Our customer’s typical agreement covers 24 x 7 support for all network devices and includes four or more hours of ongoing maintenance work for changes and adds during the month. This means if you have an outage you’re covered with one of our engineers for four or more solid hours of remedial work whatever time of day! If your network is stable, your team leverages those hours for changes and adds or new projects.

When ETS sets up your agreement, we will audit and document your existing network and ensure we have remote access, if appropriate. Our experts will discuss the current network design and equipment with you so that we understand not only the technology and configurations used but also the business reasons why. At that time, we might suggest changes to make your network more reliable if we uncover any potential problems. We will place an emphasis on being practical and using your current infrastructure provided it’s capable of performing to your expectations.

We can support just about any combination of hardware from all of the major manufacturers and common network protocols such as BGP and OSPF etc. We can also support and configure security products, application controllers (L4-7 products), wireless technologies and core switching and routing devices. We’ve seen and worked with a lot of different equipment and designs over the years, legacy and cutting edge equipment, but the underlying principles are all quite similar. This is where experience counts – to be comfortable working in heterogeneous environments you really need to have done it and our engineers have proven track records running financial, enterprise and Internet environments as both end users and value added resellers.

The answer to this is not a simple Yes or No. It simply depends on what equipment you have, the expected uptime and the your customers SLA’s. We can recommend what you do and don’t need on a case by case basis. Typically we will look to reduce your support costs by removing duplicate or over-coverage. You can be assured our recommendations are based on your needs weighing the required up-time against cost. If we can save you money, we will.