 VMware Virtualisation SupportSupport for VMware servers is similar to that of our existing support service. We maintain a fully staffed helpdesk able to take calls during office hours Monday to Friday, on top of this we monitor all virtual instances of servers 24/7 including a full series of morning checks. Our monitoring systems automatically notify our engineers of any irregularities and these are looked at and logged in our CRM. Reports can be automatically generated on a daily, weekly or monthly basis and emailed to you the client to ensure transparency between us and your IT team. In addition we pay close attention to the VMware ESX nodes, these are the physical servers which deliver the resources needed to run the virtual hosts. Over twenty different metrics are monitored to proactively avoid outages and increase efficiency. How do we setup new support contracts? New support contracts go through an initialisation phase where we create an inventory for each server detailing its serial number, make, model, spec etc. We then generate documentation including a detailed network diagram. We then install and configure monitoring agents which report back to us regularly on the health of the machines we are responsible for. Finally we conduct a review of how the servers are setup and any problems they may be experiencing, this ranges though aspects including VMware efficiency, Backups, AV, Warranties, Patches, Hardware Health & DR Planning. We encourage the review to be repeated on a six monthly basis. Beyond the initial setup we will respond to any issues detected from our monitoring station, 85% of these issues are resolved remotely without the need for an onsite visit, onsite support when necessary is included in all of our contracts giving you full peace of mind.
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