Server Hosting
Mercury Technology has long-term contracts with Data Center vendors with premiere facilities. This serves as the foundation for Mercury Technology’s Hosted Oracle EBS offerings. Mercury Technology Data Center s are state-of-the-art multimillion-dollar facilities designed to withstand natural disasters and are fitted with sophisticated systems for network, power, cooling, water, and security.

Disaster Preparedness
Mercury Technology’s two production Data Centers are geographically diverse locations in the US. Each Data Center is configured as a backup for the other in the event of any single Data Center outage. This capability is included in all Mercury Technology Hosting solutions.

Network Connectivity
All Mercury Technology Data Centers are equipped with multiple Internet Service Providers (ISPs) and redundant Cisco network equipment. We offer Internet VPN and/or Dedicated networking connectivity options (either Point to Point or MPLS). We are one of the first to implement Cisco’s new Virtual Switching System on the Cisco 6509 to offer fully transparent failover between Core Switches. Mercury Technology can also offer individual VPN accounts on a per-user basis for remote workers and emergency purposes.

Monitoring
Mercury Technology uses a combination of standard and custom monitoring software to keep an eye on the operations of our hosted Oracle systems. From basic server and operating system monitoring to more advance Oracle and EBS Application monitoring, Mercury Technology has over 10 years experience with developing, implementing, and monitoring Oracle systems.

Support
Mercury Technology’s premier 24x7 support team provides service for all system environments. Mercury Technology Administrators offer complete trouble resolution, resource management, system security, disaster recovery, system configuration, change management, and program management support.

Practices & Procedures
Mercury Technology takes a highly pro-active and preventative approach to supporting customer systems. Since the Managed Service Program is offered on a flat fee basis we are motivated to implement proven configurations of Oracle Systems and to execute Best Service Practices – to maximize customer satisfaction and minimize our efforts.

Staffing
Mercury Technology support staff are located in one of the Mercury Technology Support Centers. Support analysts are organized in small Support Teams to provide coverage for client systems around the clock. Within each team there are 5 to 7 Service Managers (SM). Mercury Technology Service Managers are experienced administrators and perform many of the client system administration tasks, however, additional support analysts and staff will assist in providing around the clock support coverage. Mercury Technology assigns a Service Manager to coordinate and manage all Mercury Technology efforts for a client.

Service
There are many critical components to successfully supporting IT environments. From monitoring to trouble resolution to data backup to resource management many of these components rely on extensive technical expertise and experience, however, just as critical are the service relationship aspects of the support program. To this end, Mercury Technology has focused its efforts at defining and executing support and service procedures that incorporate all of the technical elements necessary to keep your systems performing at peak efficiency while also maintaining a service relationship with client IT staff that fosters teamwork, cooperation, and effective communication. The rest of this section highlights the primary components of the MSP Service Model.