At PCS we like to operate as an extension of our customers' IT department. It is only natural for us to care about everything we do for our customers. We feel responsible, 100% of the time, and we go out of our way to ensure that we are in control of our customers' infrastructures and applications.
All systems under our management are monitored 24 hours a day, 7 days a week. From a component health perspective, to the availability of the applications and services. More importantly, we work with our customers to develop custom monitoring to ensure the sum of all the parts, the actual functionality of their applications, are doing what they should.
Should a problem occur, our monitoring tools provide us with instantaneous notification. Proactive monitoring will warn us of potential problems before the problems actually occur. Should an issue arise that becomes service affecting, rest assured that expert engineesr are working to resolve the issue, regardless of the time of day.
Those same engineers will be the ones working with your team and in contact with you, not someone in a 1st line helpdesk with little insight or knowledge of the issue and resolution paths available.
In fact, at PCS, we do not employ a 1st line helpdesk. Our 24x7 support and escalation process assumes that all issues require expertise, and our clients should not have to wait hours to get a resolution to any problem.
PCS stays awake at night, so that you don't have to.