| Question:
What are the activities that DCSERVER 'Monitoring and Maintenance' cover? |
| Answer: |
There are 4 main activities that the 'Monitoring and Maintenance' covers :
1. DETECTING that your DCSERVERS internet connection is always working.
2. UPGRADING your DCSERVER software with security patches.
3. INSTALLING new software onto your DCSERVER that you may find useful.
4. PROVIDING 24 hour 7 days a week Email/Web/Phone DCSERVER Support.
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Point 1: Why do I need to know if the Internet is down?
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If the Internet is not working, or your server cannot access the internet, you would find that outsiders would be unable to access your website. You would be unable to send or receive email. Staff may not be able to remotely access your office network via the internet.
To ensure that you are made aware of this outage situation DCLABS constantly checks your server using a very clever arrangement that minimizes Internet costs and also provides us with useful diagnostic information.
When an outage is detected DCLABS will send an automatic email (SMS if requested) to the person(s) nominated by the DCSERVER purchaser. An automatic fax is also sent which offers details such as previous outages, traceroutes and other useful technical information.
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Point 2: Why are security patches important?
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Hackers are always striving to find security weaknesses in computer software. Such weaknesses may allow them to obtain account access on the host computer. It is important that when security issues are available that your computer be patched for protection to stop hackers from exploiting such 'holes'.
The prize that hackers seek is root or Administrator access on your computer. This special type of account grants a user full control over the computer. The role of security is to prevent them from achieving that goal.
What could a hacker do with a SERVER if they find such security holes?
They can access your files on the server. Such files may contain credit card details. Other passwords. Payroll information. Product details, and many other commercially sensitive material. Hackers may delete them or change them subtlely. They may also be working for your competition.
They could access the PCs on your network. Most networks consist of Windows PCs. Such PCs are accepted as being considerably less secure than a server and would provide the hacker with easy targets (and perhaps more sensitive data).
Hackers have been known to load porn and other illegal material onto unsuspecting servers and then offer such material to other users on the internet.
SPAMMERS could use your server to email their advertising material to hundreds of thousands of users. Such activity may cause an ISP to close your account, or other companies to ignore legitimate email coming from your server.
Hackers could alter your website. They could read your email. They could destroy your backups.
Hackers can cause your server to run up a very large Internet bill. We are aware of a competitors customer who ran up a $5000 monthly Internet bill.
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Point 3 :Why do I need software installed that I won't use?
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You may not choose to use the new software we install, however by ensuring that every DCSERVER is much the same leads to easier and more effective support. The firewall is selectively opened to the outside world when users ask to actively use such software that requires such measures.
New software in the past has included
FAX capability
SQL Database Server
Data traffic logging
and many more ...
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Point 4 : Does this Monitoring and Maintenance fee cover my PC issues?======================================================================
Not necessarily.
If the PC issue is NOT related to the standard functioning of the DCSERVER then any support we offer has to be charged for at our standard rate of $125 per hour (in 15 minute blocks). If we subsequently find that the problem was not related to the DCSERVER we may be required to invoice you for the time spent resolving the issue.
However
Some PC issues (like getting an IP address, accessing the web, or sending email) are related to the DCSERVER and as such our staff will assist you in getting things running properly. Our engineers have extensive Windows Support and Development experience so can help you with the vast majority of Windows issues that relate to your Internet use.
Moving as much of your IT support onto the DCSERVER then covers such issues under your yearly DCSERVER fee rather than expensive Windows support.
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Other : What if my hardware fails?
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Every DCSERVER comes with a 1 year warranty on hardware. Due to the standardised nature of our DCSERVERS we are able to replace the system quickly whilst we fix the original equipment. Postage is paid for by the customer.
After the warranty period parts and postage are paid for by the customer. Such parts may be supplied by DCLABS or a 3rd party provider but it is HIGHLY recommended that the specified parts are used.
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Other : I'm having a problem?
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Firstly you should determine whether you should be calling your local DCSERVER reseller. In many cases they are your main front line support and understand your specific needs better than anyone. If they are unavailable then feel free to call us.
There are a number of ways that you can request help from us.
If you have a support username and password (ask us for one if you don't have one!) then log into
http://jobs.dclabs.com.au
And add your job!
Ensure you write down your Job number if you need to follow up on anything. It makes sure that our staff are talking about the same issue!
Alternatively you can email us at support@dclabs.com.au
Or call us on 03 9807 8600. If this number is unattended (rare), try 0419 500 430.
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