We don’t often think of the business communications network when it comes to critical equipment in hospitals – we think of EKGs or  defibrillators. The communications network is always working in the background, so users can place calls, retrieve voice mail or send an email. But this same network is the lifeline providing communications into and out of the facility, and within it. Hospitals, like schools, are a mission critical environment for the business communications network – they are typically large facilities that contain vulnerable populations, and the consequences of failure can have greater significance.

Supporting any unified communications network means maintenance and risk prevention – for example, ensuring software updates are deployed to protect the system from a virus. When it comes to mission-critical environments, extra steps can be taken for ‘insurance’ against failure.

Recognizing the importance of MarWatch in maintaining UC service quality and uptime, Mitel has added a MarWatch license entitlement to its Premium Software Assurance & Support subscription. For mission-critical operations in education, healthcare, or other industries, this announcement brings additional peace of mind.

Mitel MarWatch is fault & performance management software that monitors the performance (ie: voice quality, disk usage, trunk utilization) and availability of Mitel equipment around the clock. To make the lives of IT professionals even easier, MarWatch dispatches alerts in real-time when a performance issue is detected, or a problem has occured (ie: unplugged handset). Secure remote access rounds out the MarWatch offering, for hassle free troubleshooting of equipment anywhere in the world.

Have you recently purchased or renewed Premium Software Assurance & Support? Contact us at to get your MarWatch acount set up.




hospitalityHow important is preventing downtime? For attendees of this week’s HITEC 2014 show, it’s top of mind. That’s because the success of any hotel relies on providing a high level of guest service, and failure of the business communications network can have a significant negative impact on guest service. Martello’s Director of Sales Pardeep Koonar is joining Mitel in their booth (#355) at HITEC, demonstrating the value of MarWatch for Mitel unified communication (UC) users in the hospitality industry.

As buzz at this year’s show will attest, hotels are increasingly moving towards cloud-based UC solutions, driven by the promise of greater flexibility, access to the latest advances in technology, and cost savings. Recognizing this, Mitel is working with some of the most recognized hotel brands to provide them with an efficient and seamless path to the cloud. Mitel offers UC solutions that meet the needs of just about any hotel – whether they want to migrate to the cloud, choose an on-premise model, or take a hybrid cloud approach.

Wherever you fall on the path to the cloud, MarWatch provides the peace of mind of an always-monitored network. MarWatch is flexibly designed to monitor and manage cloud-hosted and on-premise UC solutions, with around the clock monitoring, real-time alerts and secure remote access. Together, these tools ensure that an unplugged front desk phone or declining voice quality is detected quickly, avoiding the losses that can happen when downtime occurs. What all of this means, of course, is that hotels can maintain their high level of guest service, without disruption to the communications network.

Established in 1891 as a small privately owned foundry and machine shop, GIW Industries is a manufacturer of standard & custom centrifugal slurry pumps. After more than a century of facility expansion and technology growth, in 1996 GIW became a full subsidiary of KSB Group, one of the leading producers of pumps, valves and related systems.

Headquartered in Georgia, GIW Industries has 4 branch sales & service offices in the US and Canada. The company chose Mitel for its business communications needs, but needed the right tools to effectively monitor and manage these systems.
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Doug Bellinger joined Martello in May as VP, Research & Development. In this role, he takes responsibility for guiding future product development, as well as managing Martello’s growing team of developers and operations staff.

Q: Why did you decide to join the company?
I love to work in a fast growing start up environment. Opportunities to join a start up that already has 1000 customers don’t come along every day, and I could tell in my first meeting with Bruce Linton and Niall Gallagher that Martello was on to something that was critically important for Unified Communications services.

Q: Which of your previous roles have been key in shaping your path to Martello?
I was one of the founders of CrossKeys, which was the first of Newbridge Network’s affiliate companies. This introduced me to a lot of the people at Mitel and the Wesley Clover companies. It also taught me a lot about the value that an agile software provider like Martello can provide to a large global partner like Mitel.

Throughout my career I’ve worked on multi-vendor management solutions for networks and services. As Mitel integrates the capabilities of its acquisitions and partnerships, Martello will be able to provide the critical management software to ensure high levels of service quality. For Mitel distributors, partners, and customers, our expertise in multivendor solutions will mean that we can extend our management capabilities to provide and end-to-end view of service quality.

Q: What are your top priorities in the short-medium term at Martello?
We have an excellent product and a great development team. We’ll be scaling the team up to expand our product line, and building up a support infrastructure that can take us from 1000 customers to more than 10,000.
On the staffing side, the priority is finding the next 10-20 great members of the Martello team. We’ll be looking for solid technology leaders with a range of experience levels from co-ops to senior managers.
On the development side our priorities are to expand the platform capabilities with things like advanced, predictive analytics, while extending its scope to include a wider range of devices and systems.

Q: You wake up on Saturday morning with nothing planned – what’s your ideal way to spend the day?
Our family stays pretty busy skiing in the winter and playing tennis in the summer. Some things that we did this summer include kayaking in the Rideau Lakes, going to a soccer tournament in Vermont, and seeing Liverpool play Manchester City at Yankee Stadium. If I still manage to get some free time here and there I build robots in my workshop.

Managing a unified communications (UC) network infrastructure that extends to multiple locations can be challenging. In the 24/7 hotel industry, uptime is critical to guest service, making this task even more daunting. Firmdale Hotels tackled this problem head-on, deploying MarWatch fault & performance management to monitor and manage service quality for their Mitel UC solution.

The Challenge

Firmdale Hotels are a group of 8 boutique hotels in London and New York, known for their high standards of excellence and unique townhouse style of decoration. The company’s winning approach has been recognized with a number of awards, including the Queens Award for Enterprise in 2000, 2006 and 2009, in recognition of its outstanding achievement to international trade. The company recently launched the latest addition to its London portfolio – the Ham Yards urban village in Soho.

Firmdale chose a Mitel unified communications solution for its hotels. The solution’s simplicity and flexibility have contributed to improved reachability of staff and greater efficiency. To complement this streamlined communications infrastructure, Firmdale needed a management and monitoring tool that would assist the IT department in maintaining round the clock reliability. Uptime is critically important in the hotel industry, and with devices and applications spread across multiple locations, Firmdale wanted greater control over this infrastructure.

The Solution

Working with Mitel authorizedPARTNER 4Sight Communications, Firmdale deployed MarWatch fault & performance management software, which is designed to monitor and manage Mitel UC solutions. Today, the company can manage devices in all of its locations from a single pane of glass. It’s an important convenience for Firmdale’s IT department, as they previously had to access each Mitel device separately using different logins. “Accessing Mitel devices with a single login saves us time and allows us to troubleshoot problems without onsite visits”, said Mark Rupert Read, Director of IT for Firmdale Hotels. “We also appreciate that this access is secure, giving us peace of mind”.

MarWatch has brought other benefits to Firmdale’s IT operations. The software monitors the performance, availability and reachability of Mitel devices on a 24/7 basis, as well as third-party applications such as routers, servers and voice mail. When an issue such as low voice quality or high memory utilization is detected, an alert is dispatched to IT staff in real-time via email, SMS or Twitter.

“Quick alerting to exceeded thresholds for service quality has a significant impact on our business, ensuring we avoid downtime for our critical unified communications systems”, said Mr. Read

The MarWatch dashboard takes management of Mitel unified communications a step further, with at-a-glance reporting of trends and statistics by device and by location. Using a standard web browser from a PC or mobile device, Firmdale can monitor the performance of their systems on an ongoing and historical basis: “Insight into statistics and trends on our network helps us to plan more effectively and ensure optimal performance”, said Mr. Read.

Firmdale’s success with MarWatch is bolstered by the support and expertise of authorizedPARTNER 4Sight Communications. An early adopter of MarWatch, 4Sight understands the value of proactive UC management.

In MarWatch, Firmdale now has a powerful tool at its fingertips, ensuring their business communications network will always be as responsive and reliable as the guest service they have become known for.