Software Support Service

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Service Definition

Government Procurement Service - G-Cloud Services III - Q-LOT4-17 February 2013

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Software Support Service | Contents

01 Executive Summary

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02 Software Support Service

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Software Support Service | 01 Executive Summary

• SapientNitro is part of the Sapient group which has

35+ offices globally. As a group, we offer technology, marketing, branding and user experience services

• Sapient’s approach is Agile-based and underpinned

by 20 years of experience in delivering creative solutions to complex business problems on time and on budget. Our success rates are nearly three times

• We currently deliver cloud solutions internationally

to both public and private sectors, such as government services, FMCG, leisure and tourism, and automotive

01 Executive Summary

SapientNitro’s specialised and skilled support teams are available round-the-clock to provide application and infrastructure support for live systems. Our support services deliver cost-effective provision of continuous monitoring, ensuring business continuity and client satisfaction. Service delivery managers work closely with client support managers to maintain operational standards, knowledge management and service level agreements.

Business Analysis

Design & Development

Deployment

Transition Management

Software Support

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Project Specification & Selection

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Software Support Service | 02 Software Support Service

Deployment

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02 Software Support Service

SapientNitro provides a dedicated full-time team led by a named Service Delivery Manager to provide round-the-clock, high-value, cost-effective technology and operations support to cloud services.

SapientNitro support teams are set up well in advance of service go-live and ensure a smooth transition from the build team to the support team. In addition, some members of the build team will move to the support team once the system is live to ensure continuity of service and knowledge Our support framework proposes the following specialised tracks of work and process areas with a set of key activities that can be tailored to client-specific needs. We work with clients to agree and adopt the best possible solution.

Track description

Track activities

Application maintenance • Preventative maintenance approach

• Performance tuning

• Assessment and capacity planning for cloud hosting workload

• Implementing long-term fixes

• Updating and maintaining technical documentation

• Providing continuous monitoring

• Implement firewall rules to allow third parties to access website and databases

• Work with network provider on policies for intrusion protection

Incident management • Single point of contact

• Triage and analysis

• Identify and resolve bugs quickly to minimise any outages

• Log incidents and track them to closure

• Keep documentation current as required

• Recommend optimal enhancements; processes and cost savings

• Ongoing status reporting

Problem management • Investigate the underlying cause of incidents

• Address the root cause of the incidents

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Deployment

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Track description

Track activities

Quality assurance • Quality assurance testing

• Creation of test plans and test scripts

• Automated testing with our Scimitar tool

• Execute functional and performance testing

Change management • Change Management Policy put in place

• All proposed modifications overseen by Change Advisory Board

Configuration management

• Identify all key attributes and configurations associated with the platform

• Use a Configuration Management Policy to version control all changes

• All the configurations will be recorded and audited periodically

Release management • Ensure all releases are handled accurately with minimal loss of time

• A Release Management Policy to manage release schedules for all deployments

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Deployment

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Track description

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Infrastructure support • Set up VLAN for underlying infrastructure

• Set up and maintain underlying physical infrastructure

• Setup virtual machines/instances

• Set up monitoring on the instances

• Configure infrastructure threshold alerts

• Server administration, tuning and maintenance

• Establish and maintain security protocols and policies

• Manage the infrastructure – hardware

• Install security and virus patches without causing any downtime to Virtual servers

• Create and maintain virtual machine images

• Provide physical/virtual load balancing and clustering mechanisms

Service level management

• Implementing Service Level Management process

• Define SLAs that guide acknowledgement and response times

• Levels 1, 2, 3 support plan

• Service hours and triage and escalation protocols

• Service continuity and reporting

• Metrics (KPIs) driven evaluation of performance with risk/reward bonus/penalty measures

Organisation management

• A unified helpdesk that is the entry point for all requests that is accessible via multiple points

• Provide a help and coverage model that provides users with a predictable support schedule

• Resource model with skills and geographic distribution to match needs and utilises resources with project knowledge

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Software Support Service | 03 About SapientNitro Business Analysis Design & Development Deployment Transition Management Software Support Sys tem Int egr ation Onboar ding

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03 About SapientNitro

SapientNitro has more than 35 offices in North America, Europe and Asia and is the technology and marketing services group of Sapient (NASDAQ: SAPE), a leading global services and consulting firm.

We provide a full range of services from branding, user research and experience design through e-commerce to sophisticated analytics and database management. We offer quantifiably the deepest technological capabilities of any agency in this space.

At the heart of Sapient’s culture is a drive toward client success through a deep and rich understanding of business and customer goals.

We consider the following to be among our unique strengths that distinguish us from our competitors:

Unique creativity

We have capabilities ranging from above the line advertising to below the line marketing, interaction design, business strategy and merchandising and technology, all working with no silos and using the same set of processes. With all those capabilities under one roof, in a unified process we are able to create impactful solutions for our clients.

Ability to deliver

We deliver the right results with unmatched consistency. Our track record for delivery is second to none. Our clients value us for providing industry expertise and technologies that solve their most complex business challenges, and for creating solutions that achieve high adoption by end users and most importantly measurable business results. We have achieved a success for our clients at nearly three times the industry average (source: Standish Group).

Technology

No other agency has our depth of technical expertise. Over the past 20 years we have been pioneers in integrating open systems, client-server computing, distributed computing models, cloud computing, object-oriented analysis and programming. Our position as a technology innovator over the past decade is a strength that few firms can match. We view advanced technology as a means to an end, not the end itself. By starting with clear business objectives, we ensure that our solutions provide true business value and creative excellence.

Core values

Creating and maintaining outstanding relationships with our clients is fundamental to our success. Our excellent client relationships derive from involving clients deeply in projects and solutions we deliver, building a high degree of trust, a forthright and direct approach to client interactions,

constant focus on doing the right thing for the client, and a commitment to making the overall experience a positive and enriching one. In fact, in our last client feedback survey, 95% of our clients said they enjoyed working with us. Today, our client satisfaction scores are the highest in our history.

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