Q: What is NOC Managed Appliance?
A: NOC Managed Appliance is a service focused on the management and support of firewalls, routers, and switches, ensuring optimal performance and security for your network infrastructure.
Q: Who will be my main point of contact?
A: Each client is assigned a dedicated account manager who understands your business needs and provides personalized support for technical issues.
Q: What kind of technical support is available?
A: Our comprehensive technical support includes diagnosis, troubleshooting, and remediation of issues related to your network devices, ensuring minimal disruption to your operations.
Q: How are system restarts handled?
A: We offer proactive and on-demand restarts. Proactive restarts prevent issues before they occur, while on-demand restarts address specific situations needing immediate action.
Q: How does the ticketing system work?
A: Our 24/7/365 ticket-based workflow ensures that all support requests are tracked and managed efficiently. You can submit tickets anytime, and our team prioritizes them based on urgency.
Q: Is there documentation available for my team?
A: Yes, you will have access to comprehensive documentation, including guides, manuals, and FAQs, allowing your team to find solutions independently and understand best practices.
Q: How are software patches managed?
A: We regularly deploy software patches to enhance the security and functionality of your devices. This includes monitoring updates, applying patches, and addressing issues during deployment.
Q: What types of alerts can I expect?
A: Our remote management system monitors your network and sends alerts for potential issues, allowing you to respond quickly and maintain system health and uptime.
Q: What does the 24/7 Operations Center provide?
A: Our operations center is staffed around the clock to continuously monitor your systems, allowing us to identify and address issues proactively before they impact your business.
Q: How does NOC Managed Appliance reduce alert fatigue?
A: We implement noise ticket and false positive filtering to minimize unnecessary alerts, enabling your team to focus on critical issues without being overwhelmed.
Q: Are there antivirus protections included?
A: Yes, our service includes comprehensive antivirus solutions to protect your network devices against malware, ransomware, and other cyber threats.
Q: What support is available for Active Directory?
A: We assist with managing and troubleshooting Active Directory policies to ensure optimal functioning and secure user access across your organization.
Q: How do you ensure system performance?
A: We conduct regular performance tuning and defragmentation to enhance efficiency, including tuning system settings and optimizing hardware performance.
Q: What is included in backup and restore management?
A: We offer regular data backups, monitor backup schedules, verify data integrity, and execute restoration processes when necessary to protect against data loss.
Q: What are in-place upgrades?
A: Instead of replacing systems, we provide in-place upgrades to enhance existing hardware and software, minimizing disruption while improving performance.
Q: What operating systems and software applications are supported?
A: Support is limited to Microsoft Windows Server, VMWare, actively maintained versions of Apple OSX, and select Debian/BSD/Linux distributions. Supported applications include Active Directory, DNS & DHCP Services, IIS/Apache, QuickBooks/Sage, Remote Desktop Services, Exchange Server, SQL Server, and Group Policy Management.
Q: What are the conditions regarding change management?
A: Basic change requests are included in our service; however, advanced change management may incur additional charges based on project complexity.
Q: What exclusions should I be aware of?
A: Exclusions include OS reinstallation/imaging, new computer or server setups, incident support requiring over 2 hours of agent engagement, issues with unsupported applications, network infrastructure design services, and user or workstation issues.
