Global Data Systems

IPCare Security and Support Deliverables

Problems and Operations Monitoring
Proactive Event Notification
Incident Tracking
Telephone Support
Plan for Software Upgrades
Develop Processes for MAC’s
Perform MACS
Monitor Health and Performance
Produce Performance and Availability Reports
nPower Xtranet Web Portal

Problem & Operations Monitoring

IPCare Security delivers 24x7 remote monitoring of all critical components of the Security environment including:

Firewalls
Intrusion detection and prevention systems
Virtual Private Networks
Virus detection and prevention

Intelligent agents are installed on each device that continuously gathers information on availability, utilization, and operational performance, including:

Process and service failures
Resource shortages
Performance bottlenecks, including CPU, memory, disk, and swap utilization
Network interface failures and bottlenecks

Proactive Event Notification

For known incidents, corrective action is often taken automatically and the problem is resolved before our Client is aware of it. IPCare Security‘s escalation process and follow-up ensures that critical events are always acknowledged. GDS has built predetermined triggers into the system that automatically issue notifications by e-mail or pager to the appropriate contacts within our Client’s organization.

Incident Tracking

All incidents, support calls, and requests for information are well documented and tracked until resolution, including those events that may require action from a third-party service provider. Each incident stored within the IPCare ticketing system until resolution.

Telephone Support

Global Data Systems provides live technical support from Security experts that possess a strong understanding of the Client's environment. IPCare Security team is able to provide sound problem resolution promptly.

Plan Software Upgrades

As part of IPCare security, our team will assist our Clients with the planning of software upgrades and/or updates. In addition, the IPCare team will ensure that they have sufficient support from security experts to perform them. This includes firewalls, VPNs, IDSs, routers and switches that are part of the security infrastructure.

Develop Processes for Moves, Adds, and Changes (MACs)

The IPCare Security team in coordination with assistance our Client will develop processes and procedures for performing MACs within the managed environment. Consideration is given to the tools used by the Client’s internal network administrators to accept, assign, dispatch, and track functions associated with MAC orders. The GDS support team will ensure that there are agreed-upon processes for change control so that it does not disrupt work functions and existing service-level agreements.

Perform Moves, Adds, and Changes

Based upon the developed procedures for MACs, the IPCare support team will perform configuration changes to firewalls, IDSs and VPNs as expressly stated within the service level agreement.

Monitor Health and Performance of System

Using best of breed monitoring tools, the IPCare security team will monitor the Security systems for overall health and system performance. Performance monitoring includes monitoring of security devices for warnings and errors then recognizing trends for future capacity planning.

Produce Performance and Availability Reports

Security Information Management Reports are available through the nPower Xtranet web portal

Semi-annual firewall assessment that identifies all open and closed ports. A list of open and closed reports will be delivered to our Client.

nPower Xtranet Web Portal

GDS will provide a secure web portal that allows our Client to view their managed security environment, anytime. IPCare Clients will have access to view trouble tickets, topology maps and performance reports. Click here to view sample reports available through the Power Xtranet web portal.