Server & Network Infrastructure Management

Network Operations Center (“NOC”) Response Times

Response times will be varied, depending upon the severity of the issue at hand. Our response time assurances are:

Emergency – A problem affecting multiple users, creating a work stoppage.
Normal – A general issue which affects a single user and does not stop work
Low – A service request which does not require immediate attention.
- Emergency: 1 hour response
- Normal: 2 hour response
- Low: 12 hour response

Alert is generated via SBT Monitoring Tools or initiated by the Client
(Open a ticket via the client support portal at support.sbtpartners.com, via email at support@sbtpartners.com or via phone at NOC 855-SBT-SERV)
The remote support team (NOC) will acknowledge the alert
Email is sent to the Technical Account Manager with alert details
Technical Account Manager will email any critical impacting alerts to the client contact
Remote support team will escalate the issue to the Level 2 Support Team if the issue remains unresolved.

NOTE: 95+ Percent of all alerts are typically resolved remotely via the Remote Support Team.

Technical Account Manager with work with the remote support team (NOC) to get all appropriate information regarding the alert
Technical Account Manager will work the issue either onsite or remotely.
Technical Account Manager will escalate to Level 3 partner if the issue remains unresolved.
Technical Account Manager will update workflow documentation once the issue has been resolved.

Technical Account Manager will contact Level 3 partner via phone or email
Technical Account Manager will contact the client via phone or email so they are aware of the Level 3 escalation.
Level 3 partner will provide either remote or onsite services
Technical Account Manager will provide Level 3 partner with all documentation related to the alert
Technical Account Manager will work with Level 3 partner until alert is resolved.
Technical Account Manager will escalate Level 3 triage of Application support such as ERP systems to the client contact.
Technical Account Manager will update workflow documentation once the issue has been resolved.