Client device produces an alarm and immediately alerts monitoring server.
A ticket is created and transmitted to the assigned network administrator(s).
Within minutes the ticket is reviewed and investigated.
The source and severity of the alarm are determined, and necessary steps taken to resolve the issue.*
*SLA procedures are followed closely if the customer has requested custom steps to be taken during alerts/ticketing and support services.
In the event of an alarm, we follow strict protocols established in the SLA. Depending on the rules outlined in the SLA, we can: immediately begin troubleshooting the issue remotely, dispatch an engineer on-site if deemed necessary and notify personnel in your company.
We will monitor your server uses to identify unauthorized users and inform you about threats to the server/network integrity – whether they are initiated inside or outside your organization.
We analyze the server(s) event log, which reports all errors generated by applications, security audits, and fatal operating system messages. A detailed analysis of these records will provide hints of possible future server failures.
We will oversee your backup software and ensure that each scheduled backup job completes successfully. Our system works with brand name packages such as ARCserve/ARCserverIT, Symantec Backup Exec and can diagnose problems easily and efficiently.
Keeping a detailed log of available memory and hard drive space is crucial. We monitor the usage of your system resources and will notify you when a new hard drive or memory upgrade is needed.
We take a nightly or weekly snap shot of all processes and threads that are running on the server. This provides us with a detailed log of what software is currently running, alerting us of any back door software that may enable remote users unauthorized access.
We monitor scheduled virus scans on the server/devices and verify that the DAT files are always up-to-date to ensure proper and efficient scanning.