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1 - SAAZ Technology Platform: This is an agent based
system managed from our Partner Portal. The agents run routine
monitoring checks and scheduled jobs to maintain client systems.
2
– Our Company’s monitoring policies: Our Company has compiled an
internal list of “Best Practices” for supporting server systems. These
monitoring policies are automatically applied to servers after a system
analysis.
3 - 24x7 NOC Monitoring Team: This team monitors
incoming server alerts and event logs, which are analyzed and cross
referenced against our internal database. Steps to resolution are
escalated to the Partner for remediation. This team does not have access
to remote control server machines.
4 - Critical Alert Notification: Our Company’s NOC
Teams notify Our Partners via an escalation matrix for issues directly
affecting end users. (E.g. Server or network device down, Exchange
failure, Active Directory failures, etc…) Escalation points are
contacted via phone and email.
5 - SNMP & POSIX Monitoring: The SAAZ server agent is
able to remotely monitor and report SNMP information to Our ITSupport
Portal. (E.g. Device status, interface monitoring, % of errors, % of
discards, port utilization. CPU utilization and Free MB of memory for
supported devices.) POSIX provides performance monitoring for Linux Red
Hat.
6 - 24x7 NOC Remote Support Team: This team
remediates server alerts and event log issues raised by the 24x7 NOC
Monitoring Team. Issues may be escalated to Our Partner Team. This team
has access to remote control server machines.
7 - 24x7 NOC Service Request Team: This team handles
inbound services requests from Partners. (E.g. Exchange DB defrag, SQL
maintenance, moving log files, server drive defrags, perform check disk,
review Event Log for issues). This team has access to remote control
server machines.
8 -
24x7 NOC Preventative
Maintenance Team: This team monitors and maintains preventative
maintenance (Anti-Virus, Anti-Spyware and Security Patch Management).
This team does not perform Anti-Virus installations/installations.
9 - US-based Help Desk
Team: This team is comprised of L1 and L2 engineers who specialize in
troubleshooting desktop and server applications and operating systems.
The US-based Help Desk Team responds to incoming client requests by
phone or emails. Partners are also able to escalate tickets to the Help
Desk Team.
10 - Business Hour
Support: 8:00am –10:00pm Eastern Time, Monday through Friday. Holiday
schedule may vary.
11 - Extended On-call
Business Hour Support: 10:00pm – 8:00am Eastern Time, Monday through
Friday and Saturday and Sunday. Extended On-Call Support Calls are phone
calls only initially handled by a call answering service. The answering
service informs the on-call help desk technician who then contacts the
client.
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