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Proactive support means 24x7 support for potential network and service outages. We will check from N different (external) hosts if your infrastructure is working well on a 5min base. If a host or service is CRITICAL we can proactively try to solve the issue without the help of your service team. This will reduce your costs drastically.


more infos / ideas coming soon.. –> feel free to ask and comment


Requirements

Hard facts

unless otherwise agreed only for network operators with

  • Service Package Premium only
  • >= 25.000 Modems

    we are pushing hard to enable proactive support also for smaller network operators

Soft facts

  • Your approval and trust for us to perform dedicated actions, like HOST and SERVICE reboots and config changes
  • Your communication matrix for different issues (see e.g. Example Communication Matrix below - Who should be informed in realtime if something went wrong?)
  • Strong documentation & Consultation of your infrastructure regarding (Link towards new Service Level Agreement / Leistungsschein)
  • a good guideline would be to comply towards german § DSGVO for critical infrastructure and service partners (Links will follow)

Example Communication matrix

Issue

Do want us

to monitor it?

Do you want us

to care of it?

Do you want to be informed

about every incident?

Who is to be informed

at your side within which time?

(email/phone)

Exeptions? Limits?

Whom can I ask

at the NMS Prime Team?

service outages

like DHCP, TFTP

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Linux outages, like

general operating system issues,

VM problems, kernel topics, ..

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updates problems
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backup strategy and

recovery in critical cases

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resilience topics like cold restarts

due to power problems

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routing issues due to defect equipment,

link failures or power issues

(resilience strategy)

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Define / name your very specific topic here:
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