The Troubles of Delayed Maintenance – An I.T. Horror Story

The Troubles of Delayed Maintenance – An I.T. Horror Story

We are celebrating spooky season with a horror story of IT done wrong, a cautionary tale warning about the perils involved when a company does not consider their IT infrastructure a priority.  Hear the tale of a company that decided to do business without a Managed IT Service Plan in place.

It is no secret that Allegiance Technology Solutions is a Managed IT Service Provider.  For those unfamiliar with that term, Managed IT Service refers to outsourcing your IT support and maintenance, rather than hiring internal IT employees.  Depending on the size of your business, Managed IT Service plans provide a cost-efficient technology support system that makes sense from a financial standpoint.  With a good Managed IT Service Provider, you can have peace of mind that the technology your employees rely on will be supported and maintained, so you can focus on growing your business.

However, there are companies out there that can’t justify the monthly overhead costs associated with a Managed Service Plan.  They believe they can’t afford the monthly cost, or they don’t see the value or benefits of having a Managed Service Plan in place.  So they put off such things as required maintenance or scheduled updates.  Although a company can ride for some time without proper maintenance, eventually their luck will catch up with them, and problems occur.  A mission critical application crashes, or hardware starts to fail.  Eventually, something is going to fail.  And it usually happens at the worst time possible, right when you need it to work the most!

The Case of the Reluctant Accountant

Case in point: XYZ Accounting Services, a fictitious name for a real Certified Public Accountant company, recently experienced such a problem.  XYZ prepares taxes for many clients, and heavily relies on a specific application to process, record and file tax documentation on behalf of their clients.  The application was running on a very old server running Microsoft Windows Server 2012.

Yeah, the Windows Server version that was based on the horrid, unbeloved Microsoft Windows 8.  Shivers!

Microsoft Windows Server 2012 without a Managed IT Service Plan

Remember this interface?  The one that Microsoft wants us to forget?

XYZ had contracted our services many times over the years to fix one-off technical problems, choosing to pay our emergency support rate rather than agree to a monthly contract.  Despite several conversations about the benefits of a Managed IT Service contract, XYZ stubbornly refused our monthly service, thinking it was cheaper to pay the emergency fee on an as needed basis.

On a recent emergency support call, it was discovered that the hard drives in their aging server were starting to fail.  After several hours of work, we set up a band-aid solution for them so they could continue to work.  We warned the head of XYZ Accounting Services that their server was beginning to fail, data might become corrupted, and the hardware needed to be replaced ASAP.  He asked for a quote to replace the server.

After receiving the quote, XYZ decided the cost was going to be too much to handle.  And the aging server continued to limp along.  Until one day, a few months later, it could limp no more.

Again, Allegiance Technology Solutions was called upon to provide emergency support.  But the server had served its last record.  It had computed its last calculation.  It was time to release that old server to the great junkyard in the sky.

The server had to be replaced, there was no band-aid solution that was going to work this time.  After lengthy discussions, and a quick turnaround from our support team, a new server was being built while the data from the old server was being recovered.  And a new Managed IT Service contract with Allegiance Technology Solutions was born.

Finally, the new server was in place.  The application was installed and the data had been restored.  But after working for a few days, XYZ employees realized that not all of the data they were expecting to see was there.

Duh! Duh Duhhhhh!

Gasp!  Our horrors were confirmed!  The data was corrupted!

Our team went back to work, doing a deep scan of the failing hard drives.  We were able to use advanced data recovery tools on a Linux computer to recover more data, which was eventually restored to the new server.  XYZ was finally back up and running!  And they will be able to run for many years with a new maintenance agreement in place.

If Only…

If only XYZ Accounting Services had chosen to use us as their Managed IT Service Provider BEFORE there was a problem.  We would have had daily backups ready to restore their data.  We would have performed proactive hardware and software maintenance, increasing the reliability and longevity of the system.  We would have been able to advise XYZ about upcoming hardware replacements way before there was a failure.  And their emergency and weeks of downtime would have been completely avoided.

Life After Death

We are happy to say that XYZ is now a Managed IT Service client.  XYZ has learned a valuable lesson in technology maintenance, that it is something that should not be ignored.  Now their emergencies are no longer emergencies, as they have the service and expertise of Allegiance Technology Solutions just a phone call away.

Now, XYZ’s computers are protected by world-class antivirus software.  Server data is now being backed up daily.  We have remote access tools installed in case their staff needs quick access to tech support.  We have 24-hour security monitoring in place to alert us of security issues and real-time server health.    And now they have a proper network with professionally installed Ethernet cabling, enterprise class wi-fi access points, and internet protected by industry standard firewalls.

What About Your Business?

If you own a business and are interested in protecting your technology assets, increasing security, or just want to avoid a catastrophe like the one above, contact us today and we can discuss a Managed Service Plan that fits your business needs.  Until then, stay safe out there!