Remote Technical Support
7X24 PROACTIVE MONITORING TO IDENTIFY ISSUES EARLY
Operating from our purpose-built headquarters in New Jersey, the CDS global services team are monitoring customer hardware 7x24x365. Extensive industry experience, combined with our unique heartbeat monitoring system Raytrix ESS™, allows us to identify potential issues long before they can take your systems offline.
Raytrix MVS provides fully secure remote access to your systems, so our engineers can work on your systems whenever needed. All issues are reported by Raytrix MVS, and this proactive approach allows us to resolve issues so quickly that you may not even realize there was a problem.
For client systems equipped with email notification, every event is reviewed by our L2 and L3 engineers. They then determine if an alert is critical to the operation of the storage array, and re-prioritize incoming jobs so that issues requiring immediate attention are dealt with effectively.
EXTENSIVE DIAGNOSTIC SERVICES
Every Level 3 engineer at CDS has at least 15 years' experience – many spent working for OEMs like EMC and NetApp. In the event of a storage system issue, all this hands-on knowledge is at your disposal.
This industry experience is enhanced by our in-house hardware labs where we test every system used by our clients to destruction. These tests provide insights into failures and problems that are common to each platform, reducing the time it takes to diagnose faults, carry out repairs, or arrange site visit by one of our engineers.
Our extensive experience has been distilled into the CDS Common Knowledge Database, providing a central point of reference for every storage hardware issue encountered – including all alerts and events raised by Raytrix MVS. This information allows our engineers to identify and solve hardware issues quickly – even if they have never encountered them personally.
THE COMMON KNOWLEDGE DATABASE RESIDES IN 3 CDS LOCATIONS, CONSTANTLY SYNCHRONIZED AND BACKED UP TO ENSURE THE INFORMATION IS AVAILABLE 7X24X365.
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