Our Otaku Support Team includes employees with various certifications, systems engineers and network engineers. We are able to support your needs of advising, troubleshooting and consulting various systems, hardware and configurations. In case of a real emergency, we have an entire on-call emergency protocol ready to resolve any situation.
We have several real time monitoring systems in multiple locations globally for quick notification of down services on any monitored equipment. In addition to using NOCWiz to monitor our server, we have a database which allows us to accurately track and locate all equipment in service in a timely manner.
NOCWiz is able to monitor servers and other equipment on various ports (ping, http, ftp, ssh, etc.) and provides notifications and alarms whenever any of these fail. All monitoring systems are linked to the NOC which provides instant notification via SMS and MMS to staff on duty whenever anything happens. Whenever a service is detected as down on any piece of equipment, we contact the client and begin basic troubleshooting by putting a KVM on it and seeing if there are any errors or work being done on it. We also have a client side login for NOCWiz which enables our customers to use the Helpdesk ticketing system. Any client can submit a ticket for any questions, issue, or problem that may come up. All tickets are responded to by an on-duty employee within 30 minutes or less. In the client area you can also check RTG graphs for your connections with us, manage your account, servers, and view monitoring information.
All of our technicians are friendly, helpful and always willing to assist in anyway. We have access to state-of-the art tools and equipment that may be needed in our line of work which allows us to get you up and running.
We have fiber testers, cleaners, and microscopes too. We also have loading docks on site that can take shipments of any size. You can come in and set up your own equipment, ship it to us so we can set it up for you, or purchase/lease equipment through us. We can also help you manage, troubleshoot, and consult with you about your equipment and systems on the OS, software, and network levels.
We can do deep hardware testing and scans if need be as well. Extra supplies of equipment and hardware are stored in the NOC and our partner Polywell who supplies us is just a few minutes away from us. Our friendly and helpful technicians are able to install and replace just about any piece hardware or equipment as needed on site. Our NOC and colocation facilities are monitored and recorded by camera for another layer of security. Our team also can access all monitoring systems with multiple consoles inside the colo.
At PIE, our biggest concern is to provide you with the best customer service possible and keep your business running smoothly.