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 and Ingram Micro.  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 1999.  Their extensive experience shows that while tools and technology are critical, Managed Services are 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.  And, tying it all together are the clearly documented processes that make it happen.  The robust processes allow EXENET NOC to focus on solving problems instead of spending time determining the course of action.