My Tickets
About the Client:
My Tickets enables companies of all sizes to track and utilize live event tickets, prove the impact of the investment, and remain compliant with all federal, state, and local regulations.
Need of the Client:
- Have a Reliable Remote Support Team with 24/7 Availability
- Have an experienced Remote DevOps Team to support DevOps Processes and Practices
- Have a partner company takes care of the Infrastructure responsibility
Challenges:
- Finding a right partner for 24/7 AWS Managed Services
- Meet the 10 minutes SLA
- Customers data security
- Affordability and Flexibility
- A right partner who can take Responsibility
- A Remote company who can provide additional values
- A team who is up to date with technology
- Handling support transition in a couple of week’s time.
Our Solution:
The client was looking for an established Managed Service Provider with years of expertise and experience in managing and maintaining client infrastructure with a maximum potential to maintain the uptime and security.
Urolime’s engineers were involved in the initial system study and prepared various documents like infrastructure architecture, inventory, infrastructure services details, and transition process plan was created to get a time frame. With our expertise in infusing the latest technologies and AWS services with our services, we sped up and completed the transition process in 2 weeks’ time.
Along with the transition, we trained our 24/7 Managed Services team members, making sure there is a proper managed services process and have proper severity and escalation matrix in place. We integrated monitoring and alerting tools to each and every service components in the infrastructure, and customized it to monitor and alert if an issue arises.
Urolime Advantage and Difference:
The key activities that were carried out to ITIL based Remote IT Team support included the following:
- 24/7 Monitoring of AWS Infrastructure problems and health check
- System updates and patching as required
- Proactive support for infrastructure and service outages
- 10 Minutes SLA
- Support via the ticket, chat, email and telephone
- Monthly server status report
- Technology Consulting
- System Maintenance and Optimization
- Disaster Recovery Planning
- IT Security and Compliance
TicketManager Benefits:
- Achieved 10 Minutes Response Time
- A Team of experts 24×7 availability, who has an expert level of experience about the infrastructure and services
- A Team with 100% Responsibility on infrastructure and services uptime
- DevOps availability for continuous DevOps practices improvements
- Vast knowledge pool of Cloud and DevOps, that brings latest technology additions
Technologies We Leveraged:
- Operating Systems: AWS Linux, Ubuntu, CentOS, RHEL
- Amazon Web Services: AWS & Rackspace
- RDBMS: MySQL
- Monitoring & Alerting: Cloudwatch, Zabbix, Uptime Robot & Pagerduty
- Version Control: Github
- Web Servers: Nginx
- Caching: Memcache & Redis
- VPN: OpenVPN
- Continuous Integration: Jenkins
- Security: OpenVAS & OSSEC
- Others: Docker, ELK, Jira, Confluence
