24/7 Monitoring Services
At Neoss we provide both application and infrastructure level monitoring services, performed according to agreed upon SLA structures. This remote service is designed to work tightly integrated with our follow-the-sun service desk operations to guarantee human analysis of alarms, in many cases followed by execution of a related standard operating procedure (SOP).
Actions performed as alert related SOPs cover a wide range of options. To provide an example:
Service design is flexible and coverage window can be resized to specific time ranges, if desired, to allow for cost-effective service window extension of existing organizations or to match internal/contract requirements.
Below a typical set of activities executed by the monitoring team:
Fault Management
Incident Detection & Recording
Incident Classification.
Investigation & Diagnosis
Initial Support
Resolution/ Escalation
Incident Closure
Trend Analysis
Support Role & Responsibility
Monitor alerts & threshold violations from automated monitoring systems Pre-Flash Filtering Incident qualification & recording
Classify Incident as per agreed upon classification
Diagnosis Initiation through automated tools Fault Isolation
Semi-automated resolution for regular known incidents Resolution of Standard Problems using SOPs & Knowledge Base
Resolve Incident else escalate to on-site resources or appropriate II Level Support Advance Notification of Critical Incidents
Follow-up with support groups and close incident
Perform regular root cause analysis of recurring Incidents Analyze Top 10 IT Incidents Initiate appropriate Problem/ Change Management process
Infrastructure Monitoring
We typically monitor the following categories of infrastructure elements:
Server:
Fault and Performance monitoring for Windows 2K, 2K3,2K8,Red Hat Linux, Solaris, AIX, Unix, HP/UX devices, IBM i & P Series, Open VMS
Data Network:
Fault and Performance monitoring for all SNMP enabled data network devices (Cisco, Avaya, Juniper, Extreme, Nokia, Nortel etc.)
Advanced IP Telephony:
Cisco/Avaya/Nortel Monitoring of Call Servers/Gateways/Phones with Reporting
MS Exchange:
Fault and Performance monitoring for Exchange 5.5, 2003, 2007, 2010, 2013, 2016 and Office 365
Database:
Fault and Performance monitoring for MS SQL Server, Oracle
SNMP and HTTP:
Generic snmp monitoring and http probing