IMC's Storage And Network Technical Support
Our technical support capabilities are both automated and manual. Our network management system continually monitors the performance of our applications, network and storage devices and runs sophisticated diagnostic checks periodically. For instance, if a controller on a storage device malfunctions or underperforms or bandwidth falls below an SLA threshold, the system instantly alerts tech support staff by text message.
Usually our automated systems detect system problems before the customer is aware of them. In the event customers detect problems first, they can phone or e-mail tech support round the clock. We supply first-level tech support staff for trouble tickets, and if they are busy the calls or e-mails roll over to an administrator on-call.
We provide 99.5% to 99.9% uptime, depending on the customer, with monthly downtime for maintenance of storage-related hardware, networks and software.