Systems Observation & Support

What platforms does S.O.S. monitor?

S.O.S. monitors systems running Windows NT, Windows 2000, Unix (HP, Solaris, Linux, AIX), Novell Netware, and Oracle databases. It monitors file servers, database servers, email servers, networks, and database applications.

What types of processes are monitored?

A wide variety of OS-level and application-level processes can be monitored, including http, to ensure your web server is running; tnslistener to check database availability; disk space; CPU usage; database locks, and many others. S.O.S. can also monitor application services like Brio Enterprise, Powermart, and AutoTask 2000, as well as generate system and application performance analyses and usage statistics.

How can S.O.S. help my IT/DBA group?

S.O.S. works as a supplement to your existing support team. While they are busy with special projects and managing the more dynamic aspects of system support, S.O.S. takes care of the regular checking and maintenance, sending alerts if a problem arises. Notification rules determine who is notified for what and when, based on tolerance levels set up for all monitored processes. Your staff can be paged during the work day, while after hours, on weekends and during vacation times, an Efficient Computing tech can be paged. With the appropriate level of access, we can resolve most issues remotely, which means that if your systems crash at 2:00 AM you can stay in bed while we take care of the problem.

I don't have/I have limited internal IT/DBA support, can S.O.S. still work for me?

Absolutely, our remote service provides an affordable option for database and system administration to organizations with no or limited internal support. We'll configure the notification rules to page an Efficient Computing technician with any problem both during the day and after hours, and we can resolve issues that arise remotely. We will work closely with you to identify the critical processes that need monitoring, and to ensure that all aspects of your system are properly maintained.

How will S.O.S. handle my security requirements?

Our support techniques allow us to work with a variety of customer security requirements. We will work within your security with VPN's, restricted accounts, firewalls, or Citrix servers to connect securely and safely. We understand the need for security, and we take all necessary precautions to ensure that your systems are not compromised. In addition to our own security precautions, S.O.S. can monitor your systems for unauthorized access.

How can I get started monitoring my systems?

The S.O.S. service is provided on an annual basis for a flat monthly fee. There are three levels of service, and we will work with you to determine the best level for you based on your support requirements. As a remote monitoring customer, you also receive a reduced hourly rate for any special projects or services that fall outside the scope of the monitoring services.

Below are the levels and general guidelines for each service level:

  • Enterprise Level – An example of an Enterprise level support candidate would be a site with over 200 named users and over 2GB of data, and/or more than 10 hosts running mission critical applications 7 days a week. This highest level of support is available 24 hours a day, seven days a week with a guaranteed response time within 30 minutes.
  • Premium Level – An example of a Premium level support candidate would be a site with 50-200 named users, 1-2 GB of data, and/or 3-10 hosts with applications that must be available during normal business hours. Customers may have complex batch jobs that run off hours and require some limited after-hours service and support. Support is available seven days a week from 5:00 AM to 7:00 PM PST.
  • Standard Level – An example of a Standard level support candidate is a site with fewer than 50 named users, 1 GB or less of data, and/or 1-3 hosts. Standard level customers are guaranteed a same day response. Support is available Monday through Friday from 5:00 AM to 7:00 PM PST.