Monitoring and Response. Remote monitoring of system performance and remote intervention.
In the critical emergency call center, there can be no disruption in network availability – plain and simple. Yet, maintaining this degree of system integrity and operational readiness is extremely difficult. It requires proactive monitoring of key systems to avert a failure, when possible; along with a comprehensive response plan should one become inevitable. With Monitoring and Response, both measures are consistently in place through the company’s Service Management Center (SMC).
- Key Services
- Remote observation and monitoring of network connectivity
- Continuous monitoring of system performance based on equipment notifications, event logs, system logs, etc.
- Immediate dispatch of onsite technical support (in conjunction with partner)
- Close analysis of alerts for predictive indications of a pending failure
- Automatic notification of system failure(s) and the need to reroute calls
- Capture Windows Event logs for processes and services in real-time
- Inspect Event log entries for analysis, auditing, alerting and compliance requirements
- Track performance counters for trend analysis and capacity planning
- Create reports of event and performance data
- Send and receive alert notifications when issues occur, services fail or performance exceeds thresholds
- Automatically stop, start or restart failed services remotely
- Process and forward SNMP traps from network appliances
- Monitor non-Windows systems using syslog monitoring
- Key Benefits
- Event filtering. Filter and response criteria have been refined over many years to ensure accurate problem identification and prompt resolution.
- Application-specific alerts. Cassidian Communications is uniquely qualified to ascertain the optimum response to application specific alerts. This is not a one-time activity, but rather an ongoing interaction that exists between the software development teams and the Managed Services support team.
- Focused on 9-1-1. Cassidian Communications understands the critical nature of the 9-1-1 call center environment and the need to resolve issues expeditiously, sometimes completing preventative repairs before a failure occurs.
- Reviewing the Monitoring and Response system
- Main software components used to implement Monitoring and Response
- A server Agent application, which monitors events on servers
- A workstation Agent application, which monitors events on workstations
- A Console application, which collects, filters and uploads events
