Network Monitoring Service

Under this service, the Network Operations Center (NOC) will use hardware and software tools, as well as advanced alarm algorithms, to monitor the customer’s network performance and stability in real time. Triad's Network Monitoring service offers immediate event detection and advanced alarm filtering. Upon receiving an alert, the highly trained, certified, and experienced system technologists perform established diagnostics to assess the problem.

They then take immediate action to resolve the situation, which may include:

• Monitoring the event for further developments
• Attempting remote restoration
• Escalating the event information to Technical Support for resolution
• Dispatching a local service technician

If a service technician is dispatched to a customer site, the System Technologist will maintain contact with the on-site technician until the system is restored and the case is closed.

Dispatch Service and On-Site Infrastructure Response

The Dispatch and On-Site Infrastructure Response services ensure that a trained and qualified technician is dispatched to diagnose and restore the communications network as required. Following Triad's proven response and restore process, Dispatch contacts the assigned Motorola Service Partner to arrange for a qualified technician to arrive on site. Our automated escalation and case management process ensures that the arrival of the technician and the system restoration comply with all contracted response times. The field technician restores the system by performing first-level troubleshooting at the site. If the technician is unable to resolve the issue, he or she will escalate the case to the System Support Center or product engineering teams as needed. Once the issue has been resolved, the System Support Center verifies resolution and, with customer approval, closes the case.

Records of all service activity are available to provide the customer with a comprehensive history of its site performance, system issues, and resolutions.