Since 1994, eacs has been the expert in the delivery of IT services to the mid-market. Over the past few years, we have successfully invested in our operations to improve the service to our clients. A recent focus has been our NOC (Network Operations Center). Due to our recent growth, we needed a more efficient and time-effective process for our backup checking and remediation. For a complex environment such as our own with 200+ employees and over 2,200 servers, we focused on building an end-to-end monitoring solution for our backups that could work alongside our other backup applications and possessed scope for expansion.
eacs invested in a solution called Backup Radar for our backup monitoring and compliance, and following successful testing, we saw an immediate improvement in our processes. Now virtually all manual processes have been removed, allowing our time and resources to be better spent elsewhere for our clients. Our team can now focus on preemptively solving problems rather than simply fighting the same fires each day. Instead of sometimes spending 90% of the day doing backup checking as we have done previously, it’s now been cut to around 10% thanks to Backup Radar. This leaves us with significantly more time to spend on remediation, repairs, and special projects to the clients’ environment.
Within 30 minutes of a backup problem being identified, we are able to reach out to our clients and help them make faster decisions about their IT infrastructure. With intelligent ticketing, automated email escalation and custom alerts, our team have become more proactive in the way we work and solve issues. Our NOC can even develop add-ons to our client’s environments that can bring additional value across all their managed services.
Our NOC now has the tools and ability to analyse past backup failures to see what adjustments can be made. For example, if there’s a consistent time when a failure occurs or a factor that has affected multiple clients, our team can use this information to solve problems elsewhere that haven’t even happened yet.
As the security and management landscape evolves, eacs has noticed that compliance measures are becoming of utmost importance to our customers. Therefore, we’ve recently invested in our automated compliance reporting to ensure timely and accurate data relevant to each customer’s needs. We can now quickly and easily report on what actions are happening and the remediations that are taking place, giving confidence and reassurance to our customers.
The main beneficiaries of this investment are our customers, who have greater peace of mind regarding their backups and the safety of their valuable data. Meanwhile, we’ve found that less time is being spent on checks and more menial tasks, and therefore more of our resources can go into system improvements and productivity gains.