Support Service FAQs

PhoenixNAP’s NOC team addresses all customer issues, and offers timely resolutions to any problem you may encounter.

Support service level agreements (SLA) are defined in terms of “First Meaningful Response Time’’. A meaningful response is a response that is not automated and that informs the customer of the specific NOC staff taking ownership of the issue and includes a time estimate until the next update.

Typically, the response time is 30-minutes or less.

This is a service that is offered as a part of Advanced and Custom plans. It means that phoenixNAP staff will begin troubleshooting issues reported by monitoring software and inform the client, instead of waiting for the client to request assistance. This means any interruption you experience will be completely minimized.

Yes, you are provided with full level 1-3 incident management.

This is the basic level of support where service problems are triaged, troubleshot, and elementary problems are resolved. NOC technicians who have general technical knowledge primarily provide this level of support. Examples of this include basic ‘’how-to’’ questions, basic hardware and software diagnostics, basic system administration tasks, etc.

Intermediate level of support where advanced problems not resolved by Level 1 Support personnel are resolved by either NOC Tier II technicians or Engineers. Examples of this include advanced software issues, operating system, web services, network connectivity issues, latency issues, etc.

The highest level of support within an end user’s environment where complex issues not resolved by Level 1 or Level 2 are resolved and/or escalated to NOC Sr. Engineers, Network Engineers, Infrastructure Engineers, manufacturers and vendors as required. This may include resources from the manufacturer or software publisher.

Examples include operating system bugs, application conflicts, network failures, etc.

We monitor managed devices, various performance metrics, application services and availability via ICMP pings, host agents and SNMP trap collection. Device monitoring is conducted round-the-clock, 24x7x365.

Metrics are provided for servers, switches, firewalls, and application health.

Standard services include:

  • Notifying the client of error conditions according to service levels.
  • Providing a reason for outage on each incident to detail source of managed device problem.
  • Taking the lead in working with hardware and operating system vendors to identify and resolve problems, including coordinating the repair and/or replacement of managed devices.
  • Providing status updates to client throughout the fault management process according to service levels.
  • Performing comprehensive troubleshooting and fault management to restore hardware and operating systems to operating condition.

Remote Hands Support means that our NOC technicians act as your eyes, ears, and hands at the data center.

Level 1 includes:

  • Pushing a button, toggling a switch or setting an externally accessible dip-switch.
  • Rebooting or power cycling of equipment.
  • Reading off serial numbers on equipment to customer
  • Providing visual verification (remote eyes) to assist customer's remote troubleshooting efforts.
  • Relaying status of equipment status indicators or typing specific commands on a pre-installed console.
  • Plug in a console port for remote management by customer.
  • Moving or securing a single cable.
  • Adding, removing, or verifying a demarcation label.

Level 2 support includes:

  • Basic troubleshooting of customer equipment.
  • Inventorying customer’s equipment or taking digital pictures of equipment and/or space.
  • Labeling equipment and cable connections.
  • Assisting customer with physically installing, relocating, or movement of equipment.
  • Shipping and handling RMA equipment.
  • Installing, replacing/removing equipment components (e.g. router/switch, internal module or card, disk drive, memory, etc.) that are hot-swappable and/or highly modular in design.
  • Swapping of pre-labeled, pre-ejected, removable media (tapes, CDs, DVDs, etc.)
  • Installing or swapping pre-configured equipment or components.
  • Installing cross-connects from customer equipment to patch panels.
  • Diagnostic and signal testing a circuit with diagnostic equipment.