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Below are some examples of actual Client incidents supported with client comments followed by another section of testimonials.
INCIDENTS:
Friday 15th May 18:01 Endsleigh Insurance Company - West of England (Air Con Failure)
The Incident: Our Client was heading home for the weekend unaware that an A/C unit in the main data centre on the head office campus had failed. Fortunately Spook’s Environmental Monitoring Service (EMS) was installed and duly reported the rapid rise in temperature to the client and to the Spook Support team. The client managed to get someone on-site quickly to investigate. After calling the A/C engineers the client was able to take some short term remedial action (i.e. propping doors open & powering down non-essential equipment) in order to alleviate the ever rising temperature in the room.
The client commented: “Spook is installed in multiple data centres around our Enterprise in the UK. As we were getting ready to leave for the weekend late on Friday, we were alerted to a temperature issue in our main data centre. Spook alerted us to the change in temperature and the Spook Support team called to ensure we were in safe receipt of the alerts. We were able to deal with an air conditioning problem immediately and call in maintenance engineers to rectify the situation. We are pleased Spook identified an issue we could deal with in a controlled fashion”.
Friday 15th May 20.03 Henry Schein Minerva Dental - Gillingham (Air Con Failure )
The Incident: Late on Friday evening Spook EMS alerted on high temperature levels for the remote DR room of our Client. The Spook Support team called key IT staff to ensure they were in receipt of the automated e-mail and SMS alerts and to offer advice. The IT staff were able to remedy the increase in heat and call their air con maintenance supplier to fix the faulty air con units long before the increase in temperature caused any problems.
The client commented: “As part of extensive investments in our IT services, we installed Spook in a number of locations across the UK. Over this weekend we were alerted to temperature fluctuations in our DR data centre and because of Spook we were able to deal with air conditioning issues long before they became a real problem. We genuinely appreciate the excellent level service and support we get from the Spook team in protecting our systems, and it far outshines our previous provider”.
Saturday 16th May 03.00 City Council - Midlands (Air Con Failure)
The Incident: Spook’s EMS is installed in multiple locations across the Council’s campus and is monitored from the central Computer Room Operations. A high temperature alarm was recorded in the early hours and the Spook Support team called to offer advice and guidance.
The client commented: “Spook alerted us to a problem with our air conditioning units in the Civic Centre IT room in the early hours of Saturday morning. We were able to call maintenance engineers to deal with the air con faults and for us to take remedial action swiftly. We rely on Spook installed in multiple server rooms across the campus and for Spook Support to call us to offer advice at the time of an alert”.
Sunday 17th May 02:39 District Council - Home Counties (Water Ingress)
The Incident: Spook alerted the client to a water ingress issue in the early hours. As usual the Spook Support team were also informed and called to ensure that the client was aware of the situation.
The client commented: “Spook alerted us to a water related issue in the early hours of Sunday Morning. We were able to investigate matters and found that there was water ingress from another part of the building but this was picked up on the Spook installation of our IT room. We were able to deal with the source of the alert and to ensure our IT infrastructure was sound. We are pleased Spook Support contacted us so we could deal with this over the weekend rather than waiting to face the issue during the working week”.
Sunday 17th May 04:41 Heartwood Wealth Management – Kent (Water Ingress)
The Incident: Spook’s EMS alerted the client and the Spook Support team to a server room water ingress issue. The client was contacted by the Spook Support team and upon attending site found that water was seeping into the server room floor void from the adjoining kitchen. Further investigation revealed the problem to be a leaking mains pump pipe. No one was due back into the office until Monday morning, some 28 hours later.
The client commented: “Just to let you know that we had a water machine dumping out water from its discharge pipe! Not pretty but I have managed to now stop it and cleared up the excess water. Shows how valuable Spook is to us. These things never take place at sociable hours! Many thanks”.
Sunday 17th May 11.11 A leading UK based Outsourcing Company – Kent (Water Ingress)
The Incident: Spook’s EMS alerted the client and the Spook Support team to a server room water ingress issue in a remote data centre being monitored by the centralised Spook service in the Kent based 24/7 Operations Department.
The client commented: “We received a water alarm for one of our remotely managed data centres. We were able to identify an issue with one of the air conditioning units and to keep a watchful eye on matters. Spook is installed in a number of our locations around the UK and managed from our 24/7 dedicated bridge room operations in Kent. We refer to the Weekly Audit Reports to spot trends and to review incidents. Spook is now our chosen standard in EMS throughout the group”.
Sunday 17th May 12.01 Formica Europe - North East England (Water Ingress)
The Incident: Spook’s EMS alerted the client and the Spook Support team to a server room water ingress issue. Water was being discharged from the factory area near to the server room. Water was leaking from the adjacent location to the periphery of the server room under the false floor.
The client commented: “Spook Support telephoned our 24 hour security desk to let them know we had a water alarm on Sunday morning. Water had been detected from the factory area adjacent to the IT room. We were able to identify the issue and to ensure it did not impact the IT area. Spook Support called again during our call out to offer support. We are pleased we installed Spook to monitor the environment of our computer room”.
Thursday 22nd January 22:21 Premium Choice Insurance - Birmingham (Air Con Failure)
The Incident: The server room air conditioning units failed at specialist car insurance brokerage Premium Choice. At that time of night it's not surprising that no one was on site, or due to be so for the next 9 or 10 hours. Fortunately Premium Choice had the foresight to install Spook; a leader in managed server room environmental monitoring, in its Birmingham server room. As the temperature in the room started to rise, Spook automatically sent SMS and e-mail alert notifications to nominated support staff. In addition the Spook Support team contacted Premium Choice to ensure they were in safe receipt of the alerts and to offer advice. Premium Choice were able to control the situation by remotely shutting down non essential servers; whilst maintenance contractors were called and the units were being repaired.
The client commented: "Premium Choice has recently invested heavily in specialist IT equipment to support its increased reliance on technology. From a business point of view Premium Choice are hugely relieved that they received the early warning alerts from Spook, which enabled them to take prompt action, thus limiting potential damage to their servers and ensuring that their business was not affected".
TESTIMONIALS:
"We have recently invested heavily in specialist IT equipment to support our increased reliance on technology. From a business point of view we are hugely relieved that we received early warning alerts from Spook, which enabled them to take prompt action, thus limiting potential damage to our servers and ensuring that our business was not affected"
Premium Choice Insurance
“We moved to Spook as we felt the previous service provider was not delivering a high level of service. Spook is used to monitor multiple server rooms around the head office campus in three locations. We have always found dealing with Spook to be easy and straightforward. They are specialists in monitoring and the service level we receive is far more advanced than that of the one we had. Spook are keen to listen and continually keep us updated on all new developments”
Nisa Today's (Holdings) Limited
"Given the bureaucratic and inflexible approach of our previous vendor, we have been extremely happy with the way Spook have implemented and now manage our four primary locations in the UK. A supremely better service and with costs savings. Perfect. It's nice to deal with a provider that actually cares about their own business. It’s nice to have it all in one place, with a system and a supplier we can trust"
Henry Schein Limited
“We wanted a service-based solution that provided real-time alarms for our Guernsey data centre and our Jersey satellite server room via SMS and e-mail along with 24/7 support, ensuring that all critical alerts are safely delivered”
Investec (Channel Islands) Limited
"Spook has proven to be a strategically important service to us; helping us to remain in control of the management of our critical IT infrastructure. The Spook service is far more advanced and allows us, for the same budgeted spend, to monitor more server rooms and areas around the borough, in a more professional manner than before. In addition, Spook staff manage critical alerts meaning we receive informed and helpful advice at the time of an alarm. Subsequent incident reports are excellent for highlighting, under audit conditions, how and when alarms and alarm notifications were communicated. We are particularly impressed with Spook’s pro-active approach in trying to give us what we actually want. An excellent example of this was Spook’s response to our request to further enhance our solution by installing multiple plasma screens around the facility in order to display real-time operating conditions in all installations. Spook designed, planned, implemented, installed and handed over the entire solution to us in a timely fashion and, importantly, within budget. It does make a pleasant change to deal with people who take pride in what they do and are able to think ‘outside the box’ when delivering a solution"
East Riding Council
“Spook has proven to be a flexible and reliable service provider. They have paid attention to detail and always responded with the needs of Formica in mind. Its nice to have a service provider that actually takes pride in delivering an excellent service”
Formica Limited
“Spook are specialists in their field, and their service is the most advanced, in terms of monitoring and reporting. We are confident that we have invested in a service that will provide us with valuable advanced warning of adverse events likely to impact our ICT infrastructure; as well as providing key auditable data"
arvato Government Services (view case study)
"We operate two data centres providing services to our staff 24/7 so we needed a service that could provide real-time alerts and clear audit reports of the operating environment of our IT infrastructure"
Guernsey Electricity (view case study)
“We moved to Spook in order to monitor three locations centrally. Spook has proved to be a far more superior service and we especially value the unique reporting of trends and incidents”
Finlay Beverages
“We are able to review via audit trail each incident. This allows us to look at trends or offer this as supportive evidence when suppliers investigate the problems. We are confident that our decision to invest in Spook has assisted in preventing more major accidents happening which would have meant invoking our disaster recovery service provider”
Endsleigh Insurance Services (view case study)
“We have a small strategic server room in Guernsey but with overall management from the UK. We needed a service provider that could deliver more than 24/7 real-time alerts. The Spook support team have proven a valuable partnership”
Permira (Guernsey) Limited
“Our data centres provide hosted services for our clients. Spook guarantees we are alerted to all critical changes in the environment. We particularly value Spook’s unique client portal, mySpook. Here we can review our weekly audit reports and create real-time and historical charts for trend analysis and preventative maintenance”
2e2 (Guernsey) Limited
"We have found Spook to be cost effective, pro-active and flexible"
The College of Law of England and Wales
“We have a network of remote data centres in Jersey and Guernsey. We needed a service that could centrally monitor each room and provide early warnings of any potentially dangerous changes to the IT environments”
CI Hospitality