Support
At SevenC we take pride in our commitment to providing high levels of on-going proactive and reactive support and monitoring for our clients. We judge this as one of our hallmarks and the cornerstone of our enterprise. Given the complexities of modern IT systems, receiving excellent support is for you a necessity and for us, an opportunity to flex our muscle!
Although our key business procedures are well documented, and we have automated many work-flow processes, we still believe that direct one-on-one interaction with our technical experts cannot be replaced. Read here about how we respond to your support calls, how we monitor your LinExchange servers, and what our "problem escalation" sequence is.
Help Desk
Each support call from you to our Help Desk is rated according its level of urgency or severity.
Monitoring
We monitor all our clients' LinExchange servers.
It's also why our Linux technicians are specially trained to seek out tell-tale signs of problems before they occur.
And why we have developed special monitoring systems, such as Sysrep7.
Technically speaking, with Sysrep7, we monitor things like:
Escalation
Our "official" escalation sequence is shown below.
However, when you sign up with us, you'll soon realise that you can contact anyone at any time.
Just call and enjoy being able to speak to just the right person when you really need to!
At SevenC we take pride in our commitment to providing high levels of on-going proactive and reactive support and monitoring for our clients. We judge this as one of our hallmarks and the cornerstone of our enterprise. Given the complexities of modern IT systems, receiving excellent support is for you a necessity and for us, an opportunity to flex our muscle!
Although our key business procedures are well documented, and we have automated many work-flow processes, we still believe that direct one-on-one interaction with our technical experts cannot be replaced. Read here about how we respond to your support calls, how we monitor your LinExchange servers, and what our "problem escalation" sequence is.
Help Desk
Each support call from you to our Help Desk is rated according its level of urgency or severity.
| Response Times | |||||
| Severity | Description | Our Response | Response Time | ||
| Critical | An incident which renders your business unable to function. | Rapid response and attempt at resolution. You must be provided with meaningful updates every hour during resolution. | 1 hour | ||
| Major | Impact of the incident on your business is limited and does not stop you from functioning. | Timeous response and resolution. You must be provided with meaningful updates every two hours during resolution. |
1 day | ||
| Minor | Impact of the incident on your business is minimal. It's not necessary for us to find alternatives to your continued functioning. But the current situation is not conforming to your normal expectations. | You must be provided with meaningful updates every 2 days during resolution. | 1 week | ||
Monitoring
We monitor all our clients' LinExchange servers.
- You no doubt expect your business IT to "just happen"
- You expect to be notified of problems before they occur
- And you expect a longer-term commitment from us.
It's also why our Linux technicians are specially trained to seek out tell-tale signs of problems before they occur.
And why we have developed special monitoring systems, such as Sysrep7.
Technically speaking, with Sysrep7, we monitor things like:
- The functioning of LinExchange's underlying Linux operating system
- LinExchange's disk space
- LinExchange's memory usage
- Was there any unusual behaviour on the systems?
- Were there any attempts to hack into the system?
- Were there any unusual reboots, and so on.
Escalation
Our "official" escalation sequence is shown below.
However, when you sign up with us, you'll soon realise that you can contact anyone at any time.
Just call and enjoy being able to speak to just the right person when you really need to!
| Escalation Sequence | ||||
| Reception | ||||
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| Support Help Desk | ||||
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| Support Technicians | ||||
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| Principal Engineer | ||||
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| Managing Director | ||||