Triware Networld Systems Celebrates First Year of Success with Service and Support Operation Center

“Over the last 12 months we have had many successes preventing and identifying problems that were either avoided or solved very quickly because of our Service and Support Operation Center services.” – Benson Yeung, TNS Senior Partner.

July 15, 2004 -- Triware Networld Systems today announced...

Since Triware Networld Systems (TNS) launched its first ever Service and Support Operation Center last July, the Center has grown to provide 24-hour monitoring and managing to more than 100 Monitor Points (MPs) with many clients and more are being added each month.

Due to such high demand, TNS has upgraded the Service and Support Operation Center (SSOC) to Version 1.5, which includes new Windows security monitoring and advanced add-on software developed in house that monitors humidity, temperature and moisture / wetness around our clients’ servers. Environmental monitoring add-on software is also available to clients who monitor and manage their own networks through the TNS eStore.

SSOC is a state-of-the-art server monitoring and managing system that provides around-the-clock, “Real Time” assistance to clients without the need for expensive dedicated connections. The Center is designed with redundant Internet connections and fail-over routes using BGP connecting through both T1 & Wireless connections to provide uninterrupted services.

Through SSOC, TNS can monitor clients’ Internet services to ensure top performance and security. If necessary, TNS can also remotely cold boot a MP if it becomes malfunction.  Services also include installation of critical security patches for both Operating Systems and Server Applications during late night and weekend hours to reduce downtime and increase client productivity.

Among its numerous clients, SSOC monitors international and national servers for financial institutions, schools, world-wide companies, defense contractors, restaurants, tour operators, venture capital firms and software development companies.

In the past 12 months, SSOC has been highly successful in identifying and preventing potential problems with our clients’ servers. For example, Senior Partner Benson Yeung recalled one occasion when SSOC detected alarming activity on one client’s server.

“With this advanced warning, we were able to help our client to build another server and moved data safely over to this new server to avoid a potential disaster,” Yeung said.

This is just one example of how SSOC detects and repairs problems before they even appear. Several clients have been more than pleased with SSOC’s proactive approach to monitoring and managing servers.

“SSOC has informed us of potentially harmful situations more than once, allowing us to easily resolve those issues,” said an IT manager for the leading music school in San Francisco.

Another client, Gianfranco Venturelli, who is the IT engineer of Telekom Assist Europe S.p.A., an Italy-based world-wide company, said he particularly enjoys SSOC’s 24-hour availability. In case of emergency, highly skilled TNS engineers are available for answering questions and help trouble-shooting issues remotely.

“The best service I get out of SSOC is the reassurance that I have someone to call at any hour of the day for professional and high-skilled service,” he said.

San Jose Credit Union IT engineer Dave MacArthur said he, too, appreciates the Center’s around-the-clock monitoring.

“It is nice to have someone watching things when we aren’t on site and there were many issues SSOC identified even during the time we were on site” he said.

Jun Pan, a manager of the largest tour operator in China, China Travel Service (USA), Inc., has subscribed to TNS services for more than 13 years and enjoys the “responsible and fast” approach that SSOC offers.

"The new SSOC system illustrates problems in a way that is very easy to understand,” he said. “It is a very cool service that I highly recommend to others.”

In fact, Patrick O'Sullivan, who is IT director for a Bay Area defence contractor EndWave Corporation, is so satisfied with SSOC that he declared, “I love your monitoring!”

In the future, Yeung said SSOC clients can look forward to more advanced features, making the service an even more invaluable monitoring and management tool.

TNS will continue to provide the best service and support to its client base.  TNS features up-to-date consultation, design, implementation and maintenance services to provide solutions for not only present, but also emerging computer-networking technologies.  Experienced associates meet the needs of clients in a quick, efficient and courteous manner.  Providing ethical service combined with years of experience are the hallmarks of TNS.

Headquartered in Santa Clara, CA, Triware Networld Systems, L.L.C. is a leading computer network related service & support provider covering the San Francisco Bay Area. TNS has been highly successful since founded in March 1991, with 100% of its business originating from referrals.