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Remote Management and Remote Monitoring

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Many organizations have continued to invest in IT infrastructures, adding a server here, a new network device there and are stretching their IT staff to manage, support, implement and maintain equipment. Zycom Technology has developed a service product that can augment or liberate your IT staff; enabling them to focus on activities that are critical to your organization's success. Zycom Technology can help reduce the burden of managing systems and provide a coherent and timely response to failed devices, services and applications. A structured Monitoring and Management Service can help prevent failures by detecting problems before they become critical. Coupled with the right Response level, imminent or actual failures can quickly be rectified, thereby reducing the costs and inconvenience of system down-time. The following methodology allows clients to select the monitoring and management services as well as the appropriate response class to meet your immediate or long-term needs. This à la carte approach maximizes the flexibility for the offered services, allowing you choose the type of monitoring, management and response required by your company.

THE NEED

You have decided that you require additional resources to properly manage and monitor certain Key Network Elements (KNE) such as servers, desktops, notebooks, printers, storage, network switches, routers, firewalls, and applications. You have determined that staff augmentation is required to avoid increasing head count.

THE BASELINE

A complete audit and inventory of the identified KNEs is conducted; identifying warranties or service contracts, software versions, and the status of the equipment. The Baseline may identify deficiencies and necessary corrective measures as well as the required network access and authorizations.

MONITORING LEVEL

Hardware Monitoring: Real time monitoring of a KNE and their components for imminent or real failure. Associated Response Classes are either Class One or Class Two.

Performance Monitoring: Real time monitoring of the health and functionality of a service. For example, you may want the server which hosts a critical database to be monitored for CPU degradation, memory leaks, disk i/o problems, network failure, etc. Associated Response Classes include Class One, Two and Three.

Application Monitoring: Real time monitoring of the health and functionality of an application and the platform that supports it. For example, your anti-virus services and its host can be maintained and monitored for failure, functionality and performance. Associated Response Classes include Class One, Two, and Three.

RESPONSE CLASS

Response Class One: Warning to client designate of imminent or actual failure of equipment, service or application. Zycom Technology seeks additional instructions from the client.

Response Class Two: Notification to the client of imminent or actual failure of hardware equipment. Zycom commences immediate rectification of problem. Actions could include technician dispatch, troubleshooting, parts ordering and repair.

Response Class Three: Notification to the client of imminent or actual failure of application or significant degradation of application. Working with the client, Zycom commences immediate rectification of problem. Actions could include consultant dispatch, troubleshooting, service calls to software vendors, review of solutions and implementation. Each month, Zycom Technology will produce a Status Report outlining all calls and resolutions. A trend analysis will also be generated so we can track incidences over time to better improve the overall health of your organization's IT infrastructure.

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