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Customized monitoring platform |
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| Using best of breed monitoring software and leveraging our extensive experience with broadband technologies CIS has developed the most comprehensive management platform for broadband VPN solutions. Corporate IT Solutions platform monitors and provide an all inclusive score for overall network health and detail information on CPE, broadband, and VPN tunnel performance. The platform will allow for automated notification of PCI irregularities and CPE configuration security vulnerabilities. |
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Automatic network/circuit issue notification |
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| The CIS monitoring service provides an automated ticketing platform. Alerts and trouble tickets will be generated to notify clients of a myriad of performance issues. Clients will be notified of negative service events related to Latency, CPE performance, VPN tunnel issues, packet loss, security alerts, and outage events. The platform will provide notification when new broadband services are available at an existing location. |
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Tier 1, 2, 3 repair services |
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Tier I
- Monitoring and first line support Group
- Proactively monitors the network & ticket queue
- Will manage auto-generated tickets or create new tickets
- 15 minute proactive response time for any outage
- Escalation to tier II for any issue not resolved in 1st hour
Tier II
- Repair Group
- Trained to resolve equipment, inside wiring or last mile issues
- Will work with last mile provider to deploy technicians if needed
- Handles standard customer requests
- Escalation for any outage to tier III for any issue which goes beyond 4 hours
Tier III
- Escalated Repair / Engineering
- Typically focused on higher level technical issues like security configuration and performance issues
- Handles non-standard customer requests
- Will work any ticket that has not been resolved in Tiers 1 or 2 to find quick resolution
- Escalation to engineering for any issue which is non standard or goes on for more than 6 hours
Engineering
- Engineering group are top level engineers typically working on product development and enhancement but available to work any tickets that last more than 6 hours
- All TT’s must be responded to within 20 minutes from the time of escalation.
- Handles non-standard customer requests
- Available for billable engineering work for end users (like disaster recovery design or testing for new application rollouts)
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Snap shot of online project management portal |
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| View our online project management portal
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