24×7 Network Operations Center
24×7 Monitoring & Alert Backup
24x7x365 monitored by monitoring team
Filtering of monitoring alerts according to preset rules for ignoring
Triage of alerts based on priority
Problem identification, categorization and escalation
24×7 Execution of Standard Operating Procedures (SOPs)
Ops engineers follow SOPs in response to anticipated incidents
Escalate to designated contacts within Rest Consulting and Customer for issues outside SOPs, or when SOPs fail to resolve the issue
Note: NOC services include the following at no extra charge.
Weekly Reporting & Feedback
Review of the alerts and their patterns in the review period; Discussion and analysis of NOC processes, responses and communication; If required, modify filtering rules and NOC processes; Plan for major maintenance's and planned disruptions.
Monthly Analysis & Actions
Discussion and analysis of Operations processes, responses and communication; If required, modify SOPs and Operations processes; Periodic retraining of Opertations staff to accommodate significant changes to environments and/or procedures.
Major Incident Post Mortem Reporting/Follow Up
Timeline of Events: event description, actions taken; Summaries of key events; "What did we learn?" conference; Follow-up recommendations from Rest Consulting for prevention of problem recurrence and if necessary, modify NOC and Ops processes to improve response time.