When something breaks at 3am, you want the phone answered by an engineer who already knows your network, not a first-line agent reading a script.
All our customers get our 24/7/365 NOC contact and escalation procedures. Every request to our support address opens a ticket automatically, with a unique ID and the escalation path for priority-one incidents. Our engineers are on call in rotation and work on the networks they support during the day, so the person who picks up the alert knows what they are looking at.
Monitoring that tells you something
We monitor proactively: links, sessions, optics, CPU and memory, service health and traffic. More often than not, we find the problem before your customers do. We tune alerting so that a page means something, and we give you dashboards so you can see what we see.
After the incident
When something goes wrong, we write it up properly. You get a reason-for-outage report that explains what happened, what we did, and what we’re changing so that it doesn’t happen again. You can pass it straight to your own customers or your regulator.