Project & Program Execution
tCognition delivers all of its Consulting & Professional services solutions following stringent guidelines and rules of client engagement in order to drive project or program success. As such, tCognition ensures that the following professional services and support provided hereunder are in accordance with the following guidelines unless otherwise discussed or negotiated with the Client Stakeholders.
tCognition will follow an Agile/Scrum project management process that includes iterative feature development, continuous testing and quality control, weekly status meetings and daily stand-ups with full transparency in the project or program. Our technical background and consulting experience ensure that our customers get high-quality solutions delivered in an effective and efficient manner. Full life-cycle product development services, including project planning, business requirements definition, project implementation, and post-implementation support are provided using proven industry-standard methodologies and best practices.
Change Control Management
tCognition recommends that every Application change requirement goes through an official change control management process. A Change Control Board (CCB) or Change Advisory Board (CAB) shall be constituted to include representation from the client stakeholders, infrastructure & operations team, change manager for the hosting environment, and tCognition lead. All change requests will be reviewed and discussed in periodic CAB meetings, and only approved change requests will be implemented in the production environment following proper, established procedures. Our resources are familiar with and will follow industry best practices such as ITIL framework while addressing change requests. Emergency changes will be processed through exception handling processes approved by the client. All changes will be tested and approved prior to production deployment.
All of our resources are coached to provide 100% comprehensive knowledge transfer to our customers on any task that we are involved. The tCognition team also builds several step-by-step training documents for all project areas. We provide these documents to our customers at no additional cost. Depending on client needs and preferences, Knowledge Transfer (KT) could be an ongoing process or a discrete phase of the project lifecycle.
Each of the Parties will provide detailed contact information for all key stakeholders or project managers necessary to interface with the other Party’s management and resources for technical and/or administrative issues, throughout the term or period of the engagement as identified Authorized Contacts.
The Client will inform appropriate tCognition personnel of any delivery schedule changes, activities, or changed requirements that may impact the engagement. tCognition will not be held responsible for any issues or service loss resulting from tasks performed by the Client’s personnel or assigned parties on the contracted environments without prior written notification, and submission of a formal change order through the designated ticketing and tracking systems.
The Client will maintain all necessary connectivity into their systems or environments, providing the necessary security and VPN connectivity between their site(s) and the tCognition network. tCognition will maintain all necessary connectivity into its systems or environments to enable Client’s customers to communicate service issues to tCognition via phone, email and web portal, and to enable tCognition to access Client’s servers.
tCognition will utilize the Client’s monitoring system; as such, the Client will work with tCognition to provide all appropriate and necessary access, information, and training on Client’s monitoring systems. tCognition will also provide the Client with mutually agreed reporting based upon tCognition’s own metrics for measuring its performance hereunder.
Ticketing – Tracking
tCognition will utilize the Client’s ticketing system to track all requests; as such, the Client will work with tCognition to provide all appropriate and necessary access, information, and training on Client’s systems.