Frequently Asked Questions
IT Support Can be confusing. We’ve Got Answers.
General
What types of technical and frontline support does Performance Data offer for Enterprise IT systems?
Performance Data offers a comprehensive range of technical and frontline support services for Enterprise IT systems, including monitoring, maintenance, troubleshooting, patching, and upgrades for enhanced IT infrastructure management.
Does Performance Data provide support for specific types of software or hardware?
Yes, Performance Data specializes in supporting various software and hardware types, including but not limited to VMware, Dell, HP, and Cisco, catering to the diverse needs of IT solutions.
Can you describe the range of clients that Performance Data serves?
Performance Data serves an extensive range of clients, from Fortune 1000 and multinational corporations (MNCs) to Small and Medium-Sized Enterprises (SMEs), across the MSP, TPM, and SI fields.
How does Performance Data ensure the security of its clients' IT systems and data?
Performance Data prioritizes information security by employing firewalls, antivirus software, intrusion detection and prevention systems, data encryption, and regular security audits to protect clients' IT systems and data against data breaches and cyber threats.
What is the process for requesting support from Performance Data?
To request support from Performance Data, clients can contact their dedicated support team via phone, email, or online portal, ensuring efficient assistance tailored to their specific needs.
Does Performance Data offer any additional services beyond technical and frontline support for IT systems?
Yes, Performance Data provides a variety of value-added services beyond technical and frontline support, including IT consultancy, cloud migration, disaster recovery planning, and data security strategies to help clients build resilient and secure IT systems.
Is Performance Data (Asia) Pte Ltd (PDA) associated with Performance Data LLC in Delaware, USA and Performance Data INC in Nevada, USA?
No, PDA is no longer associated with these companies since February 2023.
Managed Services
What does Third-Party Maintenance (TPM) mean and why should companies consider using TPM?
TPM is a service offered by TPM companies that provides support and maintenance for IT equipment, such as servers, storage devices, and networking equipment. This service is an alternative to the original equipment manufacturer (OEM) maintenance programs. TPM providers offers a range of services, including troubleshooting, repairs, upgrades, and preventive maintenance. These services are typically provided at a lower cost than the OEM maintenance programs. Additionally, TPM providers often offer more flexible service level agreements (SLAs) and customisable maintenance plans tailored to the specific needs of the customer. TPM can be beneficial for organisations that want to extend the life of their IT equipment beyond the OEM's end-of-life (EOL) or end-of-service-life (EOSL) dates. By doing so, organisations can save money on hardware replacements and reduce the risk of downtime due to equipment failures.
What does Managed Service Providers or MSP mean?
Managed Service Providers (MSP) offer a comprehensive maintenance solution in which a third-party service provider takes charge of managing and maintaining an organization's IT infrastructure and assets. The service provider takes over the responsibility of maintaining and repairing the IT assets, including hardware, and network infrastructure, so that the organisation's IT team can focus on more strategic initiatives. MSP can cover a range of services, such as preventive maintenance, corrective maintenance, repair, and replacement of hardware components. The service provider typically offers a range of service level agreements (SLAs) to ensure that the organisation's IT infrastructure and assets are maintained and repaired within a specified timeframe. MSP can be a cost-effective solution for organisations looking to reduce their IT maintenance costs and improve their IT service delivery. By outsourcing IT maintenance to a third-party provider, organisations can benefit from the provider's expertise and resources, without having to invest in building their own IT maintenance capabilities.
What is the take up rate of Third-Party Maintenance?
A survey by Gartner found that nearly 60% of organisations have used third-party maintenance services at some point, and that number is expected to increase in the future. This suggests that third-party maintenance is becoming a more common option for organisations looking to save money on maintenance costs, extend the life of their IT equipment, and reduce downtime due to equipment failures.
Tell me more about IT hardware End-of-life (EOL) and End-of-service-life (EOSL)
End of Life (EOL) and End of Service Life (EOSL) are two similar but distinct terms used in the technology industry to describe the lifecycle of hardware products. EOL refers to the point at which the manufacturer of a product stops producing or selling it. After EOL, the manufacturer may stop providing updates, patches, or technical support for the product, and it may become increasingly difficult or expensive to maintain unless a Third-party maintenance company is engaged to support these EOL hardware. EOSL, on the other hand, refers to the point at which the manufacturer stops providing technical support and maintenance for a product, even if the product is still being used by customers. This means that after EOSL, customers can only get help from Third-party companies to fix problems, troubleshoot issues, or get replacement parts. In short, EOL is the point at which a product is no longer being made or sold by the manufacturer, while EOSL is the point at which the manufacturer stops providing technical support and maintenance for the product. Both EOL and EOSL can have implications for customers who rely on the product for their business operations, and may need to consider more expensive routes to replace their technology.
What is the meaning of Observability and what does it do?
Observability refers to the ability to monitor and understand the behavior of a system, whether it be hardware or software, by collecting and analysing data about its performance. When it comes to hardware maintenance, observability can play a critical role in detecting and resolving issues before they become major problems. Observability can be achieved through various methods, such as:
Monitoring hardware performance metrics
Collecting data on key performance indicators (KPIs) such as CPU usage, memory usage, disk usage, and network traffic can provide insights into how the hardware is functioning and help identify potential issues.
Implementing sensor-based monitoring
Adding sensors to hardware components can provide real-time data on temperature, humidity, vibration, and other factors that can impact the device's performance and lifespan.
Remote monitoring and management
Using remote monitoring and management (RMM) tools, hardware maintenance teams can monitor multiple devices from a central location, receive alerts when issues arise, and remotely troubleshoot problems.
Machine learning-based monitoring
Machine learning algorithms can analyse large volumes of data collected from hardware systems to identify patterns and anomalies that may indicate potential issues. By implementing observability practices, organisations can better understand how their hardware systems are performing, detect potential issues before they become major problems, and improve the overall efficiency and effectiveness of their hardware maintenance processes.
Cybersecurity
What are the steps to take to implement Cybersecurity in a company?
Conduct a risk assessment
A risk assessment is a critical first step in developing a cybersecurity strategy. It involves identifying and evaluating potential risks and vulnerabilities to the organisation's information assets, systems, and networks. This assessment can help to identify the organisation's assets and critical data, potential threats, and vulnerabilities, and enable the organisation to prioritise its cybersecurity efforts.
Develop a cybersecurity policy
A cybersecurity policy outlines the organisation's approach to cybersecurity, including roles and responsibilities, security procedures, incident response, and communication plans. This policy should be developed with input from all relevant stakeholders within the organisation and should be reviewed and updated regularly.
Implement access controls
Limiting access to sensitive data and systems is essential in preventing unauthorised access and data breaches. Access control measures may include implementing strong passwords and multi-factor authentication, as well as user and group permissions.
Implement security monitoring
Continuous monitoring of systems and networks is important for detecting and responding to potential threats in real-time. This involves the use of tools such as intrusion detection and prevention systems, firewalls, and security information and event management (SIEM) systems.
Train employees
Educating employees about cybersecurity best practices is critical in preventing human error and increasing overall security awareness within an organisation. This may include regular training sessions, simulated phishing attacks, and awareness campaigns.
Establish an incident response plan
Developing a comprehensive incident response plan is essential in minimising the impact of a cybersecurity incident. This involves establishing procedures for detecting, reporting, and responding to security incidents.
Regularly assess and update cybersecurity measures
Cybersecurity threats are constantly evolving, so it's essential to regularly assess and update the organisation's cybersecurity measures to ensure that they remain effective. Regularly reviewing and testing cybersecurity policies, procedures, and technologies can help identify vulnerabilities and areas for improvement.
What does Observability encompass in Cybersecurity's context?
Cybersecurity observability refers to the ability to monitor and analyse the state of an organisation's cybersecurity infrastructure, including its network, systems, applications, and data, in real-time or near real-time. This approach is based on the principle that to effectively manage and secure a complex IT environment, it is essential to have visibility into all components of the infrastructure. Cybersecurity observability involves collecting and analysing data from various sources, including network traffic, system logs, and security tools, and using this information to gain insights into the state of the environment. This can include identifying potential vulnerabilities, detecting anomalous behavior, and responding to security incidents in a timely manner. Here are some key components of cybersecurity observability:
Data Collection
Collecting data from various sources, including security tools, network devices, and system logs.
Data Processing
Processing and analysing data in real-time or near real-time to identify potential security threats and anomalies.
Data Visualisation
Displaying the data in a way that is easy to understand and interpret, such as through dashboards and reports.
Alerting and Notification
Alerting security teams to potential security incidents and providing notifications in real-time or near real-time.
Incident Response
Using the information gathered through observability to respond to security incidents and mitigate potential risks.
Cybersecurity observability is an important component of an effective cybersecurity strategy, as it provides the visibility and insights necessary to detect and respond to security threats in a timely and effective manner. By continuously monitoring and analysing the state of the environment, organisations can stay ahead of evolving threats and ensure that their IT infrastructure remains secure.