Overview

EXENET's enterprise class network and systems monitoring and support services leverage integrated best of breed technologies coupled with certified professionals, and proven processes. EXENET Managed Services proactively address potential network and systems issues before they become user impacting. The return on investment (ROI) is realized through improved network and systems uptime, reduced fire-fighting by IT staff that can now be directed to higher impact projects, improved performance from existing IT assets, and assured compliance with regulations. Companies with limited IT staff and budgets achieve the greatest benefits from EXENET Managed Services.

Reduce Downtime

Decrease frequency and duration of network outages

• Issue identification: Identify problems immediately before end users experience the problems and call the IT staff
• 24x7 Issue Remediation:  Resolve problems as they appear instead of waiting until next day to begin recovery
• Access to experts: Benefit from troubleshooting and recovery skills of EXENET's vendor certified support engineers

Optimize IT Investment

Get the most of your IT resources

• Identify both over and under utilization of available bandwidth
• Monitor key metrics on servers, applications, and networks; identify performance bottlenecks

Assist Capacity Planning

Proactively address issues before they become problems

• Expert network design and operations planning
• Capacity planning and base-lining to interpret systems and network trends
• Continuous monitoring and reporting on systems and network performance

Increase Staff Productivity

Focus your resources on core projects

• Reduced time by IT staff in fixing problems, supporting non-critical items, and on reporting tasks
• Proactive monitoring, configuration management, reporting, and trend analysis services increase the overall efficiency of an IT team

Components of EXENET Monitoring Services

EXENET’s Managed Services are designed to enable clients to select specific services based on particular monitoring, reporting and support requirements.  Clients can deploy fault monitoring, performance reporting, and support services on a per device basis, thus tailoring the service to meet individual needs.

Fault Notification and Performance Monitoring

A highly valued attribute of EXENET Managed Services is the ability to monitor a client's network, systems, and application availability on a 24x7x365 basis.  EXENET identifies problems as they arise through root-cause analysis and provides clients with timely validated notification of issues.  In addition to monitoring of network outage and faults, EXENET also identifies performance degradations.  Clients are notified about performance degradations, per their specific Client Escalation Protocol (CEP).

Real-time Reporting

EXENET generates consolidated, Web-based, reports for network and systems components in real-time and historical basis.  Baselines are created for devices and provide comparison between real-time performance and baseline parameters.  Using historical reports, clients can monitor trends in their network and systems environments, and ensure compliance with their Service Level Agreements (SLA) by anticipating future needs.

Support Services

EXENET remote and on-site support services augment clients' IT staff and ensure that any network and systems problems are resolved according to best practices, and as quickly as possible.  When EXENET identifies and isolates an issue, EXENET will immediately attempt to resolve the issue remotely. Should the problem require on-site presence for complete resolution, an engineer will be dispatched for rapid remediation.   Furthermore, EXENET provides on-site support worldwide directly or via partnerships with Cisco Systems.  For all support and monitoring services, EXENET is the single point of contact for the clients.

Synthetic Transactions

EXENET employs multiple Synthetic Transaction probes for measurement of “user experience”.  One such probe is EXENET’s Automated Synthetic Mail Transaction (ASMT) tool, which provides platform independent testing of e-mail roundtrip times.  EXENET can verify the availability and performance of all elements involved in sending and receiving of e-mail.  Lost or delayed mail triggers alarms in the EXENET NOC, prompting immediate root cause isolation.  By looking from the outside in, EXENET can baseline e-mail delivery times, identify trends and impairments proactively.

IP Telephony Day-2 Support

IP Telephony Monitoring and Support (IP-TMS) service delivers an integrated solution that meets the complex management needs of converged enterprise networks and IP Telephony applications.  EXENET helps ensure SLAs for critical servers and call quality, and reduce unplanned outages by proactively managing health and performance of IP Telephony networks.  Companies that include management as part of their IP Telephony deployment experience a smoother transition, higher user satisfaction, and lower total cost of ownership.   EXENET NOC can perform the IP Telephony adds/moves/changes requested by clients.

Monitoring and support services can be applied to a full range of IT assets:

• Routers
• Switches
• Firewalls
• Dependant environmental devices (UPS, Temperature Probes, Flood Indicators)
• Servers
• Hardware
• Operating systems
• CPU / memory / disk utilization, processes and services, log file analysis
• Applications
• Messaging applications - Notes, Exchange
• Databases - SQL, Oracle, etc
• Web Servers
• Citrix Remote Access
• Storage Area Networks (SAN)

The EXENET Difference

EXENET has been a Managed Services Provider (MSP) since its inception. While tools and technology are critical, Managed Services is only as good as the people and the processes that support it. EXENET believes delivery of high touch services can only be provided by exceptional people with applicable experience and industry certifications as well as excellent troubleshooting & customer service skills. Tying it all together are the clearly documented processes that make it happen. The robust processes allow EXENET NOC to focus on solving problems efficiently.