24x7 Service Desk

A single point of contact for you and your customers. Our front-line team monitors events, resolves incidents, and engages resources quickly.

Technical Support Levels Solutions
people collaborating

Overview One point of contact, day or night

Our 24x7 Service Desk is the single point of contact for you and your customers. All phone calls, emails, and other alerts are processed into incidents and requests before being dispatched to the appropriate personnel based on your desired level of technical support. Utilize our Service Desk for notification, tier one, or more advanced NOC support based on your specific needs. We interface with your team at all levels of technical support and can take many issues through to resolution from our own award-winning NOC.

cover AT&T Business case study

Free Case Study How INOC Helped AT&T Business Grow Its VA Hospital Guest Wi-Fi Program and Reduce Ticket Resolution Times by 35%

Read the case study

Technical support levels 24x7 frontline service for all levels of technical support

Notification

Calls, emails, and other alerts are processed, information is recorded, and urgency is determined. Alerts that turn into tickets are acted on or forwarded to the appropriate personnel at the appropriate time.

Tier 1

At Tier 1, we process alerts and work the vast majority of them to resolution without impacting your team or your customers at all. Thanks to a deep bench of experts supported by an effective operational framework for monitoring and managing events, our Tier 1 resolution rates typically sit between 60% and 80%.

Advanced (Tier 2 & 3)

Need more advanced incident or problem management? We can provide higher-tier support to resolve complex issues. Talk to us to discuss more comprehensive support.

Solutions Give your engineers a rest—we've got it covered

Let your technical team focus on projects that support revenue growth, not low-level maintenance that keeps them up at night. Our 24x7 Service Desk is here to handle these and other support tasks so your engineers can invest their time and attention where it matters most. Through our NOC support framework, we significantly reduce the burden on internal support teams by handling at Tier 1 what many organizations are forced to utilize advanced technical staff for—sometimes by as much as 90%.

Faster reaction, faster resolution

Around-the-clock service means precious time isn't lost in the logistics of logins and all the other tasks that slow down recovery. Each support process is documented, understood, and trained on by those delivering service so the right information can be gathered and passed on to the appropriate team as quickly as possible.

"INOC plays a vital role in keeping our enterprise infrastructure up and our stress levels way down. This level of NOC support doesn't just lead to faster resolution times—it enables us to be proactive in preventing issues. I'd recommend their platform to any organization that needs a dependable support partner."

AT&T Business logo Kelly "Colleen" Jacobs, Program Manager, Department of Veterans Affairs
AT&T Business

"INOC combines end-to-end technical and operational expertise into an outstanding service package. They supported a complex optical network connecting multiple data centers with a level of organization and process efficiency that was impressive. Turnup was streamlined, painless, and transitioned smoothly into excellent ongoing 24x7x365 support."

Digital Realty logo George J. Cornachini, Global Technology Consultant
Digital Realty

"INOC plays a critical role in protecting vital terrestrial and subsea networks that demand the very best in monitoring. To us, an issue left undetected can compound into a multi-million-dollar fix. INOC’s expertise and responsiveness have become indispensable for our clients who rely on these networks. Notifications are escalated exactly where they need to go and we can meet virtually any reporting demand our clients bring to us."

AquaComms logo Charles Cumming, Global VP of Operations
Aqua Comms

Dive into our resources

  • Get a clear and concise introduction to outsourced NOC support in our definitive guide.
  • Learn three factors to consider when deciding to outsource or not in our handy decision guide.
  • Learn the difference between NOC managed services and outsourced NOC support in our quick-guide.
  • Get an introduction to outsourced NOC staffing models in our staffing guide.
  • Take a look at our onboarding process and what to expect if you turn up support with us.
  • Learn the critical utilization metrics and KPIs NOCs often miss in our latest blog post.
  • Explore a few best practices in our guide to ITIL incident management.
  • Start improving MTTR and MTBF in your optical networks with our eight tips.
  • Get some unique perspectives on managing cloud infrastructure in our blog post.
  • Learn the difference between NOC managed services and outsourced NOC support in our quick-guide.
  • See how we helped AT&T Business grow its VA Hospital guest wi-fi program and reduce ticket resolution times by 35% in our case study.

  • Learn how INOC partnered with SDI Presence to reduce ticket volume by 50% and increase monitoring accuracy by 25% for critical infrastructure customers.

Get in touch with us

Have questions? Want to discuss a possible engagement? We’re here to help you find your optimal NOC solution.

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