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Managed Services
Remote Infrastructure

Faster problem resolution and comprehensive service levels

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.

Benefits of TERACAI RIM Services:

  • Innovative IT operations technology platform for management of on-premise and cloud infrastructures

 

  • Session recordings for auditability

 

  • Proven ITIL processes built to manage complex and advanced technologies

 

  • Handling of sophisticated IT requirements

 

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).

 

To learn more about our remote infrastructure management services, read our data sheet here.

 

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

 

Supported Technologies for TERACAI RIM Services

Category Supported Technologies
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.
Server management

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.