HOW THE SERVICE WORKS

If you are opting for either the Small Business Server or Single Server Exchange monitoring service as detailed on our homepage, we can start to monitor your server within 1 - 2 working days.
If you are interested in monitoring for a larger server or more complex environment, we will prepare a quote for your consideration. In this case, we can normally start to monitor your server(s) within 2 - 3 working days, depending on the complexity of your environment. All monitoring is 24x7. However, response is normally between 09:00 - 18:00 UK. Customers needing 24x7 response can purchase this as an extra option.
We will send you the details you need to create an IPSEC VPN tunnel into our monitoring server network. This allows us to monitor your Exchange Server securely.
We configure our monitoring servers to monitor your Exchange server and alert us to issues as they arise. Our servers poll your server every 5 to 15 minutes depending on the service. If you require our remote anti spam service we will also advise you on how to modify your MX records and set your server to relay through us so that your messages go through our filtering and scanning servers
A real person will check your server on either a daily, weekly, fortnightly or monthly basis, depending on which service you have chosen. This includes checks on anti virus updates, Windows updates, and Exchange updates. Server performance and health is always checked.
If you have opted for it, we will schedule a monthly offline defrag of your database to run through the night over a weekend. We will liaise with you to determine a convenient time for this to occur.
We will monitor your Exchange Server’s backups. If you do not currently have a backup strategy in place, we will implement one for you. You may require additional hardware although this is unlikely. We will implement and monitor your anti spam protection and create any content filtering rules you require
We will resolve and fix any issues that arise. You will not be notified of every issue we resolve, though a record will be maintained for reporting. However, we will notify you if an issue requires your attention. You are welcome to request a report on your service at any time
Every month we will update the Exchange Server Best Practices Analyzer and implement any relevant recommendations for your environment. Recommendations may or may not require your intervention
You will be asked to provide us with details of 2 named individuals at your company who are authorized to log issues by email with our SupportDesk. They will be provided with the necessary email address to contact for general issues. They will also be provided with 2 emergency telephone numbers for disaster situations only. We do not provide telephone support for general issues.
All payments are carried out through the Paypal system