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SynchroNet360 Complete
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In last month's CIO Advisor column we introduced the SynchroNet360 Advantage, a support delivery system that empowers a company's internal IT staff with a suite of hosted monitoring and support tools. As we discussed then, these are the same tools that SynchroNet uses to power SynchroNet360 Complete, our product that delivers full IT support for Small and Medium Business (SMB) companies. The tools are the same but they are only a part of the full support matrix. In both Complete and Advantage, SynchroNet360's value to your company is more than just another ‘managed services' offering. It turns IT into a strategic business advantage for you, just as it is for large enterprises. The difference is in the integration.
SynchroNet360 Complete is an all-inclusive support offering that offers full IT support for a fixed monthly recurring charge on a simple per-device basis. The key benefits of the all-inclusive model are:
- Higher productivity and loss prevention
- Fast isolation and resolution of problems
- Fixed rate pricing for confidence in budgeting IT support costs
- Periodic preventative maintenance and updates
- An improved user experience
- Immediate support for remote offices and remote users
For anyone who has waded through the many definitions of ‘managed IT services', SynchroNet360 stands alone in the quality of the support and the level of attention and service that we deliver. The reason is in the design of 360 as a world-class support delivery model.
The Technology
What makes SynchroNet360 a perfect fit for the company seeking a full-responsibility support solution is the people, process, technology, and facilities that make it possible. The technology alone is a significant difference. In constructing SynchroNet360, we had to ensure that along with the 24/7 monitoring and advance warning of problems, it had facilitate us to meet or exceed the level of reliability and performance that our customers have come to expect from SynchroNet over the past two decades. In order to do that, we knew it would take more than just better technology.
The Processes
From the beginning, SynchroNet360 was closely integrated with our work ticketing system so that critical alarms and alerts would automatically create work tickets and forward these to the appropriate network engineer on the managed support team. This was important for the many customers that had critical servers that had to be monitored and maintained on a 24/7 basis. This has allowed us an unprecedented ability to know about problems as they occur, and for our customers to keep apprised as well. Through the Customer Login on the SynchroNet website, their open incidents and current status is available from anywhere in the world.
The People
Over the past year, SynchroNet has created a new Network Operations Center specifically for SynchroNet360. The 360 managed support team begins its day at 7:00am to be there for our customers whose users start early. They are also addressing all of the minor alerts that have come in overnight from monitored equipment, servers, workstations, and Internet circuits. Working remotely they can clear most issues, view logs, and reset system processes. If an Internet or other outage exists that will affect the customer's operations, this is communicated to the customer along with an estimated time to resolve or configure a workaround. If necessary, replacement hardware is ordered and the on-site managed support team follows up. A dedicated help desk coordinator keeps the customer informed throughout.
The Facilities
Through our work in Houston we know the insides of nearly every data center in the Gulf Coast area. We have watched as many have suffered from power outages. We know how many Internet connections they have and how well they peer with other Internet backbones. We know their cooling capabilities and security systems. Most importantly, we know the levels of power and cooling redundancy that will keep them alive in disaster scenarios. When SynchroNet chose where we would host our operations there was only one choice. In addition to all of the servers that make up 360 and our other managed systems, SynchroNet's client-specific virtual hot site and client server hosting is in our area at the Internap facility at 1301 Fannin in Houston. This robust facility has sustained no outages since built, including the massive flooding of Tropical Storm Allison. On the roadmap for 2008Q3 is a mirror site in Denver, also with Internap.
Solid Value, Quality Workmanship, Dedicated Service
The 360 architecture has been built and tested over five years of providing managed IT support. It continues to evolve and expand as we learn better ways to deliver value. If you are looking for a fully outsourced IT support solution, we are confident that you will find SynchroNet360 Complete to be your best choice.
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