imaginea product-support-offering

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Product Support

Contact : [email protected]


What we hear in the marketplace…

“Vendor professional services are expensive, but they carry good product expertise.”

“We find experts in infrastructure software to be expensive and are hard to find.”

“We have used public domain but help is not consistent and dependable enough for us.”

“Generic software services companies have the process, but they lack the diagnostics.”


Imaginea Product Support Differentiators

Multiple App Server

Support

Real World

Hadoop Experience

More than 200 ISV

Sites

Polyglot Engineers

Strong Insight

into Server Internals

JEE Cloud on EC2

Strong Product Service

Mix


Typical Issues Tackled by Imaginea Engineers

Performance Bottlenecks

Upgrade Hitches

Framework Usage

Errors & Exceptions

Application Misbehavior

Product Variations

Mystery Crashes

Configuration Problems

Standards Violation

JDK Problems

Threading Issues

Integration Issues


Typical Team Structure

Technical Support

Manager

Technical

Architect

Principal Engineer Principal Engineer

Senior Engineer Senior Engineer

Support Management, Ticket

Tracking, Response Times,

QoS, Billing

Resolving complex issues,

PoCs, Design, Customization,

Technical reports, team

upgrades, training

Daily tickets, closures,

development, communicating

with customer engineers

Daily tickets, implementations,

resolutions, fixes Senior Engineer


Methods


Client

Performance

Nagging Errors Design and code

analysis

Cluster-ability

Sizing and Scaling

Production Readiness

Portability

Multi-faceted Approach to Product Support

Imaginea

Consulting

Engineer

Middleware Support

Specialists

Server Internal

experts

Product Specialists

Solution Architects

N A T U R E O F P R O B L E M S


Tracking a Case

Case

Reported

Enter Case

Details

Check

Knowledge

Base

Case Resolved

and Closed

NO

Product Team Inputs

Support Team Action

Check App

Details

Advanced

Support

Log a

Defect

Issue

Resolution

Process

L1 L2 L3


L1

Product Support Flow (with Patching)

Support

Call

ASSIGNED

Support

Case

Log Bugs for

Tracking

Request

Patch

Product

Manager

Approval

Exit with

Customer

Communication

NO

Bug Status

Assigned as

Critical Bug Fixes

Patch

Developed

Test

Runs

Test Result Analysis

LOOP BACK FOR FURTHER FIX

OK

Standards &

Performance

Compliance

NO

Archive

Patch to

Production

L3

Product Team Inputs

Support Team Action

DEPLOYMENT

L2


Severity First Response Analysis

(Each iteration. After

receiving sought

inputs)

Solution/

Workaround

(After all analysis.)

Patch

(If needed. After

solution identified.)

Blocker

(production system down)

2 hours

(24 hours. Phone)

2 hours

(24 hours. Phone)

8 hours

2 days

Critical

(Serious Interruptions. But not

system-down)

2 hours 2 hours

1 day

3 days

Serious 4 hours

1 day

2 days

No Patch

Normal 1 day

2 day 1 week

No Patch

Minor 2 days

1 week 2 weeks

No Patch

Service Level Agreements (Case of App Server)

SLA times are for stages where Imaginea is not waiting for information from Client.

Analysis times, is after every iterations of inputs from client.

Imaginea expects Clients to work with our Support before going live on any new release/version.

To avoid issues that can be detected during staging stress tests.

All times are sequential- time after previous stage.

Solution/Workaround depends on the nature of the problem.

Severity Set by Client. Agreed mutually post that.

All times in blue are during biz hours.


Typical Phases in Investigation

Study Characterization & Analysis Changes prototype

Phase 1: App-Study

Customer

Final

Reports

Setup automated tests

IMAGINEA

Phase 2: Analysis & Prototype

Analysis of workloads

Report

Execute tests

Reports

Performance opts analysis

Alerts

Set up test environment

Implement/Prototype changes

Analyze Recommend Changes

Start

Application Study

Review Analysis/Tuning


Case Studies


AppDynamics Multi-appserver L3 support for debugging and troubleshooting SaaS deployments (Expedia/6K Nodes/.Net, NetFlix/10K Nodes Live and Staging/JEE)

Built online product shopping site, WCF services, Web interface, back end communication with SQL Sever 2008 and MSMQ

Worked extensively building applications using JEE, WCF, WCF Dataservices, NET.TCP, WCF as REST, hosting WCF services in different environments (IIS, Windows services)

Performance monitoring using perfmon counters, and dump analysis using windbg.

Built Azure sample web roles and worker roles to evaluate Azure version of AppDynamics (PoCs).

Platform demonstration site

L3 support

Proofs of Concept

Performance tuning


Google AppEngine JDBC 4.0 Certification for Cloud SQL Driver of Google AppEngine

Covers 15 Chapters of the JDBC 4.0 Specification (JSR 221)

Compatibility with MySQL Driver and Reference Check with Progress DataDirect

Fixed Bid Turnkey Engagement

JDBC Certification

2000 Test Cases

AppEngine Tutorials


Epocrates Full Blown ODC with ~40 engineers owning complete platform, lifecycle services

Core platform services (Common Services Framework), iOS and Core Product Test Automation

Migrating from Ruby to Java, Writing new product components in Java

Building Proof of Concepts

Developing Mobile (iOS) and Web Automation Frameworks

Migration from Ruby to Java

New Product Development

QA Automation

L3 support


Thank you.

[email protected]

imaginea product-support-offering

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