Sebone

Technologies

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Sebone

Sebone technologies founded in 2015 Crafted services with bleeding edge technology
Founded by experienced eBay veterans Committed to time bound delivery, customer focused
Experienced leadership from various domain Startup culture, adventurous, creative & open minded

Sebone creates unmatched business value We offer a full lifecycle of services from
Compassion
in real-time, high volume, high availability technical consulting through to tailored
Creativity
environments, where agile Decisions, support, and a growing range of turnkey
Reliability
Customer Experience and an Unbreakable business solutions that help our clients to do
Platform are mission-critical. more with less

We are experts in providing service and support in cloud infrastructure.

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Services

• Research • Development • Testing

Product Development • Design • Integration • Automation

Mobile Application • Android • iOS

Big data and Analytics • Data science • Business insights • Data Warehouse

• Infrastructure management • Development

Cloud Solutions • Cloud migration • Monitoring

• Release management • Monitoring

DevOps • Build automation • Continuous integration & deployment

• Web development • Project management

Consulting services •
• IT management Staffing consultant

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Consulting Services

Service offerings

• Client/Account management • Technical developer • Cloud infrastructure

• Product management • Testing engineer • Application integration platform
• Project Management • Content/UX designer • Mobile development

Skill expertise

Engagement model

• Project/Time model • Offsite resources • Onsite resources • Hybrid model

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Support flow

• Support structure
• L1 support-End user support
• L1 support-Internal IT support
• Process and setup
• Support SLA classification
• Proactive & adaptive management
• Tools & alerts
• Why Sebone?

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Global support structure
• Single point of contact
• End user support and issue
resolution
• Internal IT support
• Monitoring and maintenance
• Audit log and tracking
• Alert mechanism
• Coordination with L2/L3
• Knowledge documentation
• SLA Management
• Housekeeping of cloud
infrastructure
L1 Support
L2 Support • Defect detection and root cause
analysis
• Interaction with product team,
vendor etc.
• Providing technical fixes
• Major enhancement and
• Emergency support
customization.
• Releasing production patches
• Technical fixes and patch rollout
• Consultation to end users
• Routine maintenance
• Tracking issues
• Coordination with L3 and
product team
• Minor enhancement
• Resolving ad-hoc issues
L3 Support
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L1 Support – End User Support
L1 Support

Incident Management
(logging, tracking, prioritization)

Knowledge Management
(Documentation, user manual, cookbook)

Configuration Management
(system & product configuration access)

L2 Support L3/L4 Support

Issue logging
Tracking resolution
Escalation & coordination
SLA Management
Report and analysis

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L1 Support – Infrastructure Support
Production Cloud support
• Configuration management
• Audit and log management
• Application monitoring
• Production availability 24x7
• Emergency fixes
• Traffic monitoring
• Security monitoring
• Alert mechanism
• Network administration
• Database administration
L1 Support
Business Support
• Quality assurance
• Application continuity
• Application monitoring
• Database monitoring
• SLA management
• Feature/patch rollout
coordination
• Product review
Cloud Maintenance User Support
• Corrective maintenance • Deployment support
• Preventive maintenance • Smoke testing support
• Change management • Application alert mechanism
• System upgrade • Capacity estimation support
• Compliance monitoring • Configuration management
• Configuration management • System/Cache refresh
• Apply patches • User access management
• Backup/restore • Troubleshooting
• Disaster recovery • Change request
• Root cause analysis
• Log analysis
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How to setup process:
Setup & Knowledge sharing
Training & knowledge transfer Two
Domain technology ramp-up weeks
Product feature ramp-up

Process setup & collaborations

Four Support process documentation
weeks Identify gaps in instrumentations
Setup system/business monitoring & alert
Collaborative joint support
Ownership & execution
Complete handover to team On-
Monitoring, tracking, triaging going
Weekly reporting, Cookbook updates
Reduce repeating issue
Report & analysis
Bi- Incident/resolution report
Application impact/performance report
weekly Incident pattern analysis
Preventive measures
Automation & optimizations
Auto script execution for issues On-
Performance optimization going
Process optimization
Periodic maintenance/Housekeeping

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SLA driven: Critical business impact

System Critical issue occurring on production system preventing

hangs or business operations.
crashes
A large number of users are prevented from working with
no procedural workaround.
User
Critical
blocked
functionality
from system
not available
Critical
Business
Response Time : 15 min
Impact
Resolution Time: 1 hour
Impact is
escalating Security
quickly vulnerabilities

Data loss
or data
corruption

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SLA driven: Significant business impact

Significant Major issue occurring on production system severely

performance impacting business.
degradation
A large number of users are impacted by issue but they are
still able to work in a limited capacity.

Large no. of Important

user blocked functionality
from system Significant not available
Business Response Time : 15 min
Impact
Resolution Time: 1 hour

Impact is Network
escalating Infrastructure
issue

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SLA driven: Normal business impact

Some system Issue causing a partial or non-critical loss of functionality on

production system.
functions not
available A small number of users are impacted by issue.

Small no. Normal Minor

of User Business performance
impacted degradation
Response Time : 15 min
impact
Resolution Time: 4 hour

Impact is
not
escalating

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SLA driven: Minimal business impact

Minor Issue occurring on non-production system.

incorrect
product Questions, feature request, documentation issue or other
behaviour non-impacting issues.

Feature Minimal No user flow,

clarification, Business
questions
No product Response Time : 15 min
impact flow impact
Resolution Time: 4 hour

Product
enhancement

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Proactive and Adaptive Management

• Make monitoring a priority to head off small problems before they become big ones.
• Create and implement a monitoring plan that collects monitoring data from all of the parts in your AWS solution so that you
can more easily debug a multi-point failure if one occurs. Your monitoring plan should address, at a minimum, the following
questions:
• What are your goals for monitoring?
• What resources you will monitor?
• How often you will monitor these resources?
• What monitoring tools will you use?
• Who will perform the monitoring tasks?
• Who should be notified when something goes wrong?
• Automate monitoring tasks as much as possible.

Automated Monitoring Tools in AWS Manual Monitoring Tools in AWS

• Amazon CloudWatch Alarms • API Gateway dashboard
• Amazon CloudWatch Logs • Customized dashboard
• Amazon CloudWatch Events • Integration latency
• AWS CloudTrail Log Monitoring • Graph of alarms and resources

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Proactive and Adaptive Management

Server Monitoring Database Monitoring

CPU usage monitoring DB availability
Internal Memory consumption Query performance
External memory usages Index utilization
System configurations Memory usages
Processes and services monitoring DB partitioning/sharding
Event log monitoring Connection usages
Server environmental monitoring

Application Monitoring Network & cloud infrastructure

API/Services throughput
Service uptime/live Log audit & analyser
Application uptime/live Network bandwidth analysis
Application performance System metrics
Incoming traffic Networking infrastructure
Historical pattern application usage Security vulnerabilities
Thread usage and availability Capacity automation
Bot detection

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Tools:

Infrastructure monitoring tools

Infrastructure monitoring lets you visualize events and get alerts in
real time.
Monitor compute resources, storage, and network, and measure
inventory usage, and health of an infrastructure's resources.

Cloud monitoring tools:

Offers metrics on data transfer, disk usage, and CPU utilization, which
can also be configured to trigger notifications and alerts when
thresholds are exceeded.

Application performance monitoring (APM)

APM tools allow you to target bottlenecks with your application's
framework.
APM tools gives a clear view of the user experience, offering
metrics like data transactions performance and user requests.

Aggregators
Out-of-the-box solutions that take the next step forward with deeper
integration points, monitoring platform data aggregation, and cross
analysis.
Unifies a large number of monitoring systems in the organization, and
can be displayed on one big screen for DevOps to easily view alerts
from all systems

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Alert:

Out of memory alert: Application is using 78% of available memory…

CPU usage alert: CPU usage is crossing threshold of 80% …

DB Connection limit: 85% of MySql connection are used by application …

Traffic alert: Application getting 40% surge in traffic than usual…

Service performance: Application performance degrading due to service issue …

Disk space usage: 80% of disk space used by system …

ServiceAlert: UserProfileService is not responding …

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Why Sebone: Support objectives

Experience professional
Incident
reduction • Certified experience professionals • Product training
• Large scale organization experience • Domain experts
• Product team collaboration • Customer training

Knowledge Eliminate repeat

management issues Proactive Management

• System monitoring • Incident management

• Critical auto alert setup • Review and audit
• Monitoring performance • System optimization

Process Improve Cloud infrastructure Management

automation resolution times
• Certified experience professionals • Migration strategy
• Failover management • Security assessment
• Understanding of advance tools

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Why Sebone?
Value added services
• Cloud infrastructure evaluation/setup
• Devops processes
• Cookbook/content management
• • Setup alert mechanism
• Dedicated account teams focusing on deep understanding of our
client’s business and strategic goals.
• Repeatable solutions enabling us to apply proven expertise to new
challenges with unrivalled agility.
• Engagement leads accountable for delivering Intelligent, Pragmatic
and Unbreakable solutions.
• The company regularly conduct training session for its employee
and management, to keep them abreast of the changing trends and
technologies
Drive and setup
• Complete ownership on process/system setup
• Identify gaps in process/system
• Setup monitoring dashboard
• Sebone bridges the gap between the cost effective small scale
outsource vendor and highly technical but equally expensive
organised sector
• Utmost importance is given to customer focus and quality of work
• We continue to meet stringent requirements of global standards
by a team of qualified engineers and professionals
• Our growing market and customer base is an indicator of our
continuous efforts towards the achievement of our goals
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Technology stack:

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Thank you !!!

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