One Support

Round The Clock Monitoring Helps Ensure Continuous Operations

Monitoring is one of the most important - and resource-intensive - aspects of maintaining an online presence. OneSupport monitoring services offer a cost-effective, worry-free alternative to in-house operations.

All ispONE offerings are monitored by a professionally-staffed on-site Network Operations Centre (NOC) which uses industry standard tools and documented procedures to monitor every critical aspect of our end-to-end network infrastructure.

Customer Defined Escalation Keeps You In The Loop

OneSupport understands when it comes to escalation, no two customers are exactly alike. We run our OneSupprt monitoring operations based on customer-defined contact rules. These rules allow you to assign a severity level to each of a wide range of problems. You'll also tell us who should be notified, and how, for each level of severity. Notifications are customizable, from phone calls for critical severity notifications to text pager emails for warnings. You'll define these contact rules when you start your OneSupport service.

Beyond Monitoring, To Proactive Response

OneSupport goes beyond basic monitoring that only checks to see if your network connection, server or operating system are either up or down. Providers in a reactive mode will see an outage and make a phone call instead of fixing the problem.

Instead, OneSupport offers superior proactive and reactive support, predictably and intelligently handling alerts and responding to early warnings. Response and remediation are included with OneSupport offerings. Three levels of service are available for our customers:

• Dial and Broadband Monitoring provides notification whenever a specified service is unavailable.
• Hardware Monitoring goes beyond UP/DOWN to look inside the device to see how well the hardware and network are actually running using Simple Network Management Protocol (SNMP). Provides the information needed for performance tuning.

Experience & Services that are Broad and Deep

OneSupport expertise starts with our people. Our technical resources have worked for years in IT departments, and the entire OneSupport team is highly experienced in running Internet service operations. We have the know-how to earn and keep your trust everyday.

All OneSupport customers benefit from a wide range of monitoring and remediation services:

• 24/7 monitoring of network connection, server and operating system.
• SNMP monitoring that keeps a watchful eye over ispONE entire network, with the ability to drill down into operational details.
• RPC smart agents that have been deployed around the network to monitor various network components.
• Remotely monitor all aspects of network operations.
• Standardized and documented procedures that incorporate "best practices," ensuring time-tested resolution.
• Push-button scripted services that nip small problems in the bud, before they impact systems or network performance.

Performance & Uptime Commitments

We aim to guarantee that our Services will be available 99.9% of the time. All services will be available to customers for their use 24 hours per day, 7 days a week except during scheduled maintenance.

ispONE employs "best practice" server and network management techniques in our professionally staffed Network Operations Centre. This allows us to monitor all aspects of our end-to-end network infrastructure to deliver optimal performance and bandwidth utilization.