Components – IT Managed Services | Cybersecurity

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IT Environments: Cloud

The term “cloud computing” originated from the use of a cloud image to represent the internet.

As businesses, we generally don’t want to think about technology – the hardware, the software and the application infrastructure that together, critically underpin our daily work lives. What we want is to focus on and operate our businesses in an uninterrupted way. We like and expect the comfort of knowing that there is an “always on” secure place that is available to us from wherever we happen to be working….a place which we can depend on to reliably send and receive data and to run our business applications. That’s why the simplified “cloud” metaphor was created, and that’s why it has so quickly become part of our daily vocabulary: its an easy way to simplify an inherently complex topic. Behind the scenes, cloud computing is a complex interaction of data pipes, routers and servers, bandwidth, security, and scalability. The cloud model allows businesses to add and remove resources on demand, adding resources when we need them and deleting them when we don’t. What the cloud is not about is having to worry about upgrading servers, patching operating systems and troubleshooting power supplies and switches.
Cloud computing has simplicity and security but not at the cost of reliability.
We want the ability to determine just how many and powerful these servers are. The underlying hardware and software of networking is of course still there but there are now higher level service capabilities available used to build applications. Behind the services are data and compute resources. A user of the service doesn’t necessarily care about how it is implemented, what technologies are used or how it’s managed. Only that there is access to it and has a level of reliability necessary to meet the application requirements.
Key Features of Starport’s Private Cloud Offering:

Experienced, dedicated team responsible for your IT environment
Integrated planning to prevent downtime
Recurring consultation to manage and continuously optimize system performance
Deep knowledge of your unique environment
Starport responsible for hosting platform (network, hardware & operating system) uptime
Rapid response to monitoring alerts
Expert engineers available to investigate and resolve issues
Starport responsible for network and hardware uptime
Fast deployment of standard configurations, (new servers VPNs & hardware upgrades)
System management tools assist in managing your configuration and interactions with Starport
Fast response to support requests
A dedicated support team with an account manager and Virtual Chief Information Officer
Direct access to live, expert support – no call centres
Monitoring and IT documentation of your IT environment available through the Starport portal.
2 world-class data centers
Hourly imaged based backups, daily tape backups and replication between data centres
Immediate response to emergency support requests and system down events
Text and email alerts for monitoring and backup status

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IT Environments: On Site

^{Set-Up and Training}

After thorough analysis and consultation and decision on an optimal
IT framework for your business, Starport professionals come to your
office, install your IT systems, and train your employees to use them.
This complete on-site service, including training, means that the job
of being the go-to technology-savvy person or everyone’s “system
administrator” doesn’t have to end up falling to you or to anyone at
your office.

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Monitoring and Support

Our team of experts is on call 24/7, ready to respond to any system troubles. Starport’s monitoring service allows out consultants to be notified if there is any deviation from the baseline set for all critical equipment and server software. Should an issue arise, Starport’s help desk receives an immediate notification via email or SMS. In most cases, the issue is dealt with over the net using remote desktop, or, if the situation warrants, a Starport consultant will be there to meet you in-person at your office. So, whether it’s an early morning emergency or a late night computer failure, the Starport team is there for your immediate convenience. That’s our commitment.

Tools

The smooth functioning of servers, operating systems and related IT equipment and software is critical to the success of virtually every business today.

A reliable and dependable IT infrastructure is no longer a luxury… it’s a necessity.

IT tools are a key component of our IT Managed Services offering – we use them to make sure your equipment is up and running in peak form, and that your staff have the means to contact us for help, if and when they need it.

C-Thru © Critical Node Monitoring

To be reliable, server room hardware (hosts, firewalls, Sans and UPSs) and operating systems need to be vigilantly and continuously watched, patched and upgraded. C-Thru monitoring is the powerful hosted node monitoring software tool that Starport uses to accomplish the important task of continuous monitoring. Every mission critical device (node) be it a server, firewall, gateway, switch or router in the central server environment is configured and monitored in real time.

Each node is customized based on your needs to look for a wide variety of potential issues, such as disks running low on space, processors which are running above acceptable threshold utilization levels, memory problems, power supply issues, disk failures or temperature problems. If issues arise, they are dispatched immediately to an escalating list of our devices; cell phones (via SMS) and by email. You can choose to be copied on all such critical alerts.

Our monitoring system also constantly sends information about the functioning of all monitored devices to our central hosted C-Thru server. From this secure location we (and you) can securely log in to see a real time representation of any part of your network and in real time, drill down into any monitored node to acquire more information. HTML management reports can be generated daily weekly or monthly and sent to you via email from this server. We can work either with a standard set of reports or customize them as necessary.

By using node monitoring, issues can usually be identified and dealt with before they become a problem to your business.

Help Desk

With Starport, every member of your organization has the ability to create a help request ticket, either by clicking on a desktop icon, or by filling out an email on our support page. Requests will automatically record your company’s name, prompt you for a description of the issue, and allow you to submit it. Once submitted, our powerful hosted help desk software will send your request to the named Starport prime resource for your company. If he or she cannot take the ticket for any reason, (eg: if they are in transit) , they’ll pass it along to the secondary resource for your company.

We target getting back to you within 15 minutes of your request for help, to understand the issue and to work with you to determine the best approach to proceed: on-site or remote support. Our help desk software tools record the times and dates of each ticket, time to closure and all escalations that may be associated with each ticket. Help is only a click away.

Remote Support Tools

At your office, we install a powerful support tool that allows our staff to quickly and securely connect to your desktop or server to resolve issues when you need them. To set up your desktop or notebook to be ready to receive remote support, you simply click on our remote support icon, located on your desktop, or press the remote support link on the support page. Your Starport IT support technician will call and speak to you while he or she connects to your workstation. An easy way to think of remote support, is to imagine that your screen, keyboard an mouse are extended into the hands of your support representative, wherever he or she may be at the time. The benefit to you is immediacy; if we can save driving both ways, we can you save you time an deliver fast results.

1-800 Number

Starport’s 1-800 number is intended for users who cannot access a screen or keyboard, or who prefer to use the phone. Our automated 1-800 number records your request, creates a help desk ticket, and dispatches it into your support queue for speedy processing. Once submitted, our powerful hosted help desk software will send your request to the IT support resources assigned to your company. Help is only a phone call away.

End User Support

Timely and accurate support of end users is mission critical for most organizations today. In today’s busy workplace data should be up to date and by your side, no matter where you are or what you are doing. Access to relevant support around the clock is a must, because for every person in your organization, staying productive in the use of technology can be the difference between winning and losing.

Starport Managed Services provides consistent and reliable support for hardware and for standard desktop application software such asMS-office, anti-virus and operating systems, including patches and updates for all end users.

While our service objective is to respond within 1 business hour and to commence work within 1 business day, we usually are able to connect and resolve issues nearly immediately.

To deliver the support, Starport Managed Services combines a balance of on-site and remote technical support. The latter uses state of the art remote access support tools and the power of the internet to establish highly secure links to the desktops of your users.

Between 70% and 90% of all help desk tickets can usually be resolved remotely. As a result, response times are dramatically reduced and user satisfaction is much higher. Time isn’t wasted by travel.

Disaster Recovery and Backup

One of the primary benefits of switching to IT Managed Services is our assurance that your IT environment will be documented, secured and backed up.

We can ensure that your data is either efficiently and securely moved off site to
our private cloud or to another location of your choice with a frequency that
suits your business needs.

With the increasing importance of information technology for the continuation of business critical functions, combined with a transition to an around-the-clock economy, the ability to recover from a major disaster is now imperative.

Of companies that suffer a major loss of business data, 43% never reopen, 51% close within two years, and only 6% will survive in the long term.

Disasters may be natural or man-made. Natural disasters like floods, fires or lightning strikes, are almost impossible to prevent but can be prepared for by backing data up to a secure, off-site location that would not be affected by the same event. Man-made disasters include human error, intrusion, viruses, sabotage and walkouts, and can be both prevented and prepared for.

Either kind of disaster could have devastating consequences for your company, unless you have all of the company data stored remotely and securely with Starport. Leave it to us and don’t worry about it again.

Service Level Agreement (SLA)

Our service level agreement with you outlines the hours of support and response times to ensure IT support is available when you need it.

Our target response time is to make contact within 1 hour of first notification in order to confirm that the request has been received and determine how we will be handling the ticket.

We offer two levels of SLA: Standard SLA and Extended SLA. The standard SLA meets most of clients’ needs while the Extended SLA provides around the clock support.

Hardware and Software as Service

^HaaS

Hardware as a service, or HaaS, is an alternative to outright purchase. Haas takes the capital expenses and spreads the payments over the time horizon that works best for your business. When the term is up, we simply replace the hardware with the latest equipment available. Combined with managed services, we offer HaaS as an added convenience so that buying the right hardware is just one less thing your company has to worry about.

Let us help you choose the best hardware for your business and make sure you get the exact hardware you need, and don’t get anything you don’t need.

^SaaS

Software as a service, or SaaS, is a software delivery model for most business applications such as accounting or customer relationship management (CRM) in which software applications are centrally hosted by Starport and made available to customers through the cloud.

Sourcing your software through Starport ensures that you have the all the best software applications and related data required to run your IT system. Starport will carefully select the software that is right for you and perform frequent system updates to ensure its continuous availability and optimal performance.

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