Network Architechs

New technologies such as IP Communications open doors in productivity and business optimization. Network Architechs realizes that adopting new advanced technologies for your business use requires a full lifecycle approach to implementation and support. We provide a full range of professional services to encompass planning, design, implementation, operations and optimization to ensure that each project is a success.

Operations and Optimization

Ongoing optimization and operational support are critical factors in successfully adopting any new technology. Network Architechs support services begin prior to "go-live" to ensure the proper support infrastructure is in place for a smooth transition.

"First90"

A high-touch support model is utilized for the first 90 days of production providing ongoing knowledge transfer and optimization to staff and users as everyone becomes familiar with the new communications system. Weekly onsite visits and 24x7 reactive response go hand in hand with a focus on high customer satisfaction.

"Day2"

Annual ongoing "Day2" support service contracts provide a highly trained and skilled team to supplement the capabilities of our partners' staff to ensure that IP communications infrastructure investment continues to meet and exceed the organizations needs.

Philosophy

Our Sopport Philosophy

Collaborative Support

Network Architechs understands that our partners have made significant investment in their IT staff. Our support philosophy is based on providing 24x7 response to issues while working with the IT staff to enable and empower their ability to support the converged IP communications infrastructure via continual knowledge transfer and sharing of best practices.

Proactive Maintenance

It is important for a support team to not only react to problems and issues, but to work to proactively maintain systems and infrastructure with a goal of minimizing downtime and avoiding critical issues. Network Architechs believes in working with our partners' IT staff to monitor system health and to proactively address patches and upgrades.

Active Monitoring

Timely insight and information are critical to maintaining and supporting infrastructure components. Network Architechs provides 24x7 real-time monitoring of the IP communications infrastructure focusing on critical infrastructure management tasks such as:

Availability Monitoring and Reporting
Proactive Fault Notification
Performance Monitoring and Reporting
Configuration Management
Centralized Logging and Analysis

Ongoing Optimization

In addition to ensuring availability and performance, Network Architechs IP Communications support is focused on assisting with ongoing optimization and feature enhancements to ensure that our partners realize the full benefit from their investment in a converged infrastructure.

Base Services

Base Services

24x7 Problem Resolution

Network Architechs provides 24x7 problem resolution for priority 1 network down issues and 8x5 business hour response for all others. Trouble tickets can be opened anytime via a toll-free phone call or online via Network Architechs Support Portal.

Remote MAC Assistance

Network Architechs provides 8x5 business hour remote assistance with moves, adds and changes (MACs). In keeping with a collaborative support stance we will work with our partners' IT staff to continually provide knowledge transfer thereby enabling the staff to take on more day-to-day administrative responsibilities in house thereby reducing future support costs.

Quarterly Proactive Maintenance

Network Architechs will schedule quarterly onsite proactive maintenance visits with a focus on verifying system health and applying necessary system patches and minor release upgrades to ensure continual optimal performance.

24x7 Active Monitoring

Network Architechs will provide a managed monitoring server that continually collects availability, performance, configuration and logging information from critical components of the IP communications infrastructure. Real-time data and monthly executive level reports are provided through NA's support portal.

Network Architechs Support Portal

Support customer receive access to the Network Architechs Support Portal enabling 24x7 access to solution specific information, the ability to open trouble tickets on-line and view real-time performance, configuration and availability information.

Additional Services

Additional Services

Monthly Proactive Onsite Support

For an additional fixed cost, Network Architechs will provide monthly scheduled onsite visits to assist with onsite MAC'S, feature enhancements, and ongoing knowledge transfer.

Onsite MAC Assistance

Requests for additional onsite MAC assistance will be provided on a time and materials basis at Network Architechs' regular hourly rates.

Hardware and Software Support

Network Architechs recommends Cisco SMARTnet services for hardware replacement and software support

Target Response Times for Problem Resolution and Remote MACs

Priority Level	Target Response Times	Definition
Priority 1	1 hr (24x7)	Critical: Customer's network is down causing impact to business operations if service is not restored quickly. Critical problem that is business impacting: 25% of systems down or 25% of staff affected. No work around is available; Network Architechs and the customer shall commit full-time resources around the clock to resolve the situation.
Priority 2	1hr (8x5)	Business Impacting: Customer's production network is severely degraded impacting significant aspects of business operations: 15% of systems down or 15% of staff affected. No work around is available; Network Architechs and the customer are willing to commit full-time resources during business hours to resolve the situation.
Priority 3	4hrs (8x5)	Degraded Performance: Customer's network performance is degraded. Network functionality is noticeably impaired but most business operations continue.
Priority 4	1 business day (8x5)	Information or Service Change Request: Customer requires information or assistance on a product's capabilities, installation or configuration. Changes may be performed remotely or onsite at a mutually scheduled date.
Priority 5	Scheduled Proactive Visit (8x5)	Proactive Maintenance and Support: Upgrades, configuration assistance and mac's to be performed during a regularly scheduled proactive maintenance visit.