Proactive and reactive maintenance

Information technology system maintenance refers to the proactive and reactive actions required to maintain an IT product/system throughout its life cycle.

Proactive and reactive maintenance is performed on an implemented computer and network user equipment (data storage systems, server and network equipment, workstations, mobile devices, WiFi equipment), on equipment that provides access to the Internet and Internet services, on operating systems that run servers and services, and systems and services that run on public cloud platforms.

Proactive maintenance

Proactive maintenance is carried out to improve the functioning of the information and communication system and it is directed at improving certain segments of the system that are perceived as inappropriate to the expectations of the business environment and business process support needs, and as a threat to the system security. Proactive maintenance also includes regular monitoring of the use and operation of resources and taking corrective action in the event of malfunctions. Also, proactive maintenance includes recommendations to the client on how to improve their information and communication system using existing resources or new technological solutions.

Proactive maintenance includes:

• Continuous monitoring and control of equipment on implemented solutions

• Monitoring of active services

• Activities to solve problems identified through supervision

• Implementation of hardware-software support

• Implementation of security patches

• Regular monitoring and adjustment of all equipment parameters for the optimal and correct operation of the entire solution

• Maintenance of technical documentation on the state of the system

Reactive maintenance

Reactive maintenance occurs in response to reported or detected operating difficulties. Reactive maintenance means determining and eliminating the causes of downtime in the operation of maintained systems and services. It is performed upon the report of a standstill or observed malfunction in the work by the client or if such a malfunction is established without a report. This form of maintenance includes reporting to the client on the causes of the problem and the actions taken to return the system to the condition it was in before the problem occurred. Through reactive maintenance, it is possible to perform changes and functionality upgrades of the IT infrastructure following the requirements of the customer. This form of maintenance is realized at the request of the client and means adapting the subject of maintenance to the needs of the client by changing system parameters or developing new system elements to expand functionality (installation and upgrades of operating systems, security elements, etc.).

To provide our customers with a high level of support, we have provided:

• NOC (Network Operating Center) - automatically generates reports related to system irregularities, which allows experts to solve problems before escalation

• 24/7 available Help Desk (customer support) - each application is linked to a unique number of items on the Help Desk portal

• SLA (Service Level Agreement) defined by the manufacturer to its contract users:

  • classification of applications by urgency and impact

  • replacement devices for peripheral IT equipment if the fault cannot be rectified within 48 hours for contractual partners

  • replacement devices if the fault relates to active network equipment and servers, and it is not possible to eliminate it within 12 hours for contracted partners

  • warehouse of original spare parts

  • availability of all associated components (HW / SW) through authorized partners and distributors