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eMonitoring

Presentation
Via an eMonitoring system and a particularly sophisticated distance maintenance service NETiKA guarantees continuous supervision in real time of your network, thereby anticipating problems and system crashes, with rapid intervention (within 4 hours) in the case of problems with your IT infrastructure (servers, switch, firewall, etc.).

The advantages of eMonitoring

	Monitoring in real time A particularly sophisticated tool supervises on a permanent basis the state and performance levels of your network infrastructure: servers, routers, switches, firewall, etc. The main components (servers, UPS, switches, etc.), key services(mail, database, etc.), sensitive elements (disks, backups, antivirus systems etc.) are monitored on an ongoing basis.
	A weekly human inspection A network is a complex system which needs to be maintained and monitored. Changes in available disk capacity, memory used, the quality of backups, updates of antivirus systems, etc. are thus controlled weekly by an engineer who summarises in non-technological language all the detailed information.
	Proactive management With the eMonitoring system, the NETiKA helpdesk receives automatically proactive alarms (Windows, SNMP, etc.). Knowing the problem , it can implement immediately the most suitable solution (intervention or recommendation for corrective action).
	A maximum reaction time of 4 hours With the eMonitoring system, the maximum reaction time is 4 working hours (9h to 17h).
	Reactive distance repair service As far as possible, NETiKA resolves problems without any physical intervention by an engineer; however, if necessary, an engineer is then sent to the client’s premises. Thanks to the eMonitoring system, all problems are dealt with as a whole so that the different actions can be co-ordinated (manufacturer, publisher, Internet Access Provider, electricity company etc.). Whenever possible, this distance repair service is often more efficient and rapid and, of course, far less expensive.

Financial description

The eMonitoring service is invoiced at a preferential rate and allows clients to budget their maintenance costs on an annual basis. The fixed maintenance costs of the IT system are estimated and budgetised. They are proportional to the infrastructure. Variable costs - due to proactive or reactive interventions in the event of an incident – are managed via our IT Coaching or Packages of Hours formulas.
In concrete terms, the eMonitoring system is composed of two elements:
- A flat-rate installation cost, which is invoiced when the contract is signed
- A flat-rate monthly fee, which covers the electronic surveillance, the weekly distance maintenance and access to the priority support service. This flat-rate fee is calculated by server.

An example

Normally	With an eMonitoring contract and a CarePack Com
Monday 9h20: "Since this morning, certain users have been unable to connect to the network, others have no problem". Monday 9H30: Via the telephone support service, the problem is analysed. Several solutions are considered: a TCP-IP configuration problem, a cable problem or a defective hub, a problem with the server, etc. Managing the operation by telephone, the client contact stops and restarts the servers, checks the power supply to the switches, etc. Without success.	Monday 9H10.The NETiKA helpdesk screen shows a red alert "ABC_Master down" Monday 9H30. The helpdesk checks the monitoring tool. The server is no longer accessible but the monitoring database indicates that the network card of the ABC Master server has deteriorated during the weekend, accumulating an increasing number of network errors. Monday 9H45. A check shows that the HP Compaq is covered by an extended guarantee, HP is contacted and the intervention of an HP engineer is scheduled for 11H30
Monday 10H45. No solution can be provided by telephone, it is indispensable for an engineer to be sent to the client. The helpdesk check the availability of the System Engineers. An engineer can be sent the next day.	Monday 9h50.Under the eMonitoring contract, NETiKA is committed to reacting within a maximum of 4 hours. All the NETiKa System Engineers are busy but the helpdesk contacts the System Engineer on standby and asks him to go to the client towards 12H.
Tuesday 9H00.On site, the System Engineer detects after half an hour that one of the 2 network cards of the ABC Master server is defective. It is an old model but probably covered by the server guarantee. Compaq is contacted and promises to replace the card under the guarantee. Its intervention is scheduled for the next day.	Monday 11H30 Compaq replaces the card on the client’s premises with an equivalent model. Immediately afterwards the NETiKA System Engineer reconfigures the TCP-IP parameters and restarts the server.
Wednesday 11H30.Compaq replaces the card on the client’s premises with an equivalent model. As far as equipment is concerned, the problem is resolved. The card works, but the operating system needs to be reconfigured. The necessary intervention is scheduled for the following morning.	Monday 12H05. The network is once gain 100% operational
Thursday 09H00. The System Engineer installs the last driver available for this network card, reconfigures the TCP-IP parameters and restarts the server.
Thursday 10H00. The network is once gain 100% operational
Analysis • 3 server stoppages • Partial unavailability of the network: 3 days • Services carried out: o 1 H of telephone support o 3 H of on-site services and 3 call-outs	Analysis • 1 server stoppage • Partial unavailability of the network: less than half a day • services provided by NETiKA: o 1/2 H of telephone support or distance maintenance o 1/2 H of on-site services and 1 call-out

Conclusions

Thanks to the combination of the manufacturer’s extended guarantee – in this case HP Compaq CarePack – and the NETiKA eMonitoring contract it was possible:
• on the one hand, to reduce considerably the time the systems was unavailable: 1/2 day instead of more than 3 days
• and on the other hand, to limit by 50% the direct cost of the NETiKA services.