Customer Service 877.625.7872 | Technical Support 888.565.3200
 
 

We do NOC with a Five Nines Focus

YOUR NETWORK -the core operating infrastructure of your business-is key to your success in today’s market, so it’s important that it be managed by professionals with experience on a number of levels. The challenge comes with finding, training and maintaining the staff needed to effectively manage a network. Emerging technologies remain the most impactful and difficult challenge telecoms face in maintaining core networks. Survivors become the new class of telecom operators. Nex-Tech Network Operations Center support means clients get the freedom to focus on building their business, not running a NOC.
 
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NEX-TECH NOCAware IS DATA ANALYTICS AT ITS FINEST

Single Pane of Glass


Being an expert of every equipment manufacturer and Network Monitoring System (NMS) within your network can be a difficult task. Managing the alarms from these systems can be even more difficult. Nex-Tech solves the alarm noise issue by utilizing a Cordell ISD4000 Alarm Collector within our client’s network which provides alarm consolidation of multiple systems into a single pane of glass.
 
Cordell
 
 
ALARM PROFILING

Nex-Tech NOC brings clarity to alarms/SNMP traps so a potential impact to services can be determined at a glance.


Deciphering a raw SNMP trap or alarm takes time. When there is a network impairment within your network, time is not on your side. As power users of Cordell’s CiNAS Network Management System, we build clarity into alarms so at a glance we know where, when and what the impairment is, reducing time to identify exactly what the impact is, and reducing time to resolution.
 
 
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KNOWLEDGE

In addition to being Cisco and MEF CECP certified, our NOC technicians are proficient in a variety of manufacturers and NMS Systems.

Strenght in Numbers
 

A Fully Customizable Ticketing System

In addition to typical fields displayed in ticket reports, NOCAware adds 24-hour ticket holds, parent/child tickets, maintenance/outage tickets, calculated mean-time-to-repair (MTTR), and mean-time-to-action (MTTA) that is fully customizable for each client.

Communication

When a network event impacts service to your client, it’s important to keep management and your client in the loop. We do that and provide detailed notification of incident resolution, performance and mean time to repair (MTTR), keeping everyone informed, reducing the need for follow-ups and manual status reports.

Reporting

Nex-Tech NOC provides full reporting of ticketing, alarming and service/circuit impairments/outage conditions, including MTTR. Data is stored for one year, offering customers an opportunity for standard or customized reporting.
 
 
 
 
Customer Testimonial
 
 
Customer Testimonial
 
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Frequently Asked Questions
 
Absolutely! We encourage all potential clients to first take us for a test drive. We recommend a three-month Pilot Project in which we can become familiar with your network and you can become familiar with our systems and abilities.
As a telecommunications provider ourselves, our NOC staff are accustomed to trouble shooting our own network and do the same for many of our clients. The level of troubleshooting varies by client and usually increases over time as we become more familiar with each other.
Although we are happy to assist with calls from other carriers, enterprise or high-profile customers regarding network availability, we don’t offer technical support for residential / small business owned network equipment, PCs or servers. This is best left to end user help desk providers.
For us to be of value to our clients or our client’s customers, we must first complete the onboarding process. During the onboarding process, we review proper call handling, alarm response, ticketing, troubleshooting and escalation processes. If these steps are not first completed, we are just an answering service taking calls and dispatching technicians.
Many outsourced NOCs base their pricing on the number of endpoints within the customer’s network. We don’t believe this to be fair to the client or to the provider. I.e.: In comparing two networks with the same number of end points, but one network was poorly engineered and has lots of issues, they would be paying the same rate as a well-engineered network with very few issues. We have developed a pricing model that takes into account network activity. Please see our NOC Pricing Calculator for more information.
We would like to say we could be operational within a week, but that has just never happened. A realistic timeframe to properly onboard a new NOC client is 3 months or more depending on the level of participation from the client.
  1. Kickoff meeting to discuss scope of project, assign a Project Manager and schedule follow up calls.
  2. Configure and Ship Cordell ISD4000 Alarm Collector (ISD) with client provided outside IP address and appropriate MIBs.
  3. Installation of ISD (Hardware or Virtual Machine) in client’s network.
  4. Installation of remote PC for client to load applications - NOC staff may need access via LogMeIn.
  5. Assist client in pointing all SNMP traps/sys logs to ISD
  6. Begin filtering alarms and rule building
  7. Assign DID for client to route calls and record customized ACD Greeting
  8. Develop internal/external contact list.
  9. Review circuit inventory list if available.
  10. Review standard ticket structure, including ticket severity and trouble codes
  11. Review client equipment list
  12. Develop on call contact list
  13. Review maintenance calendars
  14. Review troubleshooting procedures
  15. Review escalation process
  16. Complete Sitebook information
  17. Update client users list for access to dashboards
  18. Review client systems that NOC will have access to
  19. Review available network diagrams
  20. Go Live
Our rate structure can be difficult to understand, but after we have some initial discussion, we can size up your network based on similar clients and can provide some sample billing metrics and references from those clients.
iNOC, VisionNet and CNI
 
 
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800.588.6649
 
carriersales@nex-tech.com