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Our Network Operations Center (NOC) works for you, twenty-four hours a day, seven days a week, 365.25 days a year.

Overview

Problem management is the process of identifying and resolving network problems. The goal of problem management is to maintain the highest standard of reliability and availability possible to your network. ATG manages events from onset to resolution and follows up with a satisfaction survey after each issue. Our Network Operations Center (NOC) monitors events and statistics continually to determine if and when an event or problem must be addressed.

In the event of an unscheduled problem or outage in our clients' network, our NOC will follow an interwoven set of procedures to facilitate quick resolution outlined throughout this brochure. Many of these tasks are enacted simultaneously as ATG's NOC utilizes its many resources to help resolve the problem. If action or resolution is not found within accepted time intervals, problem escalation will be enforced to ensure that all available resources are utilized in the effort to restore the network.

Problem Alert

ATG's NOC has both proactive and reactive methods of identifying events affecting the performance of the network. NOC technicians are available 24 hours a day, 7 days a week, 365 days a year, at our dedicated NOC.

Calls are immediately logged as an incident in the trouble ticket system with event history, contact information, resolution details, and follow up procedures.

The trouble ticket system allows detailed information on each problem to be shared by NOC personnel. All team members maintain a general working knowledge of all open tickets. The Access Technology Group utilizes cellular phones and a nationwide paging system to ensure that any member of the team may be reached regardless of their location.

Access Technology Group uses multiple tools and procedures in a front line, proactive approach towards the detection of potential network failures. The NOC employs multiple network monitoring programs running across several platforms. The variety and combination of programs helps insure strict and redundant monitoring of the network resources. Multiple graphic summaries of network status and device specific detailed statistical information provide a built in redundancy that facilitates both immediate and appropriate action by NOC personnel. NOC monitoring procedures provide accurate problem reporting, assistance in effective troubleshooting, and the development of procedures to anticipate and prevent future events affecting network availability.

Once ATG's NOC is alerted to a problem on the network, it begins a highly structured set of procedures towards problem resolution.

At the onset of problem determination, an ATG technician will open a trouble ticket. This ticket will include all relevant information relating to the problem, along with comprehensive updates of the efforts to resolve the problem. The result is a detailed chronology of the problem from start to finish. Upon resolution, an incident is only closed after all related information is compiled. This includes detailed problem solving and resolution summaries from Access Technology Group's engineers, related vendors, or personnel from the clients network. Following closure, the incident is available as a future resource for similar problems. Closed incidents are reviewed on a weekly basis for training purposes and quality assurance.