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CENTURION GUARD - WINDOWS

Centurion Guard is an application that has been designed and developed by Centurion, Inc. to monitor Communication Server specified operational activity on a 24 x 7 hour basis. If a problem is detected, Centurion Guard enters a message into the Windows Event Log with a unique priority level based upon whether the category of the message is Informational, Minor, Major or Critical. The logged message is also coded as to whether it is one that must be sent as a "page" to the Centurion, Inc. Technical Specialist.

After adding the client identity to the page message, it is formatted into an encrypted packet and transmitted via the Internet to the Centurion Corporate Customer Care Center main paging server, addressed to the Technical Specialist on duty. In a parallel manner, the problem message is delivered in email format to the Help Desk for review and tracking assurance during normal business hours. Statistics show that on average, only 30 – 60 seconds will elapse between the time a problem is detected and the technician is paged.

Upon receipt of the pager notification, the Technical Specialist reviews the assigned priority level to determine the severity of the issue. During normal business hours the problem message will be directed to a Centurion Help Desk team member for resolution. During other than normal business hours, the paged Technical Specialist will log into the Communication Server and while in a terminal user mode, implement a resolution to return the client system to full operation in the shortest possible time.

In addition to monitoring system operations, Centurion Guard will deliver a specially formatted message to the Centurion Corporate Customer Care Center main paging server every 5 minutes to indicate that the client system is operating without problems. If the main paging server does not record receipt of one of these messages within a 15 minute time block, a page will be delivered to the Technical Specialist during other than normal business hours, and an email message is sent to the Centurion Corporate Customer Care Center during normal business hours. A Centurion support team member will initiate a call to the client Communication Server to verify that it is operating successfully. A call could also be made to the client support staff notifying them that paging has stopped.

Due to the diverse scope of individual processing needs in place across our extensive client base, determining what events are to be monitored and entered into the Windows Event Log will be established at the individual client level. When events defined through this procedure occur, pages will be forwarded to the Technical Specialist on duty. When the client notifies the Centurion Corporate Customer Care Center by phone or email that operational interruptions are scheduled or anticipated, pager messages resulting from that operational interrupt will not be acted upon.

Typical messages initiated by Centurion Guard are reflected by the sampling that follows below. In each case, an informative message is entered into the Windows Event Log which initiates a page message to the Technical Specialist and an email forwarded to the Customer Care Center during normal business hours.

· Network connectivity has been lost:

The Centurion Guard system is unable to send the standard ‘is alive’ message to the Customer Care Center main paging server at its prescribed 5 minute interval.

· Centurion Guard/Host System connectivity interrupt:

The Centurion, Inc. host system interface application has informed Centurion Guard of various losses of connectivity or response timeout issues.

· Database problems:

Beyond the established database error reporting such as information relative to extents and rollback warnings for example, Centurion Guard contains scripts that validate the database as well. This front line review enables the Technical Specialist to approach problem resolution within seconds of detection.

· Specific digital voice T-1 issues (yellow or blue alarm)

Some versions of the Intel Dialogic T-1 components contain hardware diagnostic functionality that continuously monitors the T-1 line to the switch.

· Warning of insufficient free disk space:

Centurion Guard contains the functionality to monitor the availability of hard disk space in the Communication Server by interacting with the operating system software. Based upon localized parameters that were put in place upon installation, availability percentages are calculated and warnings are generated when the defined threshold is approached.

· System resources have reached limited thresholds:

Other various specialized scripts can be defined and implemented to monitor the Communication Server resources or client-specific needs as required.

To facilitate the most expedient resolution of a problem, Centurion, Inc. applications have been designed to enable our support team to access a client system via a modem connection and appropriate communication software. This is performed as easily from a remote terminal as from the local console and enables our support team to logically operate in a terminal user mode with the client system. By initiating commands to check programs, re-creating problem situations, or implementing modifications our Technical Specialist can resolve problems and return the client system to full operation in the shortest possible time.

In those instances when the problem is not related to the Communication Server and associated software, such as when a host system or network is determined to be the root cause, the Technical Specialist will call the documented client after-hour support contacts to inform them of the problem status. The client will then have the opportunity to determine what actions are to be taken, such as whether to proceed with problem resolution immediately or to wait until the next business day.

Pricing for Centurion Guard:

Corporate Office: 2825 So. Moorland Rd, New Berlin, WI 53151 / Sales Office: 4584 140th Ave No, Ste 1001, Clearwater, FL 33762