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March 2007 • Français • PDF Version |
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Greetings,
As we enter a new year, I would like to take the opportunity to personally thank you for your role in making 2006 yet another successful year for Fusepoint. Our philosophy is to create long term relationships with our customers and we look forward to working with you in 2007 and beyond.
We will continue with the key initiatives undertaken last year, one of which is centered on improving our service levels and customer satisfaction. Our re-structured Client Experience Team is indeed evolving to better service your ongoing needs. |
We are also introducing a short survey as part of our continuous improvement efforts to encourage feedback on the quality of our ticket resolutions. As part of our ongoing capacity planning, we are investing heavily in refreshing and upgrading our network infrastructure throughout the year. In addition, keeping pace with technical innovations such as Network Virtualization allows us to further optimize the speed, reliability and security of our network.
In closing, I hope you enjoy reading this newsletter and learning about some of our continued service enhancements and technical developments.
Best regards,
George Kerns
President & CEO
george.kerns@fusepoint.com
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“Spring Forward”
Three Weeks Sooner!
The concept of Daylight Savings Time (DST) began in 1915 in Germany. The reason behind this manipulation of nature’s clock was simple – to take advantage of natural light to reduce energy consumption. Following an amendment to the U.S. Energy Policy Act of 2005, beginning this year, the standard North American period for DST is to begin three weeks earlier on March 11th and end one week later on November 4th. |
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Operating systems and applications are typically set to automatically adjust for the usual DST. Here at Fusepoint, we have planned for the time change and are currently proceeding with all DST-related vendor patches for all Managed Hosting customers and our own internal infrastructure. If you are a Colocation customer, then it is your responsibility to drive the change process, but we will be available to work with you to plan, schedule and execute the change. You will need to open a change request ticket (via WebCare) specifying the date you want the change to be executed by.
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You may receive additional Fusepoint notifications regarding this topic before March 11th. The reason is that not all vendors have their patches available at this time. We continue to follow up with each vendor and will provide additional information as we receive it. We urge you to begin the process at your earliest convenience so we can get this work completed as quickly as possible. If required, your Customer Experience Consultant can work with you to develop an effective change plan.
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Here are some important things to consider:
- Review time sensitive applications – including those that reside on mobile devices
- Adjust internal systems and server clocks manually
- If you have an application using third party software not supported by Fusepoint, it is your responsibility to gather and apply the appropriate upgrades and patches
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Customer Care Evolves
At Fusepoint, the customer experience is critically important. Over the past year we have re-engineered our Customer Care group; considerably raising the technical skill and leadership experience of the Customer Care Specialists. We have endeavored to improve our response time at the regional level and are pleased that some of you have acknowledged our improved responsiveness and effectiveness. To better reflect the true nature of what the team does for you, we have changed the name of the Customer Care Group to the “Client Experience Team”. Your Customer Care Specialist’s new moniker is “Client Experience Consultant”. |
Looking For Your Feedback
The majority of work performed for Fusepoint customers goes through our WebCare ticketing system allowing 24 X 7 communications as we strive to resolve your issue quickly and efficiently. Measuring your client experience through the satisfactory completion of client-opened tickets is important to us. As of April 1, 2007, we are introducing a feedback mechanism included with the e-mail notification you receive advising ticket closure. A link to a short questionnaire will give you the opportunity to rate how we did in resolving your ticket.
Your Fusepoint team will be reviewing your responses and incorporating the feedback directly into our team’s performance objectives. Please help Fusepoint raise the “client experience” bar by providing your feedback.
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Operational Quick Reference Sheet
We’ve updated the Quick Reference Sheet found within our Standard Operating Procedures (SOP). Please keep this with your copy of the SOP. If you have misplaced your SOP original copy, please contact your Client Experience Consultant.
To get the Quick Reference Sheet, Click HERE |
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Virtualizing The Network
Server virtualization is a hot topic in the IT sector as enterprises and service providers look for ways to optimize data centre space and server utilization. But, did you know that we can virtualize our network in the form of virtual firewalls as well? In our Toronto data centre, we will soon be able to deploy firewall modules in the distribution switches that your servers connect to as the gateway to the Internet. This optional subscription will enable clients with high-bandwidth requirements to leverage this high-capacity infrastructure. In addition, the virtual aspect of the switch design will result in optional redundant back-end firewalls for our managed hosting customer environments. Both offerings provide you with the ability to improve the performance, resiliency, and security of your IT environment. |
How Prepared Are You?
We all know it's important to build a comprehensive business continuity plan to preserve your organization in the event of a crisis.
But how ready are you really?
Take the Risk Assessment Test to find out! Click HERE |
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Talcura Talent Management Solutions
Talcura Corporation is a leading provider of on-demand Talent Management Solutions (from recruitment to employee performance management to succession planning) for companies of all sizes and industries. Their 500 customers achieve significant cost savings while improving process efficiency in acquiring, developing, and managing their most valuable assets: people. |
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The Challenge
As an on-demand solutions company, Talcura knew it needed to create a scalable and secure Application Hosting Infrastructure that would support its aggressive business growth. Due to the nature of its business, providing optimum security and performance to customers was critical. Recognizing that it didn't have the necessary resources, skill sets or capabilities in-house to manage its own Application Hosting Infrastructure, Talcura sought out a managed IT service provider.
The Approach
Key business decisions were made for Fusepoint to fully design and manage all components of Talcura’s Application Hosting Infrastructure, including: hardware, application database, disaster recovery and operating systems. Fusepoint offered a solid framework for data hosting infrastructure with a higher level of security and 24/7 monitoring service.
Results
Improved efficiencies have resulted in Talcura’s customers managing their recruitment function and employee performance appraisal process better, and in half the time. With measurable results like these, Fusepoint’s partnership is vital to Talcura’s continued business growth. “Providing the highest level of data security for our customers is paramount to us,” said Nathan Kathira, VP of Technology at Talcura. “Our customers know that their data is totally safe and available when they need it – anytime and from anywhere,” he added. In addition, outsourcing to Fusepoint allows Talcura to remain focused on its core business competency – the development of innovative Talent Management Applications.
To learn more about Talcura and its services,
call Sandra Jagmohan at 416.431.9088 X222 or
e-mail Sandra@talcura.com | www.talcura.com
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Fusepoint Managed Services
E-mail: info@fusepoint.com
1.877.387.3764 |
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