Real-time Network Monitoring
Designed and optimized to support any Open Access Network
Event (Alert) Management
Real time monitoring of network events related to devices, connections and traffic abnormalities, performance issues and potential security threats.
Identifying, responding to, resolving and learning from incidents or disruptions by following a structured approach to minimize the impact, leading to a prompt restoration of normal service operations.
Maintain network integrity by implementing network change management best practices.
Service Level Management
Service Level Agreement (SLA) monitoring and reporting for network performance and services.
Service Fulfillment Management
Initial order placement to the final provisioning and activation of services, with service fulfillment ensuring a seamless customer experience.
Vendor ticket creation, escalations, support contract management, RMAs.
NetSupport Service Tiers
Receives escalations from Tier 1 to investigate, troubleshoot and resolve issues requiring advanced technical knowledge. Provides ‘Incident Management’ support for all Severity 1 (critical) incidents including status updates to stakeholders.
Network design and engineering SMEs supporting the business and functional areas, including Tiers 1-3. Accountable for vendor management, including vendor escalations under existing support contracts and ensuring their compliance with SLAs.