Engagement Models

IONNOR’s suite of Global Support Services is well supported by robust models that provide better flexibility, scalability, and seamless integration options for our clients. Some of the models that IONNOR uses for successful engagements are:

• Fixed Bid
• Time and Material (T&M)
• Offshore Delivery Center (ODC)
• PAY-AS-YOU-GO™ Model
• Joint Venture (JV)
• Build Operate Transfer (BOT)

Offshore Support
Offshore Support is a part of the Off-shore delivery concept. It offers 24X7 support services for offshore offices. For this our ‘Client and Support Management’ department is responsible for all types of communication related to the work and its progress between the clients and respective teams to which the work is assigned.

Services

This includes services like:

• Monitoring for clientele servers, database, and more.
• Advanced Product Services (APS).
• Acting as a liaison between the Clients and Development, technical teams.
• Handling Cliental support before or/and after OST official hours.
• Handling 100% Offshore Support for some clients.
• Supervising JDE, CNC and development issues.
• Data Maintenance
• Technical support
• Archiving
• Debugging
• Application DBA
• Monitoring
• Reporting
• Sharepoint
• Support management (Third line support)
• Support application tools (WSS)
• First line support
• 24/7

Application Maintenance

Main APS services

• Data Maintinance
• Technical support
• Archiving
• Monitoring
• Reporting
• Support management (Third line support)
• Support application tools (WSS)
• Others

Data Maintenance

• User
• Role
• Security
• Printer
• Queue
• Multiple Integrity Report
• System Integrity Report (processing option)

Technical Support

• CNC
• Environment refresh
• ESU / ASU
• Deployment
• Package built
• Debugging
• Development
• Knowledge garden watch guard (proactively) Support assistant tool
• DBA (SQL, Oracle)
• Performance monitoring

Archiving/Purging

• Monitoring of table size
• Archiving of tables/records
• Deletion of tables/records

Monitoring

• Monitor UBE from WSJ
• Report the path code, environment and machines
• Report Job queues present on different servers
• Get the size of selected databases will further show the growth rate
• Find out size of print queues on different servers
• Ping all necessary servers and send a report
• Run a port test and report back the status
• Run a UBE from script and report back the status
• Report the disk size on selected servers/databases on different servers
• Monitor and schedule clean up for WSJ
• Monitor and report on selected services running on servers
• Report different counts on Z tables in JDE per day and growth rate of different tables
• Monitor and report growth rate work center messages
• Report all Objects transfers
• Report all Objects/versions which are checked out date wise
• Report all difference in versions for different environments
• Report all package builds and deployments with date and time, also by Objects
• Report a list of Objects in a Project
• Trace a request for an Object in projects and packages
• Look for ESU table and report back installed ESU – Further check online database with JDE site and get a report on latest ESU available
• Report all JDE.ini where logging is turned on – Look in directory and report log sizes

Support Management

• 24/7
• Offshore and On-site
• Excellent communication tools
• High commitment and flexibility
• Easy acces to skilled resources
• Everything handled through one system (WSS)