Kiandra has developed a modular Support Agreement format which provides
for regular maintenance, proactive monitoring and responsive support
services. Support Agreements are tailored to the unique requirements
and environment of each client, and can include any or all of the
following:
- Committed response times
- Dedicated service desk with after-hours service available
- 24x7 service monitoring and alerts
- Proactive service management and optimisation, including servers, backup systems, communications infrastructure, etc
- Daily vital statistics review
- Technical support and implementation services
- Software development, support and implementation services
- Maintenance services
- Source code management services
- SQL Database management, support, maintenance, optimisation and disaster recovery
- Client environment simulation
How Kiandra delivers support agreements
Kiandra’s Service Monitoring program provides cost-effective continuous
monitoring of client equipment and infrastructure. This service is
vital for organisations which have a high reliance on critical
infrastructure such as SQL server uptime, internet connectivity, email
services and core system availability.
The service works by deploying sensors from our management console
associated with key equipment and services. Once an issue is detected
with a particular sensor, an alert is sent to the on call Kiandra
engineer who then logs the call. The incident is then managed according
to the Service Level Agreement conditions.
Kiandra has the ability to monitor most vital statistics such as disk
usage, RAM and CPU utilisation, service start and stop, connectivity
and latency and many others.
A separate system from the 24x7 monitoring systems gathers vital statistics of the infrastructure’s health. Kiandra Service Desk staff review the statistics daily and responds to anomalies as required. This proactive service improves the reliability and performance of the network and supporting systems by detecting issues like low disk space, abnormal server load, poor database performance or unexpected intensive activities, before they become big issues, and also allows for controlled growth and management as trending and capacity planning operations can be performed.
Statistics reviewed daily typically include: Server disk usage, Server RAM usage, Server CPU usage, User Login Count, Internet performance, Router Uptime, Firewall Connections, Firewall alerts, VPN Count, WAN performance, Backup System statistics, etc.
Your particular requirements dictate which statistics are reviewed.
Support agreement experience and certifications
Kiandra has been awarded the Microsoft Worldwide Partner of the Year
2009 for our software and web development skill, design and quality. Due to the skills of our people and our structured support and
maintenance infrastructure, Kiandra can support, manage and maintain
your technology environment as required.
Kiandra provides scheduled maintenance services to check, manage and
update the required systems, and approve updates when necessary and
when time permits. This includes responding to critical issues
and out-of-hours consulting when required. Maintenance will be
performed using a combination of on-site and remote consulting, as is
most suitable.
All support or implementation requests will be logged and managed by
Kiandra’s Service Desk. A secure client portal will be made available
to named client contacts allowing full visibility and tracking of
submitted support or maintenance requests.