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Network Infrastructure Support

Level 1 Support

Eljay Engineering delivers itsLevel 1/ Tier 1 supportservices for the Entire Network Infrastructure Management of clients, partners and their customers in the leading platforms such as "CiscoandMicrosoft".

Monitoring and Notification Services

  • Basic monitoring services leading to automated alerts for customers through ticket openings
  • Dark hour/ weekend/ 24x7 Monitoring and Notification for customer networks
  • Customers do have the option for Eljay to open and handle service requests as well as handle escalated issues on a per incident basis
  • Provide update if the customer calls Eljay NOC regarding a ticket that has already been opened and is unresolved

Eljay Service Desk (Multiple Vendors)

  • The Eljay Service Desk is staffed with highly skilled analysts and provides a single point of contact for incidents and service requests for customers and end-users creating organizational clarity and improved customer satisfaction

Service Requests

  • Service Requests are requests from a customer to the Eljay Service Desk for support, delivery, information, advice or documentation
  • Once documented and acknowledged by the Eljay Service Desk, Service Requests initiate the Incident Management process below

Incident Management (Cisco & Multiple Communication Facilitation Vendors)

  • The Incident Management process aims to restore normal service operations as quickly as possible
  • Incident Management minimizes the adverse impact of incidents on the business and
  • Provides customers and end-users with a single point of contact for all incidents and service requests
  • Open a ticket for each incident reported by customer, through Phone or email
  • No set limit is applied to the number of incident management tickets handled by Eljay
  • Open tickets and escalate problems and issues to appropriate team for problem management within SLA
  • Incidents are level 1 (having a known fix) events that are initiated via the Eljay/ Customer monitoring systems

Basic/ Standard Change Management

  • Basic/ Standard Change Management manages the risk associated with performing standard and basic changes
  • Standard Change Management allows customer's IP Telephony environment to be in par with consistent and required communication services to be delivered while facilitating standard changes
  • Offers standard and basic changes pertaining to the day to day usage of IPT and other communication components

Incident Management (Cisco & Multiple Communication Facilitation Vendors)

  • The Incident Management process aims to restore normal service operations as quickly as possible
  • Incident Management minimizes the adverse impact of incidents on the business and
  • Provides customers and end-users with a single point of contact for all incidents and service requests
  • Open a ticket for each incident reported by customer, through Phone or email
  • No set limit is applied to the number of incident management tickets handled by Eljay
  • Open tickets and escalate problems and issues to appropriate team for problem management within SLA
  • Incidents are level 1 (having a known fix) events that are initiated via the Eljay/ Customer monitoring systems

Basic/ Standard Change Management

  • The Incident Management process aims to restore normal service operations as quickly as possible
  • Incident Management minimizes the adverse impact of incidents on the business and
  • Provides customers and end-users with a single point of contact for all incidents and service requests
  • Open a ticket for each incident reported by customer, through Phone or email
  • No set limit is applied to the number of incident management tickets handled by Eljay
  • Open tickets and escalate problems and issues to appropriate team for problem management within SLA
  • Incidents are level 1 (having a known fix) events that are initiated via the Eljay/ Customer monitoring systems

Level 2 Support

At Eljay, the highly talented Level 2/ Tier 2 Support engineers are hand picked from the state of the art CISCO and Microsoft technical centers. Level 2 support engineers are committed to deliver superior levels of customer services to Enterprise level, specifically through the accurate & timely diagnosis.

Advanced Monitoring, Notification and Rectification Services

  • Advanced 24 x 7 monitoring services leading to automated alerts for customers through ticket openings and appropriate escalations
  • Network maintenance activities during off hours
  • Keep the customer well informed about their network outages and action taken
  • Shift awareness of the handovers, schedule maintenances and pre notified outages
  • Rectification of issues based on the opened tickets and escalations
  • Identifying and troubleshooting Auto System generated network alarms
  • Open tickets and escalate problems and issues to appropriate team for problem management within SLA

Problem Management/ Incident Management (Cisco)

  • Open tickets and escalate high end problems and issues to Level 3 for problem management within SLA
  • Troubleshoot network alarms as escalated by the Level 1/help desk
  • Provide appropriate update to the customer for escalated critical priority alarms and tickets
  • Work on problem management tickets with vendors and service providers within SLA
  • Problem Management utilizes information from the Incident Management, Fault Management and Change Management functions

Network Infrastructure Support

Advanced Change Management (Cisco)

  • Advanced Change Management provides a method for implementing approved changes efficiently, cost-effectively, and with minimum risk to IT services and its underlying infrastructure
  • Common sources of changes include incident and problem resolutions as well as software updates for managed devices
  • Advanced configuration changes and devices management

Level 3 Support

Level 3 support engineers at Eljay actively support cutting edge technologies from the leading platforms such as CISCO and Microsoft.

Advanced Problem Management

  • Read escalations, problem diagnosis and problem rectification on high end devices and problems.
  • Ensure and reassure the up time of the network to the maximum as specified in the SLA.
  • Troubleshoot network alarms and problems as escalated by the Level 2.
  • Advanced level of fault management and proactive measures by highly skilled engineers.

Very Advanced Change Management

  • Network audit review and proposition of changes to ensure efficiency in the network.
  • Very high end configuration changes and devices management.

Cisco Unified Communications Engineering Services

  • Our consultants can provide support on developing complete UC design and configuration for new or existing customer based on the UC design strategy and subsequent HLD(High Level Design)
  • Network engineers from Eljay can accomplish Bulk Configuration and provisioning work based on UC LLD (Low Level Design) for new install or a major change
  • We can provide test reports and recommendations by remotely testing the Baseline functionality and POC for Cisco UC implementation project.

Reporting Services

Eljay analyst can provide support on creating extensive reports for your customers.

  • Network Health check and analysis
  • Customer report for Network utilization
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