|
All our services are grounded in the management processes defined
by our BS7799
certification.
NOC
The NOC (Network Operations Centre)
is physically situated within easy access to our data centre locations
and connected via a fault tolerant WAN (Wide Area Network).
Located in Central London within BSG House, all customer support
calls and monitor / security alerts generated, are passed to the
NOC where they are monitored real-time by our staff 24/7. To ensure
the alert is resolved, it is passed into our 'Magic' call logging
and management system. 'Magic' enables the status of the incident
to be tracked against any SLA provision and ensures it is resolved
in accordance to the agreed service levels.
If the logged call falls outside of the
SLA provision, our system will check to see if the client has purchased
a Technical
Assurance Programme (TAP) from Hosting
Services. If so, we will resolve according to the terms of the TAP
contract or contact the client and offer to resolve on a Time and
Materials (T&M) basis.
|
 |
