Navigating the Future: A Look Back at the Success of AVP Best Effort Support Program
Middleware Practice Lead
November 29, 2023
Journey Through Challenges:
- No Code Fixes: The program faced the formidable challenge of operating without providing code fixes for the software. Instead, the focus shifted to meticulous issue analysis, troubleshooting, and the delivery of effective solutions or workarounds tailored to the unique needs of each client.
- 24/7 Support for Sev 1 Issues: Recognizing the urgency of Severe (Sev 1) production downtimes, the program embraced a commitment to 24/7 support. This round-the-clock availability aimed to minimize disruptions and ensure the seamless operation of critical systems for esteemed clients like AMEX, CIBC, MTB, MUFG, BOA, DXC-Aviva, Citi Bank, State Street Bank, and Cognizant.
- Technical Expertise: Providing the highest technical expertise and assistance is key to overcoming challenges. AVP clients needed to trust in the proficiency of the support team for issue resolution and overall satisfaction.
- Customization: With each AVP client presenting unique requirements, customization became a cornerstone of support. Tailoring assistance to meet specific needs ensured clients felt heard and supported throughout their software journey.
Innovative Solutions Unveiled
To tackle these challenges head-on, the AVP Best Effort Support Program introduced a dedicated AVP Specialist (AVS) team. This team, including the Royal Cyber team, became the trusted advisors, offering technical expertise, diagnostic coaching, assistance with migrations and upgrades, and recommendations for managing IBM MQ & IIB software.
End of Support Date Awareness
Recognizing the importance of planning, the program actively monitored and communicated IBM MQ EOS dates to clients. This ensured that clients were well-informed about the status of their software and could plan their upgrades accordingly.
Efficient Case Management
The ultimate objective was issue resolution and ensuring that IBM software operated seamlessly and aligned harmoniously with clients’ evolving business needs. As we reflect on this journey, it’s evident that the AVP Best Effort Support Program met the challenges head-on and set a standard for excellence in providing support for software reaching the end of its lifecycle.
Looking ahead, the success of this program serves as a testament to the resilience and innovation within the realm of technology support. As businesses navigate the ever-changing landscape, the AVP Best Effort Support Program stands as a guiding light, showcasing that even when faced with challenges, strategic and dedicated support can pave the way for success.
In conclusion, the AVP Best Effort Support Program, in collaboration with Royal Cyber, has not just addressed challenges but has evolved into a symbol of excellence in the realm of end-of-support software assistance. Royal Cyber’s commitment to innovation and efficiency and the program’s dedication to client-centric solutions have resulted in a success story beyond conventional support.