7 Hr | |||
| Point-of-failure analysis | | | | |
| Technical debt | | | | |
| Support Phase | L1 | L2 | L3 | L4 |
|---|---|---|---|---|
| Core Features | The first connect to register the failure. | L2 support will help in managing and resolving basic failure. | L3 support can help in managing small bug fixes. | L4 support will include all other support. |
| Primary Support |  |
|
|
|
| Minor Enhancement |  |
|
|
|
| Bug Fixes, Performance Tuning | |
|
|
|
| Subject Matter Expert | |
|
|
|
| Root Cause Analyses | |
|
|
|
| Support Model | Incidents are resolved by Onsite Team | Onshore and Offshore work as a team to resolve | Major team will work from offshore to resolve | Complete support from offshore team |
| Time Zone Leverage | |
|
|
|
| When To Adopt | When requirements are not clear, and it may need to handle undefined tasks, this option will work | For unloading non-strategic functions | To offload major responsibility for support tasks | To drive incremental value to achieve business objectives, including enhancement and support |
| Support Hours |
8 Hr12 Hr16 Hr24 Hr
|
|||
| Choose No of Days for Support |
Days of week5 Days7 Days
|
|||
| Point-of-failure Analysis |
|
|
|
|
| Technical Debt | |
|
|
|
Maxnet - 24x7 Production Support Process
Ticket raised by customer
Customers can raise a ticket by submitting it via a dedicated platform, ensuring their issues are documented and tracked efficiently. Crucial data tied to each ticket can be viewed on a unified dashboard.
Ticket assigned to the support staff
A support case is created and the ticket is categorized and assigned to a support staff with suitable expertise.
Investigation and diagnoses
Our team investigates and diagnoses production defects to determine the root cause before implementing a fix. This is done to ensure the right solution is applied and prevent the same issue in the future.
Conditional branching
We deploy conditional branching techniques at every stage to simplify the 24×7 support workflow. This smart decision-making structure enables us to categorize and assign tickets based on complexity and priority, for round-the-clock support.
Real-time ticket status tracking
Every ticket’s progress is tracked in real-time and the user is updated to ensure operations run smoothly. Additionally, our team steps in case any major issues surface, to provide interim solutions without affecting your operations and maintaining minimum downtime.
Collaborated team effort
The collaborated team effort ensures all the production defects are addressed promptly and every support personnel is on the same page. This paves the way for immediate escalation in case immediate attention is required to address critical incidents.
Case Studies
Implementation of End-to-End Data Warehouse system with business intelligence reporting.
✔︎ Modern Technology
✔︎ IT services
Empowering Business Stakeholders Through Insightful Business Intelligence Reporting and Process Enhancements.
✔︎ Modern Technology
✔︎ IT services
Development and Support SharePoint Portal.
✔︎ Modern Technology
✔︎ IT services
Enhancing Database support and maintenance.
✔︎ Modern Technology
✔︎ IT services
Why do Clients Across the Globe Trust Us?
Real-time Incident Troubleshooting and Resolution
We leverage the benefits of advanced monitoring tools to identify and troubleshoot incidents in real-time as much as possible. The objective is to ensure your EDW environment is up and running with minimal downtime.
Customized EDW Production Support Services and Solutions
Every EDW architecture or environment is unique introducing its fair share of challenges. Our processes and assistance protocols are configured to handle data and infrastructure-related issues.
Assistance Across All Support Tiers
From the first kick-off call and primary L1 support to root cause and point-of-failure analysis along with high-degree technical L4 support, our team of experts is equipped to investigate, analyze, and diagnose complex issues.
SLA Commitment With Quick Response Times
At Maxnet, we offer timely support with different levels of response times and availability depending on the support tier. The structured EDW production support processes ensure you receive timely and personalized support based on SLAs and niche requirements.
