How the
Northwest Connects

 

Network Operations

Our Network Operations Center (NOC) monitors thousands of network elements 24/7, 365 days a year. This highly skilled team of network analysts and engineers provide customer support, troubleshooting, network management, and alarm reporting, dispatch, and repair for more than 15 broadband networks.

If you need to contact our NOC services to support your network’s goals of 100% uptime, our Spokane, Washington-based operations center will provide a thorough and comprehensive plan to support your network’s needs.

 

NoaNet Network Operations Center (NOC)

24/7/365 Service Desk

Proactive Ticketing and Customer Notification

Having your devices in NoaNet monitoring allows for proactive ticket generation and customer notification. Once a device alarm is received, our NOC generates a tracking ticket and notifies all associated stakeholders of the event; subsequent customer inquiries can easily be linked to network events, reducing your customers’ overall talk time.

All network events and customer inquiries follow a defined escalation path, set and agreed upon between NoaNet and your organization; this ensures that your workload and personal time are not interrupted unnecessarily.

Call Taking and Customer Service

  • 24/7/365 Availability for Calls and Customer Response
  • Fiber Locate calls
  • Monthly ‘Automatic Call Distributor’ Reporting

Generating Tickets and Communication Management

  • Generating tickets through NoaNet’s internal ticketing system (ServiceNow)
  • Notification of customer call-ins
  • NoaNet’s NOC provides status updates on tickets
  • NoaNet’s NOC actively seeks updates from engineering
  • Monthly ticketing reports are available and can be sent automatically or upon request

Customer Experience Management

NoaNet customers receive an immediate analyst response to our monitoring system-generated alarms, e-mail alerts, and customer-generated tickets. Network-certified analysts perform up to and including Tier 2 technical support (with engineering support available upon request). All stakeholders are notified of any outages and kept current of status updates, assuring excellence, transparency, and accountability.

Customer Service Portal
NoaNet will design a custom service portal for your organization enabling you to:

  • View your devices and related performance history (CMDB)
  • Submit service tickets and view ticket status and history
  • Access customer records by service or ticket
  • Submit and monitor maintenance request

Network Monitoring & Provisioning

As the first line of response to alarms, email alerts, and customer inquiries, our team continually works towards reducing your staff’s workload. Having your organization’s devices in NoaNet monitoring ensures that eyes are on your network 24/7, 365 days a year.

  • All events and clients are responded to with a sense of urgency.
  • To ensure timely resolution, all network events are responded to by a network-trained, CISCO-certified NoaNet analyst.
  • Defined escalation path: Sr. Analysts, Engineers, and Management are available and engaged if needed.

Reduced response & resolution intervals
By maintaining a constant focus on your network, NoaNet’s NCS & Transport teams can quickly respond to and begin troubleshooting device alarms, reducing response and resolution intervals.

Smart Hands Support

24/7 On-call and Dispatch Ready Engineers

  • Customized response packages
  • Support for multiple equipment types and platforms
  • Jumper runs, equipment replacements, troubleshooting, and remote access
  • Typical service territory response time: less than four hours

Escalation and Workflow Management

Custom Training and Employee Development
We design, implement, and manage the processes necessary to ensure our team meets and exceeds your service requirements.

  • 100% Network Certified Staff (CCENT/CCNA)
  • Customized NOC Policies and Procedures to meet your business needs

Change Management

  • Generating maintenance tickets and notifying customers in response to maintenance notices received.
  • The NoaNet NOC collects, processes and manages maintenance notifications from your organization, ISPs and last-mile providers
  • Notices go out to your organization and associated stakeholders
  • NoaNet’s NOC actively monitors all scheduled maintenance.
  • The NOC maintains engagement during maintenances being worked, notifying all stakeholders with status updates.

NOC Solutions

Our multi-tier operational support structure enables managers to leverage the lower-cost first-level or Tier 1 team to perform routine activities, freeing up high-level technical teams to focus on more advanced issues. By following an operational methodology that utilizes a tiered structure in full alignment with the ITIL framework, our NOC can rapidly respond to incidents and events and continue to implement changes as needed, all under a more cost-effective service model.

Network Element Management and Alarm Reporting
Tier 1 Support NoaNet
Tier 1 Support
Tier 2+3 Support NoaNet
Advanced Tier 2 and 3 Support

Network Map

NoaNet has over 3,300 miles of network plant that touches every county in Washington State. Explore where our services reach and we are at through this interactive map tool.

Insights