Hestia Managed Services selects Rogerthat Platform to automate alerting and escalation workflows
Hestia Managed Services is the market leader for ICT infrastructure maintenance and hosting services in Belgium. Hestia offers 24/7 secure network and server monitoring, health checking, fault resolution and problem escalation services, managed from the Hestia Shared Service Centre. Hestia has a large on-call workforce which is responsible for monitoring and managing the ICT infrastructure of Hestia’s customers. Hestia’s automated system alerts on-call personnel when an anomaly has been detected.
Traditional e-mail or text (SMS) based alerting has a number of shortcomings such as unreliability, lack of interactivity, and lack of control by the sender. Hestia replaced their traditional alerting system with the Rogerthat Platform. This allowed Hestia to improve their operational excellence, respond better to alerts and resolve issues faster.
Wim Kelchtermans, head of the Hestia Shared Service Centre, testifies:
It is critically important that our on-call personnel immediately takes action when a problem is detected in the ICT infrastructure of one of our customers. We cannot afford losing valuable time.
Rogerthat allowed us to offer a better service to our customers by solving a number of important problems in our day-to-day operations.
First, alerting our on-call personnel just by the sound of an SMS text message or an e-mail alert, implied the risk of missing alerts. This required us to send multiple messages. Using Rogerthat, this problem no longer exists since our monitoring infrastructure can remotely control the alarm sound and repeat interval of alert messages.
Second, it was not possible to detect whether an SMS text message or email actually made it to the smartphone of the recipient. This means it was not trivial to determine when to escalate an alert. Rogerthat avoids this problem by notifying the sender when a message has arrived on the phone of a recipient.
Another problem with the SMS or e-mail based approach is that our personnel had to log in to our alerting dashboard before they could update the alert status. Rogerthat facilitates this by embedding interactive buttons in the alert messages, which can control server workflows in a secure way.
Finally, our monitoring service can remotely “lock down” Rogerthat messages that are no longer relevant for an on-call person. This is impossible with SMS or e-mail, which typically leads to a large number of unread messages. The on-call person then manually has to delete these obsolete messages and therefore risks missing relevant messages.
About Hestia Managed Services
Hestia Managed Services is the market leader in Belgium for ICT infrastructure maintenance and hosting services. Hestia offers 24/7 secure network and server monitoring, health checking, fault resolution, and problem escalation services managed from Hestia’s Shared Services Centre. Hestia’s expertise can be used to complement your existing in-house support team. Hestia deploys strict procedures, based on ITIL. This makes it possible to offer the best SLA in the industry.
Hestia monitors more than 1,000 devices of 30 customers. Hestia processes up to 12,000 alerts every month. Hestia is a member of Uptime Group.
About Mobicage
Mobicage is a Belgian software startup. Their flagship Rogerthat Platform is a multiple-choice messaging platform for 2-way communication between organizations and persons. Rogerthat Messenger uses workflows to automate the communication with your employees and customers. An open source plugin to integrate the Nagios monitoring framework with Rogerthat Messenger is available.