How we support our Customers

The most important aspect of what we deliver is the support we deliver to our customers. It’s not a one-size-fits-all approach, because all of our customers require a level of support relevant to their IT and business needs. Therefore, over the last decade, we have defined four levels of support appropriate for our customers.

Deploying our Service is as easy as:

  • Plug and play
  • Immediately discover and monitor 1000s of devices in less than an hour
  • No intensive training is required – it really is that simple
  • A single window on everything you have in your IT environment, no matter where it is – on-site, in the cloud, or in a hybrid environment – where ever your IT infrastructure is, we can help you monitor it 24×7
  • You decide what you need to monitor and we’ll help you with the how
  • Our service offers real-time, end-to-end integrated management in a multi-vendor and heterogeneous environment – essentially we monitor virtually anything under the sky
  • It spans auto-discovery of network devices, applications and services, along with an intuitive display of network and service topologies in a real-time Web-based view
  • Extremely flexible, open platform system, so it works anywhere with anything

The benefits you will immediately see:

  • We combine performance, availability, event, and impact management with predictive analytics that detect and automatically resolve IT performance issues – and we achieve this BEFORE your customers or the services you offer are negatively impacted
  • All monitoring information is available in business ready reports, which means business executives can understand how the IT Infrastructure is performing in relation to their line of business
  • Pre-emptive monitoring, which acts as a “health screening” tool, to inform your IT team of potential disruptions to your infrastructure and services
  • You will know, 24×7, what is happening across your entire IT Infrastructure, this includes availability and performance of network devices, servers, systems, databases, middleware, application services and customized applications
  • It also provides easily customizable frameworks and interfaces, because we find that most of our customers appreciate the flexibility for customization, which we can easily do – our service is all about meeting your business needs
  • Monitor up to 1,000 back-end devices – physical or virtual – which is enough scale for a mid-sized enterprise, and if your company is bigger than this, you can scale up to our MC³ Service, where customers with a distributed regional or global network can centrally monitor their entire IT infrastructure

Level One – plug it in and go, with email and phone support as needed. This is our simplest support offering

Level Two – full time/part time, onsite/offsite engineer focused on day to day monitoring operations of IT infrastructure, which includes changing policies, adding devices, backing up, and more

Level Three – full time/part time, onsite/offsite senior-level engineering support, delivering advanced configuration, trouble shooting and expert analysis. Relevant for very large customers with complex IT infrastructures, usually across multiple locations, our support includes:

  • Consultation on monitoring strategies and/or policies, such as removing false positives, correlation and reduction of alarms
  • Assistance in IT performance bottlenecks, troubleshooting and analysis
  • Periodic system checks and close monitoring of system configurations, back-ups and more, to ensure monitoring system health
  • Online (telephone/email/VPN) and on-site support for technical issues and queries

Level Four – Our most advanced support offering, delivering customizable development to our customers, is typically a requirement of our biggest and most mission critical customers. A complete custom modification offering, we:

  • Develop new monitoring taxonomies for custom devices/technologies or in-house applications, as well as modification of existing monitoring systems
  • Integrate with 3rd party systems – such as helpdesks, trouble ticketing systems, SMS gateways, ITSM tools, and more
  • Develop custom report templates to meet the entire business needs of our customers

Our Pricing Model

There are no upfront costs with NetGain Systems, just an agreed monthly service fee that is cost effective and significantly cheaper than any of our competitors. We know we deliver the best service in our industry, but we also know that we are the most affordable as well. The cost of the service per month depends on what level of support you decide is necessary to monitor your IT infrastructure. Call us for an idea of our service pricing, but make sure you’re sitting down when you do – it will come as a very pleasant surprise.

For more information, please contact us.

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Our Services

Sometimes the best products and solutions can be found in niche providers – companies focused on delivering world-class solutions and because of this focus, they truly deliver best-of-breed services. That’s NetGain – because we only focus on IT infrastructure monitoring technology, we know we deliver the world’s best Infrastructure Monitoring as a Service (IMaaS)

Blk 4012 Tech Place 1 #07-14
Ang Mo Kio Avenue 10
Singapore 569628

Tel: +65 6456 1722
Fax: +65 6456 1665
Email: info@netgain-systems.com

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