Server Support | Server Monitoring

At OCD, we know how important IT is to your business but we also understand that you want to be free to concentrate on what you do, not worry about servers and systems. That’s why we offer the most advanced range of support arrangements in the market. From a basic agreement to our ever popular Virtual IT department or a bespoke combination of solutions, we address any problems quickly and effectively – often before you even know they’ve happened.

If your servers are supported by OCD we monitor them constantly:

• Gathering critical performance information to measure it against normal operational parameters for things like CPU usage, disk space and even temperature. This ensures that if performance levels dip our systems are monitoring and tracking the situation.
• If one or more of the thresholds are breached then our support centre is automatically alerted via our LEAP system which calls out any issues in plain English at any of the client sites OCD support.
• This is a huge benefit over traditional methods employed by other IT companies who rely on the technician logging in remotely to check or checking email folders to see what and where something has happened.
• Our approach allows our support team to prioritise your case and deal with it as quickly as possible.

This helps us to increase the speed at which we can fix server faults. In most cases we can rectify issues remotely with little or no interruption to your business.

To give you an indication of our performance, in the last quarter’s survey I mentioned in my last blog Microsoft rated us:

• Over 20% higher than most other Microsoft Gold Partners in the UK for support services.
• Over 20% higher than most other Microsoft Gold Partners in the UK for sales and business advice.

While our own figures show that we deal with over 90% of server calls four times faster than our Service Level Agreement allows for.

The figures speak for themselves. And so do our customers. Take the insurance broker Business Insurance Bureau which suffered sever meltdown recently. Its principal Bob Hannah says: “OCD had advised us to replace our server, we knew that an upgrade was over due, but we were committed to other projects and had to make a judgement call. We chose to believe the server would last another few months,” he says.

It didn’t. But when the server did crash, OCD stepped in to get business up and running again within hours. “When I knew the server had failed I didn’t worry about it or loose any sleep – I knew OCD would take care of us,” says Bob.

Bridgewater Housing Association benefits from OCD’s Virtual IT Department (see this month’s case study). “IT is not our business, but it is critical to our business, enabling us to keep tabs on and control over a lot of complex and challenging issues,” comments finance manager Pamela Milne.

“Since OCD has been running its Virtual IT Department for us, we’ve noticed that we don’t have big problems anymore. And, if we do need to call them out, OCD usually beat their own service levels – this is the kind of service we expect now.”

Until next time,

Kevin

Comments