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SLA Management

When you deliver value-added services, how do you prove that service level targets are being reached and delivered? How do you demonstrate your professionalism by responding to events before customers are even aware of them?

Our vendor-independent network management solutions will enable you to monitor and proactively interrogate your customer's IP and legacy electronic equipment and simplify fault resolution. 

  • Integrate customer's IP and legacy equipment into your event reporting processes.
  • Disregard unimportant events so that you can see the wood from the trees.
  • Send SLA activity reports to customers

Equipment SLA Monitoring

Data Track can put you back in control of your network and provide you with full visibility of the health of your devices. We can do this for all your Customer Premise Equipment (CPE) and legacy devices, covering everything from fire, door and humidity alarms, to PBX, routers, servers etc. For a more flexible approach to network management, our solution uses a combination of secure on-site appliances for device connectivity and local intelligence, plus centralised software at the operations centre for easy administration. Depending on requirements, we can supply a complete turnkey network management solution or just some of the individual elements.

  • One platform regardless of vendor or connectivity: Just one local appliance can connect to a range of devices via Ethernet (with the option of creating separate VLANs), serial and discrete alarm points (digital contact-closures). Consolidate network devices into one alarming platform and monitor non-networked equipment via your network management platform.
  • Use SNMP monitoring with non-SNMP devices: Integrate non-SNMP compliant devices into your SNMP monitoring platform. Alarm information can be taken from Ethernet, serial or discrete alarm points and converted into an SNMP-formatted message. Gain a greater insight into the condition of your network and simplify alarm administration and reporting.
  • Interrogate devices that have little or no alarm output : Not every device may automatically provide the status information you require. Faulty equipment may not provide any status information at all. Our on-site appliance is programmable, so you can automate the proactive interrogation of equipment to extract relevant information and produce SNMP alarm messages.
  • Filter alarms to reduce network and administration overhead: Network operations centres are innundated with alarm and status messages. Not every alarm is a top priority and sometimes it is the absence of a status message that should be a cause for concern. Instead, apply local intelligence to filter all alarms before being sent to the NOC. Alarms can be re-prioritised, status messages held back until conditions change and fleeting alarms blocked.
  • Ensure reliable alarm delivery with intelligent forwarding: Intelligently route alarms; send over the network if it is available or forward SNMP traps over a PSTN connection. Integrate our own alarm management software if alarm acknowledgement is important. SNMP is send-and-forget but Data Track will ensure that successful delivery of an alarm is acknowledged.
  • Automate fault resolution: Some alarm conditions may have a simple scripted action to try before any in-depth analysis is undertaken. Using an on-site appliance, you can automate these actions upon receipt of an alarm. This allows for better alarm prioritisation and more effective scheduling of engineer resources.
  • Monitor local environmental conditions: Equipment failures occur when temperature/humidity is either too high or too low. You can monitor local environmental conditions through the same flexible platform.

Remote Access & Fault Fix

After discovering an alarm condition that requires further investigation, engineers can login to the device via a gateway that ensures the Authentication, Authorisation, Access and Auditing (AAAA) of privileged identities on the device.

  • Send suggested actions to engineers: As part of our own alarm management system, engineers receive information on key alarms, along with suggested actions. Schedules ensure that alarms are delivered to the correct on-duty engineer to resolve the alarm.
  • A privileged access solution not limited to just one vendor: Engineers are granted access through a web portal and presented with a list of network devices they are authorised to administer. The gateway supports connections to web and terminal interfaces, remote desktop, and FTP.
  • Protect equipment credentials from being passed around: The location, connection and log-on credentials of the remote network devices are never revealed to the engineer. The security of individual devices can be increased dramatically through the use of strong usernames and passwords that are never passed around or written down.
  • One place to administer engineer access: Engineer log-ons are administered via a centralised server. Each engineer is configured with a list of network devices you allow them access to, how they can connect to each device and the access level they will have once logged in. Revocation of engineer access is swift and accounts can be terminated quickly to prevent unauthorised access.
  • Give access for just a limited time: Provide limited access to 3rd parties for maintenance of specific equipment. Timed access accounts automatically block users from further access until permission is given again by an administrator.

Network Performance Reporting and Auditing

The final part to our network management solution is auditing; the real visible evidence of what happened. It enables you to identify common issues and device alarm types as well as other problematic areas, either on screen or through a number of comprehensive reports. Service Providers will have the information they need to maximise the customer's network performance, SLA and availability and show that real value is being provided for the annual management fee.

  • Log all alarms to monitor trends and produce work reports: Keep a record of reported alarms that can be used to identify issues that repeatedly show up and need further investigation. Logs can also be used to prove that SLA conditions are being met.
  • Keep track of engineer activity and changes: All engineer activity is logged to provide a comprehensive audit trail for forensic examination. Positively identify and confirm the last person to make modififications to a device or prove when a modification was made.