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About Blue Support

Blue Support includes proactive supervision of the customers’ infrastructure using monitoring tools and three levels of support: A service desk help to end users, technical support for applications, and complex infrastructure optimization solutions designed by an architect.

The aim of Blue Support is to assure high availability and fast application response, and to guarantee customers an uninterrupted, outage-free flow of business and user productivity.

Our philosophy for providing Blue Support rests on 5 basic principles:

  1. Personal approach to each customer
  2. Monitoring and 3 levels of support (Service Desk, Technical support- applications/infrastructure)
  3. Broad spectrum of supported technologies coupled with extensive knowledge of them
  4. Warranty for the quality of provided services
  5. Transparent and optimized processes

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The service provides the following for each client:

  • Minimization of outages which impact the flow of business and users productivity
  • Reduction of time needed for outage solution (and its correction) to a minimum
  • Minimization of damage caused by IT outages, proactive prevention of outages
  • Optimization and IT costs reduction

Up to date

Customers are informed in real time about the progress of the service via  web interface. They receive a regular monthly report summarizing the level of infrastructure, number of incidents being resolved, and recommendations for the future, taking into account the resolution findings.

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Components of Blue Support

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Based on the customer’s specific requirements, we can also provide individual components of the service in cooperation with third parties (e.g. monitoring and service desk activity with a subsequent handover of requests to the customers’ technical support).

Blue Support is primarily provided as a whole and is made up of the following components. More information about the individual components of the services:

  1. Monitoring
  2. Service desk
  3. Technical support

Workflow

Workflow

MEDIA LOOT8

ITIL

We follow the ITIL frame key processes and have implemented them according to this standard, along with best practices from our own experience. Our adjusted and continuously-improved processes support us in:

    • Effective management of incidents and problems
    • Minimization of outage duration, and it´s quick solutions
    • Maximum flexibility when fulfilling customer requests
    • Change control of the infrastructure/applications
    • Managing infrastructure capacities and planning
    • Anticipation and prevention of possible problems

  • Inventory and management of IT property
  • Securing the continuity of the operation
  • Quantifiable service quality
  • Increasing process transparency

Monitoring

  • proactive supervision of the whole IT infrastructure
  • proactive supervision of the virtual environment
  • faulty states recognition
  • outages notification
  • sophisticated notification system with adjustable rules
  • integrated reporting (systems availability of the systems, overview of past system states, top state changes, notification history)
  • interconnection with surrounding systems (e.g. documentation, ticketing tool, advertising system)

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Environment Overview

Monitor

Environment Overview represents the state of services in the enterprise and their potential to solve problems is expressed lights. The panel may be adapted to customer requirements.

SQL Dashboard

SQL

All services could be tailored according to the customer. For example, SQL Dashboard presents a detailed overall condition rating and SQL services.

For monitoring, we consider infrastructure elements to be objects. Using this designation, we consider these elements to be:

  • a database
  • a server
  • an optical switch
  • a disk array
  • a network element

In our standard monitoring implementation, we monitor the following parameters:

object monitored parameter description of the monitored parameter
database availability displays information about the availability database
running task detects the run of defined tasks in the database
locks displays information about the presence and frequency of locks, including their blocking processes and tasks
space displays free, used and total space in a database
server connectivity displays information about the availability (up/down) and response time (in ms)
processor displays current processor load and a list of running processes
disk space displays free, used, and total space on a disk and the name of the volume
memory displays the current usage of operational memory (physical, virtual, paging)
messages displays error messages from the log, their type and frequency
services/processes detects the run of defined services/processes
packets displays the volume of transferred packets and response time
uptime displays the time since the last system unavailability
optical switch (FC switch) connectivity displays information about the availability (up/down) and response time (in ms)
disk array connectivity displays information about the availability (up/down) and response time (in ms)
network element connectivity displays information about the availability (up/down) and response time (in ms)
packet loss rate displays the number of sent, received, and lost packets
primary and backup monitoring of the primary line and its backups
bandwidth provides an overview of the line load (download/upload) in a graph
traffic shaping monitoring of shaped traffic (traffic shaping)

Adjustment of parameters monitored in applications is beyond the scope of standard monitoring, regarding individual needs of the customer and requirements for granularity and sensitivity of the supervision.

application monitored parameter description of the monitored parameter
 Dynamics AX batch tasks monitoring of the batch task and its run subroutines (state, delay…)
users number of currently logged-in users
Exchange e-mail successful sending and receiving of an email confirmation
services/processes detects the run of defined services/processes
Sharepoint connectivity displays information about the availability (up/down) and response time (in ms)
services/processes detects the run of defined services/processes
Business Inteligence ETL process monitoring of the complete extraction, transformation and data import processes
Your applications RDP license number of licenses in active use
RDP session number of currently active sessions
transfers and interfaces monitoring of transfers between systems/applications
Jboss monitoring of transfers, transactions and their volume
Other parameters according to customers’ requirements

 

Monitoring implementation project

Complex infrastructure monitoring solutions are different for each customer and depend on their infrastructure, individual requirements, and demands. Implementation projects typically proceed according to the following plan:

Implementation monitoring

Technical support

Applications

The scope of service provided service for technical support of applications:

Immediate resolution of application incidents

Implementation of changes leading to the immediate resolution of  identified incidents

Infrastructure

The scope of service provided service for technical support of  infrastructure:

    Immediate resolution of infrastructure incidents

Resolution of problems

Resolution of service requests
Implementation of changes leading to the immediate resolution of identified incident
Initiation of change proposals (e.g. extension of the infrastructure or related parts, upgrade of firmware/OS/software/patch…)

Services provided beyond the scope for technical support of infrastructure:

Implementation resulting from a submitted change proposal
Performance optimization, tuning, and performance tests

Our team has a wealth of experience administering critical information systems and applications, utilizing cutting edge infrastructure for uninterrupted and problem-free runs and administering a highly heterogeneous environment. The team has extensive knowledge of the wide-range of IT technologies, systems, and applications which are implemented in small and medium-sized enterprises.

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Warranty of services

Based on the agreed upon level of provided service, we guarantee the following response and resolution times:

Priority

Characteristics

Response time

Time to resolve

1

Outage of critical systems or applications
Interruption of critical business activities and processes
Issues affect a very high number of users
Level of impact: Impossible to work and perform business activities

30 min

4 hours

2

Outage of important central systems and applications
Interruption of important business activities and processes
Issues affect a great number of end users in multiple departments
Level of impact: End users are unable to continue working

1 hour

12 hours

3

Outage of ordinary systems or applications
Interruption of ordinary business activities and processes
Issues affect most of end users in one department
Level of impact: End users are able to continue working with limitations

8 hours

1 day

4

Outage of non-critical systems or applications
Interruption of non-critical business activities and processes
Issues affect a minority of end users in one department
Alternative solutions available

1 day

3 days

5

Outage of non-critical parts of systems or applications
Interruption of non-critical business activities and processes
Issues affect one end user in one department
Alternative, fully functional solutions available

2 days

5 days

 

We prioritize issues based on impact to the flow of business and on the productivity of the customers’ users:

Priority

Consequence for the Customer

1

Services and processes which the customer is fully dependent on when performing business activities
Low availability, high failure-rate and/or a high number of outages causing significant loss or damage

2

Services which are important to the customer but not critical to the business
Low availability, high failure-rate and/or a high number of outages causing loss or damage. Longer-lasting or repeated outages which cause great loss and damage

3

Services which are non-critical to the customer when performing everyday business activities
Low availability, high failure-rate and/or a high number of outages may cause loss or damage.

4

Services which are unnecessary for the customer when performing everyday business activities
Low availability, high failure-rate and/or a high number of outages may be inconvenient when working

5

Services which are unnecessary for the customer when performing business activities
Low availability, high failure-rate and/or a high number of outages which are inconvenient when working

We determine the priority of the incident or the request based on

  • Urgency (How promptly is it needed?) and
  • Impact (How much does it influence the flow of business and user productivity?)

Applications

Reporting MS Reporting services MS Reporting services
Cognos Reporting
ERP & CRM MS Dynamics AX MS Dynamics AX
MS Dynamics NAV
MS Dynamics CRM
WMS GOLD
Mail Microsoft Exchange Microsoft Ecxhange
Zimbra
Safety and back up Firewall (Linux IP tables) Firewall (Linux IP tables)
Veeam
ISA server
Symantec
IBM TSM
Veeam
Communication and collaboration SharePoint SharePoint
Anywhere-Office

Anywhere365
MS Project Server
MS BizTalk Server
Lync, Skype for Business
Office 365
Windows Azure
Anywhere 365
Wiki
Virtualization Vmware vcenter MS BizTalk Server
Esx, Esxi
Hyper-V
Middleware JBoss JBoss

Database

Database Microsoft SQL Server  Sybase DB
ORACLE DB
Sybase DB
Teradata DB

Operating systems

Operating systems Windows Unix
Linux
Unix
Solaris

Servers

Servers IBM DELL
ORACLE
DELL
HP
SUN

Fiber optics

Optical switches Brocade  Brocade

Disk arrays

Disk arrays IBM  ORACLE
ORACLE

Network elements

Network elements CISCO (switches, L3 switches, routers, firewall)  Ubiquity wifi
Motorola
HP
3Com
Ubiquity wifi
Mikrotik routerboard
Motorola

For more detail information about us See our references

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