Proactive Support – The best IT support system

For any industry nowadays it is important to have a strong and active support system. It’s only a strong system that can ensure a smooth and faultless operation. As any other industries, the Information technology industry or better known as the IT industry requires a technologically advanced support system for their products and systems. Whether it is a remote access support or a direct one, it is quite a vital part of today’s IT industries.

While we can say that support is one of the defining characteristics of an IT company, the most important factor that rules and runs the system is a strong support system. This is where we need proactive support. The proactive support is a kind of service which provides support as well as options to a client or a customer well in advance of a decision.

The main and most important feature of a proactive support is to provide any essential information to the clients instead of drawing a conclusion for them. Thus, proactive services can prove to be really empowering for the users in the current market scenario.      

In an IT industry the proactive support includes:

• Fax Notes  or email Broadcast
• Proactive newsletters
• Year End closure assistance
• Client check ups

Keep in mind that all of these services or support may differ from one industry to another. However, software industry requires a strong proactive service than any other industries. The main objective of a proactive support is to identify and solve issues of the remote access manufacturing even before they occur and create any sort of hindrances to the customers or clients. There are some really great remote access support systems available with the software vendors in the market these days. Such a support system can be well utilized to solve diverse issues or problems even before the client realize that there could have been a problem. 

Besides, the regular newsletters and emails that are sent to the customers, some proactive support adds a little personal touch to their overall services. It should be noted that the amount of proactive services generally depends on how regularly the customer support reaches out to their customers and their remote access manufacturing. Sometimes customers are sent personal emails or even visit them for a personal testimonial. However the customers are mostly dealt over the phone where the customers support straight get down to the feedback.

Device Management System - The Basic Facts

The Device Management System or DMS is a reliable and scalable management system which provides efficient and consistent device management for the big amount of service consumptions of video and voice over “IP CPE” devices. The system is provided with qualities of an “Element Management System” or EMS for the configuration of MIB, device monitoring, alarm, fault and event management.

Additionally, this device management system complements the initiated provisioning of the devices for real time firmware upgrade and device configuration through providing asynchronous system. This system is even capable of managing those devices which are deployed behind firewall or NAT routers. Generally, proactive monitoring system is used by the companies to manage the client’s device management system. This proactive monitoring system plays a great role to tune the database server of the device management system.

Areas that can be monitored by the device management system are:

• SNMP monitoring
• Server monitoring
• Monitoring of the storage system
• Application and database monitoring
• Features of a device management system:

Redundant architecture and highly scalable- The DMS system is developed on a couple of redundant, dual servers with joint RAID storage. This load balancing architecture of the device management system has made it highly scalable.

Access of remote devices- The device management system creates efficient and reliable tunnels to permit accessing, controlling, remote device monitoring and configuring remote devices by using SNMP or native interfaces of devices such as Web and Telnet.

Convenient device searching and sorting- The device management system offers an efficient and a convenient device searching and sorting mechanism using the device status, region information of the device, user ID, the firmware versions and the event severity of the device. 

    

So, in case if you are having lock waits for a long time while managing the device, that would be reasonable to monitor it by proactive monitoring under a device management system in order to detach the problem and to define the mean time to repair it.