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.
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.
- 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
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.
- 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.
