Post on 15-Jan-2015
description
CIGNEX Datamatics Confidential www.cignex.com
Webinar:
Is your Alfresco Application Running 24x7?
Achieve 0% Downtime for your Alfresco Application with CIGNEX Datamatics’ Application Management Service
Date: Aug 6, 2014
Presenter:
Name: Jogen Gondalia
Title: Head – Application Support
Name: Nirav Shah
Title: Sr. Director – Marketing
CIGNEX Datamatics Confidential www.cignex.com
CIGNEX Datamatics’ Alfresco Application Management Services
Life after Go-Live
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Need for Application Management Services
Are your Applications Monitored Round-the-Clock
Incurring High Application Maintenance Costs?
Inadequate Skills/Lack of Resources to Manage your Core Applications?
CIGNEX Datamatics Confidential www.cignex.com
Why Alfresco Application Management Services?
• Alfresco support covers core product
• Customizations / Application needs support
• Business units asking more applications to support
• Support cost – onsite/onshore too expensive
• Alfresco developers would like to work on new development projects and do not want to work on support / older versions, etc.
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CIGNEX Datamatics Confidential www.cignex.com
Application Management Services
• Offering over Alfresco Product Support – Non-Alfresco related defects – Code development / API documentation – Customizations – Hardware / performance issues – Architectural assistance – 3rd party technology defects, optimizations, and configurations
Support & Maintenance
Troubleshooting & Bug Fixes
Performance Monitoring
Upgrade & Data Migration
Product EOL Services
Enhancements & Customizations
Application Monitoring
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Enhance and Extend the Application Life – Increase ROI
CIGNEX Datamatics Confidential www.cignex.com
How It Works?
Tools
• JIRA (Web Ticketing)
• Helpdesk
• Nagios (Monitoring)
• QuEST (ALM)
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Sample Report
CIGNEX Datamatics Confidential www.cignex.com
How It Works? (continue)
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Head
Tech. Lead
Developer QA Consultant
Application Management Team @ CIGNEX Datamatics
Resource Pool @ CIGNEX Datamatics
Architecture
Testing/QA
Sr. Developer
Developer
UI/UX
Access to Resource
Pool
CIGNEX Datamatics Confidential www.cignex.com
Service Packages
Scope Bronze Silver Gold
Days Mon-Fri Mon-Fri Mon-Fri
Timing 10:30pm - 7.30am EST 3:30am - 12:30pm GMT
8:30pm - 11:30am EST 1:30am - 4:30pm GMT
8:30pm - 11:30am EST + P1 on call 1:30am - 4:30pm GMT + P1 on call
Web Response Time 8 Hours 4 Hours 2 Hours
Services Troubleshooting & patches
Deployment &
configuration
Permissions/Roles/Users
Management
Incident tracker &
resolution
Bronze+
Server administration
Installation
Silver+
Code reviews
Third party integration
Staging server
Phone support
24x7 No No Yes (on call)
Dedicated/Shared Shared Shared Shared with one dedicated Support consultant
Number of Servers Supported (Additional server @ US$100 / month)
2 2 4
Pricing/Month (US$) Please Contact us at info@cignex.com
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Note: Contact us for more details and customized packages
CIGNEX Datamatics Confidential www.cignex.com
Examples of Support Tickets from our Clients
• Full indexing taking too much time
• Filtering of duplicate PCL files based on system date
• PCL to PDF export is failed
• Can’t log into Alfresco application with a valid user
• Issue with drafts not showing program info correctly on production after name change
• Issues with workflow escalation sending to wrong person
• Metadata not loading onto template from database values
• Trashcan throws error when trying to empty
• "Failure to create content" message when adding an item that has the same title as other items
• Stuck thread issue in production
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Example #1 - Client benefitting from AMS
• Client Overview
– France based division of leading avionics company
• Application:
– Content Management Solution
• 3rd party integration
– Jboss Seam framework with Alfresco repository using RESTful API
• AMS support package from CIGNEX Datamatics
– Gold
• # of Tickets
– Bugs: 35
– Enhancements: 70
• Example of Tickets
– Bugs
• Stabilize import functionality of media titles
– Improvement
• Add order billing report to current system
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CIGNEX Datamatics Confidential www.cignex.com
Example #2 - Client benefitting from AMS
• Client Overview
– Global marketing and product development company in chemical industry
• Application:
– Document Management Solution
• 3rd party integration
– SAP with Alfresco
• AMS support package from CIGNEX Datamatics
– Gold
• # of Tickets
– Bugs: 7
– Enhancements: 5
• Example of Tickets
– Bugs
• Faster indexing of data
– Improvement
• Alfresco upgrade from 3.2 to 3.4.11
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CIGNEX Datamatics Confidential www.cignex.com
Example #3 - Client benefitting from AMS
• Client Overview
– US based consortium managing public assistance and welfare programs for 18 counties
• Application:
– Enterprise Content Management System
• 3rd party integration
– Data Processing Engine (DPE) with Alfresco
• AMS support package from CIGNEX Datamatics
– Gold
• # of Tickets
– Bugs: 7
– Enhancements: 5
• Example of Tickets
– Bugs
• PCL to PDF export failed for Online and Batch Processing
• JSON not working in Google Chrome
– Improvement
• Alfresco upgrade to 4.1.9
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CIGNEX Datamatics Confidential www.cignex.com
Example of Clients benefitting from AMS
Client Alfresco Applications Support Hours
US based private university Portal 8:30pm – 5:30am
PDT
Japan based semiconductor company Company Website 12:30pm – 10:00pm
JST
US based publicly traded chain of auto parts
stores
Contract Management System 8:30pm – 5:30am
PDT
US based entertainment company Company Website 24x7
UK based information provider for
proprietary research, analysis, ratings and
forecasts
Company Website with
E-commerce Store
7:00pm – 10:00am
BST
France based division of leading avionics
company, leader in passenger entertainment
systems
Content Management Solution 8:30pm – 5:30am
PDT
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Customers leveraging our AMS USA: 26 | EMEA: 4 | APAC: 3
CIGNEX Datamatics Confidential www.cignex.com
Client Benefits
• Quality Services
– Faster resolution
– Proactive monitoring
– Single Point of Contact
– Compliant processes
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• Timely Deployments – Off-peak hours support
– Best patch management practices
• Increased ROI – Reduced operating costs up-to
80%
CIGNEX Datamatics Confidential www.cignex.com
CIGNEX Datamatics Advantage
• Client Focus
– Ensure high availability
– Minimize Total Cost of Ownership of IT assets
• Expertise & Experience
– Experience of supporting over 100 clients with products and applications
– Expertise of 110+ content practice team with overall experience of 80+ Alfresco projects across various industries
• Flexible Engagement Model - Onsite & Offshore
– Largest system integrator offering offshore team support
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CIGNEX Datamatics Confidential www.cignex.com
Our Alfresco Expertise
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Alfresco Certified Consultants
80+ Alfresco Implementations
Gold Partner
Products & Solutions • RAPIDO • OCM • ICMP • SDP
Author of 5 Alfresco Books
Partner of the Year 2010 (North America, APAC)
CIGNEX Datamatics Confidential www.cignex.com
Alfresco – Integrations by CIGNEX Datamatics
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RIA Framework Learning Management Reports SSO
Proprietary Systems
Enterprise Mobility
ERP CRM Enterprise Portals e-Commerce
CIGNEX Datamatics Confidential www.cignex.com
Free Assessment Offer
• This assessment enables companies to maximize existing IT assets and build a roadmap of the vetted Open Source technology options to: – Reduce software costs up-to 70%
– Help generate opportunities for growth and service
• The FREE Assessment Offer Includes: – Situation Analysis
– Gap Analysis
– Recommendations/Roadmap
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For more information, please visit: www.cignex.com/freeassessment
or contact us at info@cignex.com
CIGNEX Datamatics Confidential www.cignex.com
Contact Us
Americas: americasales@cignex.com
EMEA – emeasales@cignex.com
APJ – asiapacificsales@cignex.com
Thank You
Making Open Source Work
Learn More
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