Insuring Successful Maintenance

CashSwitch Corp. was the first to launch online

Detailed plan for application and Data Maintenance

remittance services for Money Exchange Houses,

heralding a new era of convenient and secure money
transfer in entire Middle East. CASHSWITCH was

Offshore application maintenance

created with the vision to enable customers to use the

helps to reduce costs and take

Internet to simplify the management of 'all' day-to-day

advantage of

financial needs and to satisfy long-term financial

goals. CASHSWITCH offers its range of financial

offshore-onsite

methodology

products and services - all through a single window.

Thereby providing its customers, 24/7 services from
the comfort of home or
office
Business

Uptime

Considerations
The greatest concern to
CashSwitch Corp. was to
make their services available
24 hours a day, seven days a
week. Providing this kind of
service is not only a business
consideration

but also a

matter of brand reputation.

Even a small amount of
downtime can cost it a
significant

amount

of

the Service Level Agreement

revenue and impact its reputation.

Solution

Signing off on Process Approach Methodology and

Setting up the Project Management Team and

assigning responsibilities to both on-site and

After the initial system study, the entire maintenance

offshore teams

task was divided between onsite and offshore. While

the application was hosted at CashSwitch Data Center

BCT consultants take-well documented processed

at Dubai Internet City, the Offshore tasks to be carried

approach to achieve the Service levels promised to the

at Bahwan CyberTek (BCT) Offshore Development

customer.

Center at Chennai, India. All potential risk items were

identified during the system study phase. BCT, a CMM
Level 4, ensured to look every aspect of CashSwitch
operations, leaving no stone unturned to ensure that

Onsite

Database maintenance and 24X7 Support

there were no gaps which can prove to be a potential

threat to their business application. The modus put to

Application maintenance

initiate the maintenance task included

=

Gathering and documenting the requirements for

CashSwitch Corp.

Analyzing and drawing out incorporation plans

At ODC

Application development &

enhancements
Product documentation

They are tuned to the clients' urgency and are well

process identified to achieve the desired SLA and BCT

motivated to meet deadlines of every milestone on

Quality Standards.

time. Using the Onsite-Offshore framework, BCT

divided its task and engaged with CashSwitch on two
folds CashSwitch Corp. is manned with BCT consultants
who ensure round-the-clock availability of the
application to the world wide web users. The offshore
maintenance responsibilities include resolution of
production problems, enhancement or any new
development of systems. Our tried and tested offshore
methodology and strictly defined quality processes

Having established the service norms and Call logging

methodology, every call is tracked to closure using a
unique call number, which is quoted back with the call
acknowledgement to the call initiator. Call post
receipt, is categorized, reproduced, analyzed for
impact on the estimate and a response date is
promised.

Every call on being identified

and

categorized is reproduced in a Test Environment. If

cannot be reproduced, the CashSwitch Call initiator

have made the efficient management of such large

scale projects possible. This allows CashSwitch to avail
the advantages of offshore development including

would be updated and requested for inputs. When

reproduced, the impact is analyzed and reported. By
targeting key Maintenance issues throughout the

reduced costs and project cycles.

activity, our proven application management practice

The figure depicts the call Logging and resolution

improves service efficiency for CashSwitch. BCT

process followed by BCT.

assumes

BCT encourages regular feedback and periodic reviews

from CashSwitch to improve the efficiency of support
services BCT Maintenance teams would provide round
the clock support, where required and follow the

full

responsibility

for mission-critical

systems, ensuring that they remain fully operational

and responsive to your company's changing needs, bug
fixes, users support etc. Outsourcing activities to BCT
brings down CashSwitch resource overheads, thereby
reducing expenditure and improving profitability

Call logging

Establish norms

Call ticket numbering,

generation,Call analysis
and report impact

Estimate effort,
promise response,
routing and allocation

Develop, implement,
solution, test and deploy

Acceptance and
call closure record

About Bahwan CyberTek

Bahwan CyberTek (BCT) is a SEI CMMi Level 5 assessed software products and services company. BCT has operations in Oman,
UAE, USA & India and is an associate company of the billion-dollar Suhail Bahwan Group of Companies.
BCT has the industry knowledge and expertise to propel your e-business strategies forward - evolving your business with real
time response capabilities. As your offshore partner we bring to table a unique software production model that lets you cut
over 30% of time and efforts estimates from all your conventional software development budgets. All those typical offshoring
benefits that these conventional models bring are additional.

INDIA-Chennai
148, Rajiv Gandhi Salai (OMR)
Okkiyam Thoraipakkam
Chennai - 600 097
Tel : (91) 44 43449000,
39209000
Fax : (91) 44 43449222

INDIA-Bangalore
#30, Prestige Meridian II,
Unit 701 & 702,
M. G. Road,
Bangalore - 560 001.
Tel : (91) 80 25590996 /97,
Fax : (91) 80 25590592.

INDIA-Mumbai
102, Madhava,1st Floor,
Bandra-Kurla
Complex, Bandra (East),
Mumbai-400051.
Tel: (91) 22 26591633.
26592734, 26594873,
26592772

OMAN
P.O.Box 97,
Postal code 117,
Wadi Kabir,
Sultanate of Oman.
Tel : (968) 24567154
Fax : (968) 24567148

UAE
Office No. 206, Building No.1,
Ist Floor, Dubai Internet City,
P.O. Box 500061,
Dubai, UAE.
Tel : (9714) 3911850
Fax : (9714) 3911840.

USA
209, West Central Street,
Natick,
Massachusetts 01760, USA.
Tel : +1 508 652-0001/
652-0015
Fax : +1 508 652-9781