ProNOC is Proficio’s Network Operation Center as a Service.
It includes the following features:
- 24×7 NOC Services
- Infrastructure Monitoring
- Performance Monitoring
- SLA Monitoring and Reporting
- Technical Resolution (Tier 1, Tier 2 & Tier 3)
ProNOC Benefits
- ProNOC is typically 1/3 of the cost of in-house NOC resources
- 24×7 operational focus and technical expertise
- Highest levels of availability and performance
- Accountability for results
- Fast response and quick resolution times
- Process-oriented approach
- Assured 24×7 coverage
- Avoid staff burnout and the recruitment treadmill
Read our whitepaper on how a Tier 1 NOC dramatically changes the ability of organizations to achieve network and systems availability in a cost efficient manner.
According to a Gartner study, “through 2015, 80 percent of mission-critical outages will be caused by people and process issues.” ProNOC addresses these issues through a focus on excellence in People, Processes, and Technology helping our customers achieve the highest levels of network uptime and system performance.
People
Based in Madison, Wisconsin, Proficio’s team is highly experience and available 24x7x365. ProNOC includes 3 Tiers of NOC experts.
Tier 1 is responsible for managing incidents, including logging events and support requests, gauging the business impact, notifying affected users, basic troubleshooting and documenting and assigning a priority to the incident. 65% of the total time needed to support a NOC is addressed by our Tier 1 team allowing senior engineers time to address more critical issues.
The Tier 2 team has is made up of product and service experts with the knowledge needed to perform routine diagnostics, configuration, problem identification, and analysis.
Tier 3 is the advanced engineering team and responsible for problem replication, root cause analysis, identification of design and interoperability issues, and liaison with vendor support.
Processes
ProNOC provides best-in-class fully documented processes adhering to the ITILv3 framework. Customers benefit from:
- Real time reporting
- Resource trend analysis
- SLA management
- Reusable templates
- Recommendations for improvement
Technology
ProNOC includes a centralized monitoring system that aggregates alerts from all network devices, applications, and system resources. This system is integrated with other monitoring systems (e.g., SolarWinds, Heroix, NimSoft) and ticketing systems (Service-Now, Salesforce, Remedy).
