"directSMS are really easy to deal with, very quick to respond and were able to provide us with the flexible solution we required. I would definitely recommend them to anyone"
Edward Mario
Novell Inc
Reducing cost and increasing revenue with instant system alerts for unplanned outages.
Background
Novell Inc is an is a multinational software and services corporation that specialises in enterprise operating systems, identity, security, and systems management solutions; and collaboration solutions.
One of Novell Inc’s internal IT divisions has the responsibility of ensuring the uptime of Novell’s IT infrastructure. It backs the uptime of the infrastructure with a Service Level Agreement (SLA) and remuneration payments should it not meet the uptime stated in the SLA. They needed a SMS service that was reliable and responsive so that they can respond as soon as a server goes down instead of waiting to be told when a server goes down.
Objectives
To improve response times for unplanned infrastructure outages
Provide higher uptime for Novell Inc’s IT infrastructure
Generate more revenue for being able to provide a higher performing SLA
BusinessSolution
Using directSMS’ Email 2 SMS service in conjunction with Novell Inc’s network monitoring software to have SMS messages sent to the IT support team in real time
Benefits of Using SMS
- The quicker response time allowed Novell Inc’s IT division to provide a higher performing SLA which in turn allowed them to charge more for their higher service levels
- The quicker response times to unplanned infrastructure outages has meant a reduction in remuneration by up to 50%
