Production support and maintenance of business critical legacy systems

Summary:

Production support and maintenance of business critical legacy systems

Challenge:

This mainframe system of the client supporting applications dealing with claims, premium etc was maintained and supported by a third party vendor from onshore locations. The contract expiring in three months was not based on Service Level Agreements (SLAs). Our client wanted to find another partner for production support who could carry out the knowledge transfer from the existing vendor and carry out the support from offshore

Solution:

The production support and maintenance of the legacy applications was executed by the Offshore Development Center (ODC) located in Bangalore, India. Leveraging its Knowledge Acquisition Process, the indepth information on the applications was collected in a short time, the escalation methodology was devised, SLAs finalized and offshore environment simulated the client premises. Part of the core team involved in the Knowledge Acquisition phase onsite returned offshore to conduct training for the offshore team. This was followed by the Sustenance Phase where the offshore team provides services to the client against the pre-defined SLAs.

Benefits:

Comprehensive Service Level Agreements (SLAs) for both enhancements and break-fix support Six months into steady state there was a 20% reduction in the number of back-log service requests More than 50% annual savings in support and maintenance costs leveraging GlobeGain, the onsite - offshore delivery model A well defined review mechanism with reports through online extranet for clients.

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