Agio Remote Monitoring and Management

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1 Remote Monitoring and Management s Remote Monitoring & Management is a 24x7x365 service in which we proactively manage your infrastructure and IT environment to make sure it s in a healthy state and stays that way. What does a healthy state mean? It means a reduction in downtime through early detection and remediation of issues. It means a managed and controlled environment with full reporting and accountability. And it means an increase in your end-user productivity through system availability, efficiency and performance. s Remote Monitoring & Management is a holistic service that includes: NETWORK SERVERS DATABASES STORAGE APPLICATIONS BACKUP & RECOVERY CONTACT SALES (877) agio.com

2 THE OFFERING We achieve a healthy state by troubleshooting and monitoring performance, collecting data and trend information, capacity planning, and deploying changes to your servers. Our monitoring and management options include: LEVEL 0 MONITORING Basic monitoring with all alerts escalated to your team directly. provides the monitoring tools and resources, and your team completes all corrective actions. LEVEL 1 MANAGEMENT Basic monitoring with the additional responsibility of carrying out remedial actions as indicated by you. For example, restarting services or rebooting systems. LEVEL 2 MANAGEMENT Level 1 support with the additional responsibility of providing full system administration, problem remediation, proactive root cause analysis, capacity planning, and system patching and updating. LEVEL 3 MANAGEMENT Level 2 support with additional engineering responsibilities, such as architecture and design of new technology platforms, in collaboration with your business and technology teams. Additionally, our experts can access our custom infrastructure management tool from anywhere at any time so there is never a single point of failure in terms of our systems or people. As an client, you also have access to this tool, offering you a transparent view into what s happening in your environment at all times. WHY IT S DIFFERENT Transparency is critical, and we think you have the right to it. That s why we developed a custom monitoring application called Monitoring System (AMS) that allows us to effectively monitor your infrastructure in real-time, while providing you with complete visibility. With AMS, we monitor devices, users and applications across the entire IT infrastructure on premise, in the cloud or a hybrid model from this single, unique application. AMS combines security, performance and availability with monitoring via powerful real-time analytics to rapidly identify security incidents and operational issues, keeping your business running with minimal disruptions. Imagine being able to see into your entire environment from behind a single pane of glass; this is the essence of AMS. By leveraging our AMS tool, s Management Service offers five distinct benefits over traditional monitoring solutions: 1 2 CROSS-DOMAIN VISIBILITY The AMS tool spans servers, storage, network, virtualization, databases and applications to automatically cross-correlate metrics in real time, while weaving a sophisticated security event management service throughout the entire solution. BUSINESS SERVICE MANAGEMENT The AMS tool provides an automated and scalable means to define business services, associated applications and infrastructure resources, understand dependencies, monitor key performance indicators and proactively monitor delivery of the business service.

3 3 4 5 ROOT-CAUSE ANALYSIS The AMS tool rapidly isolates, in real-time, the root cause of security and network issues, which is especially valuable in virtual environments. CONFIGURATION MANAGEMENT DATABASE (CMDB) The AMS tool automatically discovers and populates CMDB for server, storage, network, VMs, applications and end users, providing a complete repository of all components across the environment, as well as full auditing and reporting of configuration changes and patching. SCALABILITY A single instance of AMS can monitor applications in data centers, private or public clouds, and remote offices. Most importantly, your environment remains secure. Our implementation is non-intrusive with no agents installed on any of your devices. AMS utilizes a locally deployed physical or virtual appliance to collate and transfer logs, using 256-bit AES encryption, to our centrally managed supervisor. All data communications are one directional appliance to management supervisor providing you with full control and auditing of changes to your system. With AMS, you can entrust the granular monitoring to our 24x7x365 technical expertise and support. also utilizes a change management process that applies a set of controls to updates made in your environment, indicating the reason for the change as well as the responsible party who made it. The process acts as a safety net by making sure that any change is well thought out before it is made, ultimately resulting in more purposeful actions and less mistakes. The process itself also creates a detailed log, accurately documenting changes to your environment, to be used as a future reference for troubleshooting as well as a transparent record for you to use for decision-making purposes for your environment. s process is aligned with industry best practices for change and incident management.

4 Remote Monitoring & Management Topology Client User Client Primary Site Secondary Site RDP, SSH, Telnet Remote Access Server Collector Tertiary Site Collector Enterprise Service Platform ESP Dashboard Client Cases Service Algorithm Case 8 9 Secure Client Connection Systems Overview SO Dashboard Events Rules 5 Alerts 6 7 Incidents Monitoring System Server Support Desk

5 WHY AGIO? We are committed to delivering superior service to each and every one of our clients, and we invest in our people, processes and technology to realize this goal. Whether through the development of proprietary software that enables full service transparency, or the acquisition of a robust security division, our understanding of our clients needs and our passion for service drive continual evolution and meaningful progress, keeping us at the forefront of the industry. AGIO ESP Enterprise Service Platform (ESP) provides unprecedented levels of insight and transparency into the overall service process by providing clients a real-time view of all open cases. Utilizing a scriptable heuristic algorithm, advanced data mining techniques and predictive analytics, ESP automatically prioritizes open tickets based on select inputs. By constantly evaluating and monitoring the priorities of your specific environment, we are able to build and retain an institutional knowledge base to service you more effectively every day. INTERNAL GOVERNANCE & SECURITY In today s environment of ever-evolving security threats, employs advanced protection at every level, from compliance-managed password vaults and secure network connections, to the careful selection of technology tools. services are backed by documented liability and confidentiality warranties in our MSA, and we re fully compliant with SSAE 16 SOC Type 1 and 2 to enhance our security processes with client-specific user controls and change management. As for our personnel, every employee receives continuing security training and certifies that they understand and fully comply with our formal Written Information Security Policy (WISP). For more information, please contact: CONTACT SALES (877) agio.com

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