- How will you connect to my network and/or server?
The most common and recommended approach is through an existing VPN. We have most, if not all, of the common VPN clients already configured, including Cisco, Microsoft, Fortinet, SonicWall, etc...
We can also utilize other methods such as SSH tunneling, direct connect via a proxy, etc...
If you don't have a way to connect externally, we have software available that will provide a remote connection over an encrypted link available.
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- Can you monitor additional items that are not listed in your package?
Sure, just let us know what you need. We likely have a custom monitor already developed. If not, we will create one for you.
We often develop and deploy monitors for important customer processes. Keeping your important processes running is our top priority.
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- What are the hourly rates for custom services?
Rates depend on the time you need support.
- During normal business hours: $100 per hour
- After hours or on weekends: $150 per hour
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- What times of day is support available?
Normal support hours are 8am - 5pm local time, Monday through Friday.
However, our team will respond to issues quickly, even after hours or on weekends, in an emergency.
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- What if my assigned DBA is not available for some reason?
Not to worry. Each customer is assigned a Primary and a Secondary DBA. Both administrators will be monitoring your system for problems.
You are also provided with cell phone numbers for both Administrators making opening an issue as simple as a phone call.
In the unlikely event that you cannot reach the primary DBA, you can always contact the Secondary DBA. Both Administrators are
familiar with your system and should be able to assist you in resolving any problems that arise.
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- What happens if there is an issue outside of support hours?
You can contact your assigned DBA on his or her Cell phone. We have found that having a direct connection to the Administrator responsible for your
system helps to get issues resolved as quickly as possible. Don't hassle with filing tickets in a helpdesk system and then hope that someone calls you back.
With our model, you talk directly to your Administrator and get the issue resolved quickly.
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- What do we need to do to get started?
Nothing more than connectivity to the server you want supported and a signed work order. We are prepared to hit the ground running
and can give the system an immediate healthcheck and start monitoring the same day you call.
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- Do you staff offshore?
Our staff are all United States Citizens. We welcome diversity in our staff, but clear communication with our customers is our number one priority. For that reason we have no offshore staff on our team.
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