Nevian Network Operations Center

Let us take care of your network

00

What's a NOC?

A Network Operations Center, or NOC, is the primary workspace technicians utilize to monitor, manage and troubleshoot problems on a network. The Network Operations Center offers oversight of problems, configuration and change management, network security, performance and policy monitoring, reporting, quality assurance, scheduling, and documentation by utilizing sophisticated network management, monitoring and analysis tools.

The NOC provides a structured environment that effectively coordinates operational activities with all participants and vendors related to the function of the network. The NOC technicians provide support 24 hours a day, 7 days a week. Typical daily processes include:

  • Monitoring operations of all backbone links and network devices.
  • Ensuring continuous operation of servers and services.
  • Providing quality support for network users.
  • Troubleshooting of all network and system related problems.
  • Opening tickets to track and document resolution of problems.

01

Expertise on the front line

The Nevian Network Operations Center stands on three pillars:

  • Proactive notification

    From the NOC, our skilled technicians monitor our clients' servers and the status of their network. They aren't simply wearing beepers and getting paid to be "on call". When an technician observes an issue, clients are proactively notified to explain the issue and how it's being addressed. A key indicator of our proactive approach is the fact that the Nevian NOC places more than twice as many calls outbound to our clients than we receive.
  • Direct access to technicians

    Our fully-redundant NOC is a breed apart from other providers. While they may promise swift resolution, they often rely on non-technical call center employees to buy themselves time while still appearing responsive. In our NOC, we route issues to a experienced technician who assume immediate responsibility for all tickets - not just the most critical ones. The result is that 95% of all issues are resolved by the technician who receives the client's request and initiates the trouble ticket.
  • Technical expertise

    We believe the link between commitment to performance and execution is extensive training. We ensure our team holds superior technical expertise in network configuration, design and maintenance.

02

Service-level agreement

 

High priority SLA

Top priority SLA

Priority Response Resolution Response Resolution

P1 - critical

30 minutes 2 hours 10 minutes 2 hours

P2 - urgent

4 hour 8 hours 1 hours 6 hours

P3 - standard

8 hours issue dependent 4 hours issue dependent

P4 - enhancement

72 hours issue dependent 48 hours issue dependent

Nevian garantees the response and resolution times by contract.

03

Lights-out management

Lights-out management involves the use of a dedicated management channel for device maintenance. It allows a system administrator to monitor and manage servers and other network equipment by remote control regardless of whether the machine is powered on, or if an operating system is installed or functional.

By contrast, in-band management like VNC or SSH is based on software that must be installed on the remote system being managed and only works after the operating system has been booted. This solution may be cheaper, but it does not allow access to BIOS settings, or the reinstallation of the operating system and cannot be used to fix problems that prevent the system from booting.

A complete remote management system allows remote reboot, shutdown, powering on; hardware sensor monitoring (fan speed, power voltages, chassis intrusion, etc.); broadcasting of video output to remote terminals and receiving of input from remote keyboard and mouse (KVM over IP). It also can access local media like a DVD drive, or disk images, from the remote machine. If necessary, this allows us to perform remote installation of the operating system. Remote management can be used to adjust BIOS settings that may not be accessible after the operating system has already booted. Settings of hardware RAID or RAM clocking can also be adjusted as the management card needs no hard drives or main memory to operate.