As part of the on-going improvements to our services we have made a significant investment into our IT support infrastructure and have implemented industry leading remote monitoring software which allows us to proactively monitor our client’s network and servers.
PacketTrap, is a state-of-the-art remote monitoring system that provides our Technicians with advanced notice regarding any potential problems that may occur with our client network environment. It will supersede our current remote monitoring solution and will provide a more efficient method of proactively monitoring our client’s network and servers resulting in reduced downtime and loss of productivity for their business.
As a company we have invested heavily in this software because it enables our Help Desk to be more efficient in identifying any potential network issues before they arise. This avoids a break-fix scenario and allows us to be proactive in eliminating any problems before they impact on your businesses productivity.
Our client’s network environment is centrally managed by our Network Operations Centre which provides 24/7/365 monitoring. Our remote monitoring software will automatically alert our Technicians when network performance degrades thus identifying any potential problems. This will allow a quick diagnosis of the cause and will minimise both the duration and volume of IT failures for your business.
The instant an issue has been identified; it will be diagnosed and then resolved using our remote-access technology as if we were physically on-site. If any issues cannot be resolved remotely then our Help Desk Supervisor will escalate this to an appropriate Technician who will visit your offices to rectify the problem onsite.
When addressing network issues reactively, customers typically experience prolonged periods of costly downtime. Our approach focuses on issue avoidance through preventative measures by proactive monitoring. This ensures that our clients are provided with a stable and reliable network environment running at its optimum level and therefore makes sure that their IT services are always available when they need them.