Ongoing service plan
NOC
Service availability managed by engineers
When monitoring detects a problem, an engineer verifies the event, starts diagnosis and manages the case until the agreed service function is restored.
Core scope
What is included in the NOC plan?
Technical incidents receive ownership, diagnosis and remediation, while agreed environmental components are maintained under approved procedures.
The plan also includes the agreed scope of:
24/7 technical alert handling
Verifying availability and performance alerts. Distinguishing genuine disruption from duplicates, planned work and monitoring-system issues.
Incident classification and impact assessment
Identifying affected services, disruption scope and priority. Opening a ticket and assigning a handling owner.
Infrastructure and service diagnosis
Analysing system, process, resource and connectivity health and basic application dependencies. Identifying likely causes and possible remediation.
Executing approved remediation procedures
Following agreed runbooks, such as restarting a specified service, safely retrying a job or triggering a prepared failover mechanism. Each procedure defines execution and stop conditions.
Managing incidents through restoration
Recording actions, tracking progress, verifying results and keeping the customer informed. Closing the incident after confirming restoration of the agreed service function.
Escalation to administrators and suppliers
Referring cases needing further permissions or expertise to the appropriate teams. Coordinating with operators, hardware, hosting and software providers within granted authority.
Operational backup and replication oversight
Checking job status, age of the latest successful backup, reported errors, available capacity and retention settings against the agreed baseline. Diagnosing and retrying jobs where procedures allow.
Core patch management
Tracking versions and available updates for specified systems, assessing patches, preparing deployment, performing agreed tests, installing and checking operation afterwards.
Standard maintenance
Performing catalogue-defined work, such as storage utilisation checks, stalled-job handling and maintenance of specified system services. This is not unlimited administration of the entire environment.
Standard change oversight
Recording planned work, reflecting it in monitoring and checking availability before and after changes. Referring a change for rollback when agreed criteria are met.
Recurring problem analysis
Identifying recurring outages and overloads, maintaining a problem list and providing basic recommendations to prevent recurrence.
Operational reporting
A monthly report on availability, incidents, actions, updates and open problems. Highlighting items requiring customer decisions or investment.
Working together
Clear scope. Agreed actions.
Responsibilities are documented in the service specification, alongside assets, tools, permissions and escalation paths.
- The service covers agreed technologies, permissions and tasks. It does not mean complete IT administration or arbitrary changes on request.
- Patch management covers specified systems and components. Major-version migrations, application code changes and work on unsupported systems require separate agreement.
- A successful backup does not confirm the recoverability of an entire service. Recovery tests have a separately defined scope.
- Suspected cyberattack triggers escalation to the designated security team and suspension of activities that could hinder analysis. SOC provides specialist incident handling.
We define the SLA for starting work separately from incident containment and service restoration time. 24/7 operation does not guarantee availability of customer systems.
Service onboarding
Before we begin handling events.
We agree the scope
We inventory assets, data sources, service owners, contacts and expected outcomes.
We connect and configure
We activate standard integrations, access, alerts and procedures appropriate to the selected plan.
We verify readiness
We test telemetry, escalation and approved actions, and agree acceptance criteria and the start of operations.
Standard implementation is part of onboarding and may carry a separate setup fee. Dedicated connectors or application code changes are agreed as separate work.
Choose a plan
Frequently asked questions
Does NOC only notify the administrator?
No. NOC verifies alerts, diagnoses problems and performs approved remediation. Where further permissions or expertise are needed, it coordinates escalation and tracks progress.
Which updates does patch management include?
Updates for systems and components listed in the service specification: patch assessment, preparation, agreed testing, installation and operational checks. Major-version migrations and application redesigns are separately scoped projects.
Does NOC protect against cyberattacks?
NOC owns availability and technical outages. If diagnosis suggests an attack, it triggers agreed escalation. SOC provides threat analysis, containment and security incident management; Enterprise combines both responsibilities.
Related expertise
Connect activities that complement each other.
The next step
Let us define a scope that makes sense for your organisation.
Let us discuss your environment, priorities and team responsibilities. We will use this to define the work, required access and service conditions.