Proactive Support
Shouldn't everyone offer Proactive support?
We fix a significant proportion of problems before the client is even aware of them.
We make a big deal of this.
Here's an example:
- Our monitoring service alerted us that a disk had failed on a client's server.
- As the server was configured with "mirrored disks", also called RAID-1, where two disks each hold an indentical copy of the data, the server was able to continue running without problem. However, there was now no redundancy in the disk storage system: any further failures would result in downtime and potential data loss.
- We checked on the server, and confirmed that the disk had indeed failed.
- We informed our client of the situation and what we proposed to do to rectify it.
- We contacted the hardware vendor, and arranged for a replacement disk to be fitted at a time convenient to our client.
- After the replacement disk had been fitted, we checked on the server that the two mirrored disks were again synchronised.
- We informed our client that the problem was now completely resolved, and checked that they were happy with how the issue had been handled.
Without the monitoring, neither we nor our client would have known anything was wrong (until, of course, the other disk failed).
If we're supporting the server then it's our job to notice when things aren't right rather than waiting for you to notice. We feel that you have better things to do than worry about whether your hardware is harbouring failed devices or other impending problems.
Proactive Support means we're working all the time for you to keep your systems running smoothly.
- Read our Support FAQ
- Find out what happens when you buy from Tiger Computing
- Contact us for chat about your requirements
