Our ITIL-aligned approach to service level management (SLM) goes beyond the standard service level agreement (SLA) to incorporate sophisticated measures into the level of support being delivered. Essential service level objectives (SLOs) like response times, average and maximum hold times for calls, notification and escalation times, and troubleshooting windows are complemented by next-level measures, including time-to-impact assessments, time-to-restore by responsible party, and many others.
With the flexibility to choose which service levels reflect your measures for success, we help you assemble the SLM package that reflects the specific demands of your IT environment while balancing business goals and budget each step of the way.
Learn how INOC built operational capacity and reduced response time for a large data center, colocation, and interconnection provider with more than 20 facilities across the United States.Read the Case Study
SLAs are the formal agreements that document service level targets and specify the responsibilities between our team and yours. At INOC, we take service level measurement to the next level. In addition to standard KPI reporting, which includes monthly SLA measurements, we deliver an array of additional SLOs to better measure performance and keep both teams aligned on success.
A handful of rigid service levels rarely tells the full story about the quality of NOC service you receive. Our SLM model combines critical KPI reporting with a broader, often more meaningful set of objectives that bring additional data and context into view. With each monthly report, you’ll come away with precise reporting and big picture perspective into every dimension of service. Reports aren’t just handed off. We unpack the details and stay on top of changes within your organization to ensure your service levels directly reflect the support you receive.
INOC plays a critical role in protecting vital terrestrial and subsea networks that demand the very best in monitoring. To us, an issue left undetected can compound into a multi-million-dollar fix. INOC’s expertise and responsiveness have become indispensable for our clients who rely on these networks. Notifications are escalated exactly where they need to go and we can meet virtually any reporting demand our clients bring to us.
INOC plays a vital role in keeping our enterprise infrastructure up and our stress levels way down. This level of NOC support doesn’t just lead to faster resolution times—it enables us to be proactive in preventing issues. I’d recommend their platform to any organization that needs a dependable support partner.