Network Maintenance

Performing proactive and scheduled maintenance ensures maximum reliability and the overall lowest TCO through minimising costs and productivity losses that are associated with downtime and replacement. Preventative maintenance is normally included within our standard support packages; however, we also provide maintenance services to those clients who have an in-house IT team and who want their team to be allocated to more specialised tasks.

Network Maintenance in Oceania

Our program of pre-defined and fully documented preventative maintenance tasks uses our qualified staff and industry recommended processes. These preventative maintenance tasks are performed on:

  • Server and storage infrastructure
  • Desktop infrastructure
  • Network equipment
  • Backup and security systems

Each maintenance task can be performed at a standard frequency or on a specific nominated basis appropriate for your environment. These tasks include:

  • Patch management
  • Log file review and corrective action
  • Security vulnerability testing
  • Anti-Virus and Anti-Spam management
  • Active directory account review
  • Archiving and data file management
  • Routine backup verification and test restores
  • Threshold trending and management – CPU, RAM, disk, network bandwidth
  • Application interoperability and alerts
  • Asset management tasks
  • Custom maintenance tasks developed to meet unique requirements.

Note that many maintenance tasks are performed in “real-time”. That is, we use our monitoring and IT Management Systems to automatically raise alerts based on pre-defined thresholds or known error conditions which are then actioned by our maintenance team as they happen.

Standard maintenance tasks may include (as an example):

Server

Task Scope Standard Frequency
Server Logs
Compare event logs errors and warnings against database of known errors. Investigate any "unknown" errors for severity. Escalate any appropriate errors as Incidents via maintenance team.
Realtime
Server Patching
Review Critical updates and prepare for periodic application: Confirm a suitable Change Window with the client, check backups, apply critical patches, reboot, and test server functions. Optionally apply non-critical patches depending on server role.
Monthly
Server Anti-Virus
Verify server anti-virus protection software is running correctly and virus definitions are being updated. Escalate any Virus definition update failures as Incidents. Compare Virus errors and warnings against database of known errors.
Realtime
Server Disk Capacity
Check remaining disk capacity, all relevant partitions. Establish and maintain relevant free disk space alert thresholds. Escalate any disk space threshold breaches as Incidents.
Realtime
Server Optimisation
Review the server for overall performance Examine disk I/O, RAM, CPU, check fragmentation, perform relevant clean-up tasks.
Monthly
Database maintenance
Monitor MS Exchange and MS SQL server database size, Check Message queue length, Check running processes.
Realtime
Backup Notifications
Monitor backup notifications for previous run Success / Fail. Log into servers to investigate failed notifications.
Daily
Backup Spot Checks
Perform a Backup Spot Check to manually verify Read / Write success. Select a random sample of data and perform a test restore to spare media. Verify overall backup size is commensurate with overall Customer data size.
Quarterly

Desktop

Task Scope Standard Frequency
Desktop Patching
Monitor WSUS operations to ensure correct operations. Escalate any failed critical patches for manual installation.
Monthly
Desktop Anti-virus
Verify desktop anti-virus software is running correctly and virus definitions are being updated. Escalate any virus definition update failures as Incidents.Compare virus errors and warnings against database of known errors. Escalate as appropriate.
Monthly
Active Directory Accounts
Audit Active Directory user accounts against actual user accounts. Review AD Groups for correct membership / privileges. Escalate any exceptions to modify / remove / disable accounts as appropriate.
Quarterly
Desktop Auditing
Audit desktops for compliance with customer’s IT policies. Check for unlicensed / unauthorised installed software, check internet usage, check for disk space and other issues.
Annual

Backup

Task Scope Standard Frequency
Backup Notifications
Monitor backup notifications for previous run success / fail. Log into servers to investigate failed notifications.
Daily
Backup Spot Checks
Perform a backup spot check to manually verify read / write success. Select a random sample of data and perform a test restore to spare media. Verify overall backup size is commensurate with overall customer data size.
Quarterly
Backup Media
Check age and appropriateness of backup media – escalate any requirement to replace old or degraded media or alter capacity.
Quarterly
Review Backup Scope and Retention
Verify data retention policy against actual backup media retention. Ensure grandfather / father / son retention schedule is being adhered to.
Quarterly
Deliver Annual Data
Deliver a copy of the customer’s last annual full backup to the customer’s nominated recipient.
Annual
Disaster Recovery Verification
Perform a “disaster recovery verification” per their DR plan
Custom

Security

Task Scope Standard Frequency
Firewall Logs
Audit Firewall Logs for intrusion attempts and suspicious activity.
Custom
Password Rotation
Force rotation / expiry of passwords for appropriate / agreed network users. Notify customer / service desk of password change process.
Custom
Firewall Firmware / Software
Back up firewall configurations, update configuration and reboot (May require outage window depending on HA configuration).
Custom
“Lite” Security Audit.
Simulate internal / external intrusion attacks, identify security deficiencies and escalate where present. Includes a “lite” penetration test / port scan using standard tools, and tailored for the customer environment.
Custom
Security Audit.
Simulate internal / external intrusion attacks, identify security deficiencies and escalate where present. Includes a comprehensive penetration test on all interfaces, tailored for the customer environment.
Custom