Welcome to
Services
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| Singapore: |
+65 6562 6495 |
| Malaysia: |
+607 3532740 |
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Asia VAD WhatsUp Gold - Professional Services
Asia VAD offers comprehensive support on WhatsUp Gold from tecnical consultancy,
basic installation and upgrade, customized monitoring configuraiton, system fine-tuning and troubleshooting, customized script development,
data analysis and reports customization
Please find our service offering and details below:
Training Services
For client who plan to deploy or maintain WhatsUp Gold, or to have in-depth knowledge of WhatsUp Gold capability, Asia VAD
has developed an 2-day system administrator course to equip them with the WhatsUp Gold NMS knowledge and hands-on exercise.
Please click here for the course content.
Beside the 2-day training above, Asia VAD do tailored training for clients with specific
needs such as only new features and plug-in training for existing WhatsUp Gold users, who already have good knowledge about earlier WhatsUp Gold functions (version 12 and below).
WhatsUp Gold Installation, Documentation, Upgrade
| Items |
Description |
| S1 |
AV-PFS WhatsUp Gold Installation Service (Maximum 1.5 Man-days)
Services include:
- Installation of WhatsUp Gold Software with SQLExpress bundled.
- Maps creation according to given maps documentation and grouping.
- Out-of-box Ping Availabiliity and latency monitor.
- Out-of-box network devices monitoring include interface utilization, cpu and memory utilization.
- Out-of-box system resources monitoring for Windows and Unix severs in hard disk, cpu, memory, subject
to availability of snmp services at servers
- Setup and configuration of notification and escalation policy (email, web alarm, SMS gateway integration)
- Out-of-box schedule reports configuration (PDF and MHT format)
- Half-day fine tuning for post-configuration
Notes:
- All on-site service is subjected to engineer’s availability and to be performed during office hour Monday-Friday, 9am-5pm.
- Add-on hardware / software are to be provided by end users.
- Network settings changes and necessary services at target devices are to be configured by client.
- In events of large device counts configuration, Asia VAD will conduct knowledge sharing to allow clients to perform configuration duplication independently.
- The service doesn’t include non-standard monitoring configuration, which requires separate scoping and quotation
Non-standard Monitoring (Extra Man-Days required)
Client is to advise Asia Vad on extra monitoring requirement, which may include but not limited to:
- Research on snmp mib file loading and customized SNMP monitor and traps monitor creation.
- Active Script development and reports customization.
- Reports customization which involves ASP code changes.
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| S2 |
AV-DOC WhatsUp Gold Post-installation Handover Documentation
It covers:
- Software license, end-user and software download information
- Screen capture of main map and customized monitors, actions, alerts & escalation policies, scheduled report settings
- Data backup procedure
Notes:
- The documentation is not meant to be a replacement WhatsUp Gold User Guide, which is available with the program
installation, and Ipswitch web site. click here.
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| S3 |
AV-PFS-UPG WhatsUp Gold Upgrade Service
The upgrade will ensure the following data are retained
- All maps and devices created
- Existing customized monitoring and services
- Notification library
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WhatsUp Gold Local Maintenance Support
| Items |
Description |
| L1 |
Lite Support Pack
Ideal for cost-conscious end-users and channel partners who requires only remote support in S.E. Asia
- 2 incident-based email and phone support.
- Please refer to next table (section) for scope of remote support
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| L2 |
Standard Support Pack
Ideal for small- to medium-size business end-users requiring extended active Service Agreement coverage (In Singapore Only)
- 4 x Hours on-site support (next business day availability responsiveness).
- Operating hours: Monday-Friday 9am to 5pm, except public holiday.
- Minimum engagement 2 hours per activation.
- Service covers:
- Disaster recovery, basic configuration and WhatsUp Gold software troublehshooting and upgrade.
- Unlimited remote incident support via phone and email from Asia VAD (each incident tagged at USD50).
- 50% of unconsumed value can be used to offset purchase of new support pack.
- Term of coverage good for 12 months from acceptance of order.
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| L3 |
Platinum Support Pack
Ideal for medium- to large business end-users requiring extended active Service Agreement coverage (in Singapore Only)
- 8 x Hours on-site support (next business day availability responsiveness).
- Operating hours: Monday-Friday 9am to 5pm, except public holiday.
- Minimum engagement 2 hours per activation.
- Service covers:
- Disaster recovery, basic configuration and WhatsUp Gold software troublehshooting and upgrade.
- Unlimited remote incident support via phone and email from Asia VAD (each incident tagged at USD50).
- 50% of unconsumed value can be used to offset purchase of new support pack.
- Term of coverage good for 12 months from acceptance of order.
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| Remote Incident Support |
WhatsUp Gold Post-Implementation Remote Technical Support
Remote support via email, phone or messenger
Hours of operation: Monday to Friday 9am – 5pm (GMT+0800), except public holidays
(Cases logged outside this time frame is considered OFF-HOURS INCIDENT)
Purchase is good for 12 months from date of invoice
Problem Resolution Services provides assistance for problems with specific symptoms that you may encounter when you use a product
when there is a reasonable expectation that the problem is caused by the product. Problem Resolution Services can be purchased on
a per-incident basis.
- An incident is defined as a single support issue and the reasonable effort that is needed to resolve it.
- A single support issue is a problem that cannot be separated into subordinate issues.
- If a problem consists of subordinate issues, each subordinate issue is considered a separate incident.
- If an issue cannot be resolved by Asia VAD and requires a customer to activate their own Service Agreement,
it would not be counted towards an incident being consumed.
- For email and phone inquiry about the feasibility (YES/NO) of a features, it will not be counted as incident.
E.g Can WhatsUp Gold monitor a system process.
o Ans Yes - Not counted as incident.
o For further inquiry of how to achieve it, our guidance is counted as 1 incident.
- Each remote incident will be tagged a value for deduction from standard support pack and platinum support pack, for calculation of remaining values.
50% of unconsumed value include the onsite support hour value, can be used offset purchase of new support pack.
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| Onsite Incident Support |
Detailed scopes of the package
1. Maintenance of WhatsUp Gold systems, including:
1.1. Disaster recovery of WhatsUp Gold Monitoring System from previous configuration backup.
1.2. WhatsUp Gold software troubleshooting and upgrade.
1.3. Configuration of WhatsUp Gold devices notification and monitoring services.
1.4. Customized configuration to monitor devices & services, subject to availability of 3rd party SNMP agents and objects or WMI objects.
2. Ad-hoc configuration activities including NT Services, SNMP, WMI Polling Configuration.
The support and maintenance package DOES NOT cover:
- Hardware repair, setup, configuration and troubleshooting
- Software licenses.
- Operating System Setup and Installation
- Custom script development or report customization
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WhatsUp Gold Quarterly Report Analysis
| Quarterly Report Analysis |
Objective
In event that administrators overwhelmed by many alerts from different devices,
the report analysis will help client to focus on devices or application that need attention.
Failure Trend Analysis further compiled from WhatsUp Gold Reports below:
- Weekly/Monthly/Quarterly Service Availability Report Analysis
- Compilation of State Change Time Line Related to Top 10 frequent
for client further analysis on router or switches, which may need further action
The report will also help users to exclude one-off failures, and false alarms related to inter-devices dependencies
With the reports, administrator is able to take specific corrective actions such as:
- fine-tune the monitoring parameters.
- investigate flapping network connectivity issue due to network design or applications.
- highlight of traffic surge, disk space usage that need action for capacity increase.
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For more information, please write to sales@asiavad.com.
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