Errors happen. Systems can lose connectivity to the internet, networks fail, computers fail, data can often be inaccurate or incomplete. HIP and CIP_CS can handle all these conditions and more. All CIP_CS Secure Agent nodes send out regular heartbeat messages. If heartbeats are not received by the parent server a high-level alert is created and forwarded to the help desk. Help desk support personnel can then run remote diagnostics to diagnose the problem and fix the problem. If the problem cannot be fixed remotely (for example a PC that has failed or been powered sown) they can alert or contact the administrator for the site and inform them of the exact problem and steps needed to correct it.

The CIP_SA can react to a large number of conditions and manage corrective action. In the case of data errors the CIP agent will send out delivery failure notifications to interested parties at both the source and destination providing exact details of the error. All notifications methods and alerting levels and intervals can be customized to the specific needs of the particular node and its users. Alerts can be sent via email, pager, sms text and other methods.

HIP nodes are protected by Intechgra's highly touted Intune support services. We provide the monitoring and support 24x7. Our support engineers are guaranteed to answer high-level alerts (system down or un usable) within 15 minutes. The CIP_CS software features a set of remote service commands that can be triggered from the HIP center to update configurations and deal with a variety of issues that can be encountered. Often, alerts are created and acted upon without anyone at the client site even realizing a problem existed until the support notification report is sent when the problem is resolved.

Even though the software is self monitoring and sends alerts, we know there are times when questions arise or alterations to the environment or software configuration are needed. The CIP_CS dashboard allows users to create new support cases directly from the console, or by simply sending an email to the help desk. When a support cases is opened, user administrators are notified and kept informed of progress via an automated email update system that provides details any time the case is worked on. The CIP_CS dashboard also allows the user to view alerts and support requests and update them at any time.

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