Technical Info

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Server Management
Desktop Services
How our platform works
Network Security
Backup and Recovery
Help Desk

Server Management

This is a complete, 24/7 server monitoring, remediation, maintenance and management solution. Typically, a single server generates between 10-20 alerts per day. Our engineers watch the alerts, analyze them and intelligently escalate issues. Our engineers will monitor and troubleshoot server problems based on alerts and early warning information received. Palmetto Computing provides 24/7 advanced remote monitoring and management of windows servers - including applications designed for small and medium sized businesses. Palmetto Computing troubleshoots alerts that arise while monitoring these systems. Palmetto Computing also checks for viruses and event logs to identify and resolve these issues. Palmetto Computing covers the following and more:

Support

Unlimited Support
24/7 monitoring and troubleshooting
Windows 2000/2003/2008 Server support
Windows Small Business Server support
Backup Monitoring and Administration

Maintenance

Event Log Monitoring
Drive Space Monitoring
Log File Maintenance
Microsoft Patch Management
Service Pack Installation Early Warning and Preventative Maintenance

Security

User Account Administration
File Sharing Permission Administration
Security Administration
Anti-Virus Management

Desktop Services

Palmetto Computing provides a complete solution for managing, maintaining and supporting desktop computers throughout your organization. Palmetto Computing ensures that your computers are functioning properly, protected and secure. We'll keep your computers operating at peak performance so your employees can do the same. Palmetto Computing regularly deploys patches and updates virus definitions. Other services are included such as performing desktop tunings like Defrag, Scandisk, Paging file optimizations, bottlenecks, etc. Palmetto Computing also deploy updates to software and service packs and supports off shelf products and third-party applications.

Preventative Maintenance Schedule

Spyware deletion every day
Asset Data collection every Monday and Thursday
Temp File deletion every Tuesday and Friday
Anti-virus updates every four hours
Patch Assessment every Wednesday
SMART check every Monday and Thursday

How our platform works:

Palmetto Computing proactively monitors your network devices. Devices such as computers, servers, firewalls and more. So even though we are not always at your location, we are proactively monitoring your network ensuring that your IT operations are running smoothly. At Palmetto Computing, we emphasize both people and technology. We know that it requires the watchful eyes of our engineers and automated tools to proactively monitor your network to keep your IT operations running smoothly. Here's the step by step process highlighting how this works:

Palmetto Computing installs a small program on your computers and servers.
Your computers securely communicate with the data center.
Palmetto Computing monitors a broad range of network devices such as computers, servers, firewalls and more.
Palmetto Computing proactively manages these devices. This includes management of your antivirus, antispyware, patches, backup and more.
Your Palmetto Computing team notifies you of any potential issues and fixes many of these problems before they even occur.
If you encounter a problem, you can contact our help desk or one of the engineers on your assigned team. With your permission, your Palmetto Computing engineer can immediately remotely access your computer and resolve the problem immediately.

Network Security

Firewalls, biometrics, authentication, ssl, vpn, ipsec, 3des, encryption, viruses, spyware, web attacks, content filtering. Does all this confuse you and cause you to scratch your head?

Don't worry, your Palmetto Computing team will not intimidate you by using technical terminology. We understand that your core competency may not be technology. Not only will your Palmetto Computing team take care of all of this for you, but your team will use every day common language so you have a good understanding of these services. IT security is one of our strongest areas with extensive background and knowledge in this arena. We will work closely with you to determine the best security strategy for your company to minimize your risk. If you are interested in learning more about IT security you can also read below on some of the basic definitions of the different security technologies.

Firewalls and VPN
Encryption
Content Filtering
Authentication
Intrusion Detection/Prevention
Penetration Testing and Vulnerability Assessment

Firewalls and VPN:
Firewalls and Virtual Private Networks protect your organization's digital assets from external threats while providing secure access. Palmetto Computing will work with you to find the right solution for your organization. Our firewall partners also offer VPN solutions as a dedicated appliance or as part of the firewall. Organizations using VPN extensively will want to look at a dedicated VPN appliance. IPSec VPN has been the technology of choice for most organizations. Many are beginning to embrace the newer SSL VPN technology for secure remote access.

Encryption:
This is the process of encoding information in such a way that only the person or system with the key can decode it. The product suite we provide protects data and communications with strong, proven security. These solutions are used to secure emails and attachments, files and folders, and entire hard drives.

Content Filtering:
Uncontrolled web access can have a negative impact on individual productivity, network performance and your organization's bottom line. With web filtering you can actively monitor network use and abuse in your organization. These solutions include more than limiting unauthorized web surfing. These solutions will also protect your network from being exposed to Web based email, file downloads, IM, and P2P. More importantly these solutions decrease your organization's legal liability and significantly increase network and employee performance.

Authentication:
Traditional password authentication requires one factor to gain access to a system. With multi-factor authentication you are required to use multiple forms of authentication to gain access to a system. This can be in the form of biometrics, tokens, or smartcards.

Intrusion Detection/Prevention:
This is commonly referred to as IDS or IPS (Intrusion Detection/Prevention System). This technology detects all types of malicious network traffic and computer usage that can't be detected by a conventional firewall. An IPS is typically composed of three components. First, there are sensors that generate security events. Second, there is a console that monitors events and controls the sensors. Third, there is a central engine that records events logged by the sensors. IPS can be network based or host based. Network based IPS monitors network traffic while host based IDS consists of an agent that monitors all activity on that host.

Penetration Testing and Vulnerability Assessment:
Security attacks can come from anywhere - outside hackers, internal users, branch offices, remote users, or business partners. Can you honestly determine how solid your existing security infrastructure is? Would you like an objective assessment of your company's security? The purpose of this is not to sell or recommend a security solution. The purpose is to provide an unbiased, impartial and updated report on your organization's vulnerabilities. To uncover any bugs, configuration changes, vulnerabilities or human error that could expose your network to hackers.

Backup and Recovery

As a small business your data are as important as the data stored by large enterprises, however your information is likely at far greater risk. Without the time to routinely back up your data, you are just one virus way from major data loss. Studies have shown that 65 percent of businesses that lose computing capabilities for over one week are never able to recover, and subsequently go out of business. The bottom line is that it's not the size of the organization that determines the value of the data. Mission-critical data is mission-critical regardless of who produces that data and it deserves appropriate protection.

One of the things that Palmetto Computing can do is back up both your servers and computers to an appliance on your local network. We then also securely back that up to an offsite data center. So you have a local back up in the event that a computer crashes, and you can instantly recover that computer. You also have an offsite backup in the event of a disaster such as a flood or fire. Your team at Palmetto Computing will manage and monitor this entire process for you.

Help Desk

In addition to your assigned team, Palmetto Computing provides you with help desk service which allows you to be more productive by quickly resolving technical problems. We provide you with a number and this becomes your company's IT help desk. This service operates Monday thru Friday between the hours of 8am-6pm eastern time. Our help desk's goal is to emphasize a first call resolution. You can choose to contact your team directly, enter requests online or call us at the number for immediate support.

How it works:

Your employee calls the help line or enters a request online.
The help desk engineer answers the phone and asks for your employee's contact information.
The engineer creates a service ticket, identifies the problem and takes care of the critical issues over the phone.
Non critical issues that are beyond the scope of the help desk are forwarded to the Network Operation Center (NOC) and are resolved within a day.
For issues that require hardware installations or an onsite visit, we will dispatch your assigned Field Engineer to your office.
Once the technical issues are resolved, the service ticket is marked as work completed.