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4net proactively monitor alarms generated within the customers environment, our award winning ESP platform collects 7 times more intelligence from the Avaya estate than standard monitoring products.
Availability Manager includes an ever-growing knowledge base which links known problems with proven actions to quickly prevent business interruption. Rather than simply alarming when a component is unavailable, ESP connects at an application level allowing degradation in service to be identified, before it becomes service affecting
All major and minor alarms are automatically raised as incidents through the 4net NOC, ensuring issues are quickly identified and passed onto our skilled engineering team.
4net operate a 24 x 7 x 365 NOC, which forms the hub of our engineering support operation. Our helpdesk is fully manned with Avaya trained technicians rather than customer service agents, who will provide immediate access to technical expertise and support.
This service desk is fully integrated with the Avaya Connect service desk for continuity. This allows 4net to deliver a quick and effective resolution to all reported tickets, including faults, moves and changes, remote works, and technical queries.
The incident will be assessed for the impact and urgency and this will then define its priority. All incidents will have both a functional and hierarchical escalation to ensure that Service Levels are managed. 4net’s IT Service desk application provides the automation to enable full visibility of the incident. 4net will provide Root Cause analysis on all Priority 1 incidents within 5 days of restoration. 4net Managed Services can also provide the Root Cause Analysis on all recurrent incidents that fall within the Priority 2 rating.
This enables 4net to restore service within the necessary service levels whilst allowing our problem management activities to take place independently.
These problem records are then reported upon each month during the Service Delivery cycle to track their progress.
Capacity reports are aggregated from multiple sources then simplified into an easily understood graphical format. Capacity Manager delivers a valuable insight into hardware and software assets, network usage, internal resource utilisation and individual component performance. It also enables early identification of capacity issues, which left unchecked, could lead to future problems.
This includes the relationships between services and the infrastructure that supports the services and is another component of the integrated Service Management application.
The diagrams and reports are updated on a weekly basis and archived versions are kept for 12 months.
All configuration reports are available to the customer directly via the ESP portal or by request through the 4net NOC.
All changes to configuration items are subject to change management and 4net Managed Services will integrate into the customer’s change management process by providing a resource to attend the Change Advisory Board to assist in assessing the impact of changes that will affect the managed environment.
4net Managed Services will also submit RFCs to address changes to Customer’s infrastructure (as defined by the customer) whether this is in response to an incident, problem or pro-actively in the case of release updates.
All changes will be recorded and reported within the 4net IT Service Management application and will be supported by the appropriate documentation; testing and back-out plans.
4net keep track of all changes within the customer environment, including if the change was successfully implemented, or backed out of, the time of the change to ensure that all change windows are adhered to and the user responsible for making the change (this includes identification of the user if shared credentials are used).
4net Managed Services Release Management ensures that the preparation for the release of changes into the production environment conform to best practice by providing an independent testing environment and production of Implementation, Test and Back-out plans.
4net also proactively monitors the latest patch updates, product support notices, security alerts, end of sale and end of support notices from the vendors to ensure that the platforms are kept up to their optimum levels.
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