Managed Services
INW Monitoring and Management Service
INW’s Monitoring and Management Service is designed for companies who are looking for experienced support and service without the expense of full-time employees. The service offers proactive support via active monitoring tools that provide alerts if performance thresholds are reached. INW also provides onsite support time with a CCNP-level engineer or higher. INW Monitoring and Management clients receive a lower hourly service rate for out-of-scope and/or project-based engagements. This service is based on providing high touch support services and enhanced visibility with priority access to experienced engineers.
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INW Managed Services can include:
- 24×7 Monitoring, management and troubleshooting support and resolution as needed for all in scope network devices & services
- Monitor and manage Core Application connectivity to ensure proper data flow and availability
- Network configuration changes as needed to maintain operations
- Monitoring of user traffic to identify performance issues using Layer 7 visibility
- Maintain firmware on all managed devices to ensure security and minimal disruption to availability
- Monitoring and management Virtual Private Network connections to ensure data security across the WAN
- Troubleshooting and resolution for WAN connectivity performance issues
- Troubleshooting for network issues impacting end users and application performance
- Manage and Support Cisco Unified Communications applications to include MACDs, remote troubleshooting, and problem resolution
- Minor version upgrades for Cisco Unified Communications and Cisco Contact Center Express
- Support for Cisco Contact Center Express (including Workforce Management) to include script changes, report creation, and minor version updates as needed
- Daily or Weekly Summary Report detailing usage, top devices by usage, top clients by usage, top applications by usage, etc
- Priority Response based on INW’s Target Response and Resolution Times
- Create, monitor and manage all open support tickets with manufacturers
- Create, monitor and manage all open support tickets with ISPs
- Access to Support Portal to create support tickets and view status of open support tickets
- Regular status meetings to review network health, discuss open support tickets and to maintain an open line of communication
- Access to dedicated online support room for secure messaging and sharing documents (available during normal business hours)
- Onsite support per month to be used as needed
- Discounted Project Service Rates