Transparent Technologies, Inc.’s NOC is located within our corporate headquarters in metro Atlanta. Customer trouble tickets and network monitoring/security alerts generated are passed to the NOC where they are actively monitored by our staff 24/7.
Monitoring of your networks, systems and applications ensures that your network alerts are received, resolved and documented.
Dedicated TTi Backchannel Engineers manage your private network of deployed equipment at remote customer locations.
Issue Resolution & Documentation
Skills-based routing through our Cisco Call Manager® system ensures that issues are directed to the appropriate NOC Engineer for prompt resolution and documentation.
TTi can use the customer’s CRM system, provide access to our own system or develop a tool to transport data between systems. Web-based customer portals give you live access to all interactions and issue resolution. All alerts and calls are opened as tickets in our Centric CRM system. This trouble-ticketing system enables the status of the incident to be tracked against any Service Level Agreement (SLA) provision and ensures that it is resolved in accordance with the agreed service levels.
IP “Hot Phones”
SLA’s customized for each customer incorporate your business into our workflows. TTi can provide IP “hot phones” at customer sites to seamlessly integrate your facilities into our technical support network.
At TTi, we offer support solutions customized to meet the needs of you and your customers. The level and time of response will be agreed with you and defined in your Service Level Agreements (SLA). Customers simply choose their desired support and availability packages. TTi then works with you to customize an SLA that makes sense for your business needs.
|Tier 1||Tier 1 NOC resourcesSkills based call routing
Trouble ticket receiving and logging
Basic monthly reporting (call statistics)
|Tier 2||In addition to Tier 1 features:Tier 2 NOC resources
Proactive Network and Backchannel Monitoring
Up to three (3) Customized workflows designed for issue resolution
Standard monthly reporting (detailed trouble ticket reporting)
|Tier 3||In addition to Tier 2 features:Tier 3 NOC resources
Customer Web Portal into ticketing system
Unlimited customized workflows designed for issue resolution
IP Telephony “hot-phone” provided onsite for customer engineer
Enhanced monthly reporting (total workflow analysis)
|Silver||Monday – Friday 8AM EST to 8PM EST|
|Gold||Monday – Sunday 8AM EST to 8PM EST|
|Platinum||24X7 including all Holidays|