Technical Support | Outsourcing

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24*7 data center support for a manufacturing company

Customer

The client is a large manufacturer of mobile accessories in USA. One of the data centers is located in San Jose, California with several Linux & Windows Servers which run business critical applications requiring 24*7 monitoring and support.

Challenge

The customer requires 24*7 supports for servers, operating systems and Oracle & MySql databases. The typical resolution time for any problem was 20 Minutes. Since the operations are business critical, a strong service delivery process, MIS and escalation mechanism are required.

Requirements from U&D Square:

24*7 monitoring of Servers.
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.
Monitoring and reporting Server performance

Solution

U&D Square runs a three shift operation onsite, 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 15-19 minutes on a consistent basis. The Server performance is monitored and statistics are published on a web page on a weekly basis. The uptime achieved is in the order of 99.98% to 99.99%. The trend of server uptime, database uptime is published on the web page, week on week. 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. Our engineers also participate in global architecture team meetings to discuss and evaluate Enterprise management tools.

Benefits

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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