We perform our remote infrastructure management (RIM) services 24x7x365 using enterprise level technologies and follow proven Information Technology Infrastructure Library (ITIL) processes to ensure maximum uptime for servers, network devices, infrastructure, and business applications.
TERACAI RIM services are available at two service levels.
Our tier one offering delivers monitoring, alert triaging, standard operating procedure (SOP)-based first level remediation, and notification of system updates.
Tier two is our most comprehensive and fully managed services offering. It provides managed services for the client infrastructure and is focused on troubleshooting, remediation, problem reporting, coordination with third party vendor tech support, and reporting via a secure TERACAI IT operations platform (ITOP).
|TERACAI SMB Services - Scope of Services and Technology Offered||Tier One||Tier Two|
|TERACAI ITOP (monitoring, management, tickets, session recordings, remote console, reports, etc.)||X||X|
|24x7 monitoring, alert filtering, and alert priority from ISO27001 certified NOC||X||X|
|Alert validations using Run Book Automations (RBA)||RBA + manual||RBA + manual|
|Alert and incident prioritization with multi-level escalations||Manual||Manual|
|Bundled antivirus: VIPRE Business Premium Edition||X||X|
|Patch rating service and patch failure alerts||X||X|
|Patch installations and antivirus definition updates for supported antivirus products||X||X|
|Standard operating procedure (SOP)-based initial remediation||X||X|
|Configuration backup of network devices as applicable||X||X|
|ISP vendor escalations and follow-up||X||X|
|Firmware upgrades as required or on request basis||ITOP + self-service||X|
|Troubleshooting and full remediation||ITOP + self-service||X|
|Third party vendor escalations for further troubleshooting and full resolution of configuration issues||ITOP + self-service||X|
|Root cause analysis of critical issues||ITOP + self-service||X|
|Moves, adds and changes (MACs)||ITOP + self-service||X|
ITOP + self-service: Enabled self-service, technology and tools provided
Run Book Automation (RBA): Automated alert filtering and validations using script framework
|Network infrastructure||Network devices such as routers, switches, firewalls, VPN appliances, Wireless Controllers, Fabric switches etc. by vendors such as Cisco, Juniper, Brocade, HP, Sonicwall, Bluecoat, Netscreen, Barracuda etc.|
|Virtualized infrastructure||VMWare, Citrix, Xen and Microsoft virtualization platforms including Desktop and Application virtualization.|
|Storage infrastructure||SAN, NAS and unified storage devices by vendors such as EMC, DELL Equallogic, HP and NetApp.|
|Converged Infrastructure and private clouds||NetApp Flexpod, VMWare Vblock and EMC VSPEX.|
|Unified communications||We provide Cisco Unified Communications - hardware Voice gateways, IP Phones and switches, software such as UCM, Contact Center, Cisco Unity. Microsoft Lync - all server roles such as Edge, Front end, Mediation and Backend servers, and ShoreTel - Unified communications platform hardware that includes ShoreTel's Voice switches.|
|Database management||Comprehensive support for MySQL, MSSQL, ORACLE, PostgreSQL and Mongo databases.|
|Application management||Email applications such as Microsoft Exchange, Microsoft Active Directory and Blackberry. Web servers such as IIS, Apache, and Tomcat. Application servers such JBoss, Oracle Weblogic. BDR applications such a Symantec Backup Exec, Axcient, VaultLogix, Datto etc. and other applications such as Microsoft SharePoint.|
Supports a wide range of servers which includes Microsoft Windows Servers, Linux based servers, IBM AIX and Power servers, Dell PowerEdge servers, Solaris and HP Compaq Servers.