Hosting
We provide a range of solutions for hosting and support services, including the option of rackspace on our own internet connection, or we can manage specialist hosting services at selected ISP’s depending on your specific security, performance and bandwidth requirements.
All hosting services are supplied with web statistics from log files analysis to more complicated website analytics and e business intelligence as required.
Creative and Marketing Support
KMP can be retained and be on hand to create text, graphic or photo assets quickly and support your in house marketing and content management teams. This might extend to updating the home page look and feel, making sure that content is controlled and pictures and text provided by in house authors are managed within the set brand guidelines.
Often our services are used for ongoing e-marketing services such as creating specific campaigns for site banners, emails and landing pages for email marketing campaigns as well as search engine marketing campaigns.
Technical Support
KMP has a unique approach to Technical Support Services, with a blend of Agentless and Agent-based technology and expertise. Support is available from weekdays 9-5, up to 24/7/365, whichever suits your business requirements. We support a broad range of technologies from open source PHP through .NET to Java and from desktop to enterprise applications.
Our service offering covers the following:
- A team of skilled engineers to provide round the clock support.
- Provide on and off site assistance if required.
- Work within a four-tier severity structure.
- Remotely monitor and proactively deal with issues of disk space, memory, availability and service performance.
- Manage the server backup routines.
- Provide effective recovery procedures.
- Support application and database software above operating system.
- Manage third party providers.
- Work within customer change control procedures.
- Report on service issues and performance on a monthly basis.
Agentless Monitoring- HP Sitescope
KMP recommends the use of industry standard Agentless monitoring software, SiteScope from HP for all of our Technical Support customers. Sitescope monitors the availability and performance of distributed IT infrastructures—including servers, operating systems, network and Internet services, applications and application components. The use of this Agentless technology often means that you hear from us that a fault has been rectified even before you knew a fault had occurred!
Expert Engineers
Our Agent-based service provides each customer with two engineers on call, split into 1st and 2nd line status. Both engineers carry mobile phones to which they receive immediate SMS alerts from the Sitescope monitoring software if there has been interference with the availability of any part of the service for more than 5 minutes. Our 2nd line support ensures that the 1st line support engineer has received the alert and is activated to the issue. If for some reason the 1st line engineer is unable to respond, then the 2nd line engineer reacts to the issue.
Our tried and trusted procedures mean that we immediately raise any issues with our customers telephone helpdesk after the fault alert has been received. The engineer then continues the pathway of communication until the call is resolved. We then provide a description of the resolution to be contained within the customers call log.
Speak directly to an expert, not a call centre.
At the centre of our Technical Support is a dedicated support hotline, which is re-directed to the 1st line support engineer’s mobile. This means that our customers speak directly to someone who knows their application inside out and valuable time is not wasted relayed information via a call centre. If necessary your helpdesk system can also raise any calls directly with the engineer and commence the logging and tracking of the resolution times.
Efficient Remote Services
Many issues are dealt with by our engineers operating remotely, using support laptops and remote access methods into the client hosted environments. During working hours our engineers are also able to use the remote access to perform remote operations on your internal servers and applications that are supported where necessary.
3rd Party Interface Support
As well as responding to customer support issues, we also continue to maintain Third Party Support for our clients should it be required. This may be an application that links or integrates with your own online application.
If the third party doesn’t provide a 24/7 Support service, we notify the 3rd party that there has been an issue with their service as soon as their call centre opens. Historically, we have also been successful at proactively chasing these providers for quick responses and resolutions to calls.
Backups
We can monitor the backup procedures at Data centres and alert customers if a backup fails or if required provide full remote back-up services with one of our partners.
Disk Space
Our Sitescope monitoring system alerts the support engineer who is on call by pager, if any server exceeds 85% of available disk space. An alert at this stage means there is plenty of time to resolve the issue as there will still be a great deal of free disk space available. The engineer then zips-up old log files and clears down backup files as necessary.
System Upgrades
By using Sitescope monitoring reports, we are able to judge whether any of the key servers require hardware upgrades as a result of increased usage.
Customer References
The Manchester Airports Group suite of 13 web sites, including their business critical car park booking and live flight information, are built on IBM’s WWCM system, Websphere and DB2. We are on call 24/7/365 to keep their websites flying night or day.
The Chester Zoo website is built on Sitecore, a .NET platform. When it comes to its support, nothing escapes the watchful eyes of our technical experts.
If you have a web-based application that needs expert support, contact us at KMP and we will be glad to discuss with you our tried and trusted Technical Support Services.