Overview
AP Map 1Sigma.3 has been offering hi-speed internet access (HSIA) services to her customers since their inception in 1999. Sigma.3 currently provides a comprehensive range of HSIA services with flexible business models to her customers from fully owned and managed HSIA infrastructure to low risk revenue share models.
Sigma.3 was engaged to provide first and second level support for 300 Wireless@SG hotspots over 50 locations with the goal of assisting the client to achieve uptime of 99.9% or more.
Wireless@SG is a Singapore Government wireless broadband programme that aims to extend broadband access beyond homes, schools and offices to public places.
Business Challenges
To manage this many Wireless@SG Hotspots, Sigma.3 was looking to create a centralized operations room to handle technical calls from the hotspot venue owners. As such, Sigma.3 was looking for an IT Monitoring solution that could provide immediate diagnosis of issues. This is to facilitate Sigma.3 in their decision process in solving problems with a phone call or if it required sending manpower down to the venue.
The system integrator was also tasked by the client to ensure that the 300 Wireless@SG Hotspots adhere to Service Level Agreements that were enforced by the authorities. Sigma.3 also had the challenge to produce monthly reports for their customer on the performance of the hotspots.
Evaluating NetGain System’s Service
NetGain Systems IT monitoring solution addressed the immediate challenge of detecting and displaying the 300 Wireless@SG hotspots on a single dashboard. In less than a day, Sigma.3 operations team was able to have a working dashboard to assist them in the monitoring the hotpots. These hotspots were represented as pins on a single Google Map of Singapore and colour coded for quick identification of hotspots with issues.
In addition, NetGain Systems IT monitoring solution provided Sigma.3 IT operational staff with SMS and email alerts that are triggered when a hotspot performance hits extreme critical levels. The monitoring solution could also provide early detection of Denial of Service (DOS) attacks on hotspots via the Netflow monitoring. These alerts prompt the operational staff to take immediate action so as to achieve the client’s goal of hitting uptime of 99%.
The SLA reporting feature also allowed Sigma.3 to give up-to-date feedback to their client to ensure that the monitored Wireless@SG hotspots were performing on par with performance levels set by the authorities.
As NetGain Systems IT monitoring solution comes pre-installed with reporting features, Sigma.3 operation teams could easily download data and graphs to be used in their reporting to the client. This removed the need to manually plot and display graphs.
Advantages upon using NetGain Systems:
- Able to better allocate limited manpower resources
- Early detection of Denial of Services attacks on hotspots
- Providing SLA updates and reports on demand for customer
- Download the PDF version here.
