Extenprise has a well-defined and mature application development process, which comprises the complete SDLC from business case analysis to warranty support of the application. This process supports a distributed delivery environment wherein work responsibilities are effectively divided between various delivery teams spread across different geographies. Roles and responsibilities of customer team and our team are clearly defined. We can also work with development team of customer and help them develop application. Each of the development phases can be defined with deliverables and subsequently tracked jointly by customer and us.

The application development methodology is used for:

• New application development or re-engineering
• Existing application enhancement
• Application consolidation
• Application migration

We develop applications in following domains:

• Manufacturing
• Healthcare
• Logistics
• Retailing
• Advertising and Marketing

We work with the customer on our our co-development model wherein we jointly work with customer on the project.

Application development activities can be bound by SLA framework with critical service level (CSL) and quality process and result (QPR) measures.

CSL and QPR measures:

• Schedule compliance
• Application scope management
• Budget adherence
• Project status
• Delivered Product Quality
• Post implementation customer satisfaction
• Phase Containment
• Defect containment

Our unique value proposition lies in our ability to:

• Use our technology platform which enables us to deliver application faster
• Use of global delivery model for application development which increases time to market
• Use well defined processes
• Knowledge acquisition and retention
• Focus on re-usability thus reducing cycle times and costs
• Use our domain knowledge

APPLICATION CO-MAINTENANCE

Extenprise has a well-defined and mature application maintenance process, which allows effective capture, reporting resolution of maintenance requests. This process supports a distributed delivery environment wherein work responsibilities are effectively divided between various maintenance teams spread across different geographies. Roles and responsibilities of customer team and our team are clearly defined. We can also work with maintenance team of customer and help them maintain application.

Each of these activities can be governed and monitored by SLA frame work:

• Request management
• Management of incidents
• Processing of requests
• Work around
Resolution
• Root cause analysis

Our application maintenance services deliver:

• Reduction in TCO (Total cost of ownership)
• Drive continuous improvements in quality of services
• Improve applications stability
• Reduce support costs thereby enabling more avenues to invest in our client's business strategic IT initiatives

CSL and QPR measures:

• Application maintenance productivity
• Schedule compliance
• Maintenance scope management
• Budget adherence
• Project status
• Delivered product quality

Our unique value proposition lies in our ability to:

• Use global delivery model for application maintenance
• Use the knowledge acquired in coming up with transformation plan
• Optimize
• Innovate
• Expand
• Improve the productivity thus reducing the cost of maintenance
• Provide consultancy on the disposition plans for the applications
• Transform
• Retire
• Consolidate
• Replace

The SLAs norms can be tracked using web tools, which are transparent even to our customers

SLA based Production Support

Extenprise has a well-defined and mature production support management process, which allows effective capture, reporting, tracking and resolution of Issues. This process supports a distributed delivery environment wherein work responsibilities can be effectively divided between the various teams and locations depending on the request / problem levels. Each of these activities will be governed by service level agreements (SLAs).

• Request / problem management
• Management of incidents
• Processing of incidents /Response time
• Work around /Alternative solutions
• Resolution / Defect fixing
• Deployment of patches / Adherence to release schedule
• Root cause analysis / Problem identification
• Interaction
• System uptime (after initial 1 yr)
• Application availability improvement over defined time period
• Productivity improvement over defined time period
• Cost savings over defined time period

Support level Role / Functionality

Normally support levels and response time is determined in consultation with client.

• Level 1: Issues which needs immediate attention and response time is immediate to less than 4 hrs
• Level 2: Issues which should be resolved in 4-24 hours
• Level 3: Issues which should be resolved in 24-72 hours
• Level 4: Issues which can be resolved within 10 days

We are capable of providing the following production support services to customers, for the business critical applications with stringent SLAs for response, work around & resolution of issues.

• 24 hours X 7 Days a week
• 16 hours X 5 Days a week
• 08 hours X 5 Days a week

Our unique value proposition lies in our ability to:

• Save costs
• Provide round the clock support by "follow the sun" methodology
• Provide the help desk service
• Capture the knowledge gained in the issue resolution for effective usage later
• Track the SLAs norms jointly with customer