PRODUCT MAINTENANCE AND TECHNICAL SERVICES
Product Maintenance, Upgrades and Help Desk Services
Independent software vendors (ISVs) and other technology product providers can spend as much as 30-50% or more of annual operating budgets on routine product maintenance efforts on behalf of their customers. Efforts such as bug fixes and minor product enhancements, technology or platform upgrades, Help Desk management, release management, and related configuration control absorbs significant technical staff and management time while diverting efforts and funds from more strategic product development. While annual maintenance or other revenue-generating fees are designed to cover these efforts, gains in efficiency at lower cost provide immediate and long-term gains in profitability.
Infospectrum helps ISVs and other product providers by taking on product maintenance tasks, technology upgrades, and first tier or second tier Help Desk services at the same or better quality and at lower cost. We take our commitment to providing excellence in after market product maintenance services seriously. Regardless of whether we are providing first tier or second tier support services, we understand that ultimately the service levels provided are a reflection of our client to their customer. Therefore, we use Service Level Agreements (SLAs) and a metric-based approach to ensure the highest quality support is provided and to give our clients the means for measuring success.
Infospectrum is also expert in the transition of product maintenance and technical support functions to our Center of Excellence in Nagpur, India. The transition can be gradual and maintenance task-specific, or immediate and comprehensive where we provide full level support. But, in either case, we carefully plan the transition, provide appropriate technical and functional skill sets to ramp our knowledge of your product, and establish a Quality Plan to ensure the transition is seamless and that the high quality support is provided to our client’s customer using our CMMI-certified processes.
We operate as an extension of our client’s software engineering, technical or product support organization and can perform tasks such as:
- First or second tier Help Desk Support for any time zone, 24 x 7 x 365 using dedicated support teams and the client’s or our policies and procedures
- Bug fixes, routine product enhancements, testing, patches, and configuration management
- Product release management and distribution
- Database upgrades and upgrades of other third party product components, platforms, and technologies
- Technical architecture upgrades from older technologies to newer technologies such as J2EE and Service Oriented Architecture (SOA) approaches
- User and technical documentation maintenance
Porting and Migration Services
Infospectrum’s porting and migration services helps Independent software vendors (ISVs) with packaged products and even company IT departments with legacy systems to migrate software applications to the latest technologies, platforms, and architecture. In the case of ISVs, porting and migration of packaged product offerings can be a strategic requirement to ensure product viability in the marketplace, such as migration to J2EE and Service Oriented Architecture (SOA) approaches. Or the effort can be more routine such as to ensure supportability of underlying technical components, databases, operating systems etc. In the case of companies with specialized or highly functional custom systems on older technology platforms, it is sometimes more cost effective to re-engineer rather than replace the system. These efforts can entail migration to newer, platform-independent architectures, re-programming of applications and user interfaces (UIs).
Infospectrum has extensive experience in transitioning older systems and applications to newer technologies while leveraging our industry domain knowledge to re-engineer application functionality and UIs. Our experience in working with older systems and programming languages, coupled with an in-depth knowledge of new architectures and web-based technologies, enables us to rapidly migrate our clients’ applications to innovative, more maintainable web and software-as-a-service (SaaS) solutions. We can re-engineer all the architectural layers of the application including presentation layers, business logic, databases, and data layers, using our CMMI and ISO-certified processes and, where applicable, our re-engineering tools and automated approaches.
We have significant experience in migrating mainframe applications to distributed systems, client/server applications to web-enabled applications, and porting applications from one database to another database, while ensuring integration or compatibility with current releases of third party products.
We offer several options to Web-enable existing legacy mainframe/client-server systems, including:
- Database migration
- Programming language migration
- Operating system/platform migration
- Code restructuring
- User interface development
- Stress testing and performance optimization
- Technical and user documentation development
System Integration Services
Most organizations rely on numerous enterprise applications, data stores, and business partners to conduct business. System integration to such a wide variety of new and old applications – across the enterprise as well as with supply chain partners -- has always been a major challenge to achieving real-time business processes execution. Today, business agility requires not only that the integrations across heterogeneous systems are in place but also upgraded and maintained as applications and underlying technologies evolve.
Infospectrum is mindful that the products we develop or the projects we support on behalf of our clients typically involve “mission critical” system integrations to third party products or legacy systems. We also understand that our deep industry domain expertise is an important factor in delivering these mission critical interfaces rapidly, cost effectively, and so that they leverage our clients’ enterprise and supply chain functions For these reasons, we have developed particular expertise in supporting Independent software vendors (ISVs) in the development of standard product application programming interfaces (APIs) methods and associated integration tools, as well supporting businesses in large-scale integration efforts remotely or on-site anywhere on the globe.
Infospectrum is technology and integration vendor “agnostic” but has extensive expertise with a variety of EAI tools such as WebMethods, BEA, MQ Series, WebSphere as well as led a variety of system integration projects using XML-based and web services integration methods.
Using our CMMI-certified processes, we take a system engineering approach to integration so that our ISV clients or the IT departments of our business clients receive the following benefits:
- Ensures comprehensive end-to-end process integration capability that spans the heterogeneous enterprise and supply chain system environment.
- Manages multiple mission critical processes, large transaction volumes, and demanding operation requirements spanning physical geographies and ensures enterprise-level performance and global scalability with no single point of failure.
- Supports mission critical applications around the world with 24 x 7 availability.
- Streamlines clients’ organizational efficiency for a positive impact on the bottom line and extends value of investments in systems and process integration.
- Integrates seamlessly into clients’ portal technology to accelerate composite application development and provide a single contextual interface based on user roles and privileges.
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