Infrastructure
Optimized.
The NOC's primary objective is to maintain server and endpoint performance while ensuring maximum availability. We provide 24/7/365 coverage managed by Pittsburgh leadership and supported by global engineering teams.
Governance Framework
Management Tiers.
Tier 2: Standard Oversight
Balanced management allowing for rapid diagnostics and resolution without unplanned service interruptions.
- Full diagnostic login and technical issue identification.
- Configuration changes and service starts for stopped systems.
- Restoration of non-critical services without required client approval.
- Critical service restarts or reboots held for client-side authorization.
Tier 3: Elite Command
The highest level of proactive management, designed for mission-critical systems requiring immediate remediation.
- Full diagnostic and resolution autonomy across all system layers.
- Authorized service restarts and full server reboots for incident resolution.
- Immediate "Fix and Configuration" changes executed upon detection.
- Post-remediation ticketing to inform client of completed work.
CORE_INFRASTRUCTURE
Server & Virtualization
- Device Down Response: 15-minute response and phone escalation for offline critical assets.
- LOM Management: Lights Out Management (LOM) integration for remote power cycling of unresponsive hardware.
- Virtualization Support: Full management of VMware and Hyper-V host health, CPU/Memory utilization, and snapshots.
- Cloud Sync: Microsoft Entra ID (Azure) integration, sync failure remediation, and connectivity troubleshooting.
MAINTENANCE_OPS
Patching & Governance
- Microsoft Rollup Testing: All security rollups are tested and verified before deployment to production environments.
- Third-Party Updates: Automated patching for 120+ applications including Adobe, Chrome, and Firefox.
- OS Upgrade Engine: Managed Feature Update deployment to keep Windows 10/11 environments on supported versions.
- VSS Hygiene: Proactive remediation of Volume Shadow Copy services to ensure backup job success.
Operational Rigor
Service Level Objectives.
Server Down Response
15 Mins
Critical Impact ACK
1 Hour
Resolution Rate
80% / 24h
Emergency Update
3-4 Hours
Strategic Exclusions (Project Assistance)
The following services fall outside of standard NOC maintenance and are handled by our Elite Project Assistance team:
- Support for Third-Party Backup solutions or data restoration.
- NAS/SAN configuration, hardware upgrades, or storage troubleshooting.
- Direct support for 3rd-party software like QuickBooks or MySQL.
- On-site hardware repair, office cabling, or physical relocations.
- Installation of software via GPO or custom script development.
- Creation of custom business reports or manual desktop patching.