Solutions
Support, NOC and service desk
L1, L2 and L3 support, incident management, continuous infrastructure monitoring and NOC operations.
What we do
Support is not only answering tickets: it is knowing what is running, spotting the problem before the user does, and fixing it at the source so it does not come back the following week.
That is why the service desk and monitoring belong together here. A ticket deals with what already happened; monitoring exists so that most problems never become tickets.
Levels of service
L1 — first response and triage
First contact, logging and routing of whatever is not resolved on opening.
L2 — analysis and resolution
Technical investigation and fixes that require access to the environment.
L3 — fixing at the source
Deep investigation, in the code or the infrastructure, so the problem does not repeat.
Incident management
Recording occurrences, escalation, and communication during and after an incident.
NOC — network operations centre
The NOC is the operation that watches the infrastructure continuously: servers, networks, databases, applications and cloud services. The point is not to stare at a dashboard, it is to act — an alert exists to trigger an action, and every alert that triggers none becomes noise and ends up ignored.\n\nCoverage, the watch window and what justifies calling someone out of hours are set in each client's contract, because they depend on what the environment demands and on what is reasonable to sustain.
What we watch
- Servers and virtual machines: processing, memory, disk and network
- Databases: performance, connections and availability
- Websites, APIs and applications: availability and response time
- Network infrastructure: switches, routers and firewalls
- Cloud services and their consumption limits
- Backup routines and restore verification
How alerts work
- Every alert has a criticality and a recipient agreed with the client
- What is critical interrupts someone; what is informational goes to the log
- Automatic remediation only where the behaviour is known and predictable
- A record of what happened, what was done and what is still open
How we run the work
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Survey
Mapping the systems, the access paths and what needs to be watched.
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Setup
Monitoring, alerts, backup and support channels applied to the environment.
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Operation
Handling tickets and incidents according to the contracted plan.
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Review
Periodic analysis of what happened and adjustment of whatever needs it.
About coverage and deadlines
Coverage, service hours and response times are defined according to each client's plan and contract — there is no single published SLA here that applies to everyone. Promising one number across different operations would be selling what cannot be delivered.
Technologies we work with
- Zabbix, Grafana and Prometheus
- Linux and Nginx
- Cloudflare
- Elastic Stack
Shall we talk about what you need?
Describe the scenario and we come back with the possible options, what needs assessing and how the work could be run.