Level 1
Basic Notification
This is the first level of managed services. In this product, Comlabs will construct a monitoring system that continuously monitors all of the customer endpoint devices. The monitoring system will automatically notify the customer by a notification email that a monitored site is not responding. Notifications are generated by automated systems and are available 24/7. Comlabs will not necessarily be aware of the condition of the site and is not responsible for taking any corrective action to restore service to the site.
Level 2
Business Hours Response
Business Hours Response. This is the second level of managed services. Comlabs will monitor the condition of each of the customer endpoint devices and take corrective action when a site goes offline. Action will be initiated if possible on the same day that the site is identified as offline, but no later than the following business day. Corrective action will include calling the site contact and working with them to restore the system to normal operation if possible. Our responsibility is limited to troubleshooting the outage over the telephone by our network operations personnel. If the site cannot be restored to service and requires additional action such as replacement parts or the dispatch of technical personnel, Comlabs will provide the customer with a quote for the necessary services.
Level 3
24/7 Critical Network Response
After-Hours Response is the third level of managed services. In this product Comlabs will monitor the condition of each of the customer end point devices and take corrective action when a site goes offline on a 24 hour basis. Troubleshooting activities will be initiated typically within 15 minutes of our receiving notification that a site is not responding to the monitoring system. Corrective action will include calling the site contact and working with them to restore the system to normal operation if possible. Our responsibility is limited to troubleshooting the outage over the telephone by our network operations personnel. If the site cannot be restored to service and requires additional action such as replacement parts or the dispatch of technical personnel, Comlabs will provide the customer with a quote for the necessary services.
