If you subscribe to our Paladin Sentinel monitoring service, hopefully, you know that either myself or one of our technical staff actively sweeps through the monitoring consoles sometime between 6 am to 7 am with the goal of identifying any major issues such as site, building or device down before 7 am. Our goal is to make sure regardless of whether there were automated email or text alerts overnight that you are aware that something significant is going on so you can start your day knowing where you have issues that need to be addressed.
There is nothing worse than getting a call from an end-user or administrator informing you of an outage.
While our phones are not live answered until 8:30 am our workday starts at 6 am, with engineers arriving in the office starting at 7 am. Before and after our normal business hours we have our emergency contact mailbox. We pride ourselves that we respond to emergency calls from contract clients within 15-20 minutes each time.
The other morning was a good example.
We had an email come in for an urgent district-wide issue followed by a text. Within 10 minutes I was talking live to the client. Within another 10 minutes, we had an engineer actively working on the issue. Within 20 minutes the issue was resolved. The instructional day for the secondary school was impacted for about 10 minutes or so. The rest of the district never knew there was an issue.
We pride ourselves on being responsive to your needs in a timely manner.
If you are not yet a Paladin Sentinel monitoring client, please reach out to Lisa to find out how to get enrolled.