Our Methodology: The Global Delivery Model

1. Initial Assessment of client’s environment
   • US based team collects project/ scope information
   • Portfolio analysis to determine off-shorability
   • Meetings with client’s team to get details of the process
   • Finalize the project scope
   • Offshore resources comes onsite for transition
   • Team building exercises with client
   • Detailed technical study of the process
2.  Prepare for offshore delivery:
   • Prepare clients processes for offshore
   • Understand and agree on SLA’s
   • Get offshore connectivity
   • Intiate offshore training
   • Finalize contract and move back to offshore
3. Manage from offshore:
   • Start the remote operation
   • Complete train the offshore team
   • Start weekly updates with client
   • Finish the transition activities
   • Establish local presence for US customers
4. Steady State
   • Initiate performance meetings with clients
   • Perform process functions from offshore
   • Event correlation
   • Remedy as a process layer for service delivery (ITIL Process framework)
   • Web and phone access to customers
   • Online and Monthly executive reports
   • Dedicated account manager

Sample SLA is given below

 
SLAs are customized for your requirements of:

• 24X7x365 coverage
• Criticality of assets incidents
• Change
• Reporting
• Response and Escalation