Service & Support
As a Value Added Reseller, EDCi can offer a wide variety of services to our clients. Our certified engineers are available 24 hours per day, 365 days per year.
EDCi can offer a Client:
- Project Based Services
- Reactive Service
- Off-site - remote support
- Staff Augmentation - long-term support for projects
EDCi has the ability to monitor and repair problems before the client even knows an issue has occurred on their network. These services can help an already taxed IT staff that is looking for relief from day to day issues management.
Our solution Works "Out-of-the-Box": Site Down, Internet Down, Server Down, Resource Usage (CPU, Memory, Disk, Handles, Threads), Event Log, and Integrity Monitoring all start working the instant you install a Gateway and one or more Agents at a customer site with no configuration or setup on your part.
- Breadth of Coverage - Our solution includes pre-defined templates for Exchange, SQL Server, IIS, Citrix/MSTS, as well as many add-on products and services like Symantec Anti-Virus, Symantec BackupExec, HP Insight Manager, BlackBerry Servers, and many others.
- Deep and Frequent Analysis - Every 10 seconds our solution checks the resource utilization state of every instance of every process (and user), any changes in installed software, and any changes in the portions of the registry where user installed software or malware can be launched.
- Snapshots and Historical Comparisons of System State - When an issue occurs, our solution "snapshots" the resource utilization profile of the server at that point in time, as well as the system profile (hardware and OS state), and the installed applications profile. Historical Time Stamps compare the current state of any server or network device to a "known good" state.
- Easy to Set Up Performance Analysis - If your customer has web or Citrix based applications, our solution includes easy to set up URL and ICA response time monitors that watch the response time of business critical applications and systems.
- Proactively Address Capacity Issues With Your Customers - Our Customer Report solution projects capacity issues 30, 60, and 90 days into the future. Use this information to fix customer problems before they "hit the wall".
- Low Technical Footprint at Your Site - There are no server based components of our solution for you to install or maintain at your site. The only component you install is the our solution Explorer console which is installed on admin workstations or Citrix/Terminal Servers for shared access.
- Customer Console for Collaborative Support - For customers that have internal IT staff but are stretched too thin to configure and maintain an expensive, complex on-site monitoring product, our Customer Console can share the monitoring and support tasks. The console allows the customer to see their own environment, while your console displays their environment along with the rest of your accounts.