December 2008  •  PDF Version   
   
Message from the President
  Fusepoint Update
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Webcare Enhancements: New Account Management Services
Webcare is Fusepoint's online customer interface designed to provide management and support of your hosted environment. Webcare offers 24x7 access to system health reporting, bandwidth statistics, our ticketing system, web analytics, and is available in French and English. We have made some recent enhancements that are designed to improve your ability to monitor levels of consumption of bandwidth and backup, increase visibility into tracking tickets, improve the management of RSA tokens, and additional updates to improve the usability of the system for all customers. Added features are located in a new section called Account Management in the top primary navigation of Webcare, once you are securely logged in.

**New** Bandwidth and Backup Monthly Overage Reports

Previously, Webcare reported the actual volume of bandwidth and backup you were consuming. Through the new report, users will be able to compare the actual bandwidth and backup usage to your committed rates, allowing you to track the overage volumes, if any. In addition, you will be able to compare month over month changes and trending results for the last 6 months which will indicate if your commit rates are set at the proper levels. If you continually use more than your committed levels you may want to consider resetting them to save overage costs in the future.

**New** Open Tickets At-a-Glance Report

This enhanced reporting capability allows users to view all open tickets at once so they can quickly scan the status report and to identify areas that require immediate attention. This saves time since you don't have to open each ticket individually as was previously the case. In addition, we have improved the way tickets are expanded to their full view and made it easier to collapse tickets.

**New** 12 Month Ticket Report

Under the Service Request section, the user is able to view all Closed Tickets and will continue to have that option. However, under the new Account Management section you will now be able to view all tickets that have been opened during the past 12 months. In this new report you will also see the lifetime of a ticket, highlighting the Average Open to Close statistics.

 

**New** Survey Results

Did you know that once you have closed a ticket you can provide direct feedback to the Fusepoint team to let us know how we are doing and identify areas we can improve upon? The new Survey Results feature will track and show you the aggregate of all surveys submitted and the feedback provided if the survey was completed.

**New** RSA Last Login

This is a new function in Webcare that offers the ability to track who on your team has been assigned an RSA Token and who is using those tokens. This not only allows you to view the current assignments but also lets you reassign them to other team members who may be more appropriate. Contact your Client Experience Consultant, or create a ticket in Webcare to reassign and manage your RSA tokens.

 

New Equipment Change Request Process for
Colocation Customers
A new procedure will become effective on January 5th, 2009 for moving equipment in or out of Fusepoint facilities. The reasons for this change are to ensure best practices are in place for the physical transfer of valuable assets and to help with power management considerations. The links below provide a further explanation of the process and the form that must be attached to Webcare tickets to bring equipment into our data centres or to remove it.

Please feel free to contact your Client Experience team for further clarification. For the document explaining the procedure in detail, please click HERE. For the form needed to move equipment in/out of Fusepoint facilities, please click HERE

 

 

Fusepoint Managed Services
 1.877.387.3764
 

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