Operations
During the operational phase, we monitor the site's performance, respond to issues, perform routine maintenance, and develop enhancements to the monitoring system's core feature set.
We don't wait for your systems to crash so we can parachute in and save the day- our business depends on preventing your system from crashing in the first place. As we learn how your system operates, we incrementally improve the monitoring system's feature set to alert us in advance of a problem, and develop automated scripts to fix the issue without the possibility of human error.
Reporting is critical for us and for our clients. We rely on comprehensive reporting to build our knowledgebase, which helps us diagnose more quickly and more accurately. Our clients rely on our reporting to understand the performance and scalability of the systems that underlie their business.
Our reports are available 24x7 in our electronic library, and many are usually automatically generated by our supporting systems, providing up-to-the-minute accuracy. We typically produce the following reports for our clients:
Reports:
- Incident Summary / Root Cause Analysis
- Detected Intrusion Attempts
- Capacity Utilization Reports
- Uptime Reports
- Configuration Change Log
- Maintenance Activity Log
- Backup Operator Verification Log
We schedule regular ongoing communication with our clients. This helps us review any incidents, as well as focus on planned infrastructure improvements and feature upgrades.
Typical Meeting Schedule
- Weekly operational status review (teleconference)
- Quarterly systems utilization review / development planning review (in person)
- Annual systems strategy presentation (in person)
Our Incident Response SOP varies significantly by client. Some clients prefer only to hear about the issue in the morning, and others wish to actively participate as our team works the case. In the latter case, we will typically open a group call-in number, send an all-hands alert, and start solving the problem. If there is reason to suspect that a security incident is underway, however, we prefer to handle that with a much smaller team, to avoid compromise by potential internal bad actors.
We rely on our document repository to provide us with a detailed understanding of the system and it's configuration. This helps our team efficiently identify previously solved issues.