- Reduction in downtime
- Rapid resolution of incidents with 24 x 7 x 365 support scenario
- Increase end-user and customer satisfaction
- Increase job satisfaction of IT support and Operations staff
SperaSoft NOC solution helps not only to accelerate resolution of network, system and application failures, but also provides detailed information to benchmark network and system performance and perform root cause analysis on ongoing problems. The NOC process from flow perspective is a combination of the following key components:
- Receive events (monitoring and/or call)
- Process events into a problem to be resolved
- Route the problem to the correct support person or group
- Resolve the problem
- Communicate status continuously through the problem solution stage
- Record the problem for later review and documentation update
NOC support activities include ticketing, current resolution status, notifications, escalations and communications between the NOC and the Client's support engineers.
All NOC services defined in Service Level Agreement (SLA) which is the key performance indicator against NOC support and later used for the performance evaluation.
All NOC services defined in Service Level Agreement (SLA) which is the key performance indicator against NOC support and later used for the performance evaluation.
24 x 7 x 365 Support Scenario Includes:
- Multiple streams of 24 x 7 support if required (Windows, Linux, Oracle, MS SQL, MySQL, PostgreSQL, and Network Administration)
- Ensure staff awareness of client's activities
- Ensure the NOC manager is contactable for escalation at all times
- Understand usage of Client's applications and systems for day to day support (including after hours activities such as backup and batch processing) and during the peak times of the year (such as month end, quarter end, and year end)
SperaSoft NOC provides support with the following services:
24 x 7 Monitoring
- Monitoring and analyzing system generated alarms for servers, network equipment and supporting network connectivity
- Monitoring and responding to support tickets
- Necessary analysis, aggregation, and correlation of alerts and tickets to isolate and identify faults in the production infrastructure
- Pro-actively reviewing and monitoring systems and devices (based on the client's provided documentation and procedures)
Incident and Problem Management
- NOC establishes necessary processes and procedures to identify, troubleshoot, and resolve problems
- Upon receipt of a ticket, alert or escalation, NOC performs basic isolation and troubleshooting based on procedures provided by the client
- The support activities will be confined to known errors with scripted resolution procedures
- Fault identification and recording
- Problem classification
- Notification based on Service Level Agreement (SLA) levels
Routine System Maintenance
- Installation of OS, Database or application
- Patching and upgrades of OS, Database or application
- OS and/or Database maintenance
- Hardware troubleshooting and upgrades
SperaSoft offers three levels of NOC services to customers, learn more >>