Proactive Support - NOC

See our NOC/ Level 1/ Level 2 Services 

Our promise to all of our clients is Stability, Security and Compliance. Focusing on stability as a high priority, Digital Edge implements PROACTIVE support delivered through our Network Operations Center (NOC).

From our perspective, if a user notices a problem, it is too late. So, to mitigate this issue we deploy our own solution, or integrate with clients’ third-party monitoring tools, to deliver the best in class NOC services. Using the most sophisticated monitoring capabilities (See Monitoring and Remediation), we can anticipate potential problems and provide the Support team with sufficient information to analyze and proactively take appropriate action.

Whether you’re a small business with a handful of critical devices, or have an IT footprint as complex as a global enterprise, someone must monitor the IT systems that power your business. Once our platform is in place, our highly experienced, US-based network engineers monitor your networks, servers, websites, applications and other core IT infrastructure effectively delivering 99.999% uptime, meeting the most demanding needs of your technology environment and operational workflow.

Process

When an alert occurs, we take immediate action. A trouble-ticket is generated automatically and our 24/7 live NOC (See Network Operations Center)operations engineers analyze, assess warnings/alerts in real time and respond to the situation, including filtering out false positive alerts, then communicate using the preferred escalation procedures (email, SMS messages and/or phone calls) with your staff, carriers, vendors or third parties.

We work with our clients in advance to define and configure the best Standard Operation Procedures for your organization. As an integral part of any IT department, Standard Operating Procedures should be clearly defined and documented, attached to the processes, incidents and/or alerts, and easily accessible to the entire IT team to remediate expected or routine situations, such as opening carrier tickets, restarting applications, executing scripts, resetting interfaces, rebooting hosts or escalating to our Second Level support.

Combining our 24/7 capabilities with monitoring/remediation services and Standard Operation Procedures, Digital Edge provides true proactive support in finding and mitigating potential problems beforehand, delivering solutions to sudden failures or complex problems, ensuring the stability and continuity of your IT operation to deliver on your business’ goals.

Stability

Digital Edge’s NOC staff maintains constant vigilant eyes on your critical and noncritical technology, so that your operation runs smoothly and uninterrupted, ensuring ‘round-the-clock’ reliable performance. But no matter the size of your IT infrastructure, networks or applications, we have you covered.

Digital Edge provides these services to ensure all operational support needs are met:

  • 24/7/365 LIVE support,
  • Event Monitoring and Management,
  • SOP (Standard Operating Procedure) based troubleshooting and problem resolution,
  • Performance Management,
  • On-Demand NOC Support,
  • Integration Services,
  • Advanced Runbook Services,
  • Provisioning Support.

Security

Digital Edge is firmly committed to rigorous security standards. We utilize the latest technologies, protocols, operational best practices to deal with those threats and vulnerabilities that may affect your business. We provide third-party Security auditing, various penetration testing, management and support services to many of the most secure US and foreign enterprises. With our depth of experience, training, tools and familiarity with industries’ regulations, standards and frameworks, we easily fit in with our clients’ working environment, ultimately delivering the best security practices needed to protect their business and policies.

Compliance

Digital Edge’s NOC performs IT tasks in alignment with the best practices of all the widely accepted industry standards and compliance requirements. We are specifically ISO 27001 compliant since 2015. We are audited by our clients on a regular basis, providing reports, controls and policies to their internal and external auditors. Our clients find it extremely convenient to have a ready partner, in Digital Edge, who becomes a part of their own compliance process. We are ready to integrate with any industry requirements on the market today.

Why Digital Edge?

It is not easy to organize and sustain real 24/7 coverage of your operation. Digital Edge is scaled to deliver live support – 24/7 for a fraction of the price.

Digital Edge’s clients have access to an entire team of Subject Matter Experts with varied experiences, skillsets, certifications and exposure to multiple IT related environments and issues. As a result of supporting many different technologies, Digital Edge delivers tremendous value and depth to your IT department’s management and supporting elements.

We also know how important it is to manage capital and operating expenses wisely. Where needed, we will provide the necessary hardware, software, customization, automation, maintenance and monitoring under an affordable Software as a Service (SaaS) model. When a problem appears, we’ll take action, from alerting you to delivering optional advanced remediation.

Digital Edge’s IT Support will meet the most demanding needs of your technology environment and operational workflow. Digital Edge specializes in proactive and full coverage monitoring, support automation, but is also tooled and trained to deliver top tier support efficiency, including help desk functionality for backend, datacenter, WAN environments, VDI implementations, Mobile office topologies and data security support.

Let our free “Proof of Concept” Program show you how valuable and responsive Digital Edge can be in managing your entire IT platform, so you can focus on your business projects, while we focus on your technology that keeps the business running.

 

Our NOC / Level 1 / Level 2 Services              

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  Digital Edge
Team Comparison
Realtime Management Oversight Shift Manager 24/7
Dedicated Account/Project Manager YES
Dedicated Technical Engineer YES
Direct contacts YES
Bench of Junior/mid-level engineers YES
Security
Access Environment Firewalled, jump box over VPN, client defined ports and protocols
Accessing Equipment Jump box protected by endpoint protection
Access protocols Defined by client
Access security Client policy defined. Client AD, RADIUS etc. 
Security compliance Onboarding and termination integration
Tier 1/Level 1 Support
Live Eyes on Alert Dashboard YES, 24/7, at least 2 people
Alert Review YES, automatic alert classification by the system
Alert Handling Within 10 minutes. human alert verification
Ability to automatically assign SOP to an alert YES, system driven
Ability to define custom escalation per alert YES, system driven, connection to knowlege base 
Alert escalation To internal Level 2, internal SME, third party, client
Tier 2/Level 2 support
Live remote hands support In Digital Edge datacenters YES
Issues passing between L1 to L2 YES
Human logs and other conditions YES - will be defined as schedules SOPs, each even is registered as a ticket 
Monitoring
Identify what to monitor YES - working with clients to tune monitoring processes
Define and create monitoring points YES
Best Practices YES for performance, uptime, security
User simulation and monitoring  YES - Unique monitoring methodology for user experience and performance
Shared NOC portal YES
Integration
Client monitoring system YES - bonding of clients monitoring system with Digital Edge's
Client ticketing system YES - bonding of clients ticketing system with Digital Edge's
Dashboards Digital Edge dashboarding integrated
Management
Team integrations YES. Digital Edge works as an extension to clients IT
Scheduled meetings YES
Scheduled performance reviews YES
Reporting YES - Automated through Digital Edge portal
Compliance
Reporting for ISO compliance YES
Reporting for NIST compliance YES
Reporting for HIPAA compliance YES
Reporting for PCI compliance YES
Reporting for SOC compliance YES
Logging for compliance YES - Internally with Elastic / Logstash / Kebana