Technical Support | Outsourcing

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24*7 Technical support for a web hosting company

Customer

The client is a large web hosting company in USA. It has three data centers are located in Texas, California & New York with several Linux & Windows Servers. The Company has more than 400 dedicated and collocated servers more than 6000 clients.

Challenge

The customer requires 24*7 supports for servers monitoring and management. The typical resolution time for any problem was 20 Minutes. Also the live chat and helpdesk support where response time is 30 min. and resolution time is 2 hrs in case of helpdesk and response time is 15 sec. in case of live chat.

Requirements from U&D Square:

24*7 monitoring of Servers.
Server management, installation, updates, security etc.
Monitoring and reporting Server performance.
New server set up for managed servers clients.
End user or reseller support.
Establishing a process for management of servers, operating systems and databases.
SLA based service deliverables; immediate response and a maximum resolution time of 20 minutes.

Solution

U&D Square runs a three-shift operation onsite & offsite, to monitor and support Linux and Windows servers. We established a well-defined process to perform the monitoring activities as well as support activities. The typical resolution time achieved is 15-20 minutes on a consistent basis. The uptime achieved is in the order of 99.98% to 99.99%. Our performance against the SLAs are measured and reported on a weekly basis. U&D Square has implemented several tools for monitoring server performance and management. Offsite support team providing helpdesk, live chat and server management on 24x7x365 basis.

Benefits

Big saving on support almost 60%.
Better support process and quick turnaround.
More skilled support agents so even complex problems are being handled with ease.
Consistent performance against SLAs, measured and reported on a weekly basis.
Evaluation and recommendation of server management tools and trends.
Documented process for server management.
Server and database performance related statistics are published on a web page for easy access to IT managers.

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