Most companies depend on their information systems. If they stop working, productivity decreases, a number of processes stop, and communication with customers and partners is restricted. This is why smooth operation of information systems is critical for the entire company.

Today, management of information systems and their development requires extensive expertise. It's not enough to just buy a system. It needs to be optimally deployed and configured, interconnected with other company systems, its operation needs to be supervised, outages need to be prevented in time, and it must be secured against data loss or theft. This means system administrators must have a high level of expertise. However, information technologies are constantly evolving, and this means that administrators' expertise must constantly develop as well. This places a time and financial burden on companies.

Why Server and Network Management from Sprinx Systems?

We don't claim to know everything.
We don't claim to know or be good at everything. We specialize in products from Microsoft, Symantec, Cisco, Check Point and Sprinx Systems.

We know our clients' needs.
We know how to manage and develop information systems as a whole, from hardware and network elements all the way to applications. Our goal is not utterly perfect systems that don't do what their users expect.

Our goal is satisfied client with whom we have a personal relationship.

We're fast.
We guarantee a reaction time as low as one hour, and problem resolution from two hours.

We have experienced staff.
We have an experienced team of IT specialists whose top-notch expertise and abilities are documented by internationally recognized professional certificates, and especially by their work for a number of important international and domestic companies. This, along with continuous education, gives us broad perspective and the ability to quickly and effectively manage and develop our clients' systems.

Level 2 server and network management (non-SLA)

This type of management is ideal for companies who have their own administrators. Our administrators assist them with non-routine and complex tasks, and in the event of a crash.

Our administrator makes regular visits the client's workplace several times a month, performs preventive system checks, and performs any tasks the client may require.

If needed, the client can make an urgent service request. In this case, the administrator begins to address the incident within the contracted number of hours from the client's incident report.

Our administrators provide the client's administrators with phone and email support.

We document managed systems, and keep a work log. The client receives a monthly work log statement.

In this case, the client manages and controls the entire process.

Level 2 server and network management (SLA)

SLA means Service Level Agreement, which guarantees the system will be operational within a certain time following a crash.

This type of management adds a guarantee of system operation by an agreed-upon time to the contents of the non-SLA Level 2 server and network management plan. For a fixed fee, our company manages systems proactively, and in the case of a crash, the client is not charged any extra fees for restoration of system operation.

More information on server or network management support

Service types.
The client can choose between two types of service.

Guaranteed service.
Guaranteed service means that the administrator begins to work on the incident within the agreed-upon time after the client has reported the incident.

Non-guaranteed service.
The administrator performs non-guaranteed service during his next scheduled visit.

Client staff authorization and the approval process

Client staff authorization.
Together with the client, we draw up a list of individuals who can submit support requests. An identification method is agreed upon for each individual. Requests are classified into several categories, and permissions to issue requests of a given category are assigned. Authorization can be set so that one individual may submit a request, but a different one must approve it. Time limits can be defined for individuals, i.e. how many hours of support an individual can use up without additional authorization.

Examples:

Mrs. Nováková can make unlimited requests for non-guaranteed service, but her guaranteed service requests must be approved by Mr. Kovář.

Mr. Jonáš may only request support for his workstation, up to a maximum of two hours per month, and must not submit server management requests. Requests over and above his hour limit must be approved by Mrs. Horká. His server management requests are always refused.

Approval process:

We define the approval process for individual request categories jointly with the client. Approval can take place as a HelpDesk entry, via email, SMS, or phone.

Submitting service requests

Individuals authorized by the client can submit requests in four ways.

Create a ticket in the Sprinx HelpDesk system

An authorized individual submits a HelpDesk request.

Support staff verifies whether the individual has the right to submit the given type of request. If he/she does not, they proceed according to the agreed-upon request approval process.

If the individual has the right to submit the given type of request, or if the request has been approved, the HelpDesk request state is set to Accepted.

If the request is not approved, the Help Desk request state is set to Rejected.

Email request

An authorized individual submits a request via email.

Support staff verifies the sender's identity. If identity is not verified, the request is rejected. The sender receives an email stating the reason for rejection.

Support staff checks whether the sender is authorized to submit the given type of request. If he is not, they proceed according to the agreed-upon request approval process.

If the sender has the right to submit the given type of request, or if the request has been approved, the request is entered into HelpDesk as Accepted.

If the request is not approved, the sender receives an email stating the reason for rejection.

Phone requests

An authorized individual calls the Sprinx Call Centre with a request.

Support staff verifies the sender's identity. If identity is not verified, the request is rejected, and the caller is informed of the reason.

Support staff checks whether the caller is authorized to submit the given type of request. If he is not, they proceed according to the agreed-upon request approval process, and the caller is notified of this.

If the caller has the right to submit the given type of request, or if the request has been approved, the request is ente red into HelpDesk as Accepted.

Verbally during a scheduled site visit

During scheduled site visits, authorized individuals may make additional requests to the administrator. These requests are addressed on the spot, if possible, and input into HelpDesk after the fact.

Scheduled site visit

Prior to a scheduled site visit, the technician prints a list of requests out of HelpDesk, and prepares for them ahead of time in order to be able to address them as effectively as possible when on site.

During his regular site visit, the administrator asks the authorized client staff whether there are any other support requests.

During the scheduled site visit, the administrator addresses all submitted requests, unless prevented from doing so by technical, organizational or other reasons. If all requests cannot be addressed, further steps are agreed upon.

The administrator has an authorized individual confirm that the given requests have been fulfilled.

Work statement

Authorized client staff can monitor the state of individual requests in HelpDesk on an ongoing basis, and once a month they receive a statement showing work completed during the previous month.

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