addition to providing the secure, purpose built environment for
the location of servers, fault tolerant, burstable bandwidth, EQSN
also provides an optional range of supporting services.
We offer a number of supporting contract services which aim to
reduce the load on your internal resources while maintaining the
quality of service your systems require.
Monitoring is a key component to ensuring that, where possible,
prevention of problems takes place, and where not, procedures
are put into place to react to failure. With hardware and complex
software, there are always going to be occasions where a system
Daily, weekly and monthly monitoring available from EQSN will
identify trends and report failures. Among other things this information
can be used as part of a capacity planning process. With this
information our procedures will work alongside your own to provide
a solution to keep the systems operating, before issues become
Software monitoring takes place 24x7, ensuring that failure of
the network connectivity, hardware, HTTP, SMTP, routing and database
operation are all continuously reviewed. Our software can be tweaked
to provide monitors on your specific software.
By working with our technical development staff we can observe
the performance of your systems and provide alarms where necessary.
These will always be sent to our technical support staff at the
operations centre as well as any nominated staff you require. This
ensures we have every opportunity to react to unforeseen situations
and work with you, where necessary, to resolve difficulties.
These programmes are divided according to the time they operate
within. Standard Day support functions between the hours of 9am
and 5pm, Long Day operates for 18 hours between 6am and midnight,
whilst All day works on a complete 24 hour basis.
Regardless of which option is selected, the software monitoring
is operational 24 hours a day and SMS/Email messages will be sent
to nominated personnel whenever alarms are raised.
- Standard Day support functions between the hours of 9am and
- Long Day operates for 18 hours between 6am and midnight
- All day works on a complete 24 hour basis
EQSN takes on the responsibility for the maintaining the operating
system, patch levels, security updates etc. We will integrate
the server into our monitoring, alarm and maintenance system.
We will also undertake to operate the Disaster Recovery plan in
the event of a system failure.
Database support carries out the same tasks on your Oracle or
SQL server databases. We can provide configuration services for
Protecting your server by using a firewall is best practice.
As a base level we can implement IP filtering which protects your
system using the EQSN general facilities. This is a form of fire-wall
although it does not carry the certification of firewall software.
Most customers require a dedicated firewall to meet their obligations.
Our Checkpoint certified engineers can configure and maintain
the firewall system if required.
Daily tape changes and storage are crucial to a quality Backup
strategy and Disaster Recovery plan. Changes can be carried out
on a 5 day or 7 day cycle. Arrangements can be made for off-site
storage with a specialist company if required.
Disaster Recovery Planning & Testing
EQSN recommends the Veritas range of products for backup and disaster
recovery (D.R.). We can work with your technical staff to produce
a detailed process of recovery and then test the entire cycle
of events to provide the peace of mind a D.R. plan should offer.
In the event of a D.R. type incident we will work along with your
own people to implement, manage and facilitate the plan.
Service Level Agreement
EQSN provides all clients with a Service Level Agreement as a
contract between us to ensure that there are known areas of responsibility
and courses of action for given circumstances. This is complemented
by an Operations Procedures Manual which details the physical
and operational aspects of dealing with your equipment while it
is in EQSN care. These documents are the cornerstone of our service,
ensuring that there is a code of practice to follow, giving clients
piece of mind.
We operate a web-based work flow and recording tool to ensure
that all incidents, requests for work and client information is
stored in a centralised database where relevant staff and engineers
can access. Investment in billing software ensures that technical
billing of bandwidth can be automated and issued to clients in
a timely manner.
Our SLA and operations procedures manuals are fundamental documents
that exist to ensure an understood and documented work flow process.
As such we expect contributions from both sides on the contents
and operation of the SLA.
We at EQSN believe in process management and work flow control.
We implement all the necessary structures to ensure that;
- People understand their roles in any given task.
- Tasks are monitored and escalated automatically before situations
- Project management is an integral part of our processes.
- Staff training and development can be identified and undertaken.
- Customers can participate and benefit from involvement in
- Problems and trends are identified early on.
- Every procedure with more than 2 steps can have a structure
and process that is consistent, giving anticipated results.
- Handover and staff-cover is simplified using identifiable
- System improvements can be introduced at a single point with
instant benefit to all members. And a scalability of process
that allows our facilities and business to develop with minimal
Implementation & Testing Programmes
During implementation of clients systems we coordinate activities,
test connectivity to the site internally and externally, setup
monitoring, usage graphs, alerts, update records and instigate
backup regimes where appropriate.
Although the systems we manage have remote power management capability
there are still the odd occasion that requires manual intervention,
perhaps to load a CDROM or press a button. This facility is available
with costs depending on the time of day the action is required
and the support program clients are on.
Terminal Server Ports
Terminal server ports allow access to the serial ports of your
system. In the case of SUN and HP servers, this allows you to
take full control of the machine as you would when sitting physically
in front of it.