Reliability of servers and workstations is detrimental to the success of your business. Reducing the possibility of hardware failures or software errors keeps your IT equipment reliable and your staff productive.
How it works
Each device that is to be monitored has a tiny piece of software installed on it. It is so small it has no impact on performance and the user wouldn't even know it is there. It runs silently in the background constantly checking for signs of potential problems or anything that may have a detrimental affect on the equipment being monitored. As soon as an alert is raised, often before there are any signs it exists, our monitoring software will send an alert to a technician and if possible attempt to rectify it. E.g. if a hard drive is running out of space it will free space by deleting temporary files.
What is monitored
We have developed a custom set of monitors gathered from over 30 years of experience within the IT industry. This includes device status (online/offline), system performance (CPU usage, RAM usage, hard drive usage), security status (antivirus, firewall), backup status, update status.
Our monitoring software is flexible and customisable as it can monitor pretty much anything. E.g if your business relies on custom software to be running constantly, we can set a monitor that alerts us if the software isn't running and it will attempt to restart it automatically.
Pre-emptive Monitoring Benefits
By detecting potential problems as soon as possible, we can maximise the uptime of your servers and workstations.
Our monitoring software doesn't stop when you go home, it is constantly checking 24/7/365, so we are made aware of any problems as soon as possible.
Pre-emptive monitoring looks for potential problems before they happen (ShadowSupport+ and ShadowResponse only). Hardware failure can happen at any time, but there are certain indications that can be monitored so the item that is failing can be replaced before it does.
Preventative maintenance is where regular scheduled maintenance is performed on your IT equipment to keep them in optimum condition to lessen the chances of it failing.
How it works
The majority of maintenance we perform is done remotely through our monitoring software. To reduce any disruption to your staff, maintenance is usually performed after working hours or when the device is not in use.
Maintenance can be scheduled to run hourly, daily, weekly, monthly, annually or whenever is required depending on how the equipment is used.
For maintenance that cannot be done remotely, a technician will be scheduled to visit you onsite.
What we do
With over 30 years of experience in IT we have developed custom maintenance procedures to help maintain your IT systems. This includes hard drive defragging, Removal of temporary files, Windows updates, Antivirus updates, Remove dust from fans/heatsinks/vents.
Preventative Maintenance Benefits
By performing regular maintenance we minimise the risk of downtime caused by failures or errors.
Increased reliability and stability
The whole purpose of preventative maintenance is to keep systems stable and reliable.
Prevent failures and errors before they happen.
Secure and up to date
Keeping servers and workstations up to date makes sure they are patched from the latest security threats.
Ensure your staff work efficiently and stay productive by making sure the equipment they use is in optmum condition.
When something goes wrong and support is needed, the faster it is rectified the less disruption it can cause. Remote support allows a technician to view your screen so they can diagnose the problem, and lets them take control and resolve it, all from our main office.
How it works
Our monitoring software allows a technician to directly view and connect to supported machines within a few clicks. Once a support request is raised by phone, email or through our web support portal, a technician will respond and arrange a remote support session. The user doesn't have to do anything and they can either sit and watch in amazement, or go make a coffee.
Although there are certain situations that require a technician to visit, the majority of problems can be rectified remotely. This means there is no waiting around for someone to turn up.
If you are on a business trip in Australia and you need support, as long as you have an internet connection, remote support can be provided.
Remote support can also be used for other every day tasks such as adding new users and installing software.
Remote Support Benefits
Remote support allows us to quickly and efficiently diagnose and rectify problems maximising uptime of your systems.
There is no need to wait for a technician to drive to you, one can connect to you in seconds.
Easy to do
Once a remote support session is arranged, you don't have to do anything. Even if the machine is turned off we can remotely switch it back on.
As long as you can access the internet, we can provide remote support.
Remote support can be provided to Windows, Mac or Linux devices.
Although the majority of issues can be fixed remotely, there are certain situations such as hardware failure or connectivity issues where a site visit is necessary. When this happens a technician will be sent to you without delay. If you have our ShadowMonitor or ShadowSupport packages, you will benefit from a reduced fee. Both ShadowSupport+ and ShadowResponse include site visits.
Site visits are also a great opportunity for us to make sure there are no other problems we aren't aware of, and to ensure you are getting the most from your IT.
Onsite Support Benefits
With over 30 years of experience, there isn't much our technicians can't do.
We pride ourselves in giving you a professional service at all times.