The Company

• Home For The Aged in Toronto with about 25 computer users
• Computing technology is crucial for care givers to manage resident needs
• Home relies on a Web based software system for patient management
• DSM has been providing full service and support for all IT functions for over 10 years

    The Requirement

• Ensure that the system is up and running at all times since data is used to care of the residents.
• Internet connectivity is also mission critical since Web based patient management controls drug administration and other crucial functions.
• 24 hour – 7 day a week operation needs to have service and support at all times 365 days and nights per year.
• There is no in-house expertise for the systems, especially after hours and weekends.

The Challenge

• Provide a computing environment that is redundant and solid to ensure 99.999$ up time for internal systems and Internet connectivity.
• Ensure that any support issues are dealt with as fast as possible to ensure users are able to function with the critical applications
• Provide pro-active service and support as part of a stringent service level agreement in light of the required up time and critical nature of the applications.

The Solution

• Pro-active DSM service and support to ensure uptime service level is met.
• Implementation of DSM Monitoring System for 24 hour – 7 day a week monitoring of the complete environment for pro-active and instant re-active service and support
• DSM after hours service standing by 24 hours a day – 7 days a week to provide support at any time of day or night within minutes.

The Results

• DSM provides full service and support 24 hours a day 7 days a week
• DSM monitoring system alerts DSM support team of any issues before users are affected.
• DSM pro-active service ensures that system failures are averted
• Service level agreement is over-achieved on many occasions and required up-time is achieved.