True Story
A customer contacted our help desk line early one morning with a frantic message about their server’s hard drive, red lights and error message…
When we checked out their problem ’server’ (which wasn’t really a server at all, more on that later) there were two hard drives that were mirroring each other – so when someone saved a file, it was saved on both drives. The reason for this is if one drive fails, the other drive can take over.
In this case, the ‘mirror’ was broken – no one knew what the problem was, only that the problem existed. Unfortunately, this problem had been happening for days.
There were no notification messages, no proactive emails and no on on staff trained to look for this problem.
If they had subscribed to Now IT Works “PC Crash Protection” tool, an email would have been sent out the first time this error occurred so our help desk could have contacted them and dispatched a technician. Even after this warning event, the customer did not chose to sign up for PC Crash Protection. We are unable and unwilling to service customers who do not see the need for this valuable tool. It is even more unfortunate because this customer has 3 servers and 50 computers – without any protection or properly trained staff.
*** Tech Note: A server can mean two different things – a physical server or a software server. For instance, if you have a file server in your office, it’s a physical piece of computer that handles the file requests for all users. If you have your website hosted on a web server, it’s most likely a piece of software that handles the hosting of many websites, including yours.
