ViewTrust Technology. Inc. - Monitoring and Alerting Services

ViewTrust has been very successful in leveraging its extensive experience in the Managed Security Services and our unique technology to offer Monitoring and Alerting service as a stand-alone or a complement to our product solution.

The Monitoring and Alerting service provides Level-1 and Level-2 threat analysis and escalation service for Network, security or application related alerts. The ViewTrust Network Security Operations (NSO) team monitors alerts received on any fault management systems such as HP OpenView, Micromuse Netcool, IBM Tivoli, Solarwinds and others. Additional alerts on Application Monitoring solutions or Log event management solution such as Threatvision are also monitored by experts at the NSO. ViewTrust is responsible for analysis, contact and escalation of alert, while the customer retains full administrative control of the devices and applications.

7/24 Proactive Monitoring
Provides availability monitoring for all devices within scope. ViewTrust Network Security Operations Center (NSO) evaluates alerts received on the fault monitoring console and conducts a first and second level analysis to reduce the ‘false positives’. If the agreed upon operational and escalation process requires an alert, appropriate personnel in the customer organization are alerted using the predefined escalation steps.

Alert Tracking and Reporting
ViewTrust uses its own or customer provided ticketing system to track alerts and their resolution. Detailed daily, weekly and monthly report are available for operational and compliance on the Customer specific Portal site. Additional custom reporting is also available

Customer Portal
ViewTrust Customers can review the reports on-line via a customer web-portal site known as ‘ViewAlert’. Customer Support Plan, alert processes and procedures and Knowledgebase articles are also available on the site.

VPN Based Access
ViewTrust Technology supports site-to-site VPN tunnels to the customer environment for 7x24 monitoring of servers and devices within customer network.

Critical Incident Response Time
ViewTrust Technology begins the trouble shooting process within 15 minutes of an alert.

7/24 Staffing
ViewTrust Technology supports its Monitoring Services customers 24 hours a day, 7 days per week. The 7x24x365 service will be provided by a team of engineers, plus the operations lead manager. The service provides the 7x24 service using three shifts and is staffed by engineers with background in networking, system administration and application monitoring. The staff is well versed with the network monitoring systems and ThreatVision.

Expertise
In area of networking, the staff is very familiar with the standard network troubleshooting techniques such as ping, traceroute, nslookup, whois on the UNIX, Win2K and the Cisco routers. In area of System Administration, the staff has worked with both UNIX/LINUX and Windows NT/2K platforms. Our past experience with web and client/server application level monitoring for other clients provides us with the in-depth understanding of the troubleshooting methodology, processes and procedures for isolating issues.