99.99% Uptime! Remsys Takes Managed Technical Services to The Next Level

99 percent uptime with Remsys managed technical services

TL; DR: Remsys has provided high-quality managed technical services for more than a decade, with a team of carefully-selected professionals. Offering services that range from technical support and high-availability/high-load solution implementation, to infrastructure management and server management, they can help any company overcome technical or support-related challenges.

As someone who has dealt with support and infrastructure nightmares from working in the hosting industry, I was excited to hear about the stellar managed services that Remsys offers.

I wanted to find out more about Remsys, and I had the great opportunity to conduct a Skype interview with the General Manager of Remsys, Constantin Garcev, who joined the company in 2005. He is in charge of the operations of the company, and is the eyes and ears responsible for keeping the team on the cutting edge of managed services.

The Need for Support and Infrastructure Outsourcing

These days, many companies struggle with the support aspect of business, as well as the tedious work that goes into planning and deploying infrastructure. Keeping these costs low, while also providing great support and reliability for products, can be extremely tough.

Support and infrastructure costs rising over time graph

Support and infrastructure costs can easily skyrocket over time as demand for a service grows.

In a lot of cases, reaching out to long-time experts in these fields — experts who have somewhat perfected the process along the way — can save a lot of headaches and money.

How Remsys Got Started With Managed Services

Having been founded in 2004, Remsys began by providing technical support for a few small hosting companies that each had several servers in need of management. Then the founder of Remsys, Grigore Raileanu, found and partnered with another large, US-based hosting company. This helped Remsys propel their growth, and begin to diversify their technical service offerings.

Remsys provides support for a wide range of businesses, including those related to web hosting, file hosting and file sharing, IPTV, VoIP, and other Internet services.

CloudLinux logo

CloudLinux is a large client of Remsys.

One large client Remsys provides dedicated support for is CloudLinux, a company that builds software designed to help shared server environments remain stable and secure.

CloudLinux is used by more than 2,000 hosting companies on more than 25,000 servers in more than 100 datacenters, so you can imagine the support load required.

Remsys also supports the largest host in Kazakhstan, some large European IPTV companies, and large file hosting companies in Russia. Remsys has a very large and diverse client base, including a lot of US-based hosting companies.

Infrastructure Management Doesn’t Have to Be a Headache

Remsys has developed an internal tool, their Infrastructure Management Platform (IMP), designed to help automate the configuration and management of infrastructure.

Remsys Infrastructure Management Platform

The Remsys Infrastructure Management Platform (IMP) helps with deploying and maintaining your infrastructure.

“It doesn’t matter how big their infrastructure is — they can manage a thousand servers as one,” Garcev said.

Not just a resource for direct support, Remsys also empowers clients to understand their own infrastructure, so they can manage aspects of it themselves when they deem it appropriate.

The Remsys team works with clients based on their infrastructure and business needs, so if a client is on a tight budget, and uptime isn’t mission critical, Remsys can plan a smaller-scale deployment for them.

If someone needs 100 percent uptime and can’t afford any downtime, Remsys can develop a more robust deployment model, including redundancy and fault tolerance in the plan.

Remsys plans and deploys to existing infrastructures, creating everything from scratch, if that’s what the client wants and needs.

The Expert Support Team Behind Remsys

Remsys is staffed with about 60 employees, 45 of which being engineers, all of which are full-time, because they don’t hire contractors or temporary workers. This helps ensure their clients are working with the most dedicated and brightest individuals who truly understand the technology they are working with and want to see their clients succeed.

Remsys at HostingCon 2014

Constantin Garcev (right) and a fellow co-worker represented Remsys at HostingCon 2014 in Miami, Florida.

The Remsys staff is primarily located in Eastern Europe in the country of Moldova, but the Remsys team also has remote employees from locations around the world, such as Thailand, Serbia, and the US.

An Autonomous Support Workflow Gets Work Done

The support structure of Remsys is built around the needs of their clients, who expect around-the-clock availability.

“We are working 24/7. We are trying to build support itself to be as autonomous as possible. We have built a special system that arranges all tickets based on different criteria and creates a specific list of tickets to be processed,” Garcev said.

He explained that the urgency of a ticket is assessed. In the case of a high-priority ticket, such as a service being down, the ticket is marked as “critical” and pushed out to the engineers quickly for swift resolution. Other non-critical tickets are placed into a main ticket queue that all the engineers work through one at a time.

Remsys dedicated technical support teams

With a great ticketing system, dedicated Remsys engineers can start solving new issues quickly.

Remsys also have managers who help in certain cases when needed, but they don’t interfere and are just there to support the engineers.

Remsys also has long-term projects that need to be tracked over time, so the team has daily meetings to keep all the engineers and managers on the same page. “It’s something close to SCRUM, but in system engineering,” Garcev said.

Remsys Supports a Wide Range of Common Technologies

Being in the hosting industry for a long time, Remsys is very familiar with the trusted technologies that most companies want to employ. When looking at adding support for a new technology they haven’t had a lot of experience dealing with, Remsys likes to take their time adapting their team to ensure top-of-the-line quality in all of the support services they provide.

Remsys is upfront with clients about any additional time that might be necessary for a project utilizing new technology they haven’t previously worked with extensively. For example, several clients recently wanted to utilize BigData and Hadoop for their projects, so the Remsys engineers spent the time necessary to learn the best practices when dealing with this type of technology.

Planning and Providing High-Availability Solutions

Remsys works closely with their client’s needs when designing and implementing solutions for high-availability. One example Garcev mentioned was a client that started off only needing one or two servers for a file hosting service, but that project has now scaled to a couple hundred servers managed by Remsys.

Remsys High Availability Solutions

When uptime is critical and downtime isn’t acceptable, Remsys employs their high-availability solutions for their clients.

The typical time frame for a high-availability system is between one and three months, after all the design, implementation, and rigorous testing, but the time involved in a project is very dependent upon that particular client’s needs and level of involvement.

Final Thoughts

I really appreciate Constantin Garcev taking the time to tell me more about Remsys. It sounds like Remsys is very passionate about providing quality support and helping with just about any technical challenge of the modern age.

If you happen to be overwhelmed by your current support or infrastructure needs, you should definitely check out Remsys. The level of expert support and planning the Remsys team can provide would surely help any company that needs to get on top of their support demands or requires help with infrastructure planning and deployment.

Questions or Comments? Ask Jacob!

Ask a question and Jacob will respond to you. We strive to provide the best advice on the net and we are here to help you in any way we can.