Maximizing Network Uptime with 24x7 Live System Monitoring and Alert Response.
Challenge
A CIO of a leading online reseller of wireless products and services approached us to help them implement a 24x7 monitoring and alert response strategy for their proprietary e-commerce platform. This single, unified platform functions to integrate all operational phases of selling and activation of their wireless services & devices. This system is, without a doubt, the entire backbone of the company’s operations.
Due to their incredible business growth and increased reliance on this platform, the CIO had major concerns over the overall performance and in fact, they were already experiencing unwanted performance degradation.
To protect this critical infrastructure, the CIO needed to work with a partner that could monitor their system 24 hours a day, 7 days a week, including tracking and reporting on all incoming alerts. Even more critically – he needed us to manage the remediation process when a response action was required. Monitoring this platform would be crucial to the company’s continued success, as at that time it was preparing to further expand its e-commerce operations.
Solution
When the CIO contacted Dataprise, we already had a solution to his problem. After a very brief series of consultations with his technology group, our technical services manager and consultants were able to get up to speed very quickly with the intimate details of their environment. 3 weeks after initial engagement, we were able to very quickly adapt our help desk function to suit their requirements, and put all of the necessary tools and protocols in place to begin launch.
Within a month we activated our 24x7 remote help desk support providing live monitoring and alert response, day and night.
In the event of a network alert, our team began immediately notifying the appropriate customer department to begin the remediation process. During remediation our help desk team was able to coordinate and track all parties, manage and provide efficient resolutions, and provide detailed reports after each incident. Ultimately, this helped our customer identify any opportunities to improve response efficiency and minimize any future system downtime.
What’s happening today?
As a result of our diligent and effective approach to system monitoring, this large retailer has dramatically reduced downtime on its e-commerce system and by engaging us early in the process, they were able to address operational issues before they affected mission-critical services.
This happy customer regularly reports on their complete confidence in the e-commerce platform; and the current stability of its network of websites has enabled them to continue to expand their e-commerce-based operations.
Last but certainly not least, our CIO friend never forgets to mention that engaging with Dataprise has brought the company invaluable peace of mind, and reminds us of how instrumental we are to the continued success of their business.
To learn how Dataprise can protect your systems with 24x7 Help Desk support and monitoring, please contact us today, or call 1-888-519-8111
Outsourced help desk support & IT consulting services for online retailers and high street stores based in:
- Washington DC
- Maryland
- Virginia
- New York
- Philadelphia
- New Jersey
