System Support
Administration Support extends the capabilities of our customer's Information Technology staff and greatly reduces the level of technical training required to support their IT infrastructure environment (systems and network), saving them time and money.
The most common Administration Support programs we offer are for System Support and/or On-Site Network Support. Administration Support customers work with highly trained Systems Engineers who support them by providing help and assistance with any aspect of operating and administering their systems (server O/S and server hardware) environment, and/or their network environment.
Our Administration Support Engineers have years of practical experience. They are experienced in dealing with the issues that our customers regularly face and are able to diagnose and solve IT infrastructure operations and administration problems quickly and efficiently. Because our Systems Engineers are involved in the complete cycle of an IT solution (research, planning, system set-up, customer training, installation and on-going support), they are able to provide complete answers to an extremely broad range of questions concerning the operations and administration of IT environment.
System Support - Infinity Network Solutions Inc. Administration Support Services Windows 2000/NT and Novell systems, IBM and Compaq (hardware break/fix maintenance is a separate contract). Administration Support Services include complete problem resolution via phone support and/or connecting via the Internet into the system to resolve the problem. It is much more than just
the "break/fix" support that is typically available. Our customers receive help with release upgrades, user administration, performance tuning and general administration issues as well. Administration Support Services even includes assisting our customers with the O/S change and patch management process and making hardware upgrade recommendations.
Operations and Administration Support includes:
- Complete system diagnostic assistance
- Administration support, tools and tips - Infinity’s System Engineers will assist the customer in downloading required patches into their system and assist them with how to install them in the best-recommended order. In addition, the System Engineers will alert the customer to potential problems with available patches and fixes. The System Engineers will assist the customer in adding new users, new groups, installing new software, writing shell scripts to automate repetitive administrative tasks, and assist in any way the customer needs in using the various operating system tools and utilities to better support their computing system.
- Assistance with system tuning parameters
- Recommendations on operations and security policies
- Assistance with system backup and restore and/or file recovery - Infinity will create customized backup and recovery scripts based on the customers' data distribution. Administration Support services also provides assistance with disaster recovery. Infinity’s System Engineers walk our customers through recovering their root disk, rebuilding their systems, partitioning and restoring their data file systems to reflect the state of the system prior to the crash.
- Configuration assistance when making hardware changes – Infinity’s Systems Engineers will assist the customer with loading the required software drivers for their new hardware. The Systems Engineers will help the customer configure a new printer, add new hard disks, modems, network cards, terminals etc. to their configuration as changes are made.
- Suggestions to limit repeat problem occurrence
- Access to the O/S provider's factory support (we will work with them for you) for "break/fix" type support, upgrades and patches
- First priority phone support until your incident is closed to your satisfaction
- System performance tuning recommendations - If our customer's system suffers from slowness or their applications are taking to long to execute, a Infinity’s Systems Engineers will monitor the system's performance using various performance monitoring tools. The results of the monitoring will allow the Systems Engineers to pinpoint the source of the problem. Problems range from a runaway process, a failing disk, memory leak, network congestion, hot areas on disk or controllers, CPU overloading to memory over consumption, etc. Once a problem with system performance is identified, the Systems Engineers will recommend the best remedy based on the urgency of the situation.
- RAID support (software and hardware versions) – Infinity Systems Engineers will assess our customer's current RAID setup and recommend the best configuration based on their availability/performance requirements. If the need to change the RAID configuration ever arises, Infinity Systems Engineers will provide assistance with that as well. In the event of a problem with the RAID system, Infinity Systems Engineers will work with our customer to diagnose and pinpoint the source of the problem whether it is a controller issue, or a failed disk. Once the problem is diagnosed, the Systems Engineers will recommend the corrective action.
- Assistance for your application software provider on application and system tuning – Infinity System Engineers will work directly with our customer's application provider to tune the operating system to the optimal specification for that application to be sure it runs at its best. If an operating system related problem arises with the application, Infinity’s Systems Engineers will work directly with the provider to make sure that the operating system and the application are in sync.
- On call for any computing systems operations or administration issue
