NOC Support

Need us 24x7? Overnight? Just on weekends? Our NOC support meets the needs of your technology environment and operational workflow. We’re there when you need us.

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Award-winning 24x7 infrastructure monitoring and support

Our network operation centers monitor tens of thousands of infrastructure elements around the clock. High-level NOC management expertise and custom-built systems ensure you and your customers achieve the infrastructure performance and availability needed to grow and thrive with confidence in a quickly-changing IT landscape.

 

Simply put, our goal is 100% uptime for each client’s technology environment. Our NOC uses advanced event detection systems and SLA-specific responses to keep your infrastructure operating. Our outsourced NOC services are thorough and comprehensive, from initial setup to 24×7 support to post-event analysis and reporting.

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NOC SUPPORT

Service at every level of technical support

Our multi-tier operational support structure enables managers to leverage the lower-cost first-level or Tier 1 team to perform routine activities, freeing up high-level technical teams to focus on more advanced support issues. By following an operational methodology that utilizes a tiered support structure in full alignment with the ITIL framework, our NOC can rapidly respond to incidents and events and continue to implement changes as needed, all under a more cost-effective service model.

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Notification Support

We detect and identify events from alarms, calls, and emails related to network and security equipment, circuits, cloud infrastructure, and applications. This also includes creating incidents and notifying or escalating them to the client or customer until the incident has been acknowledged.

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Tier 1 Support

At Tier 1, support includes initial event correlation, infrastructure and services impact determination, and incident prioritization within established SLA timeframes—in addition to the scope of Notification Support. We work the vast majority of issues to resolution without impacting your team at all. Our Tier 1 resolution rates typically sit between 60% and 80% of all issues.

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Advanced (Tier 2 & 3) Support

Our advanced support team expands on Tier 1’s expertise to include a deeper, investigative level of troubleshooting expertise in network and IT technologies along with specialized knowledge for highly-involved resolution.

Overcome virtually any NOC support challenge

Our service catalog covers a wide range of operational support functions for proactively monitoring, detecting, and measuring service availability and performance across your infrastructure and its support operations.

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  • Event Monitoring & Management
  • Incident Management
  • Problem Management
  • Capacity Management
  • On-Demand NOC Support
  • Service Transition
    • Planning & Support
    • New Service Onboarding
    • Change Management
    • Service Asset & Configuration Management
  • Service Reporting & Service Analysis
  • Complementary Support Services
    • Platform Integration Services
    • Client Runbook Development
    • Client Infrastructure Management Setup
    • Custom Functionality
    • Provisioning

Full NOC support in four steps

1

NOC Support Requirements Gathering

We work closely with you to understand your business needs and what’s driving you towards an outsourced NOC solution. Then we'll drill deeper to understand which specific components of service will be handled by each team. Whether you’re looking for a completely outsourced NOC solution or need supplemental support to fill gaps or scale service, we help you assemble the perfect service package.

2

Onboarding

We assign a certified project manager and engagement lead to each onboarding project, who will carefully guide you through the onboarding process each step of the way.

4

Continual Service Improvement

IT environments are anything but static. That’s why we routinely work with you to identify your changing business needs and do everything we can to ensure satisfaction with all of our services.

3

Ongoing NOC Service

Once you’re up and running, we’ll help you understand the nuances of NOC operations and how we cover a vast number of technologies and manage change as we deliver award-winning service.

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A NOC solution for enterprises, service providers, and OEMs

As a leading provider of NOC services, we know how to ensure infrastructure and application availability throughout the enterprise, prioritize outstanding customer communications for service providers, provide detailed network performance metrics via dashboards and reports for OEMs and their customers, or support any other key business driver and deliver a solution fit just for you.

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Enterprise

  • Network
  • Cloud
  • Servers
  • Databases
  • Storage
  • Applications
  • Service Desk
  • Tier 1-3 Support
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Service Providers

  • White-Label Support
  • Layer 0, 1, 2, 3 Technologies
  • SD-WAN, SDN, NFV
  • Carrier Support
  • Service Desk
  • Tier 1-3 Support
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OEM

  • White-Label Support
  • Optical, Ethernet, IP Technologies
  • SD-WAN, SDN, NFV
  • Span Management
  • Field Support
  • Product Support
  • Service Desk
  • Tier 1-3 Support

Take the first step toward a more effective and efficient NOC

Want to learn more about turning up on our NOC platform or how we can help you optimize or design and implement your NOC operations for peak performance? Tell us a little about yourself, your infrastructure, and your challenges. We'll follow-up within one business day by phone or email.
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