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Service Level Management

Assemble an SLM package that’s genuinely reflective of the service you receive. You decide which service levels are meaningful to your business or your customers and we craft an SLA to fit.

Overview A flexible approach to Service Level Management

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.

cover AT&T Business case study

Free case study How INOC Helped AT&T Business Grow Its VA Hospital Guest Wi-Fi Program and Reduce Ticket Resolution Times by 35%

A more meaningful approach to service level management

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.

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A few examples

  • Time to Notify (for alarms and various priorities)
  • Time to Notify (for email)
  • Mean Time to Impact Assessment (TTIA)
  • Mean Time to Notify Third-Party
  • Time to Answer (for calls and emails)
  • Time to Acknowledge (TTA)
  • Ticket Update Frequency
  • Mean Time to Restore (MTTR)
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Get the complete picture of service level 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."

AquaComms logo Charles Cumming, Global VP of Operations
Aqua Comms

"We really value the INOC team's understanding of NOC support and operations and their ability to support our growing customer base and requirements. They’ve understood and accommodated our changing needs in a way that encourages growth and expansion."

Adtran logo Joe Phelan, Vice President, Customer Service

"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."

AT&T logo Kelly “Colleen” Jacobs, Program Manager, Department of Veterans Affairs
AT&T Business

Dive into our resources

  • Get a clear and concise introduction to outsourced NOC support in our definitive guide.
  • Learn three factors to consider when deciding to outsource or not in our handy decision guide.
  • Learn the difference between NOC managed services and outsourced NOC support in our quick-guide.
  • Get an introduction to outsourced NOC staffing models in our staffing guide.
  • Take a look at our onboarding process and what to expect if you turn up support with us.
  • Learn the critical utilization metrics and KPIs NOCs often miss in our latest blog post.
  • Explore a few best practices in our guide to ITIL incident management.
  • Start improving MTTR and MTBF in your optical networks with our eight tips.
  • Get some unique perspectives on managing cloud infrastructure in our blog post.
  • Learn the difference between NOC managed services and outsourced NOC support in our quick-guide.
  • See how we helped AT&T Business grow its VA Hospital guest wi-fi program and reduce ticket resolution times by 35% in our case study.

  • Learn how INOC partnered with SDI Presence to reduce ticket volume by 50% and increase monitoring accuracy by 25% for critical infrastructure customers.

Get in touch with us

Have questions? Want to discuss a possible engagement? We’re here to help you find your optimal NOC solution.

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