Marlabs provided application support services for a large US chemical company by establishing an offshore Global Service Desk center. This centralized the client's fragmented IT support and reduced operational expenses. Marlabs conducted knowledge transfer and transitioned the client's support to the new center. They provided a mix of dedicated and shared resources using a managed services model to consistently support the client's SAP modules according to SLAs. Marlabs also implemented a monitoring system to track support activities and provide reporting dashboards.

1. Marlabs Capabilities Overview
Application Support Services
© 2016, Marlabs - Confidential
Contact@marlabs.com
+1 (732) 694 100
www.marlabs.com

2. • Founded in 1996
• 2100+ employees
• Consistent year-on-year revenue growth
• 100+ blue-chip clients across multiple verticals
• IP driven global consulting and software services
• Headquarters in Piscataway, NJ – USA
• Global delivery headquarters in Bangalore, India
• CMMI Level 5 and ISO/IEC 27001: 2013 certified
Marlabs Snapshot
2
Global Locations
Strategic PartnershipsAwards and Recognition Verticals Serviced
Overview
35%
22%
9%
23%
11%
Banking, Finance,
Insurance
Media &
Education
Transportation &
Logistics
Healthcare & Life
Sciences
Retail & Others

3. Global presence to drive speed and value
Key locations
3
Marlabs Corporate HQ: One Corporate Place South, Piscataway NJ
• Global Data Center
• Network Operations Center
• Sales, Acct. Management & Operations Support
• Onshore Development Center
Marlabs North American Training Facility Broadhead Road, Bethlehem, PA
• Global Training Facility
• Multi-Discipline Center of Excellence
• Onshore Development Center
• DR Data Center
Global Development Center BWTC, Bangalore, India
• Global Development Center
• Multi Discipline Center of Excellence
• Asia-Pacific Data Center
• Network Operations Center
Global Development & Training Center Udayaravi Road, Mysore, India
• Global IV&V Center and CoE
• Asia-Pacific Training Facility
• Global Development Center
Global Development Center & CoE Infopark, Kochi, India
• Global Development Center
• Centers of Excellence

4. Partners in our success
Customers
4
Media & Education
Banking, Financial Services,
Insurance
Healthcare & Life Sciences
Logistics & Hospitality Retail & others

5. Secure, scalable and state-of-the-art
Infrastructure
5
• 20,000 Sq. Ft. of infrastructure
area (option to expand)
• N+1 infrastructure topography
• Dual and diverse power feed
• Lit with multi-entrance
fiber rings
• State-of-the-art backup system
& power unit
• Redundant service providers
for guaranteed network uptime
• Dedicated secure channel
• VLAN for ODC isolation with
selective access using ODC
gateway
• Restricted access monitored by
card and CCTV
• Two factor authentication and
biometric finger print scan
• Advance intrusion prevention
capabilities
• ISO 27001 compliant
information security practices
• Full disaster recovery for
hosted applications
• FM200 fire suspension system
for complete protection
• Multisite Network Operations
Center (NOC) for monitoring
and management
• Scalability and extending T1/T3
circuit to alternate DR sites
SSAE 16 Type II Compliant
Data Center, Piscataway, NJ
Guaranteed Security Disaster Recovery

6. Full spectrum of solutions and services
Service Offerings
6
Application Development and Maintenance | Information Security | IT Infrastructure Services |
Testing | Packaged Implementation & Support | Product Engineering
Cloud | Mobility | DAM | DW-BI & Analytics| Microsoft |Java | Open Source | ERP | Salesforce | IoT
Services
Industry Verticals
Technology Solutions
BFSI Education Transport Healthcare
Energy RetailMedia Government

7. The expertise driving our solutions and services
Centers of Excellence
7
• Improve legacy and proprietary
Integration with current
solutions/software
• Positive impact on usability and
architecture decisions among project
teams
• Increase overall user adoption
• Implement the best practices for the
development of solutions
• Promote cross-platform flexibility
• Rapid scale up for project
requirements
Marlabs Centers of Excellence (CoE)
Primary objectives
Industrialized assets
and methods
Innovation
Architecture based on
cost/benefit analysis
Skills and resources Alliance ecosystem
Microsoft Java/Open Source
Digital Asset
Management
(DAM)
Testing
DW/BI &
Analytics
Mobile
Infrastructure,
Security & Cloud
UI/UX ERP/CRM

8. Our IP assets
Products and Platforms
8
Marlabs’ SAPX Platform delivers consumer-grade,
mobile-first, cross-platform user experience for SAP
as well as HANA.
SAPX
Real-time customer feedback is vital to business
growth and sustainability.
SocialSenser™
A Digital Learning System is a mobile, personalized,
and measurable application developed by Marlabs
for the pharmaceutical industry.
MultiTouch™
A Web-based platform for developing and deploying
end-to-end workers' compensation claims
management systems
MCO Central™ Platform

9. Our IP assets (cont'd.)
Products and Platforms
9
Automated cloud migration assessment for
enterprise applications enabling customers to have
structured information and clear-cut strategy for
cloud adoption
Cloud Migration Assessment Toolkit (CMAT)
Unified single pane of glass dashboards providing
complete visibility into Managed Services operations
OneConsole™
Social connector app that provides secure access via
the web, smartphones, tablets. Enables private social
network
THOT: Bringing the benefits of social media
A robust monitoring and management platform for
mission critical applications running on public and
private clouds.
Cloud Monitoring and Management
Framework (CMMF)
Assess Build Deploy Manage
Utilize ITIL standards and best practices, 24x7 monitoring,
cloud based backup and recovery

10. Client Project
Stakeholders
Customer centric blended model
Client Engagement
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Client Executive
Sponsor
Client Program
Manager
Client Project
Manager
Client
SMEs
IT &
Infrastructure
Marlabs
Executive
Sponsor
Marlabs Account
Manager
Business Analyst/
Lead Developer
Technical
Architect
IT &
Infrastructure
Programmer/
Analysts
Quality
Assurance
IT &
Infrastructure
Client Team Marlabs On-Site/Off-Site Team Marlabs Off-Shore Team
• Strong Transition Mgmt.
• Peer to Peer Communication
• Defined Escalation Process
Steering
• Business Alignment
• Work Prioritization
• Metrics Monitoring
Project
Management
Requirements/
Deliverables
Task Monitoring
& Control
Project Status
Issue Management
Work
Packages
Technical Specs
Project Lead/
Manager
Project Lead/
Manager

11. Center Of Excellence - Objectives
Marlabs Service Offerings
Application Support Services

12. Service landscape
Application Development & Maintenance
Production Support
• User Support
• Configuration Management
• Emergency Fixes
• Application Support
• Application Monitoring
• Production Support (24x7)
• SLA Management
Maintenance
• User Support
• Regulatory
• Minor Enhancements
• Configuration Management
• Corrective Maintenance
• Preventive Maintenance
• Database Administration
• Change Management
• Product Review
• SLA Management
Business Support
• Quality Assurance
• Emergency Fixes
• Application Continuity
• Application Monitoring
• Database Monitoring
• Product Enhancements
• Production Support (24x7)
• SLA Management
Multi-Level Support (L1, L2, & L3)
Flexible Shift Model
(8x5, 12x5, 16X7, 24X7)
Quality
Assurance
Multi-Channel Support
(Phone, Email & Chat)
Application Development
Water Fall Model Iterative & Incremental V Model Spiral Model
Code & Fix Life-Cycle
Model
Prototype Model Agile Model Custom Models
Development
Models
Application Maintenance
• Application design, development
• Systems integration/consolidation
• Re-engineering,
• Implementation of packages
Service
Offerings
12

13. Service landscape
Application Support
Level 1 Support
•End-user support, including
response to calls and
answering ‘how-to’
questions
•Ticket resolution and
logging
•Resolution of basic
IT/computer problems, such
as username and password
issues
•Verification of physical
layer issues
•Installation/re-installation
of basic applications
•Verification of appropriate
hardware and software
installation
•Assistance with navigating
around application menus
•Help with using knowledge
management tools
Level 2 Support
•Monitoring ticket log
•Providing break-
fix/corrective and
emergency support
•Providing consultation and
technical support to end-
users
•Resolving ad-hoc issues
•Testing and releasing
patches to production
within a specified TAT
Level 3 Support
•Defect detection and root
cause analysis
•Minor enhancements and
customization
•Preventive, adaptive, and
perfective maintenance
•Routine maintenance
activities
•Need-based interaction and
follow-up with third-party
vendors, suppliers, etc.
13

14. Project governance model
Marlabs
Executive Committee
Client
Management
Head – Account
Management
Chief Delivery
Officer
Service Management / Steering Committee
Client Technology
Office Manager
Customer Account
Manager
Delivery Manager
Operations Committee
Service Track
Manager
Infrastructure
Program Manager
Vendor Management Office
Support Groups
Process
Consulting
Quality
Client IT Team/ Service
Owners
OpsMgr / Change Management
L1, L2, L3 Support
Global Service Delivery Manager
Messaging
End User
Computing Applications
Server
Operations
IT Network
14

15. Ticket/Request flow
Support Process
Issues
Triage/Escalate
Call Closure
Send status update and closure
to customer team on the alert
Marlabs L2 will resolve the
issue
Marlabs L2 Support Team
L1 Support
team
Tickets/Issues being raised to
support team
logging/updating knowledge
base and resolution in
ticketing system
 Incident & problem management
 End user support
 Data fixes
 Code fixes
Reports
Alerts
 SLA based services
 ITIL based service delivery
process
 Metrics and reporting
 Service improvement initiatives
Support Services
Escalate to L2
team
Resolve using SOPs
Delivery Assurance
Marlabs L3 will resolve the
issue
Marlabs L3 Support Team
Escalate to L3 team
15

16. Follow the sun model
Support Process
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02
04
06
12
1014
16
20
22
18
08
EST 8:00 am
IST 5:30 pm
EST 04:00 pm
IST 01:30 am
EST 12:00 am
IST 9:30 amEST 7:30 pm
IST 05:00 am
16

17. Indicative SLA & status reviews
Service Levels
Incident
Priority
Priority Definition Response Target
Resolution
Objective
Min. SLA
Adherence (%)
Critical Emergency situation with severe business impact 15 minutes 4 hours 95
High
Incidents that affect business and users but can continue with
reduced functionality
30 minutes 8 hours 95
Medium
Incidents that affect only few users performing standard
business operations
1 hour 3 business days 95
Low
Incident with low impact on the business and only affect
specific users
2 hours 5 business days 95
Review Period Focus Areas
Daily Operations Review
 Major incidents, critical updates, status updates
 Emergency change planned for next 24 hours
Weekly Review
 Accomplishments review, major issues/highlights
 Performance metrics: # of incidents resolved, response, resolution SLA
adherence
 Weekly call volume reports
 Review of planned maintenance activities
Monthly Engagement Review
 Monthly PMR review
 Major activities and accomplishments
 Release management
 SWOT analysis
Quarterly Review
 SLA adherence review
 Continuous service improvement plan reviews
 Overall project performance reviews
17

18. Typical transition phases and timeliness
Transition Process
Engagement
Kickoff
Due Diligence
Plan Baseline
Deliverables:
Approved Transition Plan
Draft Operations Plan
Knowledge Acquisition
Learn Demonstrate
Deliverables:
Operations Document
Updated Operations Plan
Deliverables:
Finalized Operations Plan
Metrics/Status Reports
Steady State
Operate Optimize
Shadow Support
Observe Demonstrate
Week 1 Week 2 - 4 Week 5 - 8 Week 9 onwards
Deliverables:
Ongoing Engagement
Governance/KPI Tracking
18

19. Transition matrix
Transition Process
Due Diligence and Planning Knowledge Acquisition Guided Support Steady State
KeyActivities
Key contact from Marlabs and
client are identified
Gather information and
documentation on all servers
and services in scope
Marlabs team will be
allocated tasks by client
team
Handle tasks
independently by
Marlabs team based on
ticket allocation
Finalize roles and
responsibilities
Train on client-related
processes
All issues/alerts will be
classified by client and
assigned to Marlabs team
Provide monthly status
report to client on
overall support
Finalize connectivity plan
Access to tools and method of
access
Fine tune resource plan if
required
Understand the detailed
scope
Validate the desired SLA with
existing resources
Setup processes for
capturing metrics and
status reporting
Prepare support plan
Review existing
documentation
Validate the understanding
gained by Marlabs team
Deliverables
Detailed project plan Knowledge repository Re-designed process flows
SLA adherence, status
reports
Risk and mitigation plan SLA Detailed escalation plan
Service improvement
initiatives
ClientTasks
Designated personnel as the
key contact for the length of
the engagement
Provide knowledge transistion
to Marlabs team
Guide Marlabs team on
issues
Review, validate transition
plan
Share documentation with
Marlabs
19

20. Continuous Service Improvements
Support Process
Establish
Baselines
• Collect and
analyze
operational data
and processes
• Identity
problems
• Categorize
problems under
areas:
Technology,
Process, Service
Identify Solution
• Solution
definition
• Cost/Benefit
analysis
• Functional
services
• Identify
immediate wins
Transformation
Methodology
• Create SIP plan
• Obtain sign-off
from stake
holders
• Schedule SIP
implementation
Implement and
Measure
• Execute
transformation
• Measure
progress
• Verify metrics
• Sign-off SIP
Access Identify Plan Implement
Incident Reduction
Eliminate Repeat
Issues
Improve Resolution
Times
Process
Automation
20

21. Center Of Excellence - Objectives
Providing performance data about ability to meet SLAs
Gathering historical and real-time data on service performance
Preventing problems from recurring
Proactively identifying potential issues so they can be resolved
before they impact users
Tracking and reporting metrics on an ongoing basis
Periodic reviews
•Weekly reports
•Monthly reports
•Performance management report (PMR)
•SWOT analysis
•Handling new deliveries
Support Process
Service Assurance Framework
21

22. Formal issue reporting (escalations) and resolution procedures
Support Process
Issue Resolution
Breakdown
Attempt to
Resolve at
Individual/Team
Level
Attempt to
Resolve at Project
Level
Attempt to
Resolve at
Program Level
Final Closure at
Program Sponsor
Level
Escalation & Resolution Process
The team member identifiesa specific open action item that impedes
progress for the release/program.
Team member contacts the owner to close out the issue or action.
Owner does not provide resolution and offers no further attempts for
closure or indicates they do not plan to close the item.
Team contacts the project managementof the issue/actionowner for
resolution after notifying the owner of the intent to escalate.
Failure of resolution should be brought to the attentionof the
Program Manager. The program manager should facilitatea session
between stakeholders to understand the challengesto resolution and
attempt to close the item.
If the program manager can not resolve the open item with the
stakeholders, all participants should develop a business case with
options for resolution and present to the program sponsor for
resolution, in the steering committee meeting.
The program sponsor should provide final resolution based upon
program vision/strategicobjectives for a closure.
22

23. Business value
Marlabs
ITIL driven service
management framework
Focus on Delivering
operational, tactical and
strategic benefits
Increase in productivity
through robust knowledge
management and
automation processes
YoY case reduction via
proactive correction and
root cause analysis
Reduced total cost of
operations
Flexible support models
(8x5, 12x5, 16X7, 24X7)
designed to meet your
business needs, resulting in
improved return on
investment
Rapid escalation and
stringent support processes
offer fast, efficient, and
quality resolution
Monitored risk-reward SLAs
model for customers
enabling clients to track the
quality of service
Flexible commercial models
– managed services,
professional services, BOT
and outcome based pricing
23

24. Case Studies
Application Support
24

25. Client Leading US chemical and pharmaceutical company
Need  The client has a complex global IT landscape which lacked a centrally-managed infrastructure and
application support model
 Reduce operational expense associated with maintaining 24X7 monitoring, maintenance and support
operations
Marlabs Solution  Built a dedicated centralized offshore Global Service Desk center at Bangalore, India to support and
manage client’s IT infrastructure, application support (L1, L1.5) and SAP end-user support (L2)
requirements in an SLA based managed services model
 Conducted a knowledge transfer and project transition phase to ensure all Marlabs support resources
have sufficient access, knowledge, and confidence to provide a seamless user experience
 Provided a mixture of dedicated resources and shared service resources allowing for consistent
coverage and support of all in-scope SAP modules
 Implemented Marlabs ‘OneConsole’ tracking and report monitoring system which integrates with
client’s existing ticketing and monitoring tool to provide self-service access to dashboards and ad-hoc
reporting showing agent activity, ticket history, and similar KPI data necessary to monitor and track
performance and quality of service
 Adopted process efficiency driven ITIL framework
 SLA-based services backed with penalties and incentives to drive efficiency, effectiveness, and quality
of service
 Provided separate white glove support to VIP users when interacting with service desk personnel for
application and desktop support
Benefits  A customer-friendly and cost-effective IT services by leveraging ITIL
 Significant estimated reduction in operating costs
 Fixed monthly cost measured by SLAs
 Ensured enhanced and consistent customer service by providing best of resources and technology
Technology Platform  24x7 infrastructure, application support, and desktop support.
 SAP modules (FI/CO, SD, MM, WM, CRM, PP, QM, APO, BI/BO, HR)
Always available global support desk helps realize optimized application environment
Marlabs Case Study
25

26. Client Leading airline services provider
Need Ensure application availability and performance as well as maintain a satisfied user community.
Marlabs Solution  Global Application Monitoring and Support: L2 support – 24X7 alarm/alert monitoring and resolution,
L3 Support – up to 24X7 production break/fix
 Custom Application Development: Inflight Exchange (IFx), Catering Exchange (CXP) and Galley
Planning (GP4), new feature development, system re-architecture
 Packaged Application Maintenance & Support: SAP (SD, MM, FICO, PP, ABAP), SAP BW & HFM, airline
and corporate interfaces
 Infrastructure Monitoring and Development Support: DBA (Oracle), JBoss, interfaces, QA/IV&V
services, testing automation (5,000+ test cases)
 Flexible Blended Delivery Model: Balance of on-site and remote near and far shore resources
distributed globally
Benefits  Consolidated IT services and support from multiple globally distributed support paths into a unified
global service desk
 Approximately 38% reduction in support costs by providing cross-platform monitoring and support of
238 application servers and 46 database servers
 Automation of information processing resulting in significant reductions in processing windows and
system maintenance windows
 Enhanced system capabilities to allow up to 500 concurrent users processing up to 5,000 service orders
and 200,000 flight requests per day per airline
Technology Platform Java/JEE, JBoss, SAP (SD, MM, FICO, PP, ABAP), SAP BW & HFM, Oracle DB, JBoss
End-to-end application support services increasing value delivered by application
Marlabs Case Study
26

27. Standing apart in the marketplace
Value Proposition
27
Delivery
Excellence
Domain
Expertise
• Flexible, transparent, and mature engagement models
• Seamless solution integration
• Certification compliance
• Robust Governance
• Strong focus on emerging technologies
• CoEs for technology proficiency
• Best in class technology and security infrastructure
Customer
Centricity
Investment In
Talent
• US based, IP driven organization with a digital technology focus
• Flexible engagement models with global talent
• Proven record of successful on-site, off-shore and blended
engagements
• Customized solutions and services
• High competence levels in all technologies
• Home grown algorithm for matching resources with customer’s
unique need
• Global training centers: Continuous quality improvement programs
• High retention rates
Higher
Customer
Satisfaction
Excelling
Employees
Project
Certainty
Highest ROI
and Value

28. Contact Us
28
USA
New Jersey
Marlabs Inc. (Global Headquarters)
One Corporate Place South, Floor 3,
Piscataway NJ 08854 - 6116
Tel: +1 (732) 694 1000
Fax: +1 (732) 465 0100
Email: contact@marlabs.com
India
Bangalore
Marlabs Software (P) Ltd.
Bagmane World Technology Center,
14th Floor, Citrine Block - 4,
Marathahalli Outer Ring Road, Mahadevapura,
Bangalore – 560 048
Tel: +91 (80) 67229400/700
Email: contact@marlabs.com
Canada
Marlabs Canada Incorporated
1235, Bay Street, Suite 400
Toronto Ontario M5R 3K4
Tel: +1 (416) 934 5005
Email: contact@marlabs.com
Mysore
Marlabs Software (P) Ltd.
# 462, A & B Block, Udayaravi Road,
Kuvempunagar,
Mysore - 570023
Tel: +91 (821) 4000200
Email: contact@marlabs.com
Marlabs Software (P) Ltd.
# 469, A & B Block,
Udayaravi Road, Kuvempunagar,
Mysore - 570023
Tel: +91 (821) 4191450
Email: contact@marlabs.com
Mexico
Marlabs Technology Services
Av. Patriotismo 229 Piso 8
Col. San Pedro de los Pinos
Mexico, D. F. C. P. 03800
Tel: +1 (732) 694 1000 ext.6011
Email: contact@marlabs.com
Kochi
Marlabs Software (P) Ltd.
"Athulya", 2nd Floor, Infopark
Kusumagiri P.O. Kakkanad
Kochi - 682 030
Email: contact@marlabs.com
Marlabs Software (P) Ltd.
Trans Asian Corporate Park,
XIV/396-C, Seaport Airport Road,
Chittethukara,Kakkanad
Kochi - 682 037
Ph: +91 (484) 6062885/886
Email: contact@marlabs.com

29. THANK YOU
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