Managed IT Solutions

IT resources dedicated to the proactive management of your critical systems.

Network & Systems Maintenance

Today’s technological advances enable most IT systems to run smoothly and relatively hassle-free, but few organizations can get by without performing any maintenance.

TWD delivers skilled network and systems maintenance as a managed service for your business-critical systems. Maintenance applies to all types of systems and devices including servers, computers, laptops, tablets; and all categories of services including voice, video, data, print, remote-access, and security.

Our services include technical and associated administrative actions that are planned – as well as reactive responses to alerts, faults, and configuration and performance statuses that are issued automatically by a variety of industry-leading network management tools. We utilize these tools to monitor the health and status of your systems, identify problems and their sources, and analyze and alert to conditions that may impact system performance.

In both cases, TWD worry-free managed maintenance services are dedicated to keeping your systems running at optimum levels of performance, ensure quality of service, and provide around-the-clock availability of your network features and functionality with limited interruptions.

Maintaining Your Systems at the Speed of Business

TWD planned network maintenance combined with our network management tools enable us to determine the kind of maintenance support that is needed for your specific systems. Our managed maintenance services include three types of support (see tabs below for more details):

  • Routine Maintenance – a primary focus on maintaining overall system health, integrity, and survivability
  • Preventive Maintenance (daily, weekly, monthly) – scheduled maintenance includes server reboots and system backups, software and firmware updates that follow product change notifications and other manufacturer maintenance requirements, and maintenance that ensures compliance with physical and system security
  • Demand Maintenance – includes alarm monitoring, alarm response, escalation as appropriate until resolved

TWD managed maintenance support programs are full-service, cost-effective, and provide:

24/7 Help Desk Support

24/7 Help Desk Support – on-site (7am – 5pm, Monday through Friday) and on-call after-hours roster receives trouble reports, conducts troubleshooting and resolution; and tracks tickets via Remedy system

Moves/Adds/Changes (MACs)

Programming and software/hardware changes to add/remove users and complete other end-user requests

System Backups

Daily configuration backups, historical backups, daily configuration change analysis, baseline configuration analysis, daily configuration security and policy analysis, and change approval auto-notification

Daily Security Incidents and Status Reports

Weekly activity reports, monthly reports (e.g., hardware inventory, capacity, stations, network infrastructure), and quarterly hardware (e.g., spare circuit packs) manager reports

System Performance Monitoring

Traffic analysis and studies, trunk group reports, and load balancing

Alarm Monitoring and Resolution

Leading industry tools monitor all alarm events for all major or minor system issues, and automated alerts dispatch technicians to respond and resolve alarm conditions (including environmental)

Keeping Your Technology, and Your Business, Running

TWD maintenance support incorporates the use of scheduled maintenance as well as industry-leading network management tools to keep your technology running at the speed of your business. We field and deploy maintenance support teams who are savvy in the benefits of proper and proactive maintenance and the importance of strict adherence to industry and manufacturer standard maintenance procedures.

Routine Maintenance

Tasks that are performed on your systems daily, weekly, or monthly are considered routine maintenance. Performing regular maintenance is cost-effective because it greatly reduces your chances of system problems, enhances survivability, and limits service interruptions. But remembering what to do – and when – requires the establishment of a maintenance schedule, which must be followed and updated diligently.

TWD schedules routine maintenance as part of your normal usage in order to keep your systems running efficiently. Tasks include:

  • Updates – Software updates include revised or new code to fix bugs and security holes and to help the software run better. Most software programs allow you to set automatic updates for certain days or times (such as overnight, when the system isn’t being used), which ensures regular and convenient maintenance. This is recommended particularly for antivirus software.
  • Backups – While not strictly a maintenance function, backing up your systems should be on your maintenance checklist. The use of removable media, off-site storage, and off-site backups often are part of an organization’s important disaster recovery strategy.

Preventive Maintenance

Ensuring that system quality of service and integrity are maintained and system failures are identified before they happen are important aspects of our preventive maintenance services.

Typical activities include periodic inspections of components, monitoring, and analysis of system performance criteria – and, when necessary, replacement of suspected- or known-impaired critical components. In order to accomplish this, blocks of time are incorporated into the operations schedule, often after-hours, so that the impact to productivity is minimized.

When implemented carefully on IT equipment and systems within a network, preventive maintenance benefits from documented, detailed fault isolation and troubleshooting processes. Through the use of automated network management tools, TWD develops and further refines these fault isolation and troubleshooting processes each time a preventive maintenance routine is accomplished.

The more complex your network, the more important these fault isolation processes become in establishing plans-of-action to deal with IT equipment failures or system degradation, and in limiting their impact on your daily business operations. Preventive maintenance:

  • Reduces system failures, system interruptions, unplanned downtime, and degraded service
  • Increases system reliability
  • Helps you avoid the unexpected
  • Increases quality of service
  • Reduces the need for demand (break-fix) maintenance

Demand Maintenance

Sometimes referred to as “break-fix,” demand maintenance involves all unscheduled actions performed as a result of system failure or degradation. Demand maintenance is an attempt to restore the system to its full optimal condition. TWD utilizes network management tools to monitor your system automatically for health and status, and alert to conditions that may impact your system’s performance. The alerts prompt demand maintenance support, which include a range of activities including:

  • Failure identification
  • Fault isolation
  • Resolution
  • System verification