Offshore Technical Support

CRR's is well equipped to provide support and maintenance service for products and applications.

A well-educated low-cost offshore labor force. 
The network support group at CRR's provides round-the-clock security, infrastructure and ensures lowest downtime in the communications link. 
24/7 continuous service provided by 4 teams in turn. 

Our technicians are stable and patient. They are able to get familiar with your applications very soon to provide services in the shortest time. 
A case study.

Customer ::

Client is a global company with operations in the U.S., Asia. and is a leading Internet infrastructure services provider. Client offers managed Internet services, including dedicated, remote and broadband access, Web hosting and Internet security.

Challenge ::

Client's network infrastructure consists of networking within its data centers and its Tier 1 Internet backbone, interconnecting the data centers and the sites they host to all major networks on the Internet through extensive high-speed, inter-provider interconnects.

Network, Firewall and VPN support is offered by the client to the customers as part their services. In addition client also provides 24 x 7 support for the systems that is hosted by the client. The calls are received by a Level 1 helpdesk and routed to the appropriate Level 2 support groups in the respective areas.

Client wanted a portfolio analysis done on his support delivery for the above services and suggested a framework for providing support from offshore.

Solution ::

CRR's consultants conducted a 2-week study of the support environment and adopted the following approach:

Understanding of operations, logs and checklists used by the support teams. 
High level study of the tools, processes used by client. 

Understanding of after office hour operations and approach to resolve escalations. 

Study of processes / documents used by different groups. 
Study the call distribution for the various service windows. 
Event management procedures.
Study the metrics and service levels required.
Arrive at an effort estimation based on the data collected.

The scope work including the areas to be supported and the services to be delivered was arrived at including the link bandwidth and tool requirements. A detailed migration approach was presented at the end of the study, along with the manpower, service windows and roles/responsibilities.

Network, Firewall/VPN and Datacenter systems (UNXI/NT systems) were identified as areas that could be supported from an offshore support center. The understanding of the support environment along with the various event management procedures that needs to be adopted/changed was presented to the client.

Benefits ::

Customer was provided different service options of providing support and hence was able to see the pros and cons.

The modified event management solution was provided which would suit the hybrid support environment.

The effort and timelines for the setup of the support service was arrived at

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