Peyal Desk 
DEVELOPMENT 
PROPOSAL 
 

PREPARED FOR 
Client’s name 
Client’s company name 

PREPARED BY 
Ganesh Karthikeyan 
Peyal 
 
 
 
 

 
 

 
Peyal 

JAN 15, 2018 

 
CLIENT’S NAME 
CLIENT’S COMPANY NAME 
 
123 CLIENT STREET 
CLIENT CITY, ST 12345 
 
 

Dear [CLIENT’S NAME], 

Re: Enclosed Software Development Proposal 

Please find enclosed our detailed software proposal for your kind consideration. 

At Peyaldoux we are aware that creating client-oriented software takes a mixture of 
technical excellence and clear communication and our firm hires only the very best to 
ensure you receive both. We know that every client is unique and we strive to deliver 
an individual, innovative and affordable proposal every time and to follow it through 
with an outstanding delivery which is both on time and within budget. 

We have over 1 year of development in this area and our previous clients include Sri 
Jayam Printers, BGMR Traders. Please let us know if you would like to get in touch 
with our existing clients from whom you will receive nothing but positive 
endorsements. You may also wish to review our website at http://peyaldoux.com to 
see our portfolio of previous work and learn more about our organization.  

We also pride ourselves on our after-sales client-care including our guarantees, 

staff-training and onsite and offsite support. 

Finally, we realize that you are very busy and wanted to thank you in advance for your 
time spent reviewing our proposal. 

Yours Truly, 

Ganesh Karthikeyan, 

Dinesh & Karthick 

Peyal 

 
 

 
 

EXECUTIVE 
SUMMARY 
 

Peyal Soutien, a support solution for any organisation. It simplifies, automates, records 
your tickets to serve your customers on time. It’s a web application which runs on web 
browser like Google Chrome,Mozilla Firefox, Chromium and Safari. 

Signed as accepted by client:   

 
 

[Ganesh Karthikeyan], [Developer]    [17-01-2019] 

1. Project Overview 
Peyal Soutien, a support solution for any organisation it records the tickets or 
complaints raised for the products of the company. It’s simplifies the process of evaluating 
the agents. It can be done by the number of ticket closed, hours of time the agent worked 
on the time, response time for a ticket and the report also will be given for the in-depth 
review of tickets and agents. It provides the average response time of tickets for every 
month,week or any kind of time period. It simplifies the process of evaluating the 
performance of agents and Closing consistency of tickets. It provides FAQ option to reduce 
the time of answering the same question from your Customers. It also provides reports 
based on all the criteria.  

2. Obstacles 
1. Amount of time the team is going to spend to work on this product development. 
2. Number of team members who are dedicatedly spend time to work on this product 
development. 
3. Identifying all the features without flaw 

4. Progressing without deviations in product. 

3. Technical Obstacles 
1. Need to choose which frontend,backend and middleware technologies are going to 
be used in the product development. 
2. Identifying the desired ways of delivering the each features of application. 
3. Identifying the best ways to achieve better UI/UX 
4. Landing Page  

4. Industry and Market Risks 

1. Need to find the trusted Client or Customers 
2. Need to find the partners who are willing to promote and market our product 

 
 

 
3. Identifying the patrons who really seeks for our product 
4. Digital Marketing 

5. Budgetary Risks 
1. Need to complete on time 

6. Hardware 
1. Laptops & Desktop Computers 

7. Software 
List of major Software (Open Source) that we are going to use for this product 
development, 

1. Angular 8 - Frontend - UI Template (Custom Template) 

2. Java Spring Boot & NodeJS - Middleware Rest API 
3. MySQL - Backend 
4. Memcache as Cache memory 
5. RabbitMQ for Chatting and Messaging & job queue 
6. Asterisk (If Calls included) 
 

8. Milestones and Reporting 

Total estimation of man hours: 226 

Milestone  Tasks  Reporting  Hrs  Date 

1 - Discussion 

1.1  Discussion About Features need to be       

enqueue and dequeue 

1.2  Discuss about the overview of product       

1.3  PDCA Discussion       

2 - Analysis  

 
 

2.1  Analysis of Features       

2.2  Analysis of Technologies that we are going to       

use 

2.3  Analysis of Risks       

2.4  Analysis of Product Overview       

 
 

3 - Development 

3.1  Create database       

3.3  Finalizing Database with the compromisation       

of our Product’s overall scope 

3.4  Create GUI       

3.5  Writing Test Cases for Backend and Frontend      

Integration 

3.6  Unit Test       

4 - Testing 

4.1  User Acceptance Testing       

4.2  Performance Testing       

4.3  Blackbox and whitebox testing       

4.4  UI/UX Testing       

4.5  Finalise documentation       

5- Deployment 

5.1  Deployment on Linux based Server       

5.2  Preparing proper API, Application and       

Deployment Documentations 

9. Features 
1. Ticketing 
● Customizable Ticket Views 
● Easy edit and update option 
● Teamwise Ticket View 

 
 

 
● Canned Response of Tickets 
● Activity Logs 
● Merging Tickets 
● Replying Tickets 
● Adding Notes 
● Forward and Escalate 
● Follow Ticket 
● Apply Scenarios 
● Bulk Update of Tickets 
● Assign Tickets to Multiple Agents (Shared Ticket) 
● Assign Tickets to specific Group 
● Create Child Ticket (Splitting bigger issues into multiple) 
● Import & Export Tickets 
● Timeline and History of Tickets 

2. Custom Form Tickets 

● Option to Create and Customize Fields 

3. Contacts & Companies 

● Custom Form for Contacts & Companies 

● History and Activities of Contacts & Companies 
● Tickets of Contacts and Companies 
● Import & Export Contacts 

4. Multichannel Ticket 

● Email 
● Customer Portal 
● Phone (asterisk integration) 
● Facebook 
● Twitter 

5. Notifications on any Event 

● Option to send notification on specified events 

6. SLA Configurations 

● Configure SLA Based on Priority 

● Escalation Based on SLA 
● Configure SLA Based on Business hours 

 
 

7. Business Hours & Calendar Hours 

● Define Business Hours and Calendar Hours 

8. Agent Management 

● Manage Agent (Add,Update and Remove) 

9. Group Management 

● Manage Group (Add,Update and Remove) 

10. Templates 

● Email Templates on all occasions 

● Ticket Response Templates 

11. Automation 

● Response based on Prioritization 

● Scenario Automation 
● Auto Assign Tickets (Round Robin or Load balanced) 

12. Self Service 

● Create FAQ’s and Solutions 

13. Reports & Analysis 

● Based on Team 
● Based on Ticket Volume 
● Based on Ticket Response Time 
● Based on Agent & Performance 
● Based on Ticket Life Cycle 
● Workflow plan & analysis 
● Scheduled Reports 
● SLA Reports 

14. Internal Chats 

15. Security 

16. Proactive Support