Meet OpenSRS: NOC and Technical Support
In this Meet OpenSRS series we will talk to people from our Technical Support, NOC (Network Operations Center), Ops (Operations), Security and Development teams. We know you count on us to give you high levels of service, so that you can manage your businesses. Our goal is to give you an inside view into how we support and maintain your OpenSRS services.
In these three 5-minute videos, we talk with a few folks from our NOC and Support teams. We refer to our OpenSRS tailored ITIL/ITSM process for ticket handling which uses 4 basic types of tickets (Request, Incident, Change and Problem). In today’s videos we will focus on Request and Incident tickets. Requests are tickets that you submit to our Technical Support team via reseller.supportATopensrsDOTcom or calling us (Toll Free Phone: 1-800-371-6992 or Toll Free Phone (Intl): + 800-371-69922). These tickets are reviewed by Technical Support and can be handled using their expertise or escalated to the NOC for further investigation. If the NOC receives a ticket, it becomes an Incident ticket. They work with Technical Support and other teams to resolve issues. Incident tickets are also created by NOC for items identified by internal troubleshooting or monitoring. (We will talk about Problem and Change tickets later this month when we focus on Operations). All tickets are rated by the type of issue, the service or functionality affected and the number of users affected, so that we can address and report issues in a timely manner.
The first video features Kevin Rueckert, NOC and Support Manager. Kevin talks about his department and how they are working to fulfill the Reseller promise.
Next up is Frank Lemire, Technical Support Team Lead. Frank is very passionate about doing the right thing for Resellers.
Ben Zanin is a Senior NOC analyst. He provides insight into the types of tickets and how NOC responds to escalations and monitored issues.
Let us know if you have any questions about NOC and Technical Support. You can leave a comment or join us in the forum. In the next part of this series, we will talk with AJ Mirani all about Operations.