Services
24x7 Monitoring & Alert Backup Job Screening
- Engineers watching system alerts 24x7x365.
- Filtering of monitoring alerts according to preset rules for ignoring.
- Triage of alerts based on priority.
- Problem identification and escalation.
24x7 Manual Checks
- Scan Anti-Virus reports, detect infections, escalate incident
- Triage of alerts based on priority
- Check emailed reports and detect pre-defined problem signals
24x7 Execution of Standard Operating Procedures (SOPs)
- Ops engineers follow SOPs in response to anticipated incidents
- Escalate to designated contacts within Stratogent and Customer for issues outside SOPs, or when SOPs fail to resolve the issue
Note: NOC services include the following at no extra charge.
Weekly Reporting & Feedback
- Review of the alerts and their patterns in the review period
- Discussion and analysis of NOC processes, responses and communication
- If required, modify filtering rules and NOC processes
- Plan for major maintenance's and planned disruptions
Monthly Analysis & Actions
- Discussion and analysis of Operations processes, responses and communication
- If required, modify SOPs and Operations processes
- Periodic retraining of Opertations staff to accommodate significant changes to environments and/or procedures
Major Incident Post Mortem Reporting/Follow Up
- Timeline of Events: event description, actions taken
- ummaries of key events
- "What did we learn?" conference
- Follow-up recommendations from Stratogent for prevention of problem recurrence and if necessary, modify NOC and Ops processes to improve response time