TMR OnGuard! Secure Connections Lead to Secure Organizations

Background:

A mobile medical company with over 50 locations across 35 states provides essential medical services to their patients. Some of these locations require 24/7/365 operations, while others maintain standard business hours. With high-priority locations requiring uninterrupted data services to support critical medical operations, this company needed a robust solution to always ensure uninterrupted and fully operational services.

Challenges

  1. Critical Service Availability: High-priority locations that operate around the clock required consistent, uninterrupted access to data services. Any downtime would directly affect patient care and essential medical operations.
  2. Complex Operations Across Multiple States: With 50+ locations in more than 35 states, maintaining consistent network performance and managing potential service disruptions across such a broad geographic area was a key challenge.
  3. Lack of Proactive Monitoring: Before partnering with TMR, the company relied on reactive processes for addressing service outages, leading to delays in identifying, escalating, and resolving issues. This often resulted in prolonged downtime and reduced productivity at their facilities.
  4. Resource Constraints: The company’s IT team was stretched thin, managing network operations alongside other IT responsibilities. They needed a solution that would not only monitor network performance but also manage outages from detection through resolution.

Solution: TMR OnGuard!

TMR addressed the company’s needs by implementing OnGuard, a proactive network monitoring, management, and remediation service. TMR’s U.S.-based Network Operations Center (NOC) began monitoring the company’s primary and secondary data circuits, routers, and firewalls on a 24x7x365 basis, providing constant surveillance and rapid response to any network issues.

Key Features of the Solution:

  1. 24x7x365 Proactive Monitoring: TMR’s NOC continuously monitors all data circuits, routers, and firewalls at every location, ensuring any service interruption is detected and addressed immediately.
  2. Automated Ticketing and Notifications: Upon detecting an issue, TMR’s NOC automatically opens a ticket with the carrier. Customizable escalation paths were established for the client, allowing TMR to follow & automate specific instructions on how to notify the necessary personnel and expeditiously deal with vendors. Notifications are made via email, telephone calls, or both, depending on the company’s preferences.
  3. Real-Time Incident Management: Once an outage is detected, TMR’s NOC takes ownership of managing the incident. TMR tracks the carrier’s service level agreements (SLAs) and escalates the issue when necessary, ensuring that the problem is addressed as quickly as possible.
  4. End-to-End Communication: The client receives regular updates throughout the incident until the outage is resolved. TMR’s NOC ensures that all involved parties remain informed of progress, reducing uncertainty and minimizing the impact on operations.
  5. Tailored Escalation Process: The escalation and notification processes are customized to suit the company’s specific requirements. This flexibility ensures the right people are informed based on the severity and location of the outage.

Results:

  1. Increased Uptime: With TMR’s OnGuard service in place, the client has nearly eliminated downtime across all locations, particularly at high-priority facilities that operate around the clock.
  2. Expedited Resolution: TMR’s proactive approach and NOC management led to faster identification and resolution of network issues. By handling communication with the carrier, escalating issues when necessary, and keeping all stakeholders informed, TMR keeps operations running smoothly and addresses outages with a rapid response rate.
  3. Reduced Strain on IT: The company’s internal IT team no longer needed to manually monitor or manage network outages. With TMR’s NOC taking responsibility for incident management, the IT team was able to focus on other strategic initiatives.
  4. Improved Operational Efficiency: Continuous monitoring and rapid response to outages improved overall operational efficiency across the company’s locations, ensuring that medical teams could focus on delivering care without interruptions due to network issues.

Conclusion:

By implementing TMR’s OnGuard service, the mobile medical company transformed its network operations, ensuring consistent uptime and rapid incident response for its high-priority locations. With TMR’s proactive monitoring and management, the company no longer faced uncertainty around network outages or prolonged downtime that could affect critical medical services.

TMR’s tailored, proactive approach allowed the company to streamline network management across its 50+ locations, ensuring a reliable, efficient, and uninterrupted data service. With TMR’s NOC monitoring operations around the clock, the company could focus on its core mission of providing vital medical services while leaving network management in expert hands at TMR.