SERVICE & SUPPORT OPERATION CENTER
TNS offers affordable,
proactive network monitoring
After several years
of concept design and development, combined with decades of
accumulated experience in the Information Technology field, Triware
Networld Systems (TNS) is now offering an affordable, innovative solution
for small- and medium-sized businesses that are looking for
top-of-the-line monitoring capabilities.
monitoring services, TNS’s Service and Support Operation Center
(SSOC) detects some of the problems with your organization's network, server hardware,
operating systems, server applications and network environment
before they even occur.
Intelligence (AI) engine, developed from both the IT support and
end-user points of views, give our clients more than enough time to
repair and troubleshoot problems to avoid potentially disastrous
situations. In addition, SSOC carries out all services without the
need for costly dedicated on-site server hardware, software and
connections to our SSOC.
most network monitoring services can tell you when your website is
down, but they probably won’t be able to tell you why, much less
helping you to fix the problem. Here at TNS, we understand the
importance of identifying the problem in order to carry out an
With that said,
wouldn’t it be even better to know when your website may potentially
go down and prevent it from happening altogether?
SSOC can do
that and more. If your web server is running out of resources or
hardware is degrading, such as a hard disk failure with the RAID or
even a broken fan, SSOC will be able to tell and take corrective
action accordingly. On top of this, SSOC monitors all of your major
operating systems, including Microsoft Windows, SUN, HP, IBM, UNIX,
Linux, NetWare, and even Macintosh and AS400.
monitoring is far from being a new concept. In fact, companies have
been offering professional network monitoring services to small- and
medium-sized companies for almost a decade.
But even today,
most services only detect problems after it is too late, and most
monitoring is focused on the end-user’s point of view – see what the
end-user sees at the same time or later and the services do not
include helping trouble-shooting the causes. The majority of today’s
monitoring services also do not cover the full range of IT hardware
and software, from network devices, server hardware and operating
systems to environmental issues like temperature, moisture and
humidity. Nor do other monitoring services allow businesses to
extend monitoring to peripheral equipment like bank’s ATM machines.
San Jose Credit Union (SJCU), a credit union that has
been offering top-notch financial services to San Jose residents
since 1932, has avoided and recovered very quickly from many
potential downtimes thanks to SSOC since July 2003.
The credit union was also one of TNS’s first clients to take advantage
of our state-of-the-art SSOC when it first came out in July 2003, providing
around-the-clock monitoring and management to clients without the
need for expensive investment.
SSOC detected a dead router in SJCU’s San Jose City Hall branch one
weekend. Another time, the router cable was unplugged by accident.
By alerting SJCU of the router failures, our client was able to
avoid significant downtime by replacing the dead router the
following Monday with our engineer’s help and fixed the cable
problem the same Morning.
detected other potential problems for SJCU, including: server
application failures, backup services failures, inadequate disk
space in the firewall logging area and ATM machines downtime.
IT engineer for
SJCU, said SSOC has been so effective
that the union no longer needs to worry about detecting network
“When a server is acting up or there
is a security issue TNS usually catches it before we see it here in
the office; that’s how good their service is,” MacArthur said. “It's
a nice feeling knowing that someone monitoring our network for us
all the time.”
“The best everyday benefit of having
SSOC is the 24x7 support we get,” he said.
How it works
Developed and integrated in-house, SSOC runs off redundant Internet connections
using both T1 and wireless links scalable up to 10 MB and redundant
fail-over routes using BGP connecting through the T1 and wireless
connections. In addition to that, multiple redundant and fail-over
monitoring and managing hosts are set up to provide the best
possible uninterrupted services.
With SSOC, TNS engineers are able to
detect most potential problems with any of our clients’ Internet
services (SMTP, HTTP, FTP), system performance (CPU Utilization,
Memory Usage, Disk Space, Event Log) and services and processes
(Exchange, SQL, Oracle, Domino). SSOC can also informs engineers of how
secure our clients’ networks are when support devices are in the
right places before a problem hits.
TNS senior partner Benson Yeung, who
has been working in the field for more than two decades, said he has
always visualized the need for such an affordable center.
“I have visualized many times the need
for a facility that would reduce the total cost of ownership for
network maintenance, while providing innovative, real-time,
proactive service and support,” Yeung said. “Turning this vision
into a reality was indeed a leap forward for TNS.”
All of SSOC’s managed nodes can be
remotely restarted, or even cold-booted, if necessary to bring back
our client’s mission-critical services.
As far as security monitoring goes,
SSOC detects most suspicious activities on our clients’ firewalls,
tracks these suspicious activities and records them as necessary.
Penetration assessment is performed on our clients’ monitored and
managed sites to ensure the best possible security for
outsourced and maintenance clients.
As part of the remote management
services, TNS will also install critical security patches for
both operating systems and server applications during late night
sessions and weekend hours to reduce downtime and increase client
Should an emergency arise, our
well-trained engineers are available to be dispatched to client
sites on a 24x7 basis.
“With the SSOC, we combine the best of
the breed in industry software solutions for each of the monitored
and managed areas, and our engineers are ready to be on the
ground-zero should the needs there 24x7.” Yeung said.
Since Triware Networld Systems (TNS) launched SSOC, the Center has grown to provide 24-hour monitoring and
managing to more than several hundreds of Monitor Points (MPs) including overseas
locations with more clients signing up 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’ mission critical devices. Environmental monitoring
add-on hardware and software is also available to clients who
monitor and manage their own networks through the TNS eStore.
Among its numerous clients, SSOC monitors international and
national servers for financial institutions, schools, worldwide
companies, defense contractors, restaurants, tour operators, venture
capital firms and software development companies.
Our 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 worldwide 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.
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
“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 the future
Yeung said TNS is never finished when
it comes to making improvements and advancements to SSOC’s
“We plan to continue making
enhancements to our current capacities to provide even more value
and solutions to our clients,” Yeung said.
We at TNS challenge you to realize the
benefits of signing up for SSOC. Please
Click Here for more information.
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