24/7 Managed Services
We pride ourselves on excellent customer service. Portola takes the responsibility of monitoring your data center around the clock, offering 24/7 onsite and virtual support to put you at ease. Whether you need to work with our stellar help desk or senior-level engineers, Portola has you covered.
Service Desk Essentials
- PC Maintenance
- Triage and Monitoring
Service Desk Advanced
- PC Maintenance
- Triage and Unlimited Remote User Support
- Managed Security
- Maintenance and Monitoring
Portola NOC 24/7 Coverage
- Fixed Fee Managed Server & Storage Maintenance
- Monitoring and Support for PC & Mac Systems
- Includes remote troubleshooting and triage
Portola Core Care
- LAN/WAN infrastructure monitoring
- Maintenance and configuration backups
Portola-N.O.C – Protection 24/7
To maximize the efficiency and value of Client’s computer systems, local-area-network, and wide-area-network, the following services are provided under the scope of Portola-N.O.C contract.
Backup and Fault Tolerance: Periodic testing of hardware components
Review backup log and test archive drive by restoring a file – Review UPS log for power issues, proper operation, and self-testing of the UPS.
Security: Periodic testing of access security
Utilities to test Active Directory databases (Microsoft Baseline Security Analyzer) – MBSA – Microsoft Baseline Security Analyzer – run and address any issues – Exchange – review mailbox size and usage, delete terminated users – Anti-virus – Review virus and malware logs.
Proactive Server Updates: Maintain a current environment to support new and upgraded applications
Load operating system support packs and patches – Review and report available firmware upgrades – Update virus scanning software signature/data files – Apply Windows application patches and updates (applicable critical and applicable security patches only) – Review and report required Directory Services maintenance.
Proactive Server System Maintenance: Mitigate downtime and create a stable environment
Check disk statistics, drive mirror status, disk defrags – Check fileserver operating statistics (cache, etc.)
Core Network Documentation: Reduced cost through standardization and maintenance of current documentation
Ongoing server documentation (hardware, software, capacity planning etc.)
Monitoring & Alerting
Availability Performance Integrity – Site Down – CPU Usage – Software Installs – Server Down – Memory Usage – System Profile Changes – Internet Down – Disk Usage – Registry Changes – Service Down – Reboots – Process Down – Port status – Application – Patch Management – Security Updates
Status reports and alarms reviewed daily from hours of 7:00AM to 5:00PM. Critical alarms (site down, internet down, critical application or server down) are escalated to an on-call engineer 24/7.
Month-end status reports distributed to client contact via email.