Abstract
CAI has been providing support for one of the largest ISP in the world for the past five years.  In 2005, the ISP contracted with CAI to support their central registration application.  The application enables new users to signup for service.  It is operational 24 hours a day, seven days a week, processing an average of over 4 million transactions a day.  To support the application, CAI provided a team of professionals including Project Managers, Systems Analysts, Developers, and Quality Assurance Analysts.  The CAI team followed, and continues to follow, the standard CAI Managed Maintenance Service Offering to support the application.  Included in this support agreement were five Service Level Agreements (SLAs) with penalties:

• Maintain Response and Resolution Time for Calls and Incidents
• Complete All Enhancements Within The Scheduled Timeframe
• Complete All Enhancements Within The Estimated Budget
• Error Free Enhancement Implementations
• Increase Capacity of Support Organization by 20% in First Year

Since transition, the CAI team has consistently achieved the agreed to service levels.  The client sponsor remains extremely proud of the decision to engage CAI.  In fact, a Senior IT Executive also believes that CAI has an excellent model for delivering quality.  

To learn more about this case study and see how CAI’s Managed Maintenance Service Offering can help you, click on the link below. 

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