Support Operations Center

Infortech is proud about our well organized and managed 24x7 Support Operations Center in San Jose, California. We employ the latest and greatest technologies in our support operations. We are geared to monitor, manage, maintain and support our customer's IT infrastructure from Firewalls, Networks, Servers, Telephone Systems, down to the Desktop computer.

Efficient Operations Management

The Support Operations center is staffed 24 hours, every day of the year. If you experience a problem with your service we are providing you in any time of the day or night, our team will engage quickly to resolve the problem. For efficient handling for support requests, we operate on a proprietary Service Managment System and Customer Portal System. All support requests are handled by the Operations Administrator and assigned to the appropriate Expertise Team or Onsite Team for faster resolution. Operations Manager manages and monitors each request and progress is reported back to the customer at every stage until resolution.

Our Teams

Expertise Team

We employ highly skilled Network Engineers with Cisco and Fortinet Certifications and Systems Engineers with MCSE (Microsoft Certified Systems Engineer); MCP (Microsoft Certified Professional); Fortinet and Cisco certifications. Our expertise team also bears the responsibility for Tier-3 Level Technical Services and Advanced Technical services.

Complete Managed Services Team

We have a team of spacialists who is in charge of the day today operation of Complete Managed IT Services. Routine monitoring, administration, management, updates, data backups, etc. are handled by this team on a routine basis. This team also monitors our early trouble detections systems. In case of a the trouble that cannot be resolved by the CMS Team, the Operations Administrator is alerted and the expertise of the approriate Expertise Team will be called in.

Onsite Services Team

Onsite Services Team is a group of Systems Engineers who are cross rained to handle all hands on IT related tasks at customer locations. The onsite teams works closely with Expertise Teams in handling routine maintenance, urgent and routine repairs, and hand on supports tasks at customer locations. For complete managed services customers, the onsite team makes routine visits to perform routine maintenance tasks.

Datacenter & Network Operations

To service our customers’ infrastructure, Infortech owns and operates a State of the Art Datacenter in Silicon Valley.

Reliable, High Performance, Scalable Infrastructure

When you choose Infortech as your service provider for your Hosted or Hybrid hosted IT Infrastrucfure solution, you can be well assured that you are being serviced by name brand High Performance Industrial Grade Server Hardware from Lenovo, Dell and SuperMicro; a redundant, resilient network powered by Cisco®; Network Security infrastructure built on Fortinet Hardware; and a state of the art Data Center.

One of the biggest advantages you gain when you subscribe to our managed services is 'scalability on demand'. We strive to understand our customer's current business and historical growth pattern. Collectively we plan ahead to expand our network bandwidth and infrastructure to meet our customer's upcoming needs. This will allow us to quickly accommodate our customers when they need more bandwidth or faster or higher capacity server hardware.

Data Center Facility & Network Backbone

Our network operations and data center is located in a multi-tenant Carrier Exchange Building in Silicon Valley, better known as the MAE-West building, which houses major carriers and Tier-1 IP Backbone providers. The building is connected to major internet peering points (MAE-West, MAE-East, PAIX, Equinix, AADS, NYIIX) with redundant OC-48 connections. Infortech Corporation is an Internet Service Provider with direct IP Address allocation from ARIN (American Registry of Interent Numbers). We peer directly with Tier-1 Backbone providers. Our IP transit comprises of Level3, Cogent, HE.NET, XO, ATT, with multi-giagabit fiber connections to the upstream peers.

Physical Security

The entire datacenter building is a secure, controlled access facility with 24x7x365 manned Security. The facility is secured with Card Key Access System, 24-hour Video Monitoring System with cameras installed in key locations to cover all accessible data center floor space. In addition to the floor access security, all system hardware is locked in highly secure steel cages.

Power System and HVAC System

The power system in the Data Center provides industrial grade, conditioned, multi-grid, redundant power, designed to run the entire data center without interruption. The Datacenter is powered by two independent Power Grids, separate redundant UPS Systems for each power grid, and separate Diesel generators for secondary backup. In case of a power outage, the generators can power the entire datacenter for up to 24 hours with the fuel onsite.

The entire Data Center floor has Industrial grade, redundant 30 Ton Liebert HVAC systems with zone based temperature monitoring and a micro particle air filtration system.