FAQ

IT Performance Management Service

What is IT Performance Management?

ESEI’s IT Performance Management is a flat-rate maintenance and support service for your network, servers, and computers.  IT Performance Management differs from the traditional “break/fix” support in that the support is remote and continuous.  With the use of non-intrusive software agents, our IT Performance Management service allows us to proactively monitor your network, servers, and computers 24/7.  Our goal is to prevent downtime so that you can concentrate on your core business.

What if my business already has an IT staff?

More than a third of all businesses using ESEI’s IT Performance Management service also employ part-time or full-time IT staff. By automating low-level, repetitive, non-strategic tasks, our service frees your staff to focus on long-term strategic technology objectives, such as:

• Intranet portal services for employees
• Extranet portal services for customers
• Line of business applications
• Database development and management
• Application performance reporting
• Management of digital dashboards
• Web site development and management
• Aligning IT goals with long-term vision of the management team
• Professional training and certifications

Our service is designed to give you a solid foundation to maximize your IT investment.

What is a software agent?

A software agent is a small program that allows us to perform network monitoring, patch management, network management, network and computer inventory, and is the immediate link to our help desk. You will know our agent is working in your system when a little icon appears in the lower-right corner of your screen by the clock.

Does ESEI’s software agent take up computer memory or slows down the PC?

No, the agent takes an average of 8MB of RAM which is a fraction of what other common applications use. The agent only reports changes/exceptions to our system, which minimizes traffic.

What other type of software is required for ESEI to deliver its IT Performance Management service?

None, the software agent is the only software that will be deployed at the client site.

How will you monitor our network, servers, and computers?

We will monitor your network and devices via the internet.  You will need to have a broadband (DSL or Cable) or better connection with static IP.  If you don’t have a broadband connection, we can assist you in contracting one.

How can my business save money by using ESEI’s IT Performance Management Service?

Unpredictable IT costs place a real burden on your business. ESEI’s IT performance Management Service is offered under several flat fee plans to give you predictable monthly IT costs. You choose what area you want us to support you in.  This will allow you to redirect IT resources, reduce unanticipated support costs and plan your expenses accurately.

Try our service for 30 days, you may be surprised at how much we can reduce your current IT spending and increase your productivity.

Why should my business choose ESEI’s IT Performance Management over remote hosting?

The greatest advantage ESEI’s IT Performance Management Service has over remote hosting is that if our network or your Internet Service Provider’s network goes down, your systems are still operational.  Because the servers reside at your location, the only thing you lose during an outage is monitoring and remote backups.  We will be immediately notified of such an outage and will help restore the network.  Our service also includes many of the benefits of hosting, such as remote network monitoring, help desk support, patch management, data back-up and recovery, antivirus and spyware protection, network security, server monitoring, and on-site or off-site support; all of this for a fixed monthly fee.

What do we do if we have a network or computer problem?

If you subscribe to our IT Performance Management service simply click on the ESEI icon located on the taskbar and describe the problem you are having.  This information will be e-mailed to ESEI as soon as you hit the submit button.  A trouble ticket will be generated when we receive the e-mail and it will be assigned to one of our professionals who will in turn communicate with you to solve the problem.

How are patches and service packs applied?

Service packs and software updates as release by various software vendors like Microsoft are applied and after ESEI has fully tested each one.  This will ensure our clients that no patch will impact their operation in any way.  All updates are performed after business hours or according to the customer’s preferred schedule.

How often are the server and computer software updated?

The server and computer software packages are updated every time an update is released by the software vendor provided client has an active service level agreement with the software company.

Will ESEI’s IT Performance Management service improve the security of our network, servers, and computers?

Yes, security is of utmost importance to ESEI.  We employ the latest in security technology in all networks, servers, and computers and monitor them continually, 24x7x365. Any unusual activity is automatically reported to our highly-trained professional team, who follow specific escalation procedures in the event of a breach.

How does ESEI IT Performance Management service handle data back-up?

Under our service, you have the option to back-up your data within your facilities or off-site to a secured data center.  The backup process will be automated and tested to ensure data is available when needed.  ESEI’s Backup and Disaster Recovery provides real-time automated disk backup, disk imaging, file level backup and bare-metal restore for Windows servers and workstations. Data can be recovered quickly and easily with ESEI Backup and Disaster Recovery.  Whether it is a simple need to recover a few files, restore a system from a crash or recover systems from bare-metal in the event of a disaster, ESEI’s Data Back-up and Recovery Service is the most comprehensive, reliable, and cost effective server and workstation protection.  We work with our clients in identifying and implementing sound and reliable data back-up processes.

When required, how would ESEI restore a file or files?

Simply click on the ESEI icon located on the taskbar and create a new trouble ticket and a support representative will restore via an on-line chat or call you to restore it over the phone.

Do we need a disaster/recovery plan?

ESEI’s IT Performance Management service will solve most IT-related disaster and recovery problems.  However, we recommend that a plan be developed and implemented to address specific contingencies.  ESEI can help clients design, implement, and monitor a strong disaster/recovery plan that will help client recover from a major contingency in a short period of time.

How do I stay abreast of my network health and issues?

ESEI provides clients with accurate, timely, and easy to follow reports about the health of the network, status of software patches, virus threats identified and quarantine, etc.  Clients under our Gold and Platinum services will have access to additional consulting time to identify requirements for network upgrades, additional software, or the implementation of new applications to help client increase productivity.

What are the IT Performance Management service contract terms?

We want you to want to do business with us.  With this in mind, we will not tie you to long term contracts.  All we ask is that you commit to a six month initial contract.  After the initial six month period, the contract will renew automatically but with a 30-day cancellation notice.  That is, if we are not satisfying your requirements, simply send us a letter and we will discontinue the service.