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Compaq support service plugs into portals

Compaq's high-availability support services now include monitoring of application and database performance data delivered over a Web portal interface. Until now, Compaq services only included monitoring and reporting of hardware devices.

The Internet-based service, Remote Monitoring and Performance Reporting (RMPR), aggregates equipment and software performance, whether on a single network or in distributed data centres. The service also correlates data between those sites and equipment to narrow down the root cause of a single outage, according to Jerry Coffey, director of business critical services at Compaq.

Compaq has teamed up with InteQ Corp., a support services infrastructure company that created the portal and Internet underpinnings upon which best-of-breed system monitoring, problem identification, diagnostics, reporting, and problem resolution applications sit.

InteQ uses such tools as HP OpenView, Compaq Insight Manager, and Mercury Interactive among others, according to InteQ CEO Maureen Ellenberger.

System managers will receive alerts via pagers, e-mail, or phone, with wireless PDA support expected soon. "It depends on the data you want to receive, but certainly a trouble ticket could be sent to a wireless device," Ellenberger said.

The Web portal approach will also lower the costs of support services to both providers and customers, said Compaq's Coffey. "It's a one-to-many model. The tools are set up within the service organisation and they are able to monitor many customers using the same set of tools," he added.

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