Remote Managed Services and Updated Customer Care Guide

By Rory O'Brien, Manager - North American Support

Recently, some customers' IT Departments have faced limited resources and budgets and internal competition for their services. This can make it difficult to meet even normal maintenance requirements for their enterprise applications.

Global Customer Care understands these challenges and has developed a new Remote Managed Services offering — for customers in North America — to manage maintenance and optimize system performance for Glovia's extended ERP system, glovia.com, and related Oracle databases.

Remote Managed Services reduces the costs associated with maintaining glovia.com and optimizes its performance through a robust combination of preventative and proactive maintenance. Automated monitoring and tools are used to maintain systems and databases proactively with regularly scheduled system "check ups" to prevent issues from developing.

Remote Managed Services is well suited for customers looking to outsource IT functions associated with operating glovia.com as well as those lacking the IT resources required to manage the system.

Our new service provides companies with access to experienced technical resources including glovia.com application specialists and Oracle DBAs. This allows you to address all of your system maintenance needs with Glovia cost-effectively, which greatly simplifies IT management and oversight burdens.

Database Optimization
A core benefit of our offering is the optimized performance of glovia.com and Oracle databases. Technical experts monitor critical system parameters on a scheduled basis and perform the necessary but often overlooked tasks vital to optimize system performance, including database index monitoring, table reorganization and resizing, and full system backups for recovery purposes.

The technical specialists, in addition to optimizing system performance, also routinely apply glovia.com application patches and service packs as well as Oracle database updates. Patch management can also be a burdensome task for IT departments, so Glovia's Remote Managed Service ensures that glovia.com components are always current and up-to-date.

By leveraging our glovia.com application experts, we ensure you get the most from your glovia.com investment — new capabilities, enhanced system stability, improved support and more-without ever having to worry about it.

Here are the key service offerings for Remote Managed Services:

• 24x7 Oracle system monitoring tools
• Quarterly comprehensive remote system "check up" and preventative maintenance
• Annual physical visit
• glovia.com production servers and related Oracle databases patch management and application services
• Advanced database performance management and optimization services, including:
• Table-space Monitoring: includes analyzing table-space for adequate free space, fragmentation and size of free block space
• Table Sizing: ensures proper sizing based on your anticipated activities and business volumes
• Table/Index Monitoring: includes checking the actual usage of tables/indices, verifying the extents for size, and optimizing performance
• Table/Index Maintenance: maintains and re-organizes Oracle tables and indexes using Oracle database administration and Glovia database conversion tools as well as re-sizing glovia.com tables
• Database Table Check and Mismatch Control: ensures proper synchronization between Oracle and glovia.com tables using Glovia's database conversion tools
• Periodic logical backups of database for system restoration / recovery
• Monitoring and validation of Oracle's error, alert and major log files
• Monthly reports, analysis and capacity planning

Please let us know if you have any questions at all regarding this new service opportunity.

Glovia Customer Care Guide
We recently updated the Glovia Customer Care Guide content and have provided hotlinks from its table-of-contents for quick accessibility. Please take a moment to review the guide with your end-users and staff.