Is your Alfresco Application Running 24x7?

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’ 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?


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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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


How It Works?

Tools

• JIRA (Web Ticketing)

• Helpdesk

• Nagios (Monitoring)

• QuEST (ALM)

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Sample Report


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


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 [email protected]

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Note: Contact us for more details and customized packages

mailto:[email protected]


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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• Client Overview

– Global marketing and product development company in chemical industry

• Application:

– Document Management Solution


– SAP with Alfresco


– Gold

• # of Tickets

– Bugs: 7

– Enhancements: 5


– Bugs

• Faster indexing of data

– Improvement

• Alfresco upgrade from 3.2 to 3.4.11

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• Client Overview

– US based consortium managing public assistance and welfare programs for 18 counties

• Application:

– Enterprise Content Management System


– Data Processing Engine (DPE) with Alfresco


– Gold

• # of Tickets

– Bugs: 7

– Enhancements: 5


– 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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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


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 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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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)


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


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 [email protected]

http://www.cignex.com/freeassessment



Contact Us

Americas: [email protected]

EMEA – [email protected]

APJ – [email protected]

Thank You

Making Open Source Work

Learn More

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Is your Alfresco Application Running 24x7?

Technology

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