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
SBT Helpdesk will contact the client on any critical impacting alerts
SBT Helpdesk 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.

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

SBT Engineer will contact Level 3 partner via phone or email
SBT Engineer will contact the client via phone or email to inform them of the Level 3 escalation.
Level 3 partner will provide either remote or onsite services
SBT Engineer will provide Level 3 partner with all documentation related to the alert
SBT Engineer will work with Level 3 partner until the alert is resolved.
SBT Engineer will escalate Level 3 triage of Application support such as ERP systems to the client contact.
SBT Engineer will update workflow documentation once the issue has been resolved.