Server Care

At SLS Networks, we believe that monitoring your network on a proactive basis will benefit your ability to rely on your network and extend the life of your equipment. We offer 2 levels of support for your Windows based servers.

Server Watch 

This is a 24x7 monitoring, analysis and escalation service based on alerts and early warning data received from SLS Networks’s SAAZ software. Typically any server monitoring tool generates between 9-20 alerts per day per server. Under Server Watch SLS Networks engineers watch the alerts, analyze them and intelligently escalate issues (with steps to resolution) to your internal IT engineers either by phone (if it is an emergency) or by trouble ticket using the ticketing features within SAAZ. With Server Watch, SLS Networks engineers do not need access behind your firewall or to the servers being monitored. The alert analysis is performed using remote diagnostic software permitting the engineers at the NOC to get sufficient diagnostic information to process alerts being received.

Server Watch covers the following::

  • 24x7 monitoring, analysis and escalation
  • Antivirus Monitoring
  • Backup Monitoring
  • Patch Management
  • Early Warning and Preventive Alerts for:
    • Hardware (memory, disk, RAID and UPS)
    • Microsoft Windows 2000 and upwards
    • Active Directory
    • Linux
    • Microsoft Exchange 2000 and upwards
    • Microsoft SQL Server 2000 and upwards
    • Citrix Metaframe
    • Antivirus

Remote Server Care

This is a complete, 24x7 server monitoring, remediation, maintenance and management solution. On a best effort basis, SLS Networks engineers monitor and troubleshoot server problems based on alerts and early warning information received from the SAAZ software as well as troubleshooting requests received from the internal IT staff if one exists.

Remote Server Care covers the following:

  • 24x7 monitoring and troubleshooting (on a best effort basis)
  • Antivirus Management
  • Backup Management
  • Patch Management
  • Service Pack Installation
  • Early Warning and Preventive Maintenance for:
    • Hardware (memory, disk, RAID and UPS)
    • Microsoft Windows Server
    • Active Directory
    • Linux
    • Microsoft Exchange
    • Microsoft SQL Server
    • Microsoft Small Business Server
    • Citrix Metaframe
    • Antivirus

Monitoring of Network Devices

SLS Networks provides monitoring via SNMP and troubleshooting of network and hardware devices such as switches, routers, UPS’s.

SLS Networks has partnered with a reputable company that has built a variety of technology and processes to provide a high level of proactive maintenance from its NOC. The first being the early warning system and pattern detection engine which is a database of 16,000 different error conditions with corresponding resolutions. When the software detects events from logs, performance counters, and registry values based on the database of such error conditions it automatically creates a ticket for the NOC engineer who will then take action based on the corresponding resolution and escalation matrix. Secondly, the NOC operations system automatically routes problems by engineers and has a SLA tracker which is used by the service managers to deliver timely service and to prevent issues from falling through the cracks.

Engineers performing any troubleshooting or analysis follow a "run book" that defines actions to be taken against different problems and anything falling outside of this run book is immediately escalated to the server expert group for action. These systems have evolved over years of providing service and are being constantly updated to improve the quality of service. All interaction is via a ticketing system except for emergency situations such as server down or disk failure issues where phone calls are made. This discipline minimizes the chance of an alert being missed or a problem not being addressed in time..

Call SLS Networks today and see how we can assist your existing IT staff or provide a complete solution to keep your Windows server working at their peak potential.

 

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