Service

Services

Our Global Network Operations Center, Service Desk and Service Operations Center extends the capabilities of your organization based upon your business and technical requirements. We have 4 service levels that allows you to mix and match our team for each service tower based upon your business needs. NOCDOC delivers a professional, reliable, and cost effective managed services model to support your infrastructure. We are agile and flexible. You select the support you need for your business and we will align our team. We can have you up and supported in as little as 30 days on average and are driven service level objectives and key performance indicators.

In addition to the levels of services outline below, we can provide a custom service if your connected to the Internet. (i.e. specialty device, facilities, remote configuration, ATM monitoring and dispatch, coordination and remote support).

Level 1 - Monitor and Response

  • Validated alerting by 24/7/365 Network Operations Center
  • Monitoring and ticketing portal access
  • Start validation and notification for critical issues within 15 minutes
  • Important performance issues within 30 minutes
  • All other events handled during maintenance windows
  • Connectivity and uptime monitoring
  • Essential performance monitoring
  • Event Management
  • Basic Service Center Reporting

Level 2 - Remediate

  • Includes Level 1 Monitoring - Plus:
  • Hardware, anti-virus, service/process, application, backup, virtualization and event log monitoring
  • VPN monitoring, routing protocol and interface health monitoring
  • ISP issue notification & escalation
  • Additional network optimization services
  • Monthly Service Review Meetings
  • Service Usage Reports

Level 2+ Remediate and Report

  • Includes Level 1 and 2 – Plus:
  • Patch and update management
  • Vendor management including facilitation of repairs and/or replacements of inoperable devices and proactive management of your vendor support contracts and maintenance agreements
  • Data backup verification
  • Self healing and remediation automation
  • Reporting, Analytics and Recommendations

Level 3 - Manage and Maintain

  • Includes Level 1, L2, L2+ Monitoring and – Plus:
  • Complete device and/or network management
  • Management of data backups including verifying completed backups every time
  • Account and policy maintenance and management
  • VPN tunnel creation and maintenance on appropriate devices
  • Configuration management on all devices
  • Incident remediation
  • Active Directory account and group policy management