Our Virtual Data Center infrastructure is equipped with Live-Alert, our in-house developed Automated Monitoring system.

Live-Alert monitoring is deployed at 3 stages.

Process Monitoring

Process Monitoring Robot monitors & logs all running processes every minute. If robot notices any process which is utilizing more resources than the accepted threshold or process is found to be malfunctioning, they are immediately terminated. In case of such events, email & SMS alerts are sent to Customer Support Team for further investigation. Live-Alert robots are capable of restarting or terminating any process required for smooth functionality of servers.

Our system also generates real time report which are manually reviewed by our Customer Support Team.

Server Load Monitoring

Load Monitoring Robot logs server load every minute. If server load is found to be higher than accepted level, responsible service is terminated and email/SMS alerts are sent to Customer Support Team for further investigation.

Remote Port Monitoring

All our servers and server ports are externally monitored from 2 different locations every minute. In case of any failures email & SMS alerts are sent to Customer Support Team for further investigation. In case of any of the services malfunctions or goes off-line, immediate notification is sent to our team.

Live-Support Defined

Nettlinx was founded with the vision of being a customer friendly, technology service company that was easy to do business with. We wanted to adopt systems, define processes, implement tools and have the right TEAM to meet our vision. We wanted to ensure that we exceed our customer's expectations at every interactions.

This vision is integral key component of every part of Nettlinx resulting into a unique level of customer service, which we call "Live Support".

To ensure "Live-Support" we have focussed on following key areas.

The Team

As a focused Managed Hosting Provider, we take customer service & satisfaction as our highest priority. We believe that Customer Support focus is a key area for any company to offer high level of services and generate trust in customers. We have always been dedicated to committed & personalized customer services. Although many of the key services can be automated, service level ultimately relies on customer support team. More than just great technical skills, they must have strong desire to solve problems for customers.

We only hire those who demonstrate dedication & strong passion for helping people. Potential employees must posses qualities like friendliness, patience & desire to grow in a self challenge environment. We recruit executives based on their personal values and we train for technical expertise.

Our team members at all levels of the company go through the ongoing training programs which makes us a Strong work force.

Our information sharing process, group discussion and internal bulletin boards ensures that all key information is shared by all team members.

Finally, our employees function in a team environment which encourages an outstanding service experience to our customers. Our Team Work approach allows customers to develop deep personal relationships with team members. Each employee's compensation is linked directly to the overall satisfaction of their team's customers. Each member's metrics are tracked individually and results of the team are published on daily basis. Team members take pride in sharing how satisfied their customers are.

IndiaLinks is a company committed to hiring and training people that fit our values. We realize that this is an MUST element to keep our Live-Support philosophy intact as we grow.

Systems & Tools

To meet & exceed customer's expectations is impossible without proper systems in place. Systems serve as foundation upon which our Managed Hosting Platform is built. Flexible systems are must to achieve our vision "Live-Support".

We have in-house developed number of systems & tools, from the phone system that tracks customer calls, online support ticketing system, automated centralized hosting environment which is capable of controlling hundreds of servers right from one single control panel, server & port monitoring tools, server robots capable of self-correcting technical issues to complex reporting tools. Real advantages India Links has over other technology service company is that our systems are built specially for MANAGED HOSTING.

Integration of our systems gives us incredible flexibility when serving our customers. Our systems do not only offer automation for our services that can deploy complex hosting environments within minutes, but once they are deployed, we are able to monitor, identify & resolve problems all from within one system very quickly.

Our tools provides over 80% of required man power. Efficiency & automated processes translates into faster service and a dramatic reduction in human error.

Methodology

We continually work on implementing & improving processes to remove hassles for our customers and improve the overall service standards.

to make it easy for our customers to do business with us is a key focus of "Live Support". We look for processes that could be made automated or simpler for our customers and when we find one, we make changes. Each and every TEAM member of India Links is expected to identify processes that could be improved.

Customer feedback is one of the main key inputs to improve processes. We solicit and encourage feedback from our customers.