Managed Services & Support

EDCI USES THEIR NETWORK OPERATIONS CENTER TO MONITOR AND MANAGE YOUR BUSINESS WITH SPECIFIC TOOLS THAT INCLUDE ROOT CAUSE ANALYSIS AND SLA MONITORING.

Short system downtime windows, limited off-hours staffing and lack of skills to perform this work needed are risks many managers face.  Our managed services involve a multi-vendor approach that leverages our Network Operations Center (NOC) to keep your systems running while you focus on other business priorities.  Working with our Services Delivery Manager, you direct the activities on your systems.  As a facet of our service, you will also have access to analytics that can assist in managing your enterprise systems – in place of the noise of many system alerts.  EDCi offers 24×7 SLA-based monitoring and management of all types, from on-premise to cloud.  We provide multiple service levels from event monitoring and escalation, to SOP-based remediation and incident management, to full problem management and root-cause analysis.

Monitoring & Management

We can monitor and manage anything with an IP address, including desktops, laptops, servers, managed switches, routers, firewalls, gateways, VoIP switches, phones, printers, faxes or scanners, off-the-shelf and custom applications, environmental control devices and specialized equipment, internal and external websites, SaaS and Cloud resources, virtual machines and much more.

Alert Management

Using our RMM tool we provide 24 x 7 Monitoring and Alerting providing the ability to identify issues much faster and can be addressed proactively. With rapid resolution and problem prevention, we will substantially reduce the costs associated with downtime (lost productivity, lost opportunities and service costs)

Service Requests / Tickets / MAC's

We leverage our support portal to assign tickets and to manage service requests for small, repeatable tasks, such as moves, adds and changes (MAC).

Root Cause Analysis

EDCi will perform a Root Cause Analysis (RCA) for all P1 outage incidents to identify the underlying problem. Both the outage incident and the root cause resolution incident will be linked for easy review. It is possible in some situations that a root cause may not be able to be determined.

Proactive Patching

Using extensive automated patching capabilities for Microsoft Systems and software-based on Windows Software Update Services (WSUS), we can ensure customer assets and data are protected with immediate patching direct from Microsoft.

Reports & Analytics

A vast array of standard reports are available that provide a wealth of information about your infrastructure, whether it’s an Executive, Security or IT Manager. The reports provide everything from asset and inventory, to security and compliance, to operational health of your environment.

Remote Help Desk

Our helpdesk is designed to deliver a premium helpdesk experience at a price that meets your budget. We understand that every organization utilizes unique software applications to run their business. We have a track record of success working with all types of businesses and pride ourselves on being able to understand your needs.