NCA provides optional advanced services to customers who require further customization for specific needs and/or in support of advanced applications. These additional services are described below and are purchased over and above our managed service base offering. Fees for each of the services below are determined through a statement of work (SOW) and may require retainer fees to meet specific response times requested by the customer. All services are scheduled activities except for the On-site emergency support service, which will comply with response times agreed to by NCA and the customer.
Almost every systems integrator and reseller provides equipment replacement solutions. What is commonly offered is normally very rigid and may not suit your business requirements. NCA offers an additional onsite emergency support that can be purchased as an option to the base service. This on-site emergency support service is further explained below.
In the event of a major outage where on-site engineering support is desired, a senior technical engineer can be dispatched directly to your premise. You can select the desired response time that your organization needs to maintain your mission critical network. This service is offered as an option to customers who require a guaranteed response time and the requested service is outside of contracted component coverage. For example, the introduction of a new application, customer initiated changes, or where an unpredictable circumstance arises where the source of the problem is unknown and customer requires a resource for an undefined period of time to assist throughout the problem identification and resolution life cycle. Onsite support is managed by NCA. The onsite resource can be a NCA engineer, qualified subcontractor, or managed through a vendor on-site support contract to ensure geographical coverage. Either way, NCA owns problem management with the customer to resolution. This service requires a retainer fee and is billed based on time and expense.
A key component of proactive management is performance measurement. When trying to determine how well your network is performing or trying to prevent issues before they occur, the collection and analysis of statistics is crucial. We will continually collect and review critical performance data — including device capacity utilization, link utilization, performance against Committed Information Rates (CIRs) and more, allowing NCA to work with your staff to identify new strategies which can optimize your network and plan for tomorrow. Although base performance monitoring is included in the proactive monitoring as described above, these are default settings and may or may not be sufficient for advanced or specific applications in your environment. NCA will conduct customized performance monitoring threshold configurations for advanced applications such as VoIP, interactive video, or a combination of multi media applications that are concurrently in operation within your environment. NCA will work with you to design and traffic engineer these performance thresholds to meet these more stringent requirements. This service is a scheduled activity and is defined through a statement of work where payment terms and fees are outlined.
Advanced MAC is an optional offering. This service is provided for customers that require implementing changes that are categorized as major redesigns and/or exceed a 30 minute change window. This service is a scheduled activity and is defined through a statement of work where payment terms and fees are outlined.
NCA will assist you with a feature or major software upgrade remotely. This service assumes that that your staff has the proper skills and resources to upgrade the software and potentially configure to restore to an operational state. This service is a scheduled activity and is defined through a statement of work where payment terms and fees are outlined.
A qualified engineer is scheduled to perform an on-site software upgrade thereby reducing the risk of downtime related to the software upgrade process. NCA manages and oversees the software upgrade process in accordance to the support agreement in place between the manufacturer and the customer. This service is a scheduled activity and is defined through a statement of work where payment terms and fees are outlined.
The network assessment service is performed by NCA for customers where the desired service cannot be turned up based on lack of documentation or knowledge of real-time network configurations. NCA will perform a discovery and create the necessary documentation to include, but not limited to, network Vision diagrams, inventory of device, server, application assets, review of manufacturer/carrier support contracts, and retrieval of network device configurations where necessary. This service is a scheduled activity and is defined through a statement of work where payment terms and fees are outlined.
