Information Overload: Not a Problem Here!

Jeffrey M. Brooks

MSCIS, MBA, MCP, HDM, ITIL

About Peak 10

• Twelve enterprise-class data centers, nine markets• 24 X 7 Customer Support• Data Center Services:

– Managed Colocation, Enterprise Hosting, Reliable Bandwidth and Metro Ethernet

• Managed Services:– Security, Managed Storage (local & remote), Disaster

Recovery, Enterprise Messaging, Monitoring, System Administration, Remote Hands, Managed Servers and Virtual Private Lines

Peak 10 owns and operates data centers and provides managed services for small, medium and large enterprises.

What’s On The Agenda?

Support StructureCommunicationMonitoringVOIPNetworkingBusiness ContinuityTools TourData Center Tour

Setting the Stage

Peak 10 leverages our technology, tools and, most importantly, our

communication infrastructure to

provide outstanding support 24x7x365.

Information Overload

It is the abundance and availability of information that

allows Peak 10 to reach the level of customer success we

have achieved.

How are We Different?

Not our equipment (Mostly)MonitoringSecurityAlarmsFacility Alerts

How are We the Same?

External & Internal CustomersTicket SystemPhonesPeopleMetricsEscalations

Providing Structure

Centralized vs.

Decentralized

Peak 10 Support Structure

Centralized Helpdesk in CharlotteLocal Support – 9 Physical Locations (Markets)Managed Services (Providing Internal Services)

Escalations

1st Line Support – Phone, Email, PortalHelp Desk in Charlotte2nd Line SupportLocal Market or Managed Services3rd Line SupportSenior Engineers or Managed Services

Centralized Processing

1 Ticketing System1 Set of SOP’s1 Set of Processes

Communication is the Core

Centralization only works when the communication channels are open, clear and operate both in both

directions!

Centralized Monitoring & Support

Peak 10 Central Support – Information/Communication Hub

ConsistencyPeoplePhone script

ProcessTicketing

Customer ExperienceMTTRAbandon Rate

VOIP

Phones are core to the distributed component of our support structure

Internal Communication is crucialWarm handovers essentialBusiness ContinuityCall center efficiency

FlexibilityMetricsExtension Mobility!!!

VOIP Continuity

The main reason the VOIP works is we are not dependent on any one

provider, such as a Telco. Peak 10’s redundant network ensures

our phone systems is always available.

Core Services

MonitoringNetworkingPowerSecurityManaged ServicesEnvironment

Proactive Support – Am I Dreaming?

SNMP Monitoring

The Simple Network Management Protocol (SNMP) forms part of the internet protocol suite as defined by the Internet Engineering Task Force (IETF). SNMP is used in network management systems to monitor network-

attached devices for conditions that warrant administrative attention. It consists of a set of standards for network management, including

an Application Layer protocol, a database schema, and a set of data objects.

How Is It Used at Peak 10

SNMP Monitoring accounts for 65% of our ticketsAlmost Proactive

Monitored CustomersManaged CustomersTrending of IssuesRoot Cause Analysis

Networking

SNMP Monitoring is dependent on the networkThe Network is monitored through SNMPRedundancy is crucial

Peak 10 Network Web

The criticality of our network is essential for our customers as well as to our infrastructure and

provision of services.

Peak 10 Network Diagram

When Trouble StrikesPro-activity Prevails

BGP - The Border Gateway Protocol (BGP) is an interautonomous system routing protocol. An autonomous system is a network or group of networks under a common administration and with common routing policies. BGP is used to exchange routing information for the Internet and is the protocol used between Internet service providers (ISP).FCP – Flow Control Protocol Dynamically measure the end-to-end performance of your applications, including performance over the public Internet. It quickly and easily implements changes based on those measures. reports on network performance and cost, perform forensic analysis, and when problems do occur, manage service providers to their SLAs.

Power

Redundant Power is KeyBut not everybody subscribesLoss of Commercial PowerAlerts/TicketsUPS IssuesWhat does a UPS do

Transitions/Load BearingClean PowerGenerators Start/Stop

Alerts/TicketsWe can rely on generator power indefinitely. But customer

communication, and internal communication is still essential.

Security

Physical SecurityAuthorized ContactsQ&ABadge, Pin and BiometricAlarms create alerts/ticketsCentralization of alerts/tickets

Managed Services

Storage & BackupsHostingVirtualizationPatch ManagementVirus Protection

Constant communication ensures efficient service and reduction of extraneous work. Tape Rotations

require coordination among several groups and Patch Management can be the difference between 500

extra tickets.

Environment

FiresAlerts/TicketsCentral managementTemperatureMonitoringAlerts/TicketsHumidityMonitoringAlerts/Tickets

Peak 10 Alert

Emergencies are about communication & information

Internal CommunicationsConference BridgePhone treeEmailText Alerts

External CommunicationsEmailText Alerts

Change Management

Change Management ProcessChange Management MeetingsCMR’sTypes of Changes

EmergencyPriorityScheduledRoutine

Customer communication and expectation settingEmailPathfinder

Completion Notices – CRUCIAL!!!

Business Continuity

Peak 10 is in the business of ensuring continual services to our customers. But what

happens when we suffer problems?

Picking Up the Pieces

NetworkRedundancyPhonesRedundancyProcessPersonnelRedundancyRelocateWork from home (Phones)AgilityMobile offices & services

Outsourcing!

We Are Not Evil!

By allowing our customers to outsource specific technology and facilities to us, we

allow our customers to better focus on providing their customers with the best service possible. We also allow them to

focus on people and processes, the core of every business.

Consider Your Critical Infrastructure

Can you afford a generator?Do you monitor the temperature & humidity?Need a reboot at 2 am?Need a tape rotation?Vendor needs to repair your equipment?

Imagine

Technology Tour

EM7MonitoringTicketingPathfinderMultitude of Information!SherpaIntranetSOPPolicies

Data Center Tour

Jeff’s Final Thought

Providing excellent service to Peak 10’s customers requires a coordination of vast amounts of information and communication between multiple parties while

keep focus on what the customer’s expectation is!

Questions?

Thank You

Jeffrey M BrooksSenior Manager, Support ServicesPeak 108910 Lenox Point DrSuite ACharlotte, NC 28273Main: 1-704-264-1027Mobile: 1-803-554-3838www.peak10.com