Managed/White-Label 24x7 NOC Support

We monitor, detect, and process events and faults related to client networks, IT infrastructures, and services such as status changes or usage to determine the appropriate action, often resulting in an incident being logged for fault management.

We detect and resolve incidents in order to restore services as quickly as possible and minimize downtime of our clients’ proactively monitored infrastructure and services. Notification, Tier 1, 2, and 3 services are available.

For those receiving our Tier 3 Incident Management services, Standard Problem Management includes performing activities needed to diagnose the root cause of incidents and submitting change requests to resolve those problems. Predictive Problem Management aims to avoid incidents proactively. This service also maintains information about problems and workarounds for use by Incident Management.

We record and manage the performance, utilization, and capacity of our clients’ infrastructure components to ensure client service-level targets are being met.

We provide backup — overflow, disaster recovery — NOC support for our non-24x7 clients.

We provide white-labeled technical support to clients of system integrators, OEMs, and independent software vendors. Notification, Tier 1, 2, and 3 services are available.

We record and manage service requests — for information, advice, standard troubleshooting support, or access to a service — for the client’s end users and end customers.

We record and route calls from our clients’ end users and end customers.

We work together with our clients to define the specific steps for the initial setup of support, including per-customer onboarding if applicable.

We onboard client and customer infrastructure with client-supplied information and assistance. Get in touch with us to see all the services included in standard turn-up support, including CMDB setup, connectivity, ticket system, alarm monitoring setup, call and email setup, NOC runbooks, and much more.

We record and manage changes to infrastructure, services, and monitoring. After New Service Onboarding is complete, we make subsequent changes to our support to reflect changes in our clients’ or their customers’ infrastructure and support environments. These changes include scheduled maintenance support as well as Requests for Change, including move, add, change, and delete requests.

SACM defines the service and infrastructure components required to deliver services to our clients and maintains accurate configuration records. Configuration records also include service and asset relationship information. This support process allows for better Change Management, Incident Management, and Problem Management and ensures adherence to standards, legal requirements, and regulatory obligations.

We support clients with their internal runbooks, tools, and infrastructure through a number of Professional Services. These include Integration Services (such as runbook development, tools integration, and custom monitoring functionality) as well as Engineering Services (including standard and simplified provisioning and design and deployment services).

Service Reporting provides reports about INOC support. Service Analysis aligns the services with changing client business needs by identifying and implementing improvements to the services we provide. The objective of this process is to improve effectiveness and achieve these objectives in more economical ways. Service Analysis measures and monitors process compliance, quality, performance, and the business value of a given process.