Support

Technology Support

We provide a comprehensive technology support service which covers all aspects of our customers’ infrastructure. SLA’s available to meet the most time-critical applications.

Monitoring and Management

Our in-house developed software platform – Arecibo – provides a complete monitoring, alerting and reporting solution. This is to ensure that any issues can be resolved pro-actively, ensuring that our customers experience no downtime.

Managed Services

WhiteSpider can provide a complete infrastructure support service – including monitoring, support and reporting – which is managed end-to-end by our experienced engineers.

Cloud Services

WhiteSpider specialises in providing cloud consultancy, migration, support and managed services. Our industry recognised professionals use our unique service framework, ea4, to help organisations standardise their IT infrastructure and add value to their business.

Technology Support

Break Fix

WhiteSpider has an unrivalled hardware break/fix reputation, providing replacement equipment and engineering services across a wide range of SLAs. This service underpins all of WhiteSpider’s managed services.

Problem and Issue Management

We work with you, using our Arecibo solution, to correlate the incidents and issues across your infrastructure. Our aim is to identify the underlying reasons for problems, to ensure that the root-cause of issues are resolved, not just the symptoms.

Reactive and Proactive Incident Management

Reactive Incidents can be raised either by the customer or as a result of a notification from Arecibo, our monitoring solution. These incidents will be logged and resolved according to agreed SLAs.

As part of the pro-active services, 3rd line engineers will regularly review systems looking for issues and trends which may result in incidents and problems in the future. By carrying out this proactive function issues can be isolated and resolved before they affect the running of the systems.

Server Support

WhiteSpider design, install and maintain leading edge Server systems across all kinds of vertical markets. We are able to provide support and maintenance across legacy, current and emerging products and technologies which all form a substantial part of WhiteSpider’s support base today. 

Monitoring and Management

Arecibo is our monitoring and management service that provides real-time visibility of your organisations IT resources. The single screen dashboard, with a simple drill down functionality, give breadth and depth of visibility of your IT estate. Arecibo brings together diverse infrastructure management capabilities and presents a unified view of the end-to-end service or application.

Realtime Detection of Issues

 

WhiteSpider’s own management solution, Arecibo, allows IT organisations to inspect each logical layer of a data centre to ensure the end-to-end availability of applications and services to the users.

Real-time information from multiple data sources across the infrastructure is collected and presented in a unified manner. The ability for you to know, at any time, the status and performance of your infrastructure and enables IT teams to understand the operational strengths and weaknesses of systems and the effect on service and application availability. This enhances the control of resources and enables your business to make fact-based, real-time business decisions.

24*7 Service

 

Arecibo is our in-house developed monitoring solution. This highly resilient platform has the capability to monitor enterprise services for any customer in any region 24 x 7 x 365. The core capabilities of Arecibo include the following:

Integrated Monitoring & Reporting

Server Monitoring

Storage Monitoring

Network Monitoring

Operations Monitoring

Application Monitoring

Security Monitoring

Fault Management

Correlate Multiple Events and Failures

 

Arecibo rationalises your portfolio of monitoring and management tools into a single, comprehensive solution with the management functions integrated and visualised in a single structure. By delivering such consolidated business information from across the converged infrastructure to the right people at the right time, Arecibo keeps IT teams in control of complex infrastructure services. This simplifies the challenge – and reduces the cost – of infrastructure management.

User Experience Management

 

Our approach to infrastructure management is focused on ‘end user’ experience. Whilst the service, which is entirely developed by us, enables you to monitor the status and performance of hardware and software, it also delivers real-time insights into application level quality of experience of users across your entire estate.

Managed Services

A well maintained, proactively serviced infrastructure will always run better than the alternative. With real-time converged infrastructure monitoring to determine potential issues, proactive maintenance to reduce the likelihood of a failure and a trusted support infrastructure, we can help you can improve the efficiency of your IT operations.

WhiteSpider can build you a cost effective, bespoke Managed Service offering that meets your specific business challenges and goals. You will reap the benefits of preventing fires, rather than fighting them, and we can enable you to manage your ongoing IT costs more effectively, improving your ability to respond to key business deliverables.

Prepaid Resource Units

All changes conducted within WhiteSpider Managed Services are carried out on a charge back scheme using ‘Resource Units’ (RU). This allows you to pre-pay for changes across the life of the contract. All managed services customers receive an inclusive budget of RUs at the commencement (or anniversary) of a contract and can top up RUs on an ad-hoc or monthly basis.

Pro-active Health Checks

Having a clear overview of the health of your infrastructure can help you to improve efficiency, avoid costly incidents and downtime, as well as plan in advance for future investment, based on factual data. Our Health Check Service provides a range of checks and verifications across all aspects of your communications infrastructure, ensuring that all components of your infrastructure are performing as required.

Our service includes a wide range of preventative maintenance checks to improve the efficiency of the infrastructure, avoid downtime and incidents, and plan for the future. These services include: Data Centre, Cabling, Wireless Network, Security Infrastructure, Network Infrastructure, Servers and Storage.

Regular and Ad-Hoc Reporting

On a regular basis, the Service Management Team will provide a comprehensive report covering your network environment, calls logged, SLAs etc. This will be provided and discussed as part of a quarterly service review.

Furthermore, should you have ad-hoc requirements for reporting outside of the regularly scheduled service delivery reports, our service provides you the opportunity to request specific reports as required.

IT Disposal

WhiteSpider IT disposal services guarantees that all sensitive or secure items, such as hard drives, are disposed of on site in front of the customer, with certificates issued as proof of elimination, so you can be confident that all items leaving your site have been dealt with following the right procedures. WhiteSpider has also partnered with registered IT distribution charities in developing countries; this will allow communities in these areas to benefit from reusable IT equipment.

Cloud Services

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