IT Outsourcing - Managed IT Services

Direct access to L2 support refers to the ability for a customer or user to directly contact our higher-level technical support team, known as level 2 (L2) support, without first having to go through the lower-level support team (L1) first. L1 support is typically the first point of contact for customers or users and handles general requests and basic troubleshooting, while L2 support is a more specialized team that deals with advanced issues and more complex problems that cannot be resolved by L1 support. This direct access can be beneficial for customers or users as it allows them to resolve their issues more quickly and efficiently, and it can reduce the workload on L1 support and allow them to focus on more urgent issues.

It is often offered to customers or users who have a service contract with CGTechs Technologies, considered a value-added service or premium service.

Direct access to L3 support refers to the ability for a customer or user to directly contact our higher-level technical support teams, known as level 3 (L3) support, without having to first go through lower-level support teams (L1 or L2). L3 support is the highest level of technical support, typically composed of experts in a particular technology or domain, and handles the most complex and technical issues. This direct access allows customers or users to quickly and efficiently resolve their issues and can also reduce the workload on other levels of support.

BCDR (Business Continuity and Disaster Recovery) is a set of strategies and procedures put in place by organizations to ensure their continuity in the event of unforeseen incidents such as natural disasters, cyber attacks, or power outages. A Service Level Agreement (SLA) is an official document describing the expected level of service from a BCDR service provider. The terms RPO (Recovery Point Objective) and RTO (Recovery Time Objective) are both commonly used measures in BCDR planning and are often included in SLAs. An RPO of 15 minutes means that the organization expects to recover its data up to a point that has no more than 15 minutes of loss in the event of a disruption, and an RTO of 1 hour means that the organization expects to fully resume its normal business operations and activities within 1 hour of an interruption. This specific SLA is considered a very high standard and it is likely that the organization has taken significant measures to protect its systems and data for quick recovery in the event of incidents.

Status reports and dashboards are tools used to monitor the performance of an organization's computer systems. Status reports typically include key measures such as availability and uptime of critical systems, resource utilization and performance, security and compliance status, backup and emergency recovery status, and incident and problem management. Dashboards are similar to status reports but are typically more visual, interactive, and real-time, allowing stakeholders to quickly understand the performance of their computer systems and identify any issues or areas requiring attention. These status reports and dashboards are useful for organizations to monitor the overall performance of their computer systems, identify issues or potential problems, and track progress over time, and they help IT teams quickly identify and resolve issues before they become critical problems, helping ensure that the organization's IT infrastructure is functioning properly and efficiently.

A dedicated Technical Account Manager (TAM) and Architect Support is a service provided by CGTechs Technologies to ensure that its clients have access to specialized technical support and advice for their IT projects. The TAM is a dedicated point of contact for the client, who is responsible for coordinating and providing technical support. They work closely with the client to understand their needs and provide advice on the best way to use our products and services.

Architect Support is a specialized technical expert who provides advice on the design, planning, and implementation of IT projects. They work with the client to understand their requirements and help design a solution that meets their needs. Together, the TAM and Architect Support provide a comprehensive and specialized support service to ensure the success of the client's IT project.

Proactive runbook creation is an important process to ensure the reliability and efficiency of computer systems. It involves identifying routine tasks, procedures, and troubleshooting steps in a computer environment, and documenting them in a "runbook." This runbook is used by IT staff to quickly and efficiently resolve common issues and perform routine maintenance. Implementing this practice involves regularly reviewing and updating the runbook to ensure it is accurate and up-to-date and covers all relevant scenarios. This proactive approach helps to reduce downtime and improve the overall efficiency of the IT team by having clear and current documentation.

Proactive infrastructure monitoring and alerts are essential to maintain the reliability and availability of computer systems. This involves continuously monitoring the performance and health of the IT infrastructure and receiving notifications (alerts) when certain conditions are met. This allows for early detection of potential issues and enables IT teams to act before a problem escalates, which can help reduce downtime and improve overall reliability and availability of the infrastructure.

Proactive monitoring typically involves the use of monitoring software or tools that can collect data on various aspects of the infrastructure, such as resource usage, network traffic, and system logs. This data is then analyzed in real-time to detect any anomalies or issues. Alerts can be configured to inform IT staff of specific conditions, such as high CPU usage or low disk space, via email, SMS, or other means.

Proactive monitoring and alerts are a key element of IT operations and DevOps strategy, which aims to increase the speed and quality of software development while improving the reliability, scalability, and security of IT infrastructure.