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Wipro has built this ‘Orbit’ center
in its premises with an access to Sun’s Wide
Area Network and necessary call management system.
Orbit attends to customer queries in the areas
of Solaris Internals, Networking, Graphics and
Kernel core debugging. Calls are received over
email, fax and through toll free numbers. Calls
are assigned based on expertise/skill requirements
and logged using a call tracking/management system.
Calls are tracked to closure, Call statistics
like call load, call response time, call closure
duration, call distribution, call spread etc are
reported to Sun.
Because of the nature of calls and the involvement
in developing technologies, Orbit interfaces with
engineering and is the single point of contact
for the developer. Problems in customer code/application
are filtered and solutions or workarounds given.
Problems reported on Sun products are entered
in the engineering bug database along with test
cases and information on simulating the problem.
Depending on the severity of the problem, Orbit
assigns priority and follows up with the relevant
groups for fixes/patches. Patches/Fixes/Workarounds
are screened before being passed out to customers
as solutions.
Access to all engineering databases like source
code, design documentation, Developer tools etc
are provided to Orbit. Orbit has access to Sun’s
internal documentation on FAQ’s (frequently
asked questions), Symptoms and Resolution database,
training manuals, white papers on Developing Technologies
etc. Orbit has access to SWAN (Sun’s Wide
Area Network), making it available all needed
resources over Sun’s Intranet.
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