In this model support requirements and scope is defined. Service level agreements (SLA) are agreed at the time of contract signing. Support is provided at scheduled timings. A dedicated team of resources is put for the project. The resources engaged are not allocated in any other project. BITS assigns a project manager to the project. PM serves as a single-point contact for the client.
After the contract is signed between client and BITS knowledge transfer phase is started. Depending upon application complexity knowledge transfer is done on-site at client location or offshore.
BITS setup a client's application hardware and software environment at its development center on which client supplied code is installed. All code supplied by the client is base lined. Visual source safe is used for maintaining versions of the software.
Once this phase is over client can start sending issues related to software via email. All the bugs raised by the clients are categorized as Level 1-4 and resolution is provided as per the agreed SLA. The patch for the code is developed and tested at the local environment and send to client for User Acceptance Testing (UAT). After that client installs it in the production environment, software is versioned and base lined after that.
For new enhancements client raise a requirement through email or over phone. New enhancements are analyzed and effort estimation is done. Requirement analysis document and effort estimate is agreed with the client. After that a formal change request is raised which is approved by client. All new changes are tested in the local environment before client testing and approval.
All CRs are charged in the next month billing invoice based on approved effort. BITS send weekly progress reports to the client.
This model is very effective for the organization that wants to engage the BITS full time for software support without large involvement of its own staff. This model is cost-effective as well due to long-term contracts. BITS apart from issue resolution, provide support in choosing better technology and solutions for other areas and projects.
T & M for Long term contracts
If it is clearly known that client will be having long term commitment and will be giving day to day regular work but want to spend on actual work done then this model is effective. In this model BITS maintain a timesheet for all issues and effort put on them. Timesheets are send to the client for approval and based on it invoices are raised by the BITS.
T&M for On/Off jobs
In this case BITS has the flexibility to put resources of T&M project on any other project if they are not occupied. All enhancements (change requests) are charged as per time agreed. In case client does not have regular work maintaining domain knowledge and technical environment for the project by the BITS is not feasible. Hence in such case under T&M Model Company charge a base amount (retention fee) for maintaining client domain knowledge and application environment. All Issues and enhancements are charged based on effort spend.
ODC function as a seamless extension of your organization own development center at a much lesser cost. This is a radical concept which combines many good features of first two models. In this model BITS establishes a dedicated team of resources based on client technology and experience requirements. Cost is agreed on per resource basis.
This model is most suitable to organizations that are:
ODC is a winning formula for foreign companies that want to take advantage from already established companies, their infrastructure, avoiding the setup hassles and benefit from fruits of an already offshore platform. In a way ODC function as an offshore extension of client IT team.