IT Support

Experienced IT Support

WTS is proud of the world-class IT expertise we offer through our experienced technicians and support organization. We continue to make extensive investments in our people and our methodologies so your users can benefit from the knowledge we gain.

By partnering with WTS, you leverage our many years of experience working with thousands of users whose software and hardware configurations are similar to yours. Your organization benefits while avoiding the costs of chasing technology, upgrading system configurations, and constant operational training. Our customers can focus on their core business issues because WTS focuses on their information technology issues.

Network and System Availability

WTS's network and telecommunications systems are designed for high performance and high availability. Our customers work closely with WTS network specialists to design a system that guarantees availability in excess of 99%. WTS network configurations offer customers multiple carrier options, standard point-to-point or frame relay connectivity, Internet access, and automated rollover procedures through VPN connections. WTS's Internet connectivity is accomplished with diverse T1's to UUNET's backbone, which provides customers using VPN a redundant internet access method to WTS resources. Scheduled system maintenance is defined in our service level agreements. All maintenance is planned, tested, and scheduled allowing for optimal system availability.

Network and System Support

WTS's customer support desk is staffed to support the multiple service level agreements we maintain with our customers. After hours support is provided to our customers on a call back basis. WTS technical staff is automatically notified of all critical events that could affect system availability. Our technicians are equipped with high-speed connections at home to assist with after-hour issues.

Network and Application Security

Sophisticated procedures are defined to assign unique system access for all WTS customers. Direct access to the WTS private network is controlled and maintained by WTS staff. Access from the Internet to the WTS network is controlled through firewalls. All users, both customer and staff, are given appropriate access to only necessary resources.

Network Monitoring

WTS uses commercially available products for network monitoring. We use paging to alert our technical staff of network problems, to alert us to any waiting messages or system errors on our production servers, and to alert us to power and air conditioning problems in the data center. WTS continually performs capacity planning on our network to ensure we provide all customers with the appropriate network bandwidth. Our technical team uses the latest utilization metrics for determining network requirements for our hosted solutions.

Database Management

We monitor our production system databases to ensure adequate space for all customer data. We work with our Customer Support Center to plan for the additional hardware requirements expected with business events such as mergers and acquisitions, year-end processing, and increased user counts.