GOIP provide you with a seamless experience of owning a Network Operations Center – 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 labor-intensive responsibility of your business – to save costs and allow you to focus on projects that have more business value. GOIP offers high quality content, delivery and execution services through an ultra-secure, highly resilient network.
– Proactive monitoring for ongoing performance analysis, self-healing, and auto-remediation
– Escalation and resolution support with ITSM and ITIL best practices to meet high-quality standards
– Certified engineers covering comprehensive end-to-end managed IT services for seamless operations
– Comprehensive network and infrastructure components to ensure optimum performance
Tier-0 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.
Tier-1 Support
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 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.
Tier-2 Support
– Issues such as break/fix, configuration issues, troubleshooting, software installations, and hardware repair (including in-house repair or coordinating depot services) are handled in this level of support.
– 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.
Tier-3 Support
Highest Escalation
– 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.
Overview:
GOIP ITSM is the “heart” of the Innovative XaaS and IT Management Solutions, serving as the core platform for managing customer network issues and incident reporting effectively. It provides a standardized operational method for Innovative XaaS and IT Management Solutions.
Key Features:
24/7 Instant Ticket Creation and Response: Experience rapid ticket creation and processing that aligns with customer service agreements. Receive updates via email, SMS, and WeChat, while also allowing for web-based ticket tracking and history retrieval.
Core Functionality:
The GOIP Network Management System is the central feature of the Innovative XaaS and IT Management Solutions, focusing on the operational stability and security monitoring of network devices. With 24/7 monitoring of customer-connected devices, it triggers response rules for instant ticket creation, connecting engineers to resolve issues and inform users.
Security Analysis Tool:
GOIP EventLog Analyzer Platform is a critical component of the Innovative XaaS and IT Management Solutions for network security analysis. It collects logs from servers, network devices, security equipment, and application systems to conduct thorough security assessments. The platform offers compliance checks for network security and performs standard baseline security evaluations on devices. It integrates with the ITSM system to set response rules for instant ticket creation, facilitating timely issue resolution and user notifications.
Schedule a free consultation with our expert engineers
by calling 626-623-3188 or emailing info@goipgroup.com.
Discover tailored solutions and insights that can drive your success.
Ready to elevate your business with GOIP’s services?
Schedule a free consultation with our expert engineers by calling (65) 6011 6288 or emailing info@goipgroup.com.
Discover tailored solutions and insights that can drive your success.
GOIP Globalnet is a well established US based One-stop ICT, Innovative XaaS and IT Management solution specializing in global networking, system, communication services and solutions with FCC Section 214 license. We have a strong presence in the US, Asia Pacific & Greater China Region to provide a complete and one-stop solution to our clients