NOC Watch

• Dedicated Account Manager
• 24/7/365 Ticket-Based Workflow and Resolution
• Comprehensive Documentation
• Patch Deployment, Management, and Remediation
• Remote Management Alerts
• 24/7 Operations Center
• Noise Ticket and False Positive Filtering
• Antivirus Protection
• Remote Management and Workflow Management
• Active Directory Policy Management
• Performance Tuning and Defragmentation
• Backup and Restore Notification

• Dedicated Account Manager
  Each client is assigned a dedicated account manager who acts as your primary point of contact. This manager is responsible for understanding your specific business needs, providing personalized support, and ensuring that your technical issues are addressed promptly and effectively.
• 24/7/365 Ticket-Based Workflow and Resolution
  Our ticketing system ensures that all requests for support are tracked and managed efficiently. With round-the-clock availability, you can submit tickets any time, and our team will prioritize and resolve issues based on their urgency, ensuring you receive timely assistance.
• Comprehensive Documentation
  Access to thorough documentation is provided, including guides, manuals, and FAQs. This resource enables your team to find solutions independently, understand processes, and reference best practices for managing various technical issues.
• Patch Deployment, Management, and Remediation
  We regularly deploy software patches to enhance security and functionality. This service includes monitoring for updates, applying patches, and remediating any issues that arise during deployment, ensuring your systems remain secure and up-to-date.
• Remote Management Alerts
  Our system monitors your environment and sends alerts for any potential issues that require your attention. These alerts enable you to respond quickly to problems before they escalate, helping to maintain system health and uptime.
• 24/7 Operations Center
  Our operations center is staffed around the clock, ensuring that your systems are continuously monitored. This proactive approach allows us to identify and address issues before they impact your business, providing peace of mind that your infrastructure is in good hands.
• Noise Ticket and False Positive Filtering
  We implement filtering mechanisms to minimize unnecessary alerts and focus on genuine issues. This helps reduce alert fatigue and ensures that your team can concentrate on resolving critical problems without being overwhelmed by false positives.
• Antivirus Protection
  Comprehensive antivirus solutions are included to protect your systems against malware, ransomware, and other cyber threats. This service ensures that your business data is secure and your systems remain functional and protected.
• Remote Management and Workflow Management Console
  Our remote management console provides tools for monitoring and managing your systems from anywhere. This centralized platform enables efficient workflow management, allowing for streamlined operations and easier troubleshooting.
• Backup and Restore Notification
  We offer solutions for regular data backups and restore processes to protect against data loss. Our management includes monitoring backup schedules, and verifying data integrity ensuring your business data is safe.

Conditions

• Supported Operating Systems: Support is limited to Microsoft Windows Server, VMWare, Apple OSX (actively maintained versions), and select Debian/BSD/Linux distributions.
• Change Management: Basic change requests are included; advanced change management may incur additional charges based on project complexity.

Exclusions

• OS Reinstallation/Imaging: Support for reinstalling or imaging operating systems is not included.
• New Computer or Server Setup: Setting up new hardware is considered out of scope.
• Unsupported Applications: Problems occurring in applications or devices not on the Supported Products list or not documented are not covered.
• Network Infrastructure Design: Design services for network infrastructure are not included.

Q: What is NOC Watch?
A: NOC Watch is a proactive service designed to monitor and maintain the health of your systems, alerting your team to potential issues.

Q: Who is my point of contact at NOC Watch?
A: Each client is assigned a dedicated account manager responsible for understanding your business needs and providing personalized support.

Q: What happens if an issue arises?
A: While NOC Watch does not fix issues directly, we proactively monitor your systems 24/7 and send alerts to your team, enabling quick responses to potential problems.

Q: Is there documentation available for our team?
A: Yes, we provide comprehensive documentation, including guides, manuals, and FAQs, to help your team independently find solutions and understand processes.

Q: How does patch management work?
A: We regularly deploy software patches to enhance security and functionality. This includes monitoring for updates, applying patches, and addressing any issues during deployment.

Q: What types of alerts does NOC Watch provide?
A: Our system sends remote management alerts for any potential issues that require your attention, allowing you to respond quickly and maintain system health.

Q: What is the 24/7 Operations Center?
A: Our operations center is staffed around the clock to ensure continuous monitoring of your systems, enabling us to identify and address issues before they impact your business.

Q: How does NOC Watch reduce alert fatigue?
A: We implement noise ticket and false positive filtering mechanisms to minimize unnecessary alerts, allowing your team to focus on genuine issues.

Q: What protections are included for cybersecurity?
A: Comprehensive antivirus solutions are provided to protect your systems from malware, ransomware, and other cyber threats, ensuring data security.

Q: How do backup and restore notifications work?
A: We monitor backup schedules and verify data integrity to ensure regular data backups and effective restore processes, protecting against data loss.

Q: Are there limitations to the support provided?
A: Yes, support is limited to specific operating systems, including Microsoft Windows Server, VMWare, actively maintained versions of Apple OSX, and select Debian/BSD/Linux distributions.

Q: What change management services are included?
A: Basic change requests are included in our service. However, advanced change management may incur additional charges based on the complexity of the project.

Q: What exclusions should I be aware of?
A: Exclusions include OS reinstallation/imaging, new computer or server setups, issues with unsupported applications, and network infrastructure design services.