Proactive Professional Assistance and Servicing

The service of proactive professional help and servicing inevitably includes contractual relationship and SLA parameters definition. The service itself may be conceived in two ways:

  • Along the existence of automatic monitoring of equipment, operating systems, applications and services by the user,
  • Without the existence of automatic monitoring of equipment, operating systems, applications and services by the user.

In case of automatic monitoring, the service itself is far more efficient because the condition of user’s system or part of the system is monitored in real time, depending on contractual relations. In case of noticing any kind of abnormal operation of a user’s IT system or part of it, ECS employees react promptly and assist in problem solving before it reaches great proportions. Practice has shown that in most cases the problem is solved before it even noticed by the end user. The report on interventions, incidents and state of the system in general is compiled on a monthly basis and submitted to the user.

When automatic monitoring is not possible, ECS employees manually check systems, and operative and application records, and based on them make conclusions about potentially necessary interventions regarding user’s equipment. This approach is less efficient because monitoring does not take place 24 hours a day, but is performed within arranged time limits. The report on interventions, incidents and state of the system in general is compiled on a monthly basis and submitted to the user.

It is in both cases possible to arrange a certain number of onsite visits and check-ups of user equipment, operating systems, applications and services.