PNAP Cloud utilizes automated monitoring systems to provide a high level of service performance and availability. Proactive monitoring is available through a variety of online tools both for internal and external use. Systems within PNAP Cloud are instrumented to monitor key operational metrics. Alarms are configured to notify operations and management personnel when early warning thresholds are crossed on key operational metrics. An on-call schedule is used such that personnel are always available to respond to operational issues.
Documentation is maintained to aid and inform operations personnel in handling incidents or issues. If the resolution of an issue requires collaboration, a conferencing system is used which supports communication and logging capabilities.
Trained technical support representatives facilitate communication and progress during the handling of operational issues that require collaboration. Implementation of the preventative measures is tracked during weekly operations meetings.