rest-soln .com

Our NOC-as-a-Service Solution

Introduction

In this day and age, round-the-clock availability and efficient

performance of applications is a must. Businesses worldwide expect to

have access to critical information anytime, anywhere. Thus, investing in

a 24/7 Network Operation Center (NOC) is becoming indispensible.

However, maintaining a NOC can be resource (cost and manpower)

and time-consuming.

REST Solution offers clients a hassle-free and flexible access to a NOC.

Without having to maintain an in-house NOC, clients can save on both

cost and time.

Europe

Australia

Hong KongMiddle East

Singapore

Philippines

JapanNorth America

NOC-as-a-Service

Our NOC includes:

• Monitoring of servers, network using client monitoring system

• Alert validation & logging

• Notification, escalation and follow up*

• Monthly reports

* Please see at the end of the brochure examples of escalation and tier 1 remediation

Preemptivemonitoring ofinfrastructure(in premise or

cloud based) byREST solution

Guaranteed services levels

Event and incident management based on ITILv3 best practices

Event filtered& categorized

& logged

Event detected Major incident Troubleshooting

ResolutionEscalationprocedure

Benefits of an outsourced NOC

What does it mean for our clients to have their NOC outsourced:

• IT departments being freed from the task of monitoring and allows

them to focus on more pressing projects

• Increased level of efficiency and quality of service of the IT

departments

INCREASE

THEIR LEVEL

OF SERVICE

FOCUS

ON THEIR

MAIN IT

PROJECT

LOWERTHE COST

OF HAVING24/7 TEAM

REST SOLUTIONNOC

Our four-step process

1

Choose the time you want REST Solution to cover the monitoring for you:

a. Working hours

b. Night and weekend

c. 24/7

2Choose add-ons depending on your needs (optional):

a. Tier-1 remediation

b. Hosting and maintaining the monitoring platform

c. Vendor escalation

d. Application monitoring

e. Premium servicePlease see details on the page below

* Procedures will be documented for each client

3

Workshop conducted:

a. REST Solution to present ITILv3-aligned processes that will be

implemented

b. REST Solution team to work with client to map out the scope of

monitoring, the stakeholders involved and the standard operating

procedures*

4

Implementation in minimum as 1 week after the workshop

Our solution is simple and flexible to implement:

Our add-ons in detail

2 a. Tier-1 remediation When an incident occurs, our Help Desk will provide quick identification of common

issues and work on root causes and resolution whenever possible. Incidents will be

attended to on a first come first serve basis.

2 b. Hosting and maintaining the monitoring platformWe offer a monitoring platform as an add-on available to clients 24/7.

Our monitoring platform is a flexible and fully-customizable monitoring system that

enables monitoring of any IT system.

2 c. Vendor escalation (requires Tier-1 remediation subscription)

We offer vendor escalation (hardware manufacturer, ISP, etc.) and management on

behalf of clients.

2 d. Application monitoringWe offer monitoring of client’s application (e.g. exchange, ERP, web server, etc.)

For instance, we can monitor the status of your web server via different indicators like

requests per second, bytes per second, expiration of the ssl certificates, etc.

2 e. Premium serviceTickets from clients who subscribe to our Premium Support Service will be prioritized.

REST Solutions will work closely with client to define the details of support to

be provided.

Choose add-ons depending on your needs (optional):

Why choose REST solution ?

Choosing REST Solution means being fully and truly assisted.

• Monitoring as core business: Our business is solely focused on providing

monitoring services. Without all the distractions of providing multiple services, REST

solution is able to hone the finer details of providing efficient and quality monitoring

services.

• Flexible: Our services are applicable to any type of business that requires IT

infrastructure (eg. Small/medium enterprises, telecommunication companies, banks,

airline companies, etc.).

• Cost-effective: We offer clients the full range of benefits of access to a NOC

minus the significant cost of maintaining one in-house.

• Client-focused: We work with clients to customize processes that are fitted

to their monitoring needs. Clients can also opt to use their own monitoring platform.

This minimizes adjustments required for our clients.

• High level of standard: Our processes are ITILv3 Aligned.

• Secure: ISO 27001 certification is being processed. Security is our main

concern as we connect to our client’s infrastructure.

• Competent and skilled team: Microsoft, Linux, Vmware, Cisco trained

and certified.

• Prompt: Incident detection within Service Level Agreement.

Our contact

REST solution

Unit 205, Plaza B Building,

Northgate Cyberzone Alabang,

Muntinlupa City

Philippines

Phone numbers :

Hong kong: +852 69025059

Philippines: +63 9177785501

Singapore: +65 8339 3350

www.rest-soln.com

“ contact @ rest-soln .com ”

AppendixExamples of support processes

Inform IT that serverneeds to be

rebooted onsite

Inform IT that a remote reboot will be performed.

Reboot upon approvalor if allowed from

client IT

REST solution team to troubleshoot

and fix issue

Is serveraccessibleremotely ?

Requires reboot ?

No

No

Yes

Yes

Support process Server reboot after crash

START

Monitoring system

Update ticket

Sends alert notification of server experiencing issues

Automated responseand

ticket creation

If issueis not resolved,

follow up

Create reporton troubleshooting

done

C

A

CLIENT IT TEAM

Tier-1remediationsubscribedby client ?

Withinclient support

hours ?

Contact REST solution via hotline informing issue with server crash

END

Escalate toCLIENT IT TEAM

Issue resolved ?

No

No

No

Yes

Yes

Yes

C

B

REST NOC

B

A

B

Tier-1remediationsubscribedby client ?

Yes

Yes

Support process Internet service provider issue

START

Monitoring system

Update ticket

Sends alert notification of client internet IP address is unreachable

Automated responseand

ticket creation

If issueis not resolved,

follow up

Create reporton troubleshooting

done

C

A

CLIENT IT TEAM

Withinclient support

hours ?

Contact REST solution via hotline informing issue with internet

END

Escalate toCLIENT IT TEAM

Issue resolved ?

No

No

Yes

C

B

REST NOC

B

No

Escalate tointernet service

provider

Vendorescalation subscribed

by client ?

Is issue ISPrelated ?

Yes

No

No

Yes

B

A

REST solution team to troubleshoot

and fix issue