Technology
Problem |
Underlying
Cause |
How a Support
Plan Helps |
| 1) |
Our Backup regularly fails, yet we have the latest hardware & software |
Software and data is always changing (stored data can
increase dramatically overnight). Files are left open,
documents get corrupted, the tapes and heads get dirty. |
Regularly restoring data from the backup will verify
that data is being correctly written to the tape and not
lost through incorrect storage and transport offsite. Regularly
cleaning the drive will ensure longevity. |
 |
| 2) |
We still get Viruses even though we have
the latest software |
Virus definitions are not up to date. Background scanning
has been disabled, or stopped. Security patches haven't
been applied on the server. |
By ensuring that you have the latest virus definitions,
that all computers are scanning correctly, and all security
patches are applied to the servers and workstations. |
|
| 3) |
We have a firewall but our systems were hacked |
Hackers and viruses discover bugs in common software
and then exploit these to gain access. |
Security patches and updates are released weekly and
need to be applied in order to prevent unwanted access,
even if you have a firewall. |
|
| 4) |
Our systems keep crashing |
All software, including Windows will become corrupt after
a period of time. This causes crashes, computers to run
slowly and other system instability, which further exacerbates
the problem. |
Regular de-fragmenting of the hard disk, applying operating
system updates and patches, and also reformatting and reinstalling
all software from scratch, will improve the speed of computers
and make them run much more smoothly. |
|
| 5) |
We don't make full use of our computer systems |
Computer software is improving all the time and most
people make use of less than 20% of their systems’ capabilities |
Having an engineer onsite at regular intervals means
that all staff are able to ask questions and get answers
on the spot. Where possible, we can also provide basic
training. |
|
| 6) |
Our server Hard Disks crashed and we lost
all data, had a large bill to rebuild the server, and we
were without it for 3 days. |
Hard disks are physical devices that spin at over 7,200
RPM every minute that the server is on. Over time they
wear out, and eventually fail. |
Each time the server encounters a problem while attempting
to store data on the hard disk, it makes a record in the
systems logs. Checking these logs enables us to predict
the likelihood of a hard disk failure before it happens. |
|
| 7) |
We are downloading too much from the internet
and believe staff are using it excessively for non work
related activities |
Lack of understanding by computer users means that every
time they click on a page they are downloading data. Usually
only a couple of people abuse their Internet privileges. |
Regular reporting on Internet downloads and Internet
sites accessed identifies excessive internet users, and
allows management to communicate an “acceptable use” policy
to key offenders. |
|
| 8) |
Our Hard Disks crashed and we lost all our
data even though we have a RAID |
Most RAIDs allow for one disk to fail without any disruption
or data loss. If two disks fail, all data is lost. Without
maintenance, a disk failure is likely to go unnoticed,
until whatever caused the first disk to fail, causes a
second disk to fail. |
Monitoring the status and performance of each individual
hard disk that comprise the RAID, will detect disks that
have failed and often ones that are likely to fail. Replacing
them in time, will prevent an extremely costly system failure. |
|
| 9) |
Our computers keep freezing |
Overheating due to worn-out and dirty fans. |
Regularly cleaning or replacing all CPU fans (provided
free as part of your Support Plan). |
|
| 10) |
Our Server is unreliable and unstable |
A server runs many programs at once to provide mail,
printing, security, internet, file storage and other services.
Although these programs are separate, they have to coexist
on the same server. Different versions, updates and/or
patches can all create issues and cause the server to be
unstable or crash. |
There are many log files in the server that provide detailed
histories of events that occur on the server. When viewed
by an experienced engineer, these provide information to
rectify the cause of a problem and prevent it from happening
again. When all major and minor issues in the log files
are resolved, the server becomes much more reliable. |
|
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