Remote System Administration Service
Our Remote Service Administration service provides worldwide system monitoring,
reporting, and system administration via a secure, encrypted (256bit SSL) session
from an authenticated browser session from anywhere our engineers happen to be located.
Features
 Comprehensive system administration services
 System configuration to a known state
 Complete system monitoring
 Regular status reports
 Bundled on-site time to allocate at your discretion
 Presale site assessment to tailor the program to your needs
 On-site configuration of your systems for remote administration
 Knowledge transfer of site configuration, and procedures for requesting
changes
Benefits
 Optimized productivity: reduce or eliminate your on-site Windows
administration workload
 Our technical expertise: your system is being managed by industry experts
who have a vested interest in your success
 Streamlined administration: provides consistency that simplifies management
of your IT environment
System Management by Our Experts
While your Windows servers and workstations are business-critical components of
your network, finding, keeping, and financing a fulltime system administrator to tend
to those components can be a challenging task. System administrators can be hard
to find and hard to keep, and they sport a price tag that is climbing in concert with
that shortage. Our Remote System Administration service offers an attractive
alternative that reduces or even eliminates your need for on-site support staff by
providing you with the entire spectrum of Windows system management tasks,
either on-site or remotely, in nearly any combination that fits your business needs.
The remote service assures you that your Windows systems will be watched over by
the people who know them best: our experts.
A Cost-Effective Solution
The Remote System Administration service is the most cost effective way to solve
your IT management issues. Whether you lack an in-house system administrator,
have a system administrator without certain specialized Windows application or OS
skills, or just find there are too many tasks for too few staff members, the Remote
System Administration service provides an efficient solution. With our remote
service, there is no need to add staff for Windows system administration, and the
workload for your current system administrator can be reduced or redistributed.
Consistent and Reliable System Administration
Most importantly, the Remote System Administration service provides a level of
stability and consistency in Windows system administration that can’t be found
otherwise. The service provides access to the enormous pool of our network’s and
{CompanyName} expertise through our organization—world-class technical
specialists who manage your systems and resolve your system requests promptly.
The risk of compromising your system’s reliability during employee turnover is
virtually eliminated.
Comprehensive System Monitoring and Reporting
The Remote System Administration service provides thorough, ongoing monitoring of
your system using our enhanced administration framework, {NameofService}.
{NameofService} provides a fully integrated support environment for achieving
levels of high availability. Our technical specialists personally manage your system
activity, utilizing {NameofService} for constant monitoring and immediate
notification of trouble spots. Monitoring includes broadband connectivity, login
attempts and failures, critical error messages, performance and availability of
designated systems, and user processes. Corrective action is implemented remotely
or on-site whenever appropriate. At scheduled times during the year, we will also
review with you the status of your system, offering new capacity and resource
recommendations based on what has been observed while administering it. Regular
reports provided by the Acertion Remote System Administration service document
day- to- day system activity and give you insight into system usage and performance
patterns. Reports include system trend analysis, call volume, downtime patterns,
security break-ins, failed logins, system availability, load peaks, resource shortages,
and performance measurements. Our technical specialists can use the reports to
help you make the right decisions to optimize your IT infrastructure.
System Administration Based on Your Business Needs
The Remote System Administration service lets you devise the best balance of onsite and remote administration for your unique needs. Your annual Remote System
Administration contract is bundled with discretionary on-site system administration
days that you can use whenever you need our engineers to perform tasks on-site.
You may also purchase additional on-site days, at a special price, for such tasks as
initial software installation, initial system configuration, and major OS upgrades.
Remote System Administration is a comprehensive support solution that is based on
a thorough site assessment—before the sale—as well as a clear determination of
your remote administration requirements and what preparations will be necessary to
bring your site to a well-defined starting point. During the initial implementation,
our engineers will discuss all steps of the implementation with you prior to
beginning. They will then install the hardware and software necessary for remote
administration, performing any reconfiguration required to bring all administered
systems to a known state for easier monitoring and management. Configuration
changes are documented and provided to you.
Service and Deliverables to Keep Your System Running Right
The Remote System Administration service provides the critical tasks to keep your
system up and running. Tasks conducted on-site by our Managed Services engineer
to enable remote system administration include:
 Assessing customer site, checking that OS level complies with the remote
management framework, and reviewing system and network security policies
 Bringing systems to a known state, installing any applications, patches, or
updates required
 Building a site database containing your system configuration and
functionality and attributes
 Reviewing our remote system administration activities, including reviewing
the service and support procedures, discretionary on-site time, and the
parameters of the service
Ongoing services include:
 Maintaining user accounts
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Installation of Front and Back Office software patches and maintenance
releases
File system management, managing software site licenses, and managing
network client services on contracted systems
Printer configuration and spooling
Monitoring
Reporting including, but not limited to, system administration activities,
problems and corrective actions taken, and performance audits of your
system
Quarterly reviews of remote system administration status and your
satisfaction
Disk and swap space management, including configuring disk partitions and
file systems and monitoring disk usage, defragmenter management
Assistance in the installation of third-party software
Identification and correction of problems in Windows operating system use
and implementation of workarounds
Periodic project status reports
Router and Firewall management
Security features include:
 Dedicated remote system administration team in the Call Center
 Multilevel login and password verification, which provides two levels of
encrypted passwords to block access to any resources to be remotely
administered
 Standard and extended access control lists, which control the transmission of
packets on an interface, restrict the contents of routing updates, and restrict
incoming connections between an established gateway and the addresses in
the access list
 Network address translation, eliminating the need to readdress all hosts with
existing private network addresses and hiding internal addresses from public
view
 SSL data encryption, which provides security for transmission of sensitive
information over unprotected networks such as the Internet
 IP packet filtering, ensuring that any incoming packet that does not have
permission to enter your site is discarded
 Transient encrypted session key (128bit) to authenticate connection to the
gateway from the portal authenticated browser session
Trust our Experts
The Remote System Administration service provides you with the best combination
of cost effective expertise and flexibility. It is part of our Managed Services offerings
designed to offer the specific services you require to keep your business running at
its peak.