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 ”
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