Includes component monitoring to detect signs of failure, implementation of client-defined recovery steps, patch management for system components using appropriate change control procedures, backup monitoring and troubleshooting, client support with same day response times during business hours, immediate notifications, where required, and weekly activity reports

When you need changes made to your application, we can do the planning, testing, and change control as well as execution and troubleshooting during scheduled installations and deploys and notify you afterward of the outcomes. Services may be used for native or custom components. Services may be purchased ad hoc or on retainer.

For those systems where there is uncertainty about the security controls that have been implemented, we

offer review services that include investigation, documentation and review of the security architecture; planning, review, and analysis of vulnerability scans; analysis of relevant code; review of security policies, procedures, and practices; identification and analysis of risks to confidentiality; and recommendations for risk mitigation and security control enhancement.

For critical systems, same business day response times during business hours may not be enough.

Our services for such systems include after-hours client support and 24/7 two-hour maximum response times depending upon the selected SLA. Available in combination with Basic Monthly Cloud-Based Monitoring and Maintenance Services.

Clients that need user support on systems we monitor and maintain may take advantage of our user help desk services. We can tailor a solution to use the client’s pre-defined knowledge base or combine our existing knowledge base with custom content we create to meet any special client needs. 

Basic monitoring helps ensure the components are running, but they do not guarantee they are running right. Application monitoring includes creation of a set of ‘smoke tests’ that check the correctness of the application, automation of the tests to detect problems on an ongoing basis, and response efforts with timely client notification. 

Our ‘no surprises’ approach to monitoring and maintenance ensures our clients know what we will and will not do with system components. For those clients who do not already have recovery actions planned for the components, we offer a service to help with their creation. These services include investigation, documentation and review of the system architecture, identification and documentation of dependencies, assistance with determining recovery time objectives and recovery point objectives, recommendations for improving reliability, identification and analysis of risks to availability and recovery efforts, recommendations for recovery procedures, authoring and validation of disaster recovery plans.

Effective monitoring and maintenance requires a knowledge of the overall architecture and the component interfaces throughout the system. Clients who maintain accurate documentation of their systems and the included components and dependencies may often be able to get started with ongoing monitoring and maintenance with little or no set up cost. However, those who are missing such critical documentation may make use of our system discovery services. Leveraging what documentation you may have, we will investigate the system components and produce for you an accurate representation of the component architecture and

produce or update your existing administrator documentation so that your system is ready for ongoing monitoring and maintenance.