L1 TECHNICAL SUPPORT
THE CORNERSTONE OF SUCCESSFUL SERVICE DELIVERY
Taking over tier-one support from the client, CSS Corp has been able to deliver 24x7 first response and resolution, making space for tier-two support groups to handle critical issues effectively.
Building a firm ground of L1 Technical Support is key to any service organization, its importance being two-fold: A good L1 level support helps save on service delivery costs and time, while also liberating level two support groups to handle more critical issues. From our experience of having worked with multinational telecommunications companies before, CSS Corp was in the perfect position to help the client in their endeavor to streamline their support process.
CSS Corp's 15-member team delivers exceptional L1 level support to around 32 keynote sales flows, and 900+ servers across three datacenters from two locations, saving costs and adhering to SLAs consistently.
About the Client
The client, is an international telecommunication service provider offering wireless, wireless, and other assorted services to consumers, businesses, and other providers.
L1 TECHNICAL SUPPORT: BUSINESS CHALLENGES
Before CSS Corp's engagement with the client their e-commerce operations tier-two support groups were responsible for resolving the entire gamut of issues, from monitoring, handling, and investigating basic 1:1 issues to critical business impacting ones. This drained a lot of their time and resources, making it difficult to focus on critical or complex site outages and site performance issues.
Moreover, the same team. also handled events / issues during off-hours, increasing their workload substantially. The client was in search of a partner, who could handle the tier-one support. without any negative impact on business as usual in a reasonable span of time.
CSS CORP SOLUTION: L1 TECHNICAL SUPPORT
To deliver uninterrupted 24x7 support and avoid single point of failure. CSS Corp formed two tier-one support groups, one each in Chennai and Utah. The 15-member staff were qualified and experienced in Linux, Solaris and Scripting. and able to provide quality support to the client's e-commerce operations.
24x7 support and triage
Providing 24x7 availability and performance monitoring of network devices, servers, systems, databases. middleware. application services, and customized applications.
Delivering front-end support through the keynote application; its measurement parameters include site performance. uptime. Web page hit counts. and application services.
Monitoring of server systems that support the Web hosting by Nagios (open source) and Sites cope (an HP product): its performance is measured in terms of server availability, content availability, etc.
By segregating content into Web hosting content and business intelligence content and saving them in associated databases and the warehouse respectively, the analytical team is able to access relevant data as needed to perform reporting that aids high-level decision making.
L1 Support and off-hours coverage
Enhance overall productivity of tier-two support groups by securing L1 Support events / issues, recurring time-consuming tasks, preliminary investigation of events, and off-hours coverage.
Reducing false alarms
Reduce false alarms reaching tier-two support by conducting thorough initial investigation.
L1 SUPPORT BUSINESS OUTCOMES
Achieved business objective
This project successfully achieved the client's foremost objective — to minimize the workload of tier-two engineers.
Delivered on SLA
More than 95 percent of L1 Support issues / events have been resolved. Eliminated negative impact: Issues were investigated and notified to onsite engineers before services were negatively impacted which helped to reduce downtime of services
Cost and time savings
This project lowered IT operational costs for the client and improved operational efficiency with 15 members. Saving time for tier-two engineers to focus on other critical business-impacting issues. to help increase profitability.
CSS Corp tier-one has gained comprehensive understanding of the customer requirements and are able to support around 32 keynote sales flows. and 900+ servers across three datacenters within defined 'Initial Response' SLA of live minutes and 'Final Response' SLA of 30 minutes.