Services
Business Application Support
Business Application Support is support specific to our client’s Integration platform. These projects involve providing clients with qualified programming resources or specific expertise to work under their direction and provide assistance on client managed projects. Peacom provides the following support services:
Dedicated Business Application Support Team
A support team that is familiar with client’s installation and deployment. Team lead administers all client support alerts / requests and acts as the main point of contact.
On-Site Application Support
In the event client’s application issue cannot be resolved remotely, a member of the team will visit client’s site.
Weekly Application Support Status Report
The team lead will provide client’s main point of contact a weekly status report that will provide a high level summary of time spent and open application issues.
Rapid Response Times
Team lead will respond to email alerts as per the Service Level Agreement (SLA).
Communication Process
Issue Acknowledgement
Severity | Description | Response Time |
1 | Mission Critical Production Down | 1 hour |
2 | Partial Failure (Does Not Prevent Complete Usage of Application) | 2 hours |
3 | Application Issues (Intermittent Issues/ Workaround Available) | 2 hours |
Issue Investigation
Severity | Description | Response Time |
1 | Mission Critical Production Down | 1 hour |
2 | Partial Failure (Does Not Prevent Complete Usage of Application) | 24 hours |
3 | Application Issues (Intermittent Issues/ Workaround Available) | 24 hours |
Project Management
Successful projects have a documented agreement of the client’s requirements and a plan describing what will be delivered when and for how much. Measurable acceptance criteria are established early, are considered in the design and ultimately used to demonstrate that project goals have been met.
At Peacom we use project management and system development best practices to provide clients with low risk implementation and integration solutions for their mission critical business applications. Our project team has clearly assigned ownership of tasks and the experience and training to produce the solution. There is a lot of communication on the team and the Project Manager leads this by example. Requirements, plans, architecture and detailed design specifications are written and illustrated with the appropriate level of detail, even in an environment of schedule and budget pressures, because the team understands that sound documentation is crucial to project success. In order to provide for quality and professionalism in managing our business, Peacom takes the time to understand the exact nature of every specific project we undertake. Contract structuring, staffing, and management approach is carefully tailored to the type of service and the complexity of the business issues being addressed. Successful project management requires being professionally knowledgeable and relentlessly proactive in requirements management, project planning, and execution.
Our project management life cycle is organized into four major project phases:
Project Initiation
In this phase, we work to understand our client’s real requirements and propose a solution tailored to the client’s cost and schedule expectations. Understanding the client’s unique challenges is the most critical element of project success and launches an on-going relationship of communication and responsiveness.
Project Planning
In this phase requirements are formalized, assumptions, cost estimates, schedules, as well as technical and management plans to conduct the project work.
Project Execution
In this phase the project team members follow their plans to project success. The Project Manager’s role involves applying a number of techniques that have become standard practices for all well-run projects: team leadership, task management, change management, action-item and issue tracking, problem solving, budget and schedule tracking, status reporting, deliverable acceptance, and technical management oversight.
Project Closure
These activities are organized as a separate phase to give them emphasis and visibility. This involves client sign-off, documenting lessons-learned, identifying products and methods that can be reused, and planning for identification and placement of valuable team members who have learned new skills on the project.
At Peacom, our goal is to deliver successful projects that will delight our clients and we are committed to partnering with our clients to identify and implement effective technical solutions to capture business opportunities and solve business problems. We play an important role in facilitating our clients’ successes by listening carefully to their issues, setting realistic goals and expectations, following prudent process disciplines and communicating actively throughout the project life cycle.
Consulting
Technical Assistance
Also referred to as support, these projects involve providing qualified programming resources or specific expertise to work under their direction and provide assistance on client managed projects.
Reporting Application Development
Projects involve providing clients with specific software modules and documentation deliverables to support achieving their business objectives.
Business System Development
Providing full life cycle system development services to identify requirements, design, code, test, and implement a business information solution.
Areas of Specialization
Peacom specializes in iWay Software products, provides iWay Consulting services with professional iWay Software Architects and iWay Software Developers.
At Peacom we have years of enterprise expertise and in-depth technical knowledge grounded in distributed systems based on all platforms. Being technology-agnostic has allowed us to focus on the requirements of the mission-critical technologies our clients depend on. Whether you are implementing a regulatory or compliance solution, designing a secure server complex or assessing your operational readiness, Peacom has the tools and processes to offer a solution that best meets your needs.
Areas of Technical Expertise
Peacom has experience with various software development methodologies and tools including the Microsoft Solution Framework (MSF), Unified Modeling Language (UML), Rational Unified Process (RUP) and Extreme Programming (XP). Implementation platforms used by Peacom include Java/J2SE/J2EE and Microsoft .NET. Operating System expertise includes Windows, Linux, AIX, Sun Solaris and HP/UX. Our Database team has expertise in Oracle, Sybase, DB2, MS SQL Server and MySQL etc. with scaled transactional and analytical databases.
iWay Service Manager 5, 6, and 7 Series
iWay DataMigrator 7 and 8 Series
Java, XML/XLST, JavaScript, C#, VBScript, c++, ASP/ASP.NET HTML/DHTML., CSS
iWay Data Quality Center
iIT, iDM, DQC, WebFocus Developer Studio, WebFocus App Studio, Eclipse, NetBeans
WebFocus 7 and 8 Series
J2EE, EJB JSP, DOT NET
MSSQL, DB2, Oracle and MySQL etc.
WebSphere, GlassFish, Tomcat