Girmiti Software helps our customers to understand the existing scope and environment, current business, scenarios, flows. Our team provides consulting services to Architect, Design, Develop, identify and develop enhancements, support, provide maintenance of existing systems, perform testing and UAT.

Our team also-

• Works closely with our customer and clients to manage applications, fixing bugs, helping them to make the best utilization of applications, walk through the scenarios and training them on existing environment implementation.

• Works with our customer to prepare scope documents, perform gap analysis, document the requirements, design, develop use cases, flow diagrams, class diagrams as part of the development life cycle.

• Works onsite at customer premises and where required at the end customer premises and helps them on day to day basis to manage the network, database, applications, bug fixes, support and testing.

• Has expertise in working with our customer’s partners and help them in certifications for devices, applications, platforms, SDK.

• Helps our customers in implementing the solutions and work closely to get the sign off from partners and following that move to production

• Apart from this our team takes care of technical support for issues, fixes and corrections round the clock based on the SLA, which covers maintenance and migration of applications, database, network and administration

Tech Support

Our Tech Support team provides services to customer to sustain, maintain applications and platforms.

• Software Maintenance & Types of services

• Service Level Agreement (SLA)

• Escalations & process

• Tech support Services

• Operation Support

Our team works with our customer in providing Level 1 to 3 with respect to technology.

Level 1 Support involves administering and monitoring systems, handling end user queries and handling various setup activities.

Level 2 Support involves problem resolution, new development of support nature; apply various patches and liaising with 3rd level support.

Level 3 Support involves expert level support that involves in-depth analysis and code bug Fixes.

Each team carries out their responsibilities as per the process defined with customer as the following:

• Dev Ops

• Design infra and share estimate of costs for approval by Customer

• Ensure diligent use of shared Cloud Infra Provider credentials by implementing access control

• Repositories for build and deployments

• Continuous integration and deployment with respect to development incidents management life cycle

• Release Documentation

• Host Customer product in Cloud Infra Provider environment

• Use automation (scripts/tools) to spin-up / tear-down on-demand

• Implement best practices and latest trends

• L2 support

• Log and acknowledge incidents (received via emails / calls / issue tracking tool)

• High Level Impact analysis with classification of reported issues to ensure appropriate prioritisation

• Resolve issue if in scope of L2 (standard resolution steps are available in the knowledge base)

• Triage incident to appropriate group (L3, Cloud Infra Provider technical support, etc.) and coordinate until incident resolution

• Notify Customer when Critical incidents are logged

• Document and share critical incident reports with Customer after the closure of the incident

• Prepare and share weekly/monthly SLA reports

• L3 support

• Analyse production logs and find a resolution

• Perform testing and validation required based on the scope of fix

• Roll-out fix, after approval from Customerr

Operation team in Level 2 team will be responsible for taking care of setting up production environment for customer products and solutions on Cloud (AWS/Google Cloud/Azure) or Private Datacenter, which are as follows:

• Design, Identify and Provision the Multiple Virtual Instances on persistent storage

• Virtual private cloud creation and basic configuration of Multiple Instances are Testing, Staging and Production

• Internet gateway configuration for VPC instances.

• Default Route configuration for VPC instances.

• Provisioning of EC2 servers in VPC infrastructure

• Configuration of ELB load balancer with both application servers, if required

• Configuration of route between two different availability zones

• Basic Operating system configuration

• Configuration of private IP addresses

• Allocation of Public IP addresses

• Mapping public IP addresses to cloud instances for Internet access

• Firewall deployment and configuration

• ACL setup for firewall

• Configuration of security account

• Creation and configuration of security policies

• Configuration of security policy services.

• Configuration of account with deep security, if required

• Deployment of Deep security agent on production web application, if required

• Configuration of policy synchronization from deep security manager

• Configuration of cloud storage, if required

• Install backup Script/tool on server and configure it for local storage share

• Schedule regular scanning

• Test the backup/restore feature.

Operation team is responsible for continuous activities related Application Deployment on Testing, Staging and Pre-Production, which are as follows:

• Tomcat Setup and Configuration

• Database Setup and Configuration

• Preparation and migration of data, if any

• Other customized application level configurations

• FQDN DNS Configurations and Publishing the Application

• Security setup and system user login and privileges

• Security on Apache Tomcat Server

• Customize the Management module on Apache Tomcat Server

• SSL Certification Co-ordination with Certificate Authority

• Creation of SSL Key for the Domain and Configuring the Web Server and Verification

• System level logging

• Permanent Redirection Configuration in Tomcat using Value / Rewrite Rules by capturing ELB headers

• Secure Server Shell configuration using Security Key

• System Alerts on site non-availability by SMS and E-Mail (Cloud Service Provider expected to have these services)

• Run Pre-Launch verification

• Configuration of Load Balancers, Cluster Setup of Application and Database, if required for high volume of data

• Deploy the applications on Apache Tomcat Server

• Test the pre-production application with number of iterations and from multiple locations and large set of users

• Mock runs of complete features and functionality and performance testing for few weeks

• Performance monitoring during mock runs and scaling the hardware, systems software and network to meet the benchmark

• Application configuration changes where identified

• Coordination with infra service providers for any infra related issues

• Prepare the Packages Bundling with all working setup along with script relevant for configuration and monitoring

• Prepare the platform script to add or make changes in log-rotation, Application start/stop, Java and Kernel Tuning parameters.

Operation team is responsible for continuous Support Activity on Production, which are as follows:

• Production Preparedness Preparation – Environment

• Change Management Preparation(CMDB)

• Enabling Related tools for the application and Database

• Planning and Migration of Data if any from Pre-Production to Production

• Execution of the Production Setup Template

• Test the production application with large closed user group and number of iterations and from multiple locations and large set of users

• Monitoring and Alert and Working with DevOps for Optimization and Performance of the system, scripting etc.

Operation team is also responsible for continuous Monitoring, and Backup and Release Management Support, which are as follows:

• Jenkins setup with plugins updates

• Build script to automate to generate application binaries

• Creation of Jenkins profiles for Build and deployments

• Application repository tagging on each sprints

• Release Build and Release note for QA Releases and UAT Releases

• Sprint / Patch Deployment of QA, Staging and Production Releases

• Continuous integrations and Release with respect to development life cycle

• Supporting project management and other documentation

• Recreation of Instances, Network, Web Server Configurations and Deployment

• Optimization and Performance of the Instances of and Its application web servers

• Manage and Maintain the systems and web server

• Root cause Analysis and fixing issues

• Script to Back up the Application and Database Server

• Define and Deploy Platform Monitoring and Alerts

• Cluster Management, if any

• Only Email or Remote access Support with Issue Tracking or written confirmations are acceptable for communications with DevOps team

For Initial setup and DevOps, Resources shall have knowledge of Amazon, Experience in Release Management, Unix Administration, Project Setup Support

DevOps team is responsible for making sure to get enough information when a support issue is created; they are responsible for below activities in applications:

• Log4J configurations to log request/response of third party API integrations into separate files

• Log4J configurations for file rolling

• Scripts to parse the logs to look for connectivity issues in API calls

• Scripts to parse the logs to look for negative responses in API calls

• Scripts to parse the logs to look for slow responses in API calls

• Scripts to parse the logs to look for delayed responses in API calls

• Scripts to parse the logs to look for no response scenarios in API calls

• Scripts to parse the logs to look for non API exceptions in the logs

• Integration with Jira to automatically raise these issues as tickets, with specified priority and assignee list, which needs to be implemented across the APIs which will be continuous for any entity on-boarded.

Girmiti Support team has strong knowledge in managing and supporting different Platforms and Technologies:

• Platforms: Microsoft, Linux, Sun Solaris

• Packaged Applications

• Integration Applications

• Programming Technologies: Java, C & C++, Web Technologies, PHP, Mobile Technologies

• Web Servers: Apache, JBOSS, WebLogic, Tomcat, IIS, Axis

• Databases: MS SQL Server, Oracle, MySQL, PostgreSQL, Non SQL DBs

• Networking Protocols: TCP/IP, SNMP, ICMP, Telnet, SSH

• Automation

Tech Support Services would also include:

• Enhancements

• Customization

• Add-on features to existing systems

• Bug fixes

• Report Generations

• Interfaces apart from maintenance of Servers and Data Centre

• Specs document

• Use cases

• Design

• Implementation document

• Test Case / Plan

• Testing/ Correction/ Regression

• Testing on Pre-production environment

• Certification process

• Based on approval release to production

Server Logs Monitoring:

• Packet Analysis

• Critical Flow support

• Debugging

Documentation of existing features and implementations for reference:

• User Guides Updates

• Training to Participants in the lifecycle

• Technical documentation

For more information, please contact us at info@girmiti.com