We continuously monitor, detect, and manage events and faults related to our clients’ networks, IT infrastructures, and services. This includes status changes or usage patterns to determine the necessary actions, often leading to incident logging for fault management.

Our AI-driven incident resolution swiftly identifies and resolves issues to restore services promptly, minimizing downtime for our clients’ proactively monitored infrastructure and services. We offer notification, and tiered support services (Tier 1, 2, and 3) to address incidents effectively.

For clients using our Tier 3 Incident Management services, our Root Cause Analysis diagnoses the underlying issues of incidents and submits change requests to resolve these problems. Our Predictive Problem Management proactively prevents incidents, maintaining information about issues and workarounds for Incident Management use.

We monitor and manage the performance, utilization, and capacity of our clients’ infrastructure components to ensure service-level targets are met consistently.

We provide backup and overflow NOC support, including disaster recovery services, for clients who do not require 24×7 monitoring.

Our team records and manages service requests for information, advice, standard troubleshooting, or access to a service for our clients’ end users and customers.

We handle and route calls from our clients’ end users and customers, ensuring their queries and issues are addressed promptly.

We collaborate with clients to define specific steps for the initial setup of support, including per-customer onboarding if necessary.

We facilitate the onboarding of client and customer infrastructure with client-provided information and assistance. This includes CMDB setup, connectivity, ticket system integration, alarm monitoring setup, call and email configuration, NOC runbooks, and more.