The client is the world's largest manufacturer of disk drives, magnetic discs & read-write heads and a leader in storage area network (SAN) solutions and server appliances. The customer required 24*7 support for servers, operating systems and Oracle databases. The typical resolution time for any problem was 20 Minutes. SLA based service deliverables, immediate response and a maximum resolution time of 20 minutes. To achieve this Wipro runs a three shift operation onsite, to monitor and support SUN and VAX servers. We established a well-defined process to perform the monitoring activities as well as support activities. The typical resolution time achieved is 15-19 minutes on a consistent basis. The Server performance is monitored and statistics are published on a web page on a weekly basis.
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