What happens when your server crashes and your on-site IT person just left town for a 2-week vacation?
This just happened to one of our clients.
Typically, this could end in disaster. It may require the company to purchase a new computer, install the operating system, and then start the restore process. The client’s technical person that would normally rebuild the server and start the restore had just left for a two-week vacation. While we manage the backup process, 3Nines didn’t install the server and doesn’t provide direct support for the server. We don’t carry spare parts nor even know how the server is configured. We simply handle the backup and make sure it is done each night.
Since the client’s IT person was gone, 3Nines could have sent a tech to try and repair the server, but this would have been fraught with problems since we had no spares or even a relationship with the server manufacturer. The client could have purchased a brand-new server, but this would be expensive and would still take a few days to get running.
This potential disaster was averted because the client contracted with 3Nines Datto Cloud Backup Plan and their data was backed up both on a local Datto device and off-site to the Datto cloud. While the client subscribed to our 3Nines Datto Backup Service Plan, they were not a “managed client”. In other words, we provided the off-site backup service, but we were not contracted with 3Nines for real-time monitoring of their server.
If they had been a managed server client, our help desk would have been notified immediately of the server failure and a service ticket would have been auto generated. Instead the client had to call 3Nines tech support. We dispatched out a technician the next day to go on-site to troubleshoot the server problem.
The ticked was assigned to Dusty Thurman, Network Engineer for 3Nines Technologies. Once on-site, Dusty was able to determine the problem was a failed server.
Once I got the ticket and determined the problem, I logged into our Datto Cloud service, spun up a copy of their backup on a virtual server, created a VPN to their site, mapped their drives to the new virtual server, and got them back up and running within an hour.Dusty Thurman, 3Nines Technologies Network Engineer
“Once I got the ticket and determined the problem, I logged into our Datto Cloud service, spun up a copy of their backup on a virtual server, created a VPN to their site, mapped their drives to the new virtual server, and got them back up and running within an hour.” explains Thurman. “It is not as fast as having their own server on-site, but at least they were operational and could continue doing business.”
Total downtime? One day. The client was operational within one hour of 3Nines arriving onsite. Versus the old way, which could be multiple days or even weeks.
Can your tech support provide that level of service? If not, then contact 3Nines Technologies to see how we can help you keep your business operational.