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Proactive Monitoring and Response Center

Met Sistem dedicates an entire team of personnel who are responsible for creating, implementing and enhancing a strategic blueprint for the proactive monitoring and trouble-shooting methods required to prevent database problems before they occur. Since the proactive support blueprint is already in place, companies employing Met Sistem to support their databases do not have to spend the additional monies required to create a proactive support environment.

  • The PMRC team consists of dedicated professionals who are trained in database administration, monitoring, problem prevention and quick problem resolution
  • Staffed around the clock – 24x7x365
  • Main focus is on ensuring that customer environments are available at all times and performing as expected
  • Also responsible for improving and enhancing RDBAE proactive monitoring capabilities
  • Experts at using all database product administrative tools including Oracle Grid and Microsoft’s Management Studio

Focusing on Problem Prevention not Problem Resolution
Reactive IT professionals can be compared to firefighters. Reactive professionals resolve a problem only after the problem occurs, and the biggest problems garner their heaviest attention. As a result, their time is dominated by these firefighting activities, reducing the amount of time they are able to spend implementing the processes and procedures required to switch their mode from reactive firefighters to proactive problem preventers.

Met Sistem has architected a Proactive Support Engine that ensures an organizational focus on proactive problem prevention and not problem reaction:
  • The Proactive Monitoring and Response Center team focuses on three main objectives: monitoring, problem prevention and quick problem resolution
  • The “Zero Page Paradigm” proactive support strategy
  • A robust monitoring product architecture built upon the Quest Monitoring Toolset
  • A customized monitoring solution that is tailored to meet each customer’s unique needs
  • A problem resolution repository containing both hundreds of solutions and preventative measures
  • Extensive library of repeatable proactive monitoring processes and procedures that are SOX, HIPAA, PCI and ISO compliant
  • Historical Trending Analysis

The “PMRC Zero Page Paradigm” - It’s a Proactive Support Mindset not just a Monitoring Toolset
The entire PMRC support architecture is built upon the “Zero Page Paradigm.” From the implementation of customized monitoring checks to PMRC team member education, the entire infrastructure is designed to prevent problems that can affect the availability and performance of customer’s database systems.

The PMRC team starts each shift with a review of all notifications (pages and warnings) that have occurred over the last 24 hours. Representatives from the PMRC team meet with all product teams to provide expert advice when necessary. Morning meetings are held to discuss page reduction. The meetings’ goals are pure and simple – notification analysis, reduction and prevention.

The same questions are asked for each notification:
  • Why was the notification generated?
  • Why wasn’t the issue identified during historical trending analysis?
  • What can be done to prevent this notification from being generated again?
If an unpreventable problem does occur, the PMRC is able to access a robust solutions repository that allows the technician to quickly solve the issue. Standard notification and escalation procedures for all customers are stored in Met Sistem' Salesforce CRM package. In addition, an extensive library of Standard Operating Procedures ensures that PMRC team members provide the highest quality help desk service possible.