Service Aggregation Platform for Cloud Support Delivery
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Solution Overview
Problem
Independent software vendors (ISVs) face challenges in efficiently providing and combining technical support services across multiple cloud environments due to compatibility issues and resource constraints, lacking the ability to validate software operations on various cloud networks, and needing a solution for delivering graduated service levels without building dedicated support infrastructure.
Innovation Solution
A service aggregation platform that manages and delivers technical support services across multiple cloud environments, allowing ISVs to define and deliver support levels to users through a centralized system, which can escalate support requests and provide services based on user and vendor entitlements, utilizing a cloud management system to instantiate and manage virtual machines and resources.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If ISVs provide technical support services across multiple cloud environments using dedicated infrastructure, then support reliability and validation capability improve, but device complexity and resource requirements increase
Solution Approach 1:
The patent introduces a service aggregation platform as an intermediary between ISVs and cloud environments. This platform consolidates support service delivery across multiple clouds, providing validation and reliability without requiring ISVs to build dedicated infrastructure in each environment. The platform acts as a mediator that handles the complexity of multi-cloud support while ISVs focus on their core software products.
Solution Approach 2:
The service aggregation platform provides universal support service delivery across diverse cloud environments (AWS, Azure, GCP, etc.) through a single unified system. Instead of ISVs maintaining separate support infrastructures for each cloud provider, the platform offers multi-functional capabilities that work across all major cloud platforms, reducing overall system complexity while maintaining reliability.
2Reliability
If ISVs maintain dedicated support infrastructure for each cloud environment, then service validation capability improves, but resource requirements and operational cost increase
Solution Approach 1:
The patent merges support service delivery capabilities into a single service aggregation platform that consolidates resources across multiple cloud environments. Instead of ISVs maintaining separate validation infrastructures for each cloud, the platform combines these functions centrally, reducing the total quantity of support resources required while maintaining the ability to validate software across diverse cloud environments.
3Adaptability or versatility
If ISVs provide multi-tier support services across all users and products, then service coverage improves, but device complexity and management overhead increase
Solution Approach 1:
The service aggregation platform segments support service delivery into manageable tiers and levels, allowing ISVs to provide comprehensive multi-tier support without overwhelming complexity. The platform organizes support services into structured levels (e.g., L1, L2, L3 support) that can be delivered across all users and products systematically, improving service coverage while maintaining manageable complexity through standardized segmentation.
4Ease of operation
If ISVs build dedicated support infrastructure for cloud environments, then service delivery control improves, but ease of operation and scalability worsen
Solution Approach 1:
The service aggregation platform provides dynamic service delivery capabilities that automatically adapt to different cloud environments and user needs. Instead of static dedicated infrastructure, the platform dynamically allocates and manages support services across multiple clouds, making it easier to operate while significantly improving scalability. The system can rapidly provision support services to new users and products without requiring additional dedicated infrastructure.
Data Source
AI summary
Embodiments relate to systems and methods for service aggregation using graduated service levels in a cloud network. In embodiments, a service aggregation platform can encode a service delivery profile to manage the delivery of support services to both vendors, such as independent software vendors (ISVs), and their users in a cloud-based network or networks. Vendors may choose to host their technical support and related services in the service aggregation platform, and define a graduated set of levels of service to which their customers, subscribers, and/or other users may be registered or entitled Users of virtual machines hosted in the one or more cloud can receive technical support, help desk, updating, and/or other support directly from the service aggregation platform, or indirectly through the vendor. The aggregation platform can serve as a trusted portal for delivery of software certification, dependency testing, issue resolution, and/or other degrees or types of support.