The NOC Service encompasses the monitoring and management of both on premise and cloud solutions; enabling a single view of these hybrid services.
As part of this service, all the functions performed by a typical IT infrastructure team are delivered; including but not limited to application deployments, Microsoft 365 (previously Office 365) configuration and network device changes.
Xperience will log an incident on the system which will generate an automated email to the key contact(s) to notify them of the outage.
This will be followed up with a phone call to the key contact (s) to inform them of the outage.
We will agree all processes of this nature with you ahead of any service go-live, including how we notify (email/phone), who we notify, and what issues are escalated back to you. For example, we understand that unless critical, many customers typically do not want to be notified in real-time of an alert at 3am on a Sunday morning.
Onsite equipment – periodic updating
Agreed systems are updated on a given frequency. Pricing on advisement only.
Network firmware/security upgrades
Supplied and supported equipment is updated on an agreed frequency. Typically firewall firmware releases and security hotfixes.