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Integrated Support Help Desk Services |
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Integrated Support Help Desk Services Overview |
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TrekLogic offers a coordinated suite of managed services aimed to keep
customer critical servers running at peak efficiency. To provide maximum
cost containment, our services are tiered and ranges from remote
monitoring to remote engineering and administration all the way to
on-demand on-site resources or even permanent presence. We offer a
blended mix of three key managed service offerings: a remote system
monitoring service, to alert both customer and our service engineer of
problems; a remote system administration service, to handle routine
administration and maintenance duties to ensure that all server and
storage infrastructure are available and operating correctly, including
proactive and preemptive monitoring to avoid impending failures; and a
full 24/7 on-call support service to assist in resolving unanticipated
emergencies.
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All services are managed to a rigorous Service Level Agreement tailored
to meet the customer's availability needs to ensure that our managed
service offerings provide the highest possible value combined with
long-term support guarantees.
TrekLogic’s comprehensive suite of managed service offerings focus on
monitoring and managing remote installations and provide senior level
technical escalation for your existing staff.
This service provides a cost-effective alternative to staffing small to
medium sized server installations. It can also be used to enhance the
skill sets of your existing system administration team without the
addition of expensive staff. The service level can be customized to meet
the demands of both mission critical systems, commercial enterprise
systems and non-critical systems, and is geared towards the following
Enterprise Server Markets:
- Sun Microsystems Solaris 7, 8, 9 and 10 (Sparc and x86)
- Linux (all vendors)
- Microsoft
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Service benefits
include: |
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Our proven processes allow us to
monitor server availability, integrity,
status, performance, and security. We
also keep our customers informed by
identifying trends to allow for capacity
planning and budget requirements. Our
administration and support staff are
experts in their field, ensuring
continuity of service and site
knowledge. |
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» Professional System administration without additional staff |
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» 7/24 remote monitoring with on-site monitoring appliance |
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» Automated trouble ticket creation |
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» Sophisticated problem escalation |
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» Documented incident reporting and change control |
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» Proactive event detection and remote diagnostics allow faster problem detection and resolution |
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» Monthly report of all activities, including requests, changes, and incidents |
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* Client system status views via web portal, including archived reports |
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Key Activities |
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Routine maintenance duties aim to ensure that all servers, OS
software and storage are in a peak state of application
readiness including: |
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» Ensure
that all system software and provided
software packages are available and
operating correctly. |
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» Install and configure operating system
and utilities upgrades, service packs, patches and bug fixes. |
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» User account administration. |
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» Apply preventive maintenance to avoid
impending failures. |
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» Monitor success of backup operations. |
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» Problem troubleshooting and resolution
of system hardware and software issues. |
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» Resolve
support calls. |
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* Beyond
the routine maintenance activities, the
TrekLogic Call Centre will be available
by telephone and e-mail during the
agreed hours of operation to assist in
resolving unanticipated emergencies. |
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Key Deliverables |
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The key deliverables of the System
Administration and Support Service
include: |
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» Direct
access to sysadmin resources |
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»
Monitoring of mission critical servers |
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Documented Incident Reporting |
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» Changes
Control Process |
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Escalation Process: |
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» Monthly
Service Report to Client: |
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