Active monitoring prevents financial losses
In the era of computer networks, where few industries can do without the Internet, we put great emphasis on the availability of network devices and services. In the commercial sector, each delay often means a great financial loss, it is therefore desirable to monitor the status of remote servers and other devices connected to the network. It may be a local network or on the Internet. By monitoring servers, we provide solutions to issues in the shortest time possible. Monitoring equipment is not only a matter of the availability and functionality of the services offered, it allows you to manage and plan for building network infrastructure and keep it in the desired state. Based on the monitored information, we can plan the deployment and performance of equipment in time, according to the current requirements.
Monitoring the IT environment allows to continuously monitor and evaluate the defined infrastructure elements, their operation, load, performance and other defined parameters. This will generally reduce the number of incidents for our customers.
Monitoring is included in each SLA contract
For monitoring we use the Zabbix, a tool which we have supplemented with additional functionality and linked with other modules and applications (e.g. Help Desk). Monitoring is carried out by direct control and at the same time sends out alerts to our control center in the form of e-mail, telephone or SMS notifications in the event an unstable or undesirable condition occurs. The system helps us to monitor active network components (PCs, servers, printers, modems, switches, UPS, etc.), which are connected to a network. One could say we are able to monitor and collect a variety of information about everything that has an IP address. The methods for monitoring and identifying information are varied - from simple ICMP pings to the use of more complex methods of SNMP (Simple Network Management Protocol), IPMI (Intelligent Platform Management Interface) to JMX (Java Management Extensions). It is also possible to use SSH/Telnet or agent for monitoring, which is available for most of operating systems in use today. When using agent, it is possible to monitor information on the state of the hardware (RAM, processor, storage devices, etc.), but also system information and the status of running services. Finally, it is possible to integrate your own external scripts into the environment or use the API to create your own tests of specific applications or devices.
Detected incidents are tackled by remote support (analysis of failure, restart services, applications, etc.) at the first level or by escalation to other support levels - to a back-office team staffed with experts certified in the field of the issue being dealt with.
Our flexibility lies in the customization of Service Desk services according to your business needs and processes. Therefore, we have a team of experienced service engineers in active 24/7/365 mode. We guarantee fast response times and in conjunction with other products offered, we handle ICT incidents before they affect your business.
Service Desk is the primary central point of contact for all users of contractual customers. There all incidents, service requests, events, are recorded and managed and it provides an interface for all other processes and activities of service operations. From a user perspective, it is a contact point where incidents and inquires are recorded and where they will be provided with relevant and accurate information on the cases concerned.
Teams of Service Desk
The service consists primarily of telephone communication with the customer through a single contact number and support of end users complemented with the professional competence of operators. All customer inquiries are received there (information, events, requests, incidents, problems). Verifying the relevance, contract, warranty and other conditions is followed by recording the case, categorizing and evaluating its significance.
Monitoring and Back-office Team
Monitoring the IT environment allows to continuously monitor and evaluate the defined infrastructure elements, their operation, load, performance and other parameters. This will generally reduce the risk of incidents. Monitoring is carried out with Zabbix tool with direct control and alerts sent via e-mail or SMS notifications in the event unstable or undesirable condition occurs. Monitoring generally monitors the performance (CPU, RAM), capacity (HDD), connectivity, speed, system throughput, availability of individual services and many other optional parameters. The results are further processed in the form of outputs, e.g. reports on the occurrence of events or incidents. The resulting cases can then be addressed by remote control (restart services, applications, etc.) at the first level or by escalation to another support level - to back-office team staffed with experts certified in the field of the issue being dealt with.
Emergency Team L2
Emergency team L2 is designated for the on-site intervention out of working hours. Customers with the 24/7/365 service activated are guaranteed a response via Call Desk, Help Desk, but also the arrival of the technician to the site regardless of the time or day of the week. The L2 team consists of experienced mobile service staff in standby mode and ready to get off within 60 minutes.
Service Desk solve up to 75% of all inquires
The problems or inquires arisen are immediately and clearly identified and processed by the Call Desk. Thanks to this, a solution comes up in a very short time. The effectiveness of the solution speaks clearly. A total of 75-80% of all cases are possible to be resolved immediately on the first level, namely using Call Desk and Help Desk. This remarkably affects spend on both sides.
On the customer side, spend is not increased by unnecessary service trips to customers if a case is easily resolved with an advice and consultation by phone. At the same time, the costs of training new users of the system are eliminated. For a basic introduction to an operated system, the available manuals are sufficient; in other cases the Help Desk service is available.
On the supplier side, moreover, the extra service trips are eliminated and also common and frequently recurring incidents and user queries are already handled using the first level of support. The result is an overall reduction in the utilization of technical support staff, who are thus able to focus on other and more complex service cases of the same or other customer.
SERVICE LEVEL AGREEMENTS (SLA)
Service Level Agreements (hereinafter SLA) or Contract of the guaranteed level of service, is the name of the document, that arose from the need to define as precisely as possible the scope, level and intensity of externally provided services. This has especially concerned service contracts in ICT area. SLAs are inherently bound to outsourcing playing the role of the main parameter of interface between the external provider and the recipient of services, i.e. the customer. In terms of service provision within outsourcing, SLA is a repeatedly justified and proven tool.
The professional services, which TOTAL SERVICE deliver to external customers - users are defined precisely in the SLAs, including what, when, of what quality and for how much is to be delivered. In this way the functioning of major ICT and management is streamlined and customers benefit greater flexibility in focusing on the clearly defined subject of the contract, i.e. the services TOTAL SERVICE provide.
Basic specifications, conditions and rules in SLA contracts
Categories of recipients
Number and location of recipients in a given category
Description of services
Volume of services provided
Measurement - process, method, frequency, accountability and performance reports
Verification - process, method, frequency, responsibility
Specification of the support (on site, remote, etc.)
Availability - what services will be delivered when (e.g. only from 9:00 am till 6:00 pm, the time to a repair, time to the arrival of a technician etc.) and where (place of service delivery)
Common and maximum (critical) response time for an inquiry or incident.
Breakdown of inquiry types such as an application failure, HW faults, relocation of endpoint devices, etc.
Follow-up support to a given service, e.g. training
Price of the service
Terms of payment
Rules of service change
Rights and obligations of both parties - terms of cooperation
Other conditions for SLA implementation (safety, right to information, etc.)
Penalties for non-compliance with the defined parameters
Measurement tools for service requests and solutions (e.g. Help Desk)
The goal of a properly set SLA contract is to achieve higher user, i.e. customer satisfaction.
User satisfaction is one of our key performance indicators.
ALL-DAY ON-SITE SERVICE
TOTAL SERVICE can provide you a team of experts, certified system & project specialists, system administrators, technicians, trainers and consultants.
We can adapt to customer needs and offer appropriate maintenance and user support under contract. It offers the all-day presence of a technician or an entire team of specialists who provide user support and other services on site.
Should you need a technician for 8 hours a day to ensure user support or a team of analysts, database specialists and programmers for 8 hours a day for 3 months, do not hesitate to contact us. We offer our services for projects, short or long term, to contractual and non-contractual customers. Our team is always at your service and ready to assist you; please contact us.