Support Services - IntelliWatch
Our IntelliWATCH Network Management service is delivered by trained network management professionals utilizing state-of-the-art fault management tools to monitor our clients' network devices 24 hours-a-day, 7 days-a-week.
Virtus perform real-time fault management, with procedural diagnosis, initiation of remedial action, and reporting on SNMP-enabled network devices and attached communications links. These services can be underpinned with reports providing information on criteria such as Ticket Activity or Network Availability times against defined Service Level Agreements. Reports can be tailored to the specific needs of the customer.
All performance metrics are measured against customer defined thresholds and any metric falling outside the pre-agreed thresholds immediately alerts the 24 x 7 Operations Centre team in order to initiate first fault analysis and remedial activity.
The IntelliWATCH systems can be tailored to offer basic through to advanced monitoring services. A basic monitoring service would be classified as a ‘Red light / Green light’ monitor, reporting real time availability of a piece of networking equipment. This can be extended to offer real time availability and performance of particular services on network connected devices, such as HTTP, FTP, DNS, DHCP etc. availability.
In an advanced monitoring service, a customers entire network can be monitored via snmp to establish not only availability of the device and its interfaces but also utilization of those interfaces, CPU and memory usage, storage capacity etc. Flexible delivery of the IntelliWATCH services ensures that a service can be delivered in line with the customer requirement while remaining financially viable.
Typical service monitoring activity
Availability
Response times
Packet Loss
Interface Utilization
CPU / Memory Usage
Storage Capacity / Usage
Hardware & Software asset management
Virtual Interface availability / Utilization
Application monitoring
Summary of Services
- Detection of issues/faults utilizing the network management toolsets
- Implementation of the agreed fault management processes i. Fault identification and isolation process. ii. Initiation of remedial procedures process.
- Management of customer suppliers i. Carriers ii. Equipment suppliers / 3rd party support suppliers
- Complete audit history of issue / fault. i. Web Interface Service Management system
- Agreed resolution of issue / fault with customer
- Reporting capabilities including statistical information providing the customer with a monthly report summarizing all performance issues and trends.