Technical support services for Riyad Bank

1.

Technical Support Services
for Riyad Bank
www.andersenlab.com

We Solve for our Customers the Following Problems
1.Detect problems before your clients
1.Eliminate the headache of 24/7 support
1.Build support department from ground up
1.Eliminate the worries around security and data protection compliance
1.We scale operations as you grow
1.We help you control cost per case

3.

Technical Support Service
We provide 24/7 professional technical support service of all levels in several languages
WE CAN PROCESS VOLUMES
EXPERIENCED TEAM
EXPERIENCE WITH PROJECTS
Our team processes tickets in
Our team includes certi ed
14 years in IT development
different spheres
specialists with an average
experience of more than 2
years.
40 000+
50+
1 000+
tickets per month
support & maintenance engineers
projects developed

4.

Standardization & Awards
We work with required standards to satisfy compliance with regulations and best practices
Clutch rate - 4,9
‘The Best employer of the year’ in different countries

5.

Levels of Support
We offer 3 levels of support:
User
Level 1
Level 1
Level 2
Level 2
Level 3
Level 1 support
Level 2 support
Basic support and troubleshooting
Advanced support provided by the
that doesn't require big experience
IT specialists who have good
of deep professional expertise. It
experience in dealing with non-
includes receiving support inquiries
standard issues that cannot be
by the various channels.
solved by the L1 support team.
Level 3 support
Premium support provided by the
most experienced engineers with
speci c knowledge. They deal
with most complex issues.

6.

Support Structure

7.

Models of Interaction
Shared
Pros
1. Costs saving
2. Efficient for simple projects
3. Fast implementation time
Cons
1. Oriented on simple projects
2. Operator involved in other projects in
parallel
3. Limited scalability
Dedicated
Pros
1. The team is focused only on your project
2. Easier to scale your team
3. In case of additional loading this team
may have a capacity to process
unpredicted loading
Cons
1. More expensive, than the shared model

8.

L2 Model Basic Pricing
1. Shared model:
Severity / packages
/ first response business days
Bronze
Silver
Gold
2-3 days
2-5 days
1 day
2 days
2 hours
8 hours
2-6 days
1 month
2-4 days
14 days
24 hours
72 hours
Price, L1 Euro
5 000
10 000
15 000
Price, L2 Euro
9 000
18 000
27 000
S1 - production down
S2 - badly impacted
S3 - performance impacted, operation
continues
S4 - minor questions
Level of
support
L1
L2
Quantity of
tickets
per day
up to 20
up to 10
2. Dedicated Model:
Level of
support
Euro, per hour
L1
L2
25
35
The rates are actual for 2021. The rate can differ, depending on the project details and individual approach.

9.

L3 DevOps Package
Package of hours
per month
Hours per day
Cost per hour,
EUR
Cost per month,
EUR
40
2
76
3 040
80
4
65
5 200
168
8
65
10 920
Normal operating hours 9 am - 6 pm EEST
Additional hours over package are paid by hourly rate.
Weekends and time over normal operation hours are not covered

10.

L3 Development Team Package
Package
Minimum hours
package for
development time
Hours over
rate, EUR per
hour
Total, EUR
80
87,5
7 000
Development time
Developer
BA (50% from Dev time)
QA (50% from Dev time)
Normal operating hours 9 am - 6 pm EEST
Other working hours can be agreed with additional payment +50% for weekdays
and +100% for weekends.

11.

Why Andersen
You, as our client, will appreciate all the advantages of a partnership approach and
cooperation with us.
Technologies and tools we use
Certi cates
Flexible availability
Windows Server, Linux, PowerShell (DSC),
To test knowledge, con rm their
Our client oriented team is exible
Kubernetes, Ansible, Docker, ServiceNow,
quali cations and professional skills, our
enough to provide the required service
IIS, SQL, Windows clustering, AD, AWS,
experts receive the following certi cates
and support schedule for your
Azure DevOps, Con uence, Networking,
in the eld of Application Maintenance &
convenience (24/7, 24/5, 8/5, etc.).
Jira, Nginx, SIP.
Support services: AWS, Microsoft Azure.
Expertise
Customer oriented approach
Best practices
Сontinuous improvement and 14 years of
Individual metrics tailored to you to meet
Using ITIL methodologies in our work as
experience solving the most complex
your needs as e ciently as possible with
best practices for Application Maintenance
customers problems.
lower costs and higher pro tability.
& Support services.

12.

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