Services

HKG TECHNOLOGY SERVICES : ePartner Support Services

As an integrated business partner with our clients, our ePartner Support Services allows us to provide the closest link possible in our current electronic environment. Using our ePartner Services, we can take remote support to a new level. Many times, we know the status of a situation on a client's network long before they do. By configuring many of today's state of the art corporate network management applications to email us when a trigger has been met, we can receive, monitor, document, and ultimately act on the results of emailed system status reports.

The following are some of the key services we monitor via automatic emails:

Remote Status Alerts

• nightly emails to HKG of the backup logs
  - we review these daily/weekly for any anomolies
• automatic emails to HKG when an incoming email borne virus is detected
  - we review these as they occur to ensure a virus free environment
• automatic emails to HKG when firewall breaches are detected
  - we review these as they occur to ensure a protected environment
• automatic emails to HKG when UPS battery conditions are low
  - we review these as they occur to ensure a protected server power source

Remote Help Desk
In addition to reviewing system status reports, we also provide HelpDesk support to many of our larger clients. We take our role as integrated IT partners very seriously. As such, configuring a HelpDesk email account to forward all support requests immediately to HKG allows us to provide immediate response. Our Client Liaison sees every HelpDesk email assuring a timely response.

AntiVirus Crisis Support
When a new virus hits, we are usually the first to know about it. When this happens, we immediately go into action. By having an ePartner connection, we are able to update clients' virus definition files remotely as soon as they are available. Before clients even know that they may be susceptible to a new and deadly virus, we have already addressed it on their system.

We provide our ePartner Support Services through the following network management support applications:

• Symantec Backup Exec
• Symantec AntiVirus Enterprise Solution or Symantec AntiVirus for MS-Exchange
• SonicWall or Cisco Firewalls
• APC PowerChute Plus or comparable power management tools

In addition, the networking specifications for HKG to be able to provide HKG ePartner Support Services to a client include the individual products listed above as well as the following basic infrastructure:

• MS-Exchange Server
  
• A full-time connection to the Internet

Proactive HKG ePartner network monitoring is just another way in which HKG takes full responsibility for our clients' computer systems.