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Service Desk

Single point of contact (SPOC) and first line of response for all customer-related issues, performing initial triage of all customer requests. The Service Desk is responsible for providing basic support via telephone and email to customers.

v-NOC Support Tiers

Conducts initial review and troubleshooting of all technical issues (Priority 1-4) arising from multiple channels (telephone calls, emails, and network events). They are the first line of technical support managing the lifecycle (creation, updating, assigning, resolving, escalating, closing) of all incidents, service requests, change management activities, and problem tickets. Tier 1 prioritizes tickets based on impact and severity levels and performs escalations to Tier 2 based on service level objectives (SLOs).

Receives incidents, change management activities, and service requests escalated from Tier 1 to investigate, troubleshoot, and resolve technical issues requiring advanced technical knowledge and expertise. Tier 2 network support identifies incident trends to support problem management. Tier 2 builds and maintains an advanced technical skillset and knowledge in troubleshooting network infrastructure. They support knowledge sharing and training of Tier 1 staff including cross-training between tiers. Tier 2 provides Incident Management support for all Priority 1 (Critical) incidents including status updates to relevant stakeholders.

Tier 3 resources are Subject Matter Experts (SMEs) that support functional areas based on expertise such as network engineering, optical network, fiber to the home, wireless, outside plant, and transport. They resolve incidents assigned or escalated to them from Tier 2 based on their area of expertise. Responsible for Problem Management and resolution, including compliance with Service Level Objectives (SLOs). Tier 3 is accountable for knowledge sharing and training of Tier 1 and 2 employees including the administration of operation support systems. Responsible for opening and escalating technical cases for vendor support. Responsible for opening and escalating technical cases for vendor support and tracking vendor compliance to existing service level agreements (SLAs). Provides Incident Management support for all escalated Priority 1 (Critical) incidents. Accountable and responsible for all network deployment and upgrades.

Network Design and Engineering Subject Matter Experts (SMEs) supporting the business and functional areas, including Tier 1-3. Accountable for vendor management, including escalations under existing support contracts and tracking vendor compliance to Service Level Agreements (SLA or SLOs).