Remotely Managed Services
With Performance Technology Group's remotely managed services, your systems can remain at your location while being monitored and managed from our 24x7x365 staffed network operations center.
Our remotely managed services complement your IT department by providing as much infrastructure support that you need, from basic monitoring and backup that escalates to your in-house team to fully managed senior systems engineering support.
PTG offers the following levels of managed services:
Tier 1 Monitoring:
- Monitoring
- Reporting
- Help desk
- Ticketing
- Notification
- Escalation
- Change control advisory
- Additional services such as anti-virus monitoring and backup also available
Tier 2 Technical Support (requires Tier 1 Monitoring):
- Initial diagnosis
- Initial troubleshooting
- Basic problem remediation
- Management of parts replacement (through client's existing maintenance contracts)
- Configuration restores
- Escalation to client's Tier 3 support
Tier 3 Systems Engineering Support (requires Tier 1 Monitoring):
- Problem ownership
- Final diagnosis, including root cause analysis
- Troubleshooting
- Problem remediation
- Management of parts replacement (through client's existing maintenance contracts)
- Configuration restores
- Escalation to client's Tier 3 support and cross-functional technical support, management and third party vendors, as relevant
- Process and procedural documentation for the normal maintenance, operation, performance, capacity and security of the given system, storage, network, database or application