Today I’m going to talk about a medical customer from Fuzhou who has been using the product since its launch and has continued to renew the contract for four consecutive years. He is a veritable big brother on the list. What impresses users at first is the service ability of the technical team, as well as customers' expectations and support for new products, and they have not given up for five years, out of habit? Still dependent?
In order to better serve customers, we use data and practical case analysis to explain the actual value of LinkSLA to users.
Basic data
The data of the past year shows that 306 assets have been connected in total, 498 work orders have been generated, 1748 incidents have occurred, the work order response timeout is 0, the processing timeout is 0, the response execution rate is 100%, and the processing execution rate is 100%. The service response is very timely.
5 years of service case review
Reduce unplanned downtime events by more than 90%
Before using the LinkSLA intelligent operation and maintenance housekeeper, the hospital did not use any monitoring operation and maintenance tools, and the technical personnel were limited, and they were often notified only when the business system was unavailable. The operation and maintenance role was often firefighters, who were very passive and under great pressure. In the past, about 16-20 business system interruptions occurred every year.
Until the hospital integrates HIS, PACS, LIS and other software and hardware resources into the LinkSLA monitoring operation and maintenance platform, the platform will monitor and detect the indicators and logs of each business component in real time, and the on-duty engineer will provide 7*24 on-duty and service, and notify in time if an alarm is triggered Engineers close the loop on work orders to nip hidden dangers in the bud and greatly reduce the risk of system downtime.
In the five years of use of the operation and maintenance platform, unplanned downtime events have rarely occurred.
Solve the problem of space growth
The issue of spatial growth may seem trivial, but its substantial impact cannot be ignored. For example, the frequent unplanned downtime of the customer's business system was closely related to this. The seemingly simple space growth problem is very time-consuming and laborious to actually check. Many users will filter it out and are unwilling to do routine checks for such trivial things every day. LinkSLA operation and maintenance manager uses AI machine learning algorithms to conduct trend monitoring and analysis, inform customers one week in advance, and do space planning and cleaning. Let's look at a set of cases.
At 15:06 on March 30th, an alarm was received from the hospital continuity protection system GX2000A that the disk partition usage rate exceeded the threshold. Looking at the three-day sequence diagram, the D disk increased by about 300G from 1:00 am to 2:00 pm. The space utilization rate is as high as 96%.
The D disk space skyrocketed abnormally, which may cause system abnormalities or even downtime. The MOC engineer immediately notified the customer and the on-site engineer to further confirm that there was a problem with the running software, and a large number of error logs were stored on the D disk, resulting in a surge of 300G in the D disk. The on-site engineer promptly deleted the error log, restored the D drive usage to 6.33%, and the fault was resolved.
A full disk may seem like a minor problem, but if it is not handled in time, it will cause system operation failures or even downtime, affecting the stable operation of the business. LinkSLA intelligent operation and maintenance manager uses real-time monitoring to detect problems in time and respond quickly to nip problems in the bud. In the tedious daily operation and maintenance, never miss a single hidden danger.
Effectively avoid more than 90% of IT failures
The operation and maintenance personnel of the hospital information department cannot pay attention to the alarm situation of the system at all times, or do not know how to deal with the alarm of the system. In case of a problem, if there is no reminder and solution, the meaning of the operation and maintenance system will be lost. Linksla's MOC on-duty engineer will screen the alarm log after a fault alarm occurs, and can notify customers of high-risk alarms as soon as possible and provide technical support.
This greatly reduces the user's system risk and labor cost investment. And the SaaS scalable model allows flexible procurement to meet the needs of asset expansion.
It seems that I have found the reason why the big brother on the list will not give up: use LinkSLA and say goodbye to operation and maintenance troubles. A long-term relationship must be about mutual success and going in both directions! In the long-term service and communication, we are familiar with the customer's operation and maintenance environment, building characteristics, index problems, and aware of the needs and concerns of customers, so that we can better provide users with professional and customized service solutions.