Category Archives: Network Management

Instant Service Desk

Help Desk Benefits:

1. Create fanatical “word of mouth” awareness around your product/services!

Boosts your customers’ satisfaction with superior after-sales service. Satisfied clients are more likely to promote your company to their friends! They will simply rave about your company and this helps build brand loyalty!

Effective customer support system (Help Desk system) would typically be tasked with answering most commonly asked questions from your clients. This help desk solution provides the central point of contact between your organization and your clients.  Your clients can have someone in your organization to talk to regarding their issues — someone always is on hand to  ‘take care of them’.

Typically, help desks are deployed only by larger organizations due to the constraints of cost and time to train suitable staff in such an enviroment. Expensive that is, until help desk virtualization and technology came together to bring down this investment!

2. Conserve your Limited IT resources.

Our virtual help desk teams help you save your valuable IT resources.

Your key IT staff can now concentrate on your key technology initiatives. They won’t be wasting their time handling the mundane, day to day support issues. Let our virtual teams take care of that!

Our virtual teams work offshore. We dont need to take up your office space to provide the same service. Our virtual teams work 24×7 with an incident/ticketing system with escalation and provisions for problem/request tracking. Selected issues with resolutions and workarounds are embedded into a knowledge base.

One Stop Help Desk Offering:

  • Service Desk Software
  • Staff to man the help desk
  • VOIP infrastructure
  • SLA 1st tier Resolution 80%

Service Desk Software:

We provide a SQL database backend that stores all incoming service requests. These are tracked by non sequential ticket numbers, and processed according to service plans and service level guarantees. These tickets are integrated with email support so that clients are provided with email status updates as soon as work is done on these. Selected incident/tickets are added to a knowledgebase. This database helps to provide agents with a quicker learning curve and shorter problem resolution time.

Our Service desk application employ online Live Chat solutions that can be placed on your website. This allows your website clients to query our help desk agents online. There is no need to deploy expensive 1-800 numbers!  Another feature of our service desk application is that it allows your FAQs to be converted into “canned responses” and self help troubleshooting guides. This further shortens customer issue resolution times.

Help Desk Staff

Our service staff have high CSR (Customer Satisfaction Ratings), can type at least 40 wpms(for online chat) and have great listening and problem resolution skills. These skills coupled with our advanced service desk application come together to bring superior help desk and problem resolution.

Help Desk VOIP Infrastructure

Any call to a local number will be bridged over to our center. Our Help Desk teams pick up the calls and appear ‘local’ to the caller. Our solutions team will take care of provisioning the VOIP to do this transparently for you.  Our teams handle Tier 1 issues and escalate the rest. With our VOIP infrastructure, our help desk teams can connect to and coordinate with your staff anywhere in the world!

Help Desk SLA

We gurantee first tier resolution of 80%. While we provide the software application, the voip infrastructure and the customer care specialist, we will NEED you to provide us with your product and service specific training and FAQs to help us achieve this Service Level Agreement.

Interested to learn more?

Please email marketing[at] to learn more! Download our Network Offerings Brochure

Monitoring Promo at 135 SGD per Device

In keeping with the tough times, Futuregen is offering a promotion on its Global Network Monitoring Service. The benefits are explained on a previous article on Global Network Monitoring Service.

Our service works by polling (talking to) your network devices every 5 minutes using SNMP (Simple Network Management Protocol). SNMP gathers data about your device and stores it in our Database. This enables us to do baseline analysis on a daily, weekly, monthly and yearly basis.

Some of the most common causes of downtimes that we can identify and notify include:
– Lease Line disruptions and bit errors
– Network Routing Issues
– Abnormal resource utilization for bandwidth, cpu, memory, disk usage

The details of the promotions are as follows:

1. Affordable per device pricing.
You can avail of the service by enrolling as little as one device (router, server or switch) to our service. The Per Device Per month fee is only 135 SGD.

2. Device attributes monitored:
Each device that is enrolled in the promo will have its cpu, memory, and bandwidth monitored.

For SNMP enabled servers, we can also monitor the disk usage and create alerts if these get past 80% utilized.

For routers with upstream links, we also monitor the bit error rates and create alerts for situations where the line quality deteriorates–even before users feel the ‘sluggishness’ of the line.

3. Notification within 10 minutes
When a device or link goes down, our service level agreement is to contact you or your designated officer to inform you of the event. This proactive alert enables you to accelerate the recovery from downtimes.

The following optional service/deliverables can be added:
1. Syslog server..where network or device events can be posted automatically for review (10 SGD per device per month)
2. Graphs and charts for executive briefing (15 SGD per report)

To enroll in the program, kindly email marketing[at] Related documents: Network Offering Brochure Scope of Work , Network Device Details Form

Futuregen President Speaks at APRICOT 2009 in Manila

Futuregen President, Mr Wilson L. Chua has been invited to share his experiences in rolling out green initiatives at his Philippine Data Center. Details of the event at

Mr Chua was the project manager that oversaw the migration of applications to newer high performance, low powered Quad Xeon and 2.5″ Storage drives. The transcript of Going Green is here.

Affordable Network Security Software

Network Security SoftwareAs a reseller of Untangle for Singapore, Malaysia and the Philippines, Futuregen is proud to highlight the top of mind questions about the affordable network security software from Untangle.

Why do you need a network security software to secure your network?
If your network is connected to the internet, chances are you are being attacked, spammed, spoofed, or your enterprise assets are being compromised…without you even knowing it! It’s scary.

Securing your network not only protects your enterprise assets, it also ensures that your web facing applications are available to users when they need it. To learn more, here is a short video on the Untangle Network Security Software

If network security is so important, why aren’t other businesses securing their network?
Two factors: Cost and expertise. Top of line security products do cost a lot. It comes with esoteric commands that require a highly trained security professional to operate.

But these are things of the past. Our solution is not only free to download, it is also easy to use. The graphical interface enables you to set options and then wait for the executive summary reports to arrive via email! 

With our solution, there really are no excuses for not protecting your network. 

What can Untangle as a Network Security Software?
Well a lot! Here is a list of what it can do, and we call the term in the security industry: 

  • Web Filtering. It blocks your employees from time-wasting and unproductive surfing. You control what sites are allowed and not allowed for users inside your network. Best of all, you can just select categories like violence, hacking, sex and the software will do the rest!
  • Spam Blocker. Stop spam at your gateway even before it reaches your users. They won’t even need to download the spam, and frees them from having to delete it!
  • Firewall. You can define what types of traffic can enter your network. So it enables your network to show a ‘smaller attack footprint’ on the internet. In short, it limits the points of entry that are open to hackers.
  • Virus Blocker. Scan all network traffic for viruses and drop them.
  • Spyware Blocker. Protect users from websites and files that install malicious codes
  • Intrusion Prevention System. Protects the network from known attack signatures by preventing them from reaching their targets. It gets zapped at the gateway!

If it’s a free Network Security Software, how does Untangle make any money?
Untangle sells commercial add-ons for advanced networks. These are sold as subscriptions.  Commercial Add-ons include live support, advanced management features and applications for additional security and remote access.

How much does the Untangle Network Security software cost?
Many will get everything they need for free, but with Commercial Add-ons starting at just $5/mo anyone can afford Untangle.  The Professional Package with live support is the best value and it starts at just $25/mo.  Full price list available online.

Does it cost anything to join?
Nope.  And training is free too.  If you’ve got customers with spam, spyware, web filtering or remote access needs, we’d love to work with you.

How does subscription licensing work, if I have multiple offices and want to install an Untangle Server with the Professional Package at each one?
The software license is governed by each Untangle Server and the network it services.  We have four pricing tiers based on the number of personal computers on the network.  The tiers are 1 – 10, 11 – 50, and 51-150, and 151+.

Let’s look at an example:

You have a main office with 78 employees and two branch offices with 25 and 7 employees respectively. You install an Untangle Server in each office and want to run the Professional Package on all three servers.  Your subscription would total $225/month broken out as follows:

  • $150/mo for the main office with 78 employees (51 – 150 license)
  • $50/mo for the branch office with 25 employees (11 – 50 license)
  • $25 for the branch office with 7 employees (1 – 10 license)

Additional discounts are available for longer commitments.

What is the difference between personal computers on the network versus employees?
Untangle’s subscription licensing is by personal computers on the network. If your employees share a set of common computers, you should base your license on the number of computers, not the number of employees. Likewise, if your employees have more than one personal computer each, the license is still based on the total number of personal computers.

Next Steps:

Download Network Security Software

If you are as excited as we are at this point, your next action should be to download the Network Security software and just try it out! You can also email marketing[at] for any support or pre-sales inquries.

Futuregen Appointed Reseller for Untangle

Futuregen is honored to be appointed as reseller for Untangle to serve the Malaysian, Singaporean and Philippine Market.

Untangle is a revolutionary security software that is surprisingly easy to deploy and use. It secures a network against some of the top security issues currently facing system administrators.

It acts as a firewall, Intrusion Prevention System, Anti-virus and spam blocking gateway and provides very visual reports about your network’s security issues. In some of our deployment, spam was reduced and resulted in clearing up to 80% of the mail traffic.

If you are interested in trying this out, Futuregen and Untangle can provide you with a free demo for you try out. Contact for more details

Global Network Monitoring Service

Network Monitoring Service: Global Need

Network Monitoring Logo

The price of network downtime is escalating and studies show that outages now cost enterprises an average of $100,000 per hour.  The bigger your enterprise, the bigger the damage per hour. Can your Business survive such a downtime?

Your network needs a proactive Global network monitoring service that gives you a quicker headsup on your network even BEFORE problems crop up! Identify line problems before it affects your operations. Be warned about disk space being filled up. Be notified of sudden spikes in network usage, memory usage or CPU utilization.

Proactive Global Network Monitoring also has the following benefits:

  • Identify potential resource bottlenecks before it occurs
  • Reduce costs by matching bandwidth to actual consumption
  • Protect network assets by also monitoring room temperature

Outsource your Global Network Monitoring to us. Our affordable solution runs 24×7.  Try out our global Network Monitoring service. Our team have a combined experience of over 10 years of monitoring critical network infrastructure.

Network Monitoring Service Deliverables:



  1. 24 hours by 7 days a week real time monitoring of your SNMP (Simple Network Management Protocol) devices
  2. Alerts based on trigger levels (cpu utilization, bandwidth utilization, memory utilization, bit error rates)
  3. Notification within 5 minutes whenever line status changes from UP to DOWN.
  4. Continuous hourly updates when circuits or network devices are down -until the issue is resolved
  5. Network reporting for historical and trend analysis on capture data
  6. Network trends analysis and capacity planning forecasts
  7. Optional Cisco Config backups
  8. Optional Syslog Database

Network Monitoring Service: Free trial Program

Our Free trial for Global Network Monitoring is available to qualified companies. We will need from you the following:

  1. Fill in the Device Info Sheet (we will send this to you via email)
  2. Provide access to SNMP ports (UDP 161 , 162) to network devices

Email marketing[at] to try out our free 2 week pilot program to start experiencing that  peace of mind when it comes to your network!

Update: Check out our Network Monitoring Service Promo @ 35 per device!

ASME Presentation

You can download the ASME Presentation entitled “Unleash your Website’s Potential“. The seminar was held at ASME conference room on August 25, 2007.

The details about this ASME event can be found in this prior post.

Update: Many have emailed to ask for more stuff related to the presentation. You can try this link to Web Genius Handbook , or create affiliate programs with this Super Affiliate Handbook.

SEO Tips: Website Migration

Once you decide to switch over your database or [tag-tec]migrate web hosting [/tag-tec] from your previous provider to the new provider, here are some things you need to prepare for a smooth migration:

  1. Migrate the DNS domain. Make sure you own the domain at the time it was registered. You also need to have the account details to login and change the dns server entries. However, do not register the new site, until you have fully migrated/copied the contents over to the new provider. DNS entries take about 24 hours to propagate. So budget this time in advance.
  2. Make sure you have account access into the webserver or ftp access to it. This will allow you to download your site, and then upload it to the new site. If not, you can use web scraping software to copy the static pages. The business logic will not be copied in this way though.
  3. Backup the database, if any, and then restore it to the new site.
  4. Backup the log files. These are important for web traffic analysis and can help you optimize your site for more traffic
  5. Test the new site by assigning a temporay dns name, aka. And then try to see if the website can be accessed.
  6. Once you are satisfied, simply edit the domain name entries for www to point to the new domain.

Futuregen has served a lot of our clients by ensuring the smooth migration of their websites from one domain to a new domain. For help with migration, simply send us an email at marketing[at]