NOCDOC

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 issueswithin 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