The objective of Infrastructure support is to monitor critical servers/applications, identify and resolve the root cause of a problem and prevention of incidents and to return the service to normal level as soon as possible, with smallest possible business impact.

Support Process

Problem management process

The problem management process is intended to reduce the number and severity of incidents and problems on the business, and report it in documentation to be available for the first-line and second line of the support.

The proactive process identifies and resolves problems before incidents occur. These activities are:

Trend analysis; Targeting support action; Providing information to the customer

Problem control process

The Problem Control Process aims to handle problems in an efficient way. Problem control identifies the root cause of incidents and reports it to the service desk. Other activities are:

• Problem identification and recording

• Problem classification

• Problem investigation and diagnosis

Support services

• Identify Servers to be monitored

• Identify critical Applications to be monitored

• Setup tools to be used for monitoring critical applications. Some of the typical these tools are Heroix Longitude, AWSTATS, Foglight, Ticket Tracking System and Customized Scripts

Support Levels and Responsibilities

Level 3 Support

• Monitor Web Application URL

• Monitor application transactions

• Monitor application response time

• Check to see if SLA is complied.

• Open a ticket if there is a problem.

• Contact and Notify appropriate teams to resolve the issue.

Level 2 Support

• Monitor application logs

• Detect any failures in critical servers.

• Determine the type of problems

• Contact application team for application problems

• Contact infrastructure team for problems in critical servers

Level 1 Support

• Monitor CPU utilization of the server

• Monitor the memory utilization of the server.

• Monitor successful execution of Backup jobs

• Monitor network performance

• Work with Level 2 and Level 1 engineers to resolve the issue

Resources

The support team provided by KAM Technology will include professionals for level1, level 2 and level 3 supports.

Success Story

KAM Technology provided high quality Infrastructure monitoring and support for 11 servers and 4 critical applications and helped its Education & Cultural exchange client save $381,000 per year.