InVADE solutions are essential to our customers' business operations. It is not unusual for hours of operation to extend way beyond normal working hours which mean that our systems have to work reliably around the clock. If technical support is required it must be delivered promptly, with accurate diagnosis and fast implementation... wherever our customers may be.

Reliability is built into our solutions from the very start - we use common, off the shelf (COTS) hardware and familiar Windows technologies so as to fit in with your existing experience and training. The software is custom designed to withstand intense operation in call centre environments and is rigorously tested and proven in the field worldwide.

Our enhanced support programme - including pro-active maintenance - helps us to sustain the quality of our service and support our ever expanding installed customer base.

Pro-Active Maintenance
To identify problems before they occur we have implemented a comprehensive remote monitoring system which operates through a standard web browser and is accessible over the internet

The Nagios system is a complete host and service monitoring solution, It performs real time diagnostics and returns this information directly to us. The Cacti system is a front end tool for graphing the InVADE Server's system resources and network usage. This allows us to build a complete representation of system usage and load. By using these two tools we can see problems developing before they become an issue - and so can fix them without customers even being aware - and monitor system use which may point to future problems.

In addition to this we can offer further levels of customer support:

On-Call Service
Our 24 hour on-call out of hours service ensures that any support calls are automatically directed to an answering service which then polls the on-duty engineer. This enables him to determine the most appropriate course of action to resolve the problem.

Trouble Ticketing System
All report problems are assigned a Trouble Ticket which then allows us to log and track the problem through to resolution. When a support call is received it is identified with the appropriate level of urgency and processed accordingly.

In addition to giving customers the best possible support, the Trouble Ticketing System is routinely reviewed and analysed. The resulting information can then be used both to improve the product and improve the way we deliver support.