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Attentive, first class support for your network

At 8el we judge our success, not simply on providing excellent implementation services to our clients, but also on ensuring our clients achieve ROI through productivity and competitive advantage from the solutions we supply. Central to 8el’s customer experience is our first class customer support. The 8el customer services team provides proactive, professional assistance to back-up its comprehensive portfolio of voice and data services.

Our dedicated team of proactive professionals is focused on ensuring that the highest levels of performance are achieved from the solution - an expensive commodity in today's market.

8el's customer management & support services have been created to fully complement customer's existing skills and allow increased revenue earning opportunity to our customers by maximising solution availability through:

  • Comprehensive customer support desk
  • 24/7 technical support
  • Network management
  • Dedicated account management
  • Professional Service Level Agreement (SLA)
  • Voice and data usage and reporting tools

Network Operations Centre (NOC)

Our centralised Network Operations Centre (NOC) is operated 24hrs x 7 days by a team of highly qualified and accredited consultants who provide first, second and third line multi-vendor support. This is further supplemented by 8el's complete management of 3rd Party providers to allow our clients a "one stop shop" for all aspects of solution support and management - critical in achieving a fast resolution to the complex problems of systems interaction.

The vital operational areas provided to our customers by the NOC are:

  • The first point of contact regarding any 8el related issue
  • Provision of proactive support
  • Management of all support ticket logging including escalations - currently 99% of all tickets are resolved within the 8el SLA
  • Provide technical consultant support, advice and guidance when considering change
  • To fully manage all aspects of change management
  • Enable business continuity through any planned works on carrier networks
  • Offer advice on using 8el's unique networking monitoring tools such as AppFlow, SolarWinds and CallWatch Interactive

Our services are founded on using best practice ITIL escalation methodology, with escalation procedures to ensure customer access to senior level engineers and technology specialists as and when required. Our extensive test facilities fully support the engineering activities by allowing replication of our clients' networking issues. These facilities aid swift resolution of our clients' networking problems.

So whether you want fully-outsourced or standard break-fix support services, 8el can create a services solution to suit your exact needs and all fully supported by our industry respected Service Level Agreement, providing you with the peace of mind that your technology is operating to maximum benefit of your business.

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