1. What is the scope of technology / equipment that the NOC supports? What services do you monitor?

Our NOC professionals and our real-time monitoring software, iMonitor, can support a wide range of technologies and vendor equipment. SNMP and various non-SNMP protocols are supported; iMonitor can also process any ASCII output.

We monitor a wide variety of services - from email, database, directory services, web applications to BGP processes to optical light levels. We also develop custom functionality for our customers' specific environments.

2. What backup / redundant facilities does your NOC have?

All monitoring and infrastructure support systems, including, network hardware, servers, telecommunication circuits, and Internet connectivity are redundant between the Primary NOC facility in Madison, Wis., and the DR (Disaster Recovery) NOC facility near Chicago.

In addition, our NOC facilities include:

Fiber optic network connectivity from diverse building entrances via diverse carriers to diverse central offices, Two separate power grids, UPS systems and backup generators & Multiple levels of physical security.

3. What physical, network, and system security does your NOC offer?

Our NOC facilities have two levels of physical access security that require individually identifiable key entry. Network security is provided using firewalls, intrusion protection devices, and virtual routers. Customers' VPN tunnels terminate within virtual routers, allowing for isolation and encryption of each customer's data. QualiSpace uses hardened OS, strong authentication mechanisms, and provides only appropriate levels of access to ensure system security. Background checks, daily audits and tight security procedures allow us to meet our clients' security requirements.

4. What are the qualifications of your NOC support staff?

Our NOC staff skills are matched with the different levels of support provided to our customers. At the first level, NOC support staff have an average of 3 years of technical support experience, at least one technical certification and possess basic knowledge of network hardware, servers, TCP/IP, routing, switching, network security and telecommunication circuits. Mid-level and senior support staff has 5 to 15 years of technical support experience with certifications in multiple technologies. All support staff are screened and monitored for excellent customer service, written and oral communication skills.

5. How does your NOC connect to my network(s)?

Connectivity from our primary and DR (Disaster Recovery) NOCs to your network(s) depends on your service availability requirements. For example, using IPSec over the Internet works well if you have a very reliable Internet connection. If not, we recommend installing our redundant iMonitor Collection Agent pair, which gives the NOC uninterrupted view in to your network and service status via analog dial-up, even when the Internet connection is down.

6. What is involved in turning up the NOC service and how long does it take?

We have a streamlined process for turning-up NOC services for your IT infrastructure. You tell us what services, equipment, circuits, and other infrastructure you would like to have monitored; we establish a secure connection to your network – and install Collection Agents at your site if needed. After we document your notification and escalation requirements (we provide our standard schedules, which are typically modified for your environment) your NOC service is up and going. The whole turn-up process takes 2 to 10 business days