We provide you with a seamless experience of owning a Network Operations Centre – without actually having to manage it yourself – with unmatched technical support and expertise.

By handling more than 90% of your routine tickets, we share the labour-intensive responsibility of your business – to save costs and allow you to focus on projects that have more business value.

Managed IT and Cloud Services

SERVICE FEATURES

  • Service desk with comprehensive support for ITIL® v3 best practices.
  • Automated support for Incident, Problem, Change and Configuration management with a strong adherence to SLAs.
  • Engineers, who carefully monitor and maintain network devices, enterprise servers, databases, and applications.
  • Optimal network performance by reducing anomalies in infrastructure health, security, and capacity.
  • Enhanced employee productivity and efficiency by partnering with our user management services.
  • Utilize our Enterprise-class support tools, along with our employee knowledge base, to perform troubleshooting and root-cause analysis swiftly and efficiently.
  • Help Desk Support services can be branded and customized to meet your specific requirements.
  • Single-point of contact for all your IT and non-IT issues.

TIERED SUPPORT: HELP DESK & INCIDENT MANAGEMENT TIERS

For any incidents, including critical ones, we immediately get into action, open up a conference bridge, liaise with all the involved parties for resolution, and send regular updates to business and IT stakeholders, based on the escalation matrix. The following are the different tiers of support our Help Desk offers.

Tiered Support

This is automated or self-service support level that users can access themselves without the aid of the Help Desk. Level 0 support is performed without the aid of a Help Desk technician.

  • Self-service facilitates automated password resets, websites for requesting ITIL support, and knowledge base lookup.
  • While this is primarily the responsibility of the customer, we can work with the customer to develop Wiki’s and other desk references that are useful for self-service and efficient incident management before opening a ticket.

It is basic level support provided for monitoring notification, logging, and tracking of an incident through resolution.

  • It is backed by a generalist NOC Technician with a broad understanding of a part(s) of the IT and network infrastructure under management.
  • Basic support and troubleshooting, such as password reset, printer configurations, break/fix instructions, ticket routing, and escalation to Tier-2 and Tier-3 support.
  • Support for identified Tier-2 and Tier-3 issues, where configuration solutions have already been documented.
  • When a Tier-1 issue is not resolved, the Tier-1 NOC Technician classifies the problem into the appropriate Response Time SLA/ Severity Level and escalates to the appropriate Tier-2 contact, along with the ticket number; then tracks the ticket to close.

This is second level support provided by experienced NOC Technicians/Engineers, who possess the more profound technical knowledge and strong exposure to troubleshooting.

  • This level of support handles issues such as break/fix, configuration problems, troubleshooting, software installations, and hardware repair, including in-house repairs or coordinating depot services.
  • Issues escalated by Tier-1 support are handled. The technicians here are more specialized and will first determine if the problem falls in the specialist’s domain, based on the data collected by the Tier-1 NOC Technician.
  • If it falls in their domain, they determine if it is a new or an existing issue. At this point, NOC specialists might use advanced diagnostic tools and data analysis.
  • If it is an existing problem, Tier-2 specialists find out if there is a solution or a workaround in the database. However, in some cases, there might be no solution if it is a known issue. In such cases, NOC Engineers include additional notes on the issues register and escalates to the relevant vendor or Tier-3 Engineer.
  • If it is a new problem, they conduct further analysis to see if it could be fixed and resolve the issue. If not, it is then escalated for Tier-3 support, where it is typically assigned to a certified NOC engineer or a product specialist.

This is the highest level of support that is provided by engineers and experts, who are usually certified NOC technicians for an industry-leading product(s).

  • Highly complex incidents with the ability to engage with a specialist in the vendor Technical Assistance Centers (TAC) are handled in this level of support.
  • They collect all the necessary information from the bottom two tiers. They perform deep level analysis, directly work on sensitive administrative permission items, and implement changes, configurations and other technical solutions (within the limits of the contract) for fault resolution.
  • Support for troubleshooting, configuration, database administration, and repair for servers, network, infrastructure, Data Center, email, file shares, and other infrastructure issues.
  • Furthermore, with the ability to deploy solutions to new problems, our Tier-3 Engineers have the highest level of expertise for solving difficult issues. They become the customer’s central point of contact for coordinating complex incident resolution that might involve multiple vendors.

Note: You can add any one of these support levels to service levels that you select – Standard, Advanced, and Comprehensive.

RESPONSE TIME SERVICE LEVEL AGREEMENTS (SLAs)

We use our systems to deliver on the mutually agreed upon Service Level Agreements (SLAs). DNA manages the services desk and a few of the resolver groups. We have well-defined and structured call escalation processes to swiftly resolve issues that save your time and money. You will experience greater savings as this model nullifies the related costs of managing service desk employees.

Our aggressive SLAs help us balance client expectations while meeting internal metrics. We offer Silver, Gold, and Platinum service levels at different prices. You can review these options as a starting point for negotiation.

Escalation Response Time

In addition to the skills-based work within the management tiers, each tier maintains stringent time bands to resolve or escalate issues. These time bands are part of ExterNetworks’ internal operational procedures – used as a double measure – to ensure expedient resolution in line with the SLA commitments for each customer.

Key Benefits of the DNA IT NOC Service

  • Solves IT Crisis: Our Help Desk Services resolve critical issues before they escalate into a major IT crisis. This prevents disruptions and keeps your business running smoothly.
  • Complete Freedom from IT Worries: Our Help Desk Services free you from IT concerns. You can focus on your core business with total peace of mind.
  • Real-Time Dashboard Monitoring: We provide an IT Health Dashboard for real-time monitoring. This gives you a clear overview of your enterprise IT status.
  • Expert Support Across Diverse Technologies and Platforms: Our certified engineers provide top-tier support across various technologies and platforms. We ensure your IT needs are met efficiently.
  • Cost-Efficiency Through Economical IT Support: Our IT solutions are cost-effective and efficient. You can enjoy affordable IT support while optimizing performance.
  • Superior Productivity: Employees and customers can work without IT-related stress. This leads to higher productivity and a better user experience.
  • On-Demand IT Support: Our Help Desk Services offer instant support. Our expert engineers are just a call or click away when you need assistance.
  • Regular IT Health Reports: Stay informed about your IT environment with quarterly reports. These include Lifecycle Management, Network Health, and Warranty updates.

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