Zensar provides 24/7, 365 days support to the critical and crucial Application of the client. Zensar is also involved in essential as well as non-essential system maintenance and enhancements to the Applications.

The Problem Resolution cycle is as follows:

• An end-user faces a problem in using an application
• A TSM is raised by a end-user with Helpline
• Helpline transfers to appropriate App Support Group
• The respective support group personnel pick up the problem for analysis
• The respective support group discusses with end-user (if required)
• If the problem is not meant for this support group , it is transferred to Helpline with an advice to transfer to another group with an explanation logged within TSM
• If the problem is meant for this support group , it is accepted (frozen) and subsequently problem is resolved or a change request raised if code change required
• On an ongoing basis the TSM is updated with appropriate comments regarding resolution or followup
• Support group personnel inform the end-user via e-mail or telephone to reconfirm if they can close call

In order to provide a cost effective solution the client trusted Zensar as their offshore partner.

Through continued efforts, Quality of Service (QoS) and customer confidence Zensar has been able to support client’s critical applications, which are major part of their IT backbone. Zensar has gone a step ahead by consolidating Application Support for 5 Applications.   A Team of 3 persons supports these applications through onsite-offshore model (1 onsite + 2 offshore).

Mentioned below are few benefits:

• Cost Reduction for Development & Support activities due to use of dual shore model
• Cost benefits due to economies of scale by consolidation
• 24x7 service availability using dual shore model
• Significant improvement in SLA (95 % +)
• Adopting ‘Best practices’ for development and service delivery to improve quality significantly

The client had deployed an application for accurate estimation of generation and supply commitment. When Zensar took over Application development based on the application analysis and design done by other Client’s vendor. Insufficient analysis work done by the previous vendor adversely affected the design thereby created functionality gaps.

Zensar carried out re-analysis for DDS V.2.0 considering important business functionality. The design was re-vamped improving system efficiency.  Adhering to tight deadlines, all the phases were successfully delivered meeting customer and end users requirement. Due to good quality application design can well accommodate the application enhancement requirement in the current support phase.

The customer is one of the world's largest utilities with core skills lying primarily in the management of large and complex energy delivery networks. It owns, operates and develops the high-voltage electricity transmission network in various parts of UK and US. It also owns a gas distribution network serving over 500,000 customers in New York State. What Customer does is essential to the economies of the countries and regions in which it operates and the comfort and well being of the millions of citizens who depend on its services.