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SUNTONE confirms Harbour MSP as a quality service provider.
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| PRODUCTS>MANAGED INFRASTRUCTURE |
Managed Infrustructure
The Network Operations Centre (NOC) is the heart of our managed infrastructure. It performs operational network monitoring, server monitoring, service level monitoring, customer notification, help desk, problem management and change control activities. As such, operations and customer service disciplines work hand-in-hand to provide an integrated customer support function.
The Help Desk is managed by the Customer Services Group within Operations and supports the problem management process with a problem management tool-set. Service levels and other monitored thresholds will raise a Trouble Ticket within the Problem Management System whenever they are exceeded. Process requires that they are dealt with in specific time periods or they will be escalated to internal and customer management. The Help Desk is available 24x7.
Harbour MSP has vendor service level agreements in place. What we offer you is a direct back-to-back offering from our vendors. We make sure you are aware of these as part of bringing you onboard Harbour MSP.
A physical part of the Managed Infrastructure is the network architecture providing redundant connections to the external world. These connections are in "Meet-me rooms" which are physically at each end of the Data Centre building. Although there would be no disruption should one of the routers fail, Harbour MSP maintains spares, on-site, for all critical systems.
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