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Robustness of NetValence Products


NetValence products are built on JaMocha's tested NetValence Framework and hence provide very high levels of scalability, robustness, security, availability and extensibility. Our products deploy industry standard security measures to protect sensitive information and other user data.

The NetValence Framework and related products are extremely modular and flexible. This allows application extension with ease. The Framework approach allows developing of new services, on demand and also helps in easy maintenance. The Framework and the products have been built on open source stack without proprietary technology thus preventing vendor lock-in. The NetValence platform supports a distributed architecture for horizontal & vertical scalability. The scalability deployment options include clustering and load balancing.

At the design level, our products have factored in the scalability options by segregating the concerns of state persistence vis a vis processing semantics. We have also leveraged the de-facto and mature industry model of horizontal scaling through the selection of the right technology platforms. From a development perspective, we use optimization techniques like in-memory caching and best of coding techniques.

All our products store all data in a standard Relational Database external to the application. Thus, data is protected through normal database high availability measures like periodic backups and transactional replication. This also allows for easy migration between hardware and for easy restoration on total failure of an instance of a product In Addition, hardware level availability can be improved through system based solutions like RAID, Clustering, Load Balancing etc. Our products also provide very high level of security. Authentication & Role Based Access is provided enabling context based content presentation & overall system security. All persistent data is maintained in the database and critical/sensitive information is encrypted. Our products use industry standard RDBMS allows additional data security through specific role management and schema encryption. Application security against cross-site scripting and SQL/script injections are built in as part of design. The communication between the Manager and the probes can be encrypted and compressed, on-demand.

JaMocha is very much tuned to providing the highest levels of support to ensure best use of its products. This attitude is based on its "ownership of Outcomes" model, as defined by the FutureIP values. JaMocha's product support plan is thus embedded right at the system design and coding stage as detailed above. Some of our products also facilitate extensive logging to enable faster problem isolation, when required.

JaMocha proposes the overall support to be delivered through remote control, e-mail as well telephone based support for users as per the support plan. In the remote event that such a resolution mode is not resulting in closure, a site visit will be considered.

Since product functionalities are dependent on other external factors like server and communication infrastructure, we trust the first level of on-site troubleshooting to isolate the issue to be the responsibility of the user organization. JaMocha will provide the required checklist to isolate the problem to that of the application.

NetValence Support Plan

The following table details our support structure for NetValence products.

Plan Features
NetValence Operational
Support Services
  • Service assistance via remote control and email and phone (8 x 5 basis)
  • Support@jamochatech.com
  • Phone: +91-80-41467330
  • Webdesk on www.netvalence.net
  • Ensure NetValence enterprise application is functional
  • Remote support through web based software (TeamViewer)
  • Bug fixes, if any, for defined functionality
Application Maintenance Services Any feature enhancements to NetValence products as part of road map.
On-Site Support Service
(Optional)
On a chargeable basis
Travel and Living Expenses are charged at actuals

Scope of Services

  • Responses to issues/incidents that could be due to application component bugs.
  • Providing fixes to Service Components, if required.
  • Fixing application availability and functionality issues, if any.
  • Clarifications to queries that client may raise either through telephone or e-mail regarding application usage.
  • Acknowledge receipt of problem reports and queries, but JaMocha retains the right to determine the final disposition of all reported issues.

Exclusions

  • Support for third-party components that constitute the overall solution especially relating to Operating System and Network.
  • Modification or customization of software
  • Delivery of a feature which is not defined
  • Hardware maintenance/Failures
  • Rectification of problems not associated with the application

Service Levels

Service levels define the objectives in providing quality support.

Service Levels have been defined based on issue severity levels and fall under two (2) categories:

  • Response Time and
  • Resolution Time

Response Times and Resolution Times

JaMocha's goal is to meet the response time ([1]) objectives for non-conformities shown in Table B. Non-conformity means, "a failure of the software system developed by JaMocha to function as per specifications. A response means that we answer your call, email or web request and acknowledge your issue, then assign the issue a service request number. In some cases, we may need to obtain additional information from you in order to resolve the issue.

JaMocha's goal is to meet the resolution time objectives for 99% of the time for non-conformities as set out below. Response Times and Resolution Times matrix is given below:

Severity Level Response Time Resolution Time
Level One (Application Down) Immediate Within 1 hour, during normal business hours, excluding holidays. Immediate override option will be provided to ensure phone operations.
Level Two (Critical) 4 Hours 12 Hours. Immediate override option will be provided to ensure phone operations.
Level Three (Minimal) 8 Hours 72 Hours
Level Four (Basic) 24 Hours 5 days

Severity levels – Guidelines

JaMocha will determine your problem's severity level based on guidelines described below. Response and resolution times depend on the severity http://www.netiq.com/support/process.asp-severity#severity of the issue. Table C describes severity levels and hence defines the best appropriate response to issues/calls logged with JaMocha Tech.

Severity Level Definition
Level One (Application Down) NetValence service is inoperable and/ or has crashed and needs to be re-started.  Customer cannot use NetValence service in the normal fashion either due to malfunctioning operations or continual interruptions to normal functions of the system. Client is unable to identify/resolve the problem through normal L1 support procedures.
Level Two (Critical) A module or application is interrupted, and there is a risk of recurrence. There may be a significant impact upon the ability to use NetValence software, or evidence of performance degradation. May not require a re-start. Client is unable to identify/resolve the problem.
Level Three (Minimal) Client has encountered a problem that has minimal or no significant impact upon NetValence services.
Level Four (Basic) Client has an issue that has no impact upon service operation, such as a localized or isolated operational nuisance that may include usage questions, product enhancements and customization.

Note: Please note that the response times and resolution times are calculated from the time an issue is logged in.