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ProcSys RIMS
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ProcSys Remote Infrastructure Management Services (ProcSys RIMS) span the entire spectrum of IT infrastructure management. This gives you the flexibility to choose all, any or a combination of services most suited to your needs and budgets.

IT managers today are tasked with providing a robust and reliable IT infrastructure while ensuring that this infrastructure scales with growing business needs. Not long ago, only large business corporations maintained their own IT infrastructure but today even the medium and smaller businesses are deploying servers and network storage devices to manage their businesses.

On the downside, managing this task is becoming more challenging everyday - network and server infrastructure is getting more complex, ensuring predictability and availability of networks and devices has now become more critical to businesses, and enterprises are forced to invest more people, more time and more money to make it all work well for them. The result - maintaining in-house IT infrastructure has become the single largest contributor to enterprise costs, even as corporate budgets are shrinking!

Increasingly, enterprises worldwide are becoming aware of this challenge how to ensure the availability and predictability of their networks and devices, how to manage their networks, security, servers, storage devices, applications and desktops on a 24x7 basis, and how to do all this while keeping costs down!

Asking the Critical Questions

What is IT to you? For most enterprises, IT infrastructure is an enabler of their larger business goals, not a part of the core business itself. They are not in the business of managing IT.

What would you want your managers to be doing? When managers are forced to manage the day-to-day responsibilities of monitoring and managing the IT infrastructure, enterprises lose out. Free your managers so that they can focus on strategically oriented activities critical to your success.

How deep do you want to get in? Today, businesses are forced to develop all the layers of IT discipline from architecture to implementation to monitoring and management. This diverts from your primary business focus, wastes your valuable time, and compels your managers to develop an expertise that is not core to your business.

What is the cost of ownership of your IT infrastructure? The cost of ownership of your IT infrastructure goes beyond the investments made and the recurring costs of training and managerial time - you are made to pay both physically and strategically. Solution - significantly reduce the cost of ownership by sourcing out the task to experts in the field.

Who should be managing your IT infrastructure? Given the investment you have made in your IT infrastructure and the critical role it plays in your business, who would you rather trust with the task?

ProcSys' Remote Infrastructure Management Services (ProcSys RIMS) provide you with a reliable, affordable and cost-sensitive option to monitor, alert and proactively manage your infrastructure so that your IT professionals can now spend more time delivering new services to the business and less time managing crises.
ProcSys is one of the earliest electronic design and software companies to be established in India. With over three decades of industry presence and expertise ProcSys is ideally placed to manage your infrastructure. For years, ProcSys has focused on developing a deep expertise in RIMS. As a partner, you will be able to leverage this expertise and derive deeper benefits. You can be assured that we bring you levels of service that are prioritized, rationalized and advanced.
What can ProcSys RIMS bring to you?

As a remote services facility located at Bangalore, India, ProcSys brings you all the benefits of the low cost, offshore business model. As a long-standing service enterprise, ProcSys not only brings to you its expertise built over many decades of doing business with international customers, but offers you the trust of partnership that is so critical in any business handshake.

By partnering with us, you will be able to:

 

Make significant saving on costs

Take advantage of our business focus and specialization

Ensure high availability

Gain from our centralized Infrastructure Management Services

Achieve enhanced results from our knowledge, experience and exposure to critical issues and their resolution across customers. You will benefit from an exceptional, holistic way of managing service events, restoration of services and resolution of recurring incidents while simplifying operations and reducing costs.

Get the flexibility to scale operations in consonance with your business growth

 

Obtain a greater value from our customized ITIL Best Practices for consistent global support and predictable IT infrastructure performance.

Access the advantages of being backed by a premier R&D and consulting service organization.

ProcSys RIMS The Service Spectrum

ProcSys RIMS cover a range of services spanning the entire spectrum of IT infrastructure. This gives you the flexibility to choose all, any or a combination of services most suited to your needs and budgets.

Network Services

Firewall, Router, VPN, Load balancing Configuration, Image and software upgrades, backups and disaster recovery.

Managed Server Services
 

Configuring, managing and monitoring of Server Cloud (Virtualization)

Server management

Server hardening

Hardware troubleshooting this service is offered where remote hands are available (in most data centers the security personnel perform this role)

Server data backups

Inventory auditing and password management

 

Service provisioning

Web Server management

Deployment, monitoring and management of applications

DBA Services

ProcSys provides basic and premium database service offerings

 

RIM DBA services covers Oracle, MySQL or Microsoft SQL server

Initial configuration audit and documentation (Documents known issues, present state of database etc, establish a baseline)

ProcSys remote DBAs requires full administrative access to your databases under ProcSys management.

Basic

 

Installation of database monitoring agent/software that assists the remote DBA team in identifying and early alerting.

24/7 proactive monitoring of your database for events of interest

Intelligent analysis of all alerts generated and determines if it is false alert or indicates a potential failure or performance issue.

Monitor database transaction logs, tablespace, other key parameters and perform housekeeping when resource consumption exceeds certain set thresholds

24/7 support that work towards resolving identified problems or provide work around solutions within SLA metrics

You get alerted on positive symptoms on your preferred choice of communication channel

 

Escalate problems that the standard service couldn't resolve to the expert service for root cause analysis

Quick response emergency support and escalation for production database outages

User and Security management

Documentation

Premium

 

Root cause analysis of escalated problems and finding solutions

Impact analysis and communication to all key stake holders

Test the proposed solution (requires access to your staging or testing environment)

Initiate change management process and manage the roll out / implementation

Periodic performance analysis & identification of tuning activities

Basic I/O tuning disk architecture and disk load balancing

 

Patch management

Generate reports and inform you about potential areas of problem

New database setup and configuration

Installation/Configuration of backup and recovery

Planning and implementing new features in consultation with your operations/development team

Database migration

Database upgrades

Documentation

VOIP Services

This offering manages your in-house or hosted VOIP infrastructure with a desired combination of following the services.

 

Remote deployment (will need remote hands at the site)

Adds, moves and changes

Image and OS upgrades

Configuration and management of voicemail boxes

Configuration backups

Management of IVR and auto-attendant assets management

 

Monitoring

QOS assessment

Automatic Call Distribution (ACD) and Call detail (CDR) Reports

Monitoring and Notification Services

This service monitors your infrastructure performance against pre-defined criteria, such as CPU utilization and network bandwidth. It involves timely identification of a service event for example, a server or router outage or storage-system failure and assessment of priority level relative to the potential business impact.

This makes identification of critical service events easier and diagnosis faster, leading to reduced restoration time. Service alerts can use a variety of mediums - E-mail, SMS, instant messaging or voice call, based on the criticality of the service event and the SLA.

Service Models

We offer you a range of engagement models customizable to your requirement. We can work with your existing NOC infrastructure tools for monitoring, managing and trouble ticketing. You can also choose to use our managed services with flexible time frames - 24/7, 8/7, 24/5, 16/5 and so on.

To ensure clarity, credibility and accountability of service, ProcSys RIMS offers these differentiated services based on mutually accepted Service Level Agreements (SLAs). The SLAs are designed to provide you with specific and measurable service parameters such as frequency and criticality of events, mean response times, time spent per node, resource allocation either as dedicated teams or shared teams and so on.

We offer ProcSys RIMS in three customizable models. This offers you two levels of flexibility You can choose a model that is most suited to your needs and also select the required combination of services and service parameters and SLAs within the model.

RIM-Basic

Service combos Monitoring (and/or) Managed Server (and/or) VoIP Services (and/or) DBA
  Service management  

Service managed through our proprietary Unified Monitoring Tool that integrates third party management and monitoring applications to provide a single view and alert mechanism to our RIMS agents.

  Service Hours

 

24/7 or less

  Resource allocation

 

Shared resources

  Costs

 

One-time setup cost plus Monthly Recurring Cost (MRC) based on services delivered

SLAs

Types Modes Agreements
  Alerts   Email alerts, internet messaging or voice call.   Default: Fixed number of alerts. Service Beyond Default: Costs to be mutually agreed
  Customer

 

Live data chats, trouble ticketing   Default: Fixed number of chats and tickets. Service Beyond Default: Costs to be mutually agreed
  Response Times

 

Within 15 minutes   Average response time over a month to be agreed
  Resolution Times

 

Within 4 hours   L2 Support case
   

 

Within 24 Hours   L3 Support On request (Not included as part of the service pricing)
  Time per node

 

Up to 60 minutes/node/month   Minutes cannot be carried over to the next month

RIM-Premium

  Service combos

 

Monitoring (and/or) Managed Server (and/or) VoIP Services (and/or) DBA (and/or) Network Services
  Service management

 

Service managed through our proprietary Unified Monitoring Tool that integrates third party management and monitoring applications to provide a single view and alert mechanism to our RIMS agents.

  Service Hours

 

24/7 or less
  Resource allocation

 

Shared or Dedicated resources
  Costs

 

One-time setup cost plus Monthly Recurring Cost (MRC) based on services delivered

SLAs

Types Modes Agreements
  Alerts   Email alerts, internet messaging or voice call.   Default: Fixed number of alerts. Service Beyond Default: Costs to be mutually agreed
  Customer

 

Live data chats, trouble ticketing   Default: Fixed number of chats and tickets. Service Beyond Default: Costs to be mutually agreed
  Response Times

 

Within 15 minutes   Average response time over a month to be agreed
  Resolution Times

 

Within 4 hours   L2 Support case
   

 

Within 24 Hours   L3 Support On request (Not included as part of the service pricing)
  Time per node

 

Up to 60 minutes/node/month   Minutes cannot be carried over to the next month
RIM-Consult
These services will cater customer requirements that are infrequent (or one off) and that does not fall into the Basic and premium service SLAs. For example- A RIM-Basic DBA service customer can order additional premium services on a one time engagement basics. ProcSys also offers to develop or enhance customer's operations support tools for managing configurations, automating operations, monitoring, alerts, customizations, audit and report as part of the RIM-Consult services offering.
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