In today’s fast-paced digital world, your business may rely heavily on content management, document capture (scanning or email ingestion), and workflow solutions. These solutions often have complex underlying technology that needs specialist support. If you rely on one of these systems is your current support provider doing enough to ensure your systems are in optimal condition ?
Even these three categories of solution have different requirements when it comes to support which is why at Open Connections we tailor the support for each solution.
When it breaks fix it ?
Fixing things when they break will always be important but would it not be better to prevent them breaking before they fail ? At Open Connections our support server extends beyond the break/fix model to proactively preventing issues.
Version Management
With the ever increasing pace of technology our servers and workstations are being patched and upgrade constantly. Open Connections as standard keep records of the versions of software installed on a customer site and advise customers if their solution is going to become unsupported. We also advise if we believe an underlying component (Operating System or database etc.) may be going out of support. A customer can also inform us of any planned upgrades to underlying components and we will check for compatibility of all components.
Monitoring Advice
Many customers will have existing solutions for monitoring their I.T. solutions. Open Connections can provide advice and guidance on the key items and metrics to monitor to ensure maximum uptime for your solution. Many I.T. teams will have standard templates for monitoring basic components of a server such as disk and memory, with our guidance the monitoring can be extended to more application specific measure such as the number of items in queues, documents processed in the previous hour or even specific errors to look for in application specific log files.
Vulnerability Reporting
Many suppliers will make available information about security vulnerabilities identified in their software. The notifications are often deeply technical and may not affect your implementation. Open Connections proactively review vulnerabilities and provide advice and guidance of the best route to remove or mitigate any risk.
Proactive Monitoring
Where a customers own monitoring does not meet the needs of the business Open Connections can provide advanced proactive monitoring of a system. Using a solution built by our own internal teams and based on industry standard technologies such as Prometheus and Grafana we can arrange for many metrics of your solution to be monitored by our cloud based system and alerts generated both to the customer and our own support teams. For those where a cloud based system presents challenges we can also deploy this to your own premises. This solution captures not not only metrics for detecting or predicting failures but also capacity metrics to predict growth and scale your system as needed
Reactive Support
Unfortunately there will be times where even with all the proactive support a solution will have issues. The Open Connection support team invest significant time and effort in having skilled and qualified staff who understand the products we support to ensure we get you back up and running as quickly as possible. Our systems and processes ensure that every support ticket raised is tracked and recorded a timely solution. If appropriate a ticket will be reviewed to provide suggestions for improvements to monitoring to detect or even prevent this issue in future.
Open Connections Support is Different !
Our support team are dedicated to ensuring you derive the best business benefits you can from the solutions you already have at the heart of your business. Our technical expertise is back up by processes and procedures that ensure you get the service you deserve from a support partner. That service ensure you get not only timely and effective respone to any issues but the advice and guidance you would expect from a true partner in your business.
