Technical Support Centre (TSC)
Ultima offers a fully proactive 24x7 remote Managed Service solution. Our service is focused on providing solutions to issues BEFORE they become a problem – i.e. a truly proactive service ensuring the highest levels of systems availability. Using enterprise management agents, Ultima can manage and monitor performance in each of the key areas to agreed service levels.
The Base Monitoring Service provides customers with an around the clock monitoring. Ultima’s Net IQ Consultants will set-up and deploy monitoring agents to the servers in question. Initially, thresholds are set/configured to industry standard values. What follows is a process of performance base lining and threshold tuning conducted in order to set alerts to values as appropriate to the customer’s environment. This process allows Ultima to streamline alerts by filtering out false positives in accordance to the environmental usage patterns and allows our Technical Support Centre operatives to act proactively and report accurately on all alerts
Ultima's Remote Management Service is a truly 24 x 7 Proactive Management and Monitoring Solution. The key benefit around this service is the pro-active trend and capacity analysis and management ensuring alerts are picked up upon and tracked to resolution. The service can also include application specific alerts and reports in accordance with customer requirements. Resolution of issues, are carried out by highly qualified consultants and engineers. Patching services and ad hoc configuration changes are also included in line with strict change control procedures. Ultima would act as the single escalation point for our customer infrastructure Management. Managing remote requests start stops/reboot services, and more.
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