Valo is pleased to introduce Valo NetSupport, a purpose-built Open Access Network intelligent Service Desk and Operations Center (“NOC”) that provides 24×7 real-time network monitoring, event (alert) response, incident management, and a tiered technical support team supporting the high demands of an Open Access Networks.
Service Desk
Our intelligent Service Desk acts as the single point of contact (“SPOC”) for all customer needs providing essential and specialized services that enhance service quality, customer satisfaction, and operational efficiencies.
NOC
Our purpose-built Open Access NOC draws upon industry standards and best practice frameworks such as enhanced Telecommunication Operating Model (e-TOM/TMFORUM) and Information Technology Infrastructure Library (ITIL) to deliver best-in-class services to our clients. Our processes and procedures have been designed and optimized to support the needs of any Open Access Network.
Our certified Open Access Networks team members are the pillars of Valo NetSupport and are available for all levels of support. The team is trained in all aspects of Open Access Networks and is ready to provide complete end-to-end support for the strictest SLAs and remediation metrics.
Valo NetSupport Service Offering
Intelligent Service Desk acting as the Single Point of Contact (SPOC)
24×7 Support, Email, Phone, Notifications and Escalations
Event (Alert) Management
Real time monitoring of network events related to devices, connections and traffic abnormalities, performance issues, or potential security threats.
Incident Management
Identifying, reposind to resolving and learning from incidents or disruptions following a structured approach to minimize the impact, and restoring normal service operations promptly.
Tiered Technical Support (Tier 1, 2, 3)
Network specialist support for layer 1, 2 & 3 including optical network support, dark fiber, and design engineering
Change Management
Maintain network integrity by implementing network change management best practices
Service Level Management (SLAs)
Service Level Agreement monitoring and reporting for network performance and services.
Service Fulfilment Management
Initial order placement to the final provisioning and activation of services, service fulfilment ensures a seamless experience the customer
Vendor/Carrier Management
Vendor ticket creation, escalations, support contract management, RMAs
