Network Operations Center (NOC)

The Network Operations Center (NOC) is the early warning system that DataDistinct relies upon for fault and performance monitoring of your IT network. The NOC is staffed around the clock where technicians supervise clients’ remote monitoring system for alerts that indicate trouble with servers, routers, switches, firewalls, and applications. If a problem is detected, technicians will assess the problem and perform basic troubleshooting. If basic troubleshooting doesn’t solve the problem, it will be escalated to the Remote Support Center (BO). In addition to supervising your IT network, NOC also takes care of remote DataDistinct Care ACC checklist work as well as remote patch management and device reboots.

Back Office (BO)

The Back Office (BO) is responsible for handling remote client requests for network and desktop issues that are of an urgent, same-day-resolution nature. You have access to BO support by calling our customer hotline, contacting us through the DataDistinct Portal or by emailing us whenever you have an urgent problem that needs quick resolution. In addition to client-initiated requests, the BO also handles support requests from your local DataDistinct team and from the NOC. To better serve your IT network needs, the BO offers 24 hour a day, seven days a week coverage.

Our new and centralized NOC and BO will complement our standard support offerings that your business already receives and provide your company with three additional key benefits that will ensure that you get the top-quality support that you expect from DataDistinct. The benefits are as follows:

  1. Improved communication– With the BO, you can direct all of your business communications and support needs to one core team. The BO team will triage the request, start a request ticket, and assign it to the appropriate resource, ensuring full accountability at all times. Because all communications between your company and DataDistinct are consolidated, you can be sure that your business will be taken care of, regardless of whether work is done onsite or remotely.
  2. Faster resolution– While the NOC staff and the BO staff are situated in different locations, each team is identically structured to facilitate your business’ IT support needs. Each team, from technician to trainer to manager, is housed in a central room to ensure that everyone is involved with every support request from the beginning to the end of the process.
  3. Improved quality control– Because the NOC staff and the BO staff work as teams in large rooms instead of individual offices, it’s easier for management to ensure that everyone has the tools they need to fulfill request tickets with the high-quality support that you expect.

Technology & Solutions

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