NOC Monitoring & Incident Response

We monitor network infrastructure and core services: switches, routers, firewalls, wireless access points, WAN circuits, VPN tunnels, internet connectivity, DNS, DHCP, and critical server resources (CPU, memory, disk). We also track certificate expiries, backup job status, and key application availability where applicable. We don't typically monitor desktop endpoints, individual user devices, or application-level business logic — those are usually handled by application support teams. The scope is defined during onboarding based on your critical services and we tune coverage iteratively as we learn your environment.

Alert tuning is a core part of our service. We use baseline monitoring data to set intelligent thresholds: if WAN latency spikes for 30 seconds at 2 AM, that's probably not critical; if it's sustained over 5 minutes during business hours, it is. We configure alert dependencies (if the firewall is down, don't alert on every device behind it), suppression windows (planned maintenance), and escalation delays (warn first, then escalate if not acknowledged). Over time, we refine thresholds based on false positives and known patterns. The goal is actionable alerts only — every alert should require or inform a decision.

Yes, we offer tiered on-call support. Standard coverage monitors 24/7 and escalates critical alerts during business hours. Premium tiers add after-hours escalation (evenings, weekends, holidays) with defined SLA response times. We agree upfront which issues warrant after-hours contact (complete site outage? yes; single AP down at a secondary location? probably not). Escalation paths are documented: SMS, phone call, and fallback contacts. For planned maintenance outside business hours, we can be on standby to confirm success or respond quickly if something goes wrong.