Managed Services
Remote Monitoring

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Elangeni's Server Care solution is comprised of several components that work together to ensure we can deliver our services to our customers within a given SLA. These components include: the SAAZ technology platform, autonomic Server monitoring policies, provisioning processes for alerts, 24x7 NOC monitoring, the Critical and Non-Critical alert categorization processes at the NOC, the process for conducting problem analysis and the ticketing system.

• Our Network Operations Center (NOC) provides 24x7 visibility with Remote Monitoring and Management capability for Windows or Linux Servers – including Applications. This allows us to proactively manage Servers for businesses that come under preview of regulatory compliances the likes of HIPAA, SOX, etc.
  
• Reduction of your operational costs can be achieved because you can grow your services without increasing your overhead.
  
• Improvement of the productivity of your existing staff because our staff intelligently escalates the information it receives from the alerts.
  
• You will have a competitive advantage because you will be able to commit to a higher level of accountability than your competition. Your services can be delivered under stringent SLAs which are uncommon for Small and Medium Size Businesses.

Elangeni Server Care
24x7 monitoring by Elangeni NOC

• Alerts and Intelligent Escalation – servers, email, business applications, databases, network devices – we monitor the systems that you need to run your business
  
• Categorization of alerts (Critical and Non-Critical) by Elangeni NOC
  
• Problem analysis by Elangeni’s NOC expert team
  
• Steps to resolution and ticket by Elangeni NOC staff
  
• Remediation of issues by Elangeni staff. If problem cannot be resolved remotely – Customers are either alerted to take action and/or an Elangeni engineer is deployed on-site
  
• Detailed reports are provided monthly so our customers have increased visibility into their infrastructure

Solution:
Let’s look at each of these features and how they benefit you:

• SAAZ Technology Platform:
  The SAAZ platform provides a completely secured environment for monitoring and managing Servers – Windows OS, Linux and applications.
  
• The autonomic Server monitoring policies:
  When the SAAZ Server Agent is installed, it runs automated processes and a self-check routine to determine what ports, services and processes are currently running on the machine. This information is analyzed carefully and based on our knowledge base, policies are applied to monitor the device.
  
• The provisioning processes for alerting:
  Advanced SAAZ provisioning process allows us to define the alert escalation mechanism on a per-client basis. This gives us the flexibility to automatically send alerts to different staff members when an event occurs.
  
• 24x7 monitoring processes:
  Elangeni's NOC is staffed 24x7 to provide monitoring services. The NOC has more than 130 staff members, who work in 3 shifts to provide monitoring services within our given SLA.
  
• Categorizing Critical and Non-Critical Alerts:
  Over the years, the Elangeni NOC has developed processes wherein the alerts coming from devices are segregated into Critical and Non-Critical categories. Every device sends about 10-15 alerts per day and categorizing these alerts is a time consuming process that requires skilled staff.
  
• Ticketing system:
  Elangeni’s NOC team immediately opens a problem ticket detailing the alert, the problem analysis and possible steps of resolution.
  
• Security/Preventive Maintenance Services:
  Elangeni NOC services include White and Blacklisting of critical Microsoft (OS & applications) security patches and many more preventive maintenance services.
  
• Bundled Anti-virus package and management:
  Our NOC conducts checks to ensure Anti-virus signatures are updated at regular intervals. Elangeni’s Remote Server Care program comes bundled with AVG Anti-virus network edition and e-mail server edition, if desired.
  
• Asset Tracking:
  There is a comprehensive tracking of all software and hardware on each server. Changes are also tracked and aid in problem resolution.

Primary Benefits:
Reduced investment in infrastructure:

• Eliminates the need for building and maintaining infrastructure for providing 24x7 monitoring services under an SLA of 15 minutes response time.
  
• Eliminates the need for additional staff to monitor alerts around the clock, help desk dispatcher and Server experts.
  
• Eliminates the need to invest in Ticketing System.
  
• Eliminates the need to purchase expensive tools that provide for extensive monitoring, detailed reporting, trending and remote control over the WAN.
  
• Elangeni provides remote and on-site proactive problem resolution.