When Issues Strike, IT Outposts Strikes Back: How Our Tech Support Makes a Difference

In my previous post, I discussed the general need for technical support in managing IT infrastructure and systems. Now, let's look at why it's particularly important when critical incidents do occur and how we react at IT Outposts.?

Of course, we configure everything to work under different conditions, including high loads. But the problem could also be on the client's end.

Our motto? "Issues happen, but downtime is unacceptable." When the red lights do start flashing, we first check everything we've configured in the infrastructure, look at all the metrics, and see if the services are running properly. If we spot an issue, we immediately work to resolve it, at least to put out the fire. For example, allocate more resources or switch to another machine. After that, our engineers investigate the root cause through a post-mortem analysis to prevent the issue from happening again.

Having a DevOps team ready to support incident resolution is critical for a couple of reasons. First, the thing about critical incidents is that they're rarely as straightforward as they seem. Our team knows where to look and which logs are available and can analyze metrics on specific services to conclude that the issue might originate from a particular one. Without support, it would be challenging, sometimes even unrealistic, for developers and clients to quickly identify the problem themselves.?

While restarting a machine might look like the obvious fix, we've seen that route often leads to data loss disasters. Our engineers know better than to take shortcuts — we follow the evidence, no matter how deep and winding the trail.

Second, speed of response is also essential; if it's a simple issue, IT Outposts creates documentation on where to look. For example, if we hand over a project and no longer work on it, we ensure the clients can maintain their infrastructure themselves. However, time is of the essence — the quicker we respond, the better.?

So, when crunch time hits, know that IT Outposts has your back. We'll be your behind-the-scenes allies, working to minimize disruptions and keep your operations humming. That's what our technical support looks like.