Remote Monitoring and Management

Bull Services’ Network and Systems Monitoring Service is designed to assist you with monitoring your network and servers on a 7x24x365 basis. Upon receipt of an error, our monitoring Service will notify your staff or Service provider using page-outs, telephone, or e-mail. Many times, this Service is used as the framework for migration to fully managed Services, identifying trouble spots and reducing operating expenses.

Our Base Level Monitoring Service includes:

• Real-time Availability Monitoring : Designed to inform you (in real time) of device outages, or potential errors via page, e-mail, or phone call.
• Configuration Database : Devices monitored are loaded and maintained in our Configuration Management Database (CMDB). This database contains information on network and server devices requiring monitoring, and contact information, and is constantly updated using discovery and data collection techniques. Information such as threshold settings are added when management services are also added.
• Best Practices: Mutually agreed upon processes and procedures will be developed for notification, escalation, and dispatching to you or your Service provider(s).
• Web-based Reporting : Web browser access to near real-time and historical network and system information. Web-based reports include: availability, reliability, utilization, ticket information, and specific customer information. 

Our Management Service extends the Base Level Monitoring Service and is designed to allow you to offload the day-to-day management and problem resolution of the various components of your IT infrastructure to Bull Services. Dispatching will be to Bull Services network and systems engineers for problem identification and resolution. Bull Services remote technical staff will monitor and manage your devices on a 7x24x365 basis.  

In addition to the Base Level Monitoring Services, the Management Services include:

• Problem Resolution : Includes 7x24x365 help desk, technical support, troubleshooting, and incident escalation to maintenance provider or carrier if required.
• Threshold Monitoring and Notification : Configure agreed-upon thresholds associated with network availability, network utilization, and network response time, and notify customer when thresholds are reached.
• Help Desk: 7x24x365 Help-Desk Services. You place calls to the Bull Services Help Desk using a toll-free number. Calls will be logged and first-level problem resolution will begin during the initial call to the Help Desk.   If the Help Desk Analyst is unable to resolve the problem within the established Service Level Management timeline, the call will be dispatched to the appropriate Level Two support engineer. The Help Desk will continue to monitor the status of the ticket and provide regular updates to you until the problem is resolved. Incidents occurring in your network infrastructure will automatically open tickets through the Bull Services automated management tools.
• Configuration Management – Includes configuration changes of network devices, scheduled back-up of configurations, change management, and required software upgrades. Configuration changes and software upgrades require a Request for Change (RFC).