noc support

24x7 Managed NOC Services for VAR and SIs

Unlock additional revenue opportunities with your customers, grow into markets, and hit your revenue targets with 24x7 NOC capabilities. Focus your attention and resources on strategic projects and leave infrastructure monitoring and management to the team trusted by hundreds of organizations to deliver maximum uptime, availability, and performance.

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24x7 NOC support is in high demand, but delivering it is no easy task for Value-Added Resellers and Systems Integrators.

VARs, SIs, and similar IT service-oriented providers bring the high level of proficiency in specific vendor solutions to provide the capabilities and expertise most companies can’t easily establish in-house. Whether it’s configuring and deploying new technologies, providing security, storage, migration to the cloud, or another form of value-added or integrative service, your team’s time and addition are too valuable to be distracted with 24x7 NOC support.

The explosion of demand for 24x7 NOC support among enterprises, communications service providers, and other large organizations has created an expanded business opportunity for VARs and SIs serving those customers and looking to break into new markets.

But the high costs, long lead times, and operational challenges of delivering advanced round-the-clock NOC support stand in the way of this competitive value-add.

8 challenges of delivering 24x7 NOC support for VARs and SIs

Developing an operational structure to efficiently handle support activities across multiple customers
Hiring, training, and retaining niche NOC technical specialists
Distracting valuable technical resources with low-level support activities
Significant CAPEX for tools and operationalization
Difficulty in developing and maintaining runbooks across multiple customers
Inability to integrate and correlate across disparate customer tools and platforms
Difficulty in scaling to meet support demand as the business grows
Lack of business continuity

You deserve a NOC partner that quickly enables your value-added or integrative service catalog.

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VARs and SIs need a NOC partner that brings the experience of implementing and integrating monitoring and ITSM tools, advanced technical support capabilities, and deep operational expertise to handle these heavy customer support workloads better and at a fraction of the cost of utilizing their own internal technical resources.

We are that partner. Rather than burdening your existing technical staff with NOC support activities or spending months or even years operationalizing a NOC, partnering VARs and SIs quickly tap into our comprehensive service catalog and receive deep operational expertise, to meet customers’ technology support challenges and accelerate profitability right now. We become the operational component of your 24x7 service catalog.

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Learn why top-performing VARs and SIs are partnering with us.

Forward-thinking VARs and SIs are standing before massive and growing market opportunities. The technologies making their way into the enterprise and the mid-market require experts who can integrate complicated multi-vendor systems and navigate the sometimes dizzying and fraught reality of digital transformation. As the steady migration to the cloud continues, the explosive demand for system integration has driven a healthy ecosystem of vendors and strategic partners eager to integrate with VARs and SIs to meet that demand.

But despite the rise in vendors and partners, there’s a notable lack of options in this critical area: high-quality 24x7 NOC capability. A capable, operationally mature NOC is the foundation of any VAR or SI successfully serving enterprise and mid-market customers today. For most companies, however, the high costs, operational experience, long lead times, and practical challenges that stand in the way of delivering efficient enterprise-level support themselves frustrate what otherwise could be a competitive value-add for customers. 

VARs and SIs need a NOC partner that brings the experience of implementing and integrating monitoring and ITSM tools, advanced technical support capabilities, and deep operational expertise to handle these heavy customer support workloads better and at a fraction of the cost of utilizing their own internal technical resources. We are that partner.

INOC Vision Partner Program cover

Free Partner Guide The INOC VISION Partner Program for System Integrator and MSPs

Download our free partner guide and learn how a 24x7 NOC service partner offers the fastest, most cost-effective way to meet your customers’ technology support challenges, accelerate your profitability, and hit your revenue goals.

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COMPREHENSIVE 24X7 NOC SUPPORT Managed NOC service at every level of technical support

Our multi-tier operational support structure enables managers to leverage the lower-cost first-level or Tier 1 team to perform routine activities, freeing up high-level technical teams to focus on more advanced support issues. By following an operational methodology that utilizes a tiered support structure in full alignment with the ITIL framework, our NOC can rapidly respond to incidents and events and continue to implement changes as needed, all under a more cost-effective service model.

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Notification Support

We detect and identify events from alarms, calls, and emails related to network and security equipment, circuits, cloud infrastructure, and applications. This also includes creating incidents and notifying or escalating them to the client or customer until the incident has been acknowledged.

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Tier 1 Support

At Tier 1, support includes initial event correlation, infrastructure, and services impact determination, and incident prioritization within established SLA timeframes—in addition to the scope of Notification Support. We work the vast majority of issues to resolution without impacting your team at all. Our Tier 1 resolution rates typically sit between 60% and 80% of all issues.

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Advanced (Tier 2 & 3) Support

Our advanced support team expands on Tier 1’s expertise to include a deeper, investigative level of troubleshooting expertise in network and IT technologies along with specialized knowledge for highly-involved resolution.

INOC service catalogue

Access our complete NOC service catalog and give your customers the support they need, 24x7.

Our service catalog covers a wide range of operational support functions for proactively monitoring, detecting, and measuring service availability and performance across your customers’ infrastructures and support operations—24x7 or whenever you need us. Expand the sections below for a sample of our comprehensive service catalog. Partnering MSPs white-label these services for their own service catalogs. 

Event Monitoring and Management

We monitor, detect, and process events and faults related to client networks, IT infrastructures, and services such as status changes or usage to determine the appropriate action, often resulting in an incident being logged for fault management.

Incident Management

We detect and resolve incidents in order to restore services as quickly as possible and minimize downtime of our clients’ proactively monitored infrastructure and services. Notification, Tier 1, 2, and 3 services are available.

Problem Management

For those receiving our Tier 3 Incident Management services, Standard Problem Management includes performing activities needed to diagnose the root cause of incidents and submitting change requests to resolve those problems. Predictive Problem Management aims to avoid incidents proactively. This service also maintains information about problems and workarounds for use by Incident Management.

Capacity Management

We record and manage the performance, utilization, and capacity of our clients’ infrastructure components to ensure client service-level targets are being met.

On-Demand NOC Support

We provide backup — overflow, disaster recovery — NOC support for our non-24x7 clients.

Product Support

We provide white-labeled technical support to clients of system integrators, OEMs, and independent software vendors. Notification, Tier 1, 2, and 3 services are available.

Help Desk Support

We record and manage service requests — for information, advice, standard troubleshooting support, or access to a service — for the client’s end users and end customers.

Call Center Support

We record and route calls from our clients’ end users and end customers.

Service Transition Planning and Support

We work together with our clients to define the specific steps for the initial setup of support, including per-customer onboarding if applicable.

New Service Onboarding

We onboard client and customer infrastructure with client-supplied information and assistance. Get in touch with us to see all the services included in standard turn-up support, including CMDB setup, connectivity, ticket system, alarm monitoring setup, call and email setup, NOC runbooks, and much more.

Change Management

We record and manage changes to infrastructure, services, and monitoring. After New Service Onboarding is complete, we make subsequent changes to our support to reflect changes in our clients’ or their customers’ infrastructure and support environments. These changes include scheduled maintenance support as well as Requests for Change, including move, add, change, and delete requests.

Service Asset and Configuration Management

SACM defines the service and infrastructure components required to deliver services to our clients and maintains accurate configuration records. Configuration records also include service and asset relationship information. This support process allows for better Change Management, Incident Management, and Problem Management and ensures adherence to standards, legal requirements, and regulatory obligations.

Professional Services

We support clients with their internal runbooks, tools, and infrastructure through a number of Professional Services. These include Integration Services (such as runbook development, tools integration, and custom monitoring functionality) as well as Engineering Services (including standard and simplified provisioning and design and deployment services).

Service Reporting and Service Analysis

Service Reporting provides reports about INOC support. Service Analysis aligns the services with changing client business needs by identifying and implementing improvements to the services we provide. The objective of this process is to improve effectiveness and achieve these objectives in more economical ways. Service Analysis measures and monitors process compliance, quality, performance, and the business value of a given process.

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Why do VARs and SIs partner with us?

Partner advantages list

Who are our VISION Partners?

Value-Added Resellers (VARs) and System Integrators (SIs)

Builds and supports client infrastructures by combining hardware and software from multiple vendors.

Managed Service Providers (MSPs)

Delivers services, such as network, application, infrastructure, and security, via ongoing and regular support and active administration of customer environments.

Alliance Partners (OEMs)

Network equipment manufacturers that rebrand (white-label) INOC’s services and sell them to their end customers.

Strategic Technology Partners

Strategic technology partners are part of an ecosystem that provides additional technology services.

Referral Sales Agents

An experienced individual qualified to analyze and advise a client compensated for a referral.

We keep good company. Join other leading technology innovators accelerating their business with INOC.

Strategic Technology Partners
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VISION Partners get results. Here are a few of their stories.

Expand the sections below to see how the VISION Partner Program is enabling our partners to get a competitive advantage in the market and reach their revenue goals.

Partner Case Study: Financial Services Company
ABOUT

Client: $2.2 billion revenue; $700 billion assets; 4,300 employees; 21,000 customers

Environment: 450 Applications; Windows, Unix, VMware (4500 servers); MS SQL, Oracle, Cisco, Palo Alto, F5; Dynatrace, LogicMonitor, ServiceNow

PROBLEMS

Service interruptions; MTTR (and Support team coordination and collaboration); Shift and resources management; Limited operational visibility

SOLUTIONS
  • SOLUTION 1: Consolidated tools and alarm view, correlation, ticketing integration
  • SOLUTION 2: ITIL process framework, NOC Runbooks, tiered support structure
  • SOLUTION 3: Operational metrics, KPIs, QC/QA analysis, reporting, CSI
RESULTS
  • 45% reduction in time to action
  • 70% of incidents resolved by Tier 1 Team
  • Visibility into challenge areas of infrastructure and support teams
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Multi-Vendor Support: Mid-Size System Integrator
SITUATIONAL CHALLENGE

A system integrator was faced with the challenge of supporting advanced network technologies from multiple vendors 24x7, including solutions they sell and those they don’t.

HOW INOC PROVIDED A SOLUTION

Adding a structured 24x7 NOC framework has opened the door to new revenue opportunities. INOC and the partner put together a Hybrid NOC solution to support multi-vendor/multi-technology client environments:

  • Tier 1 INOC + Partner Tier 2-3 (on tech that partner has resources for)
  • Tier 1-3 INOC (on tech that partner does not have resources for)
  • Vendors supported: Juniper, Cisco, Extreme, Aruba, Palo Alto, Ciena, Adtran
RESULTS

The partnership drives new revenue opportunities as the Partner can go to almost any client in the larger addressable market with a 24x7 support solution that provides event aggregation, problem isolation, and remediation across a multi-vendor network/architecture designed to meet the clients’ end-to-end support requirements.

NOC Operations Consulting: Large System Integrator
SITUATIONAL CHALLENGE

A large system integrator was frequently being asked by their enterprise clients to help improve the client’s own existing NOC operations and/or provide 24x7 support.

HOW INOC PROVIDED A SOLUTION

The partner added the following service capabilities with INOC solutions: - NOC Assessment and Operations consulting services - 24x7 Shared NOC support - 24x7 and off-hours/weekends Dedicated NOC support - 24x7 Service Desk support - Tech supported: Network, compute, database, storage, applications

RESULTS

The partner now addresses clients’ end-to-end needs from equipment supply to maintenance/field support to 24x7 monitoring and problem resolution along with help desk services.

Alliance (OEM) Services: Network Equipment Company
SITUATIONAL CHALLENGE

A network equipment manufacturer was working with a large telecom company that was providing NOC services on the manufacturer’s behalf. The telecom company had limited flexibility in its service features and was unable to fulfill all the requirements for a number of customers. The manufacturer then issued an RFP for NOC services.

HOW INOC PROVIDED A SOLUTION

INOC provided a structured, secure, and flexible NOC solution for the manufacturer’s customers with highly demanding SLOs, quality controls, and custom dashboards and reporting requirements.

RESULTS

The OEM increased its sales of maintenance and managed services from 20 to 85 clients in three years with substantial growth in recurring revenue.

What’s your NOC solution?

Direct NOC Support
Enterprise, Service Provider, OEM

As a leading provider of NOC services, we know how to ensure infrastructure and application availability throughout the enterprise, prioritize outstanding customer communications for service providers, provide detailed network performance metrics via dashboards and reports for OEMs and their customers, or support any other key business driver and deliver a solution fit just for you.

Not sure if outsourced NOC support is right for your organization? Read our guide and find out.

The Definitive Guide to Outsourced NOC Support Services

White-Labeled or Augmented NOC Support
MSP, SI, VAR, OEM, Strategic Technology Partner, Referral Sales Agent

Looking for a NOC services partner who can fill 24x7 NOC support gaps and unlock new revenue opportunities in high-demand areas such as managed services? The INOC VISION Partner Program gives you the solutions, training, tools, and support to accelerate profitability and expand your business without at a fraction of the cost and complexity of standing up NOC services yourself.

Wondering if partnering offers an easier, more cost-effective way to add 24x7 NOC support to your service catalog? Read our guide and find out.

The INOC VISION Partner Program for MSPs and SIs

“INOC’s willingness to be flexible and help customize the engagement while also making recommendations about the support function, in general, were huge motivators for our client. INOC was willing to start slow and gradually transition them from having dedicated hands to shared services for us over the course of two or three years. That’s something no other partner was willing to do. Rather than forcing the client into their own processes, INOC took the time to understand what the problem was, who the people were, what outcome they were looking for, and then craft a custom solution that wasn’t a seismic change for the engineers. Some of the process improvements were made more comfortably over time.”

SHI logo Troy Weber, Enterprise District Sales Manager
SHI

“[A] big motivator for working with INOC was its ability to navigate the interpersonal dynamics of a massive enterprise. Our client had multiple CTOs, CIOs, and about two dozen IT SVPs. INOC was able to galvanize all these stakeholders by demonstrating real thought leadership in their discipline. They could show what’s likely coming in two or three years in terms of automation and machine learning—and how DevOps was going to play into support. That was super important to our client.”

SHI logo Troy Weber, Enterprise District Sales Manager
SHI

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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Become an INOC VISION Partner

Need to deliver 24x7 NOC support to your customers? Become an INOC VISION Partner and get the NOC capabilities you need at a fraction of the cost and complexity.

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