NOC

NOC

24/7/365 Onsite Support

Our onsite Network Operations Center (NOC) is staffed by a team of expert IT and network technicians who are ready to assist you 24/7/365. Our technical support team utilizes process discipline and procedural compliance in every aspect of service delivery.

Monitoring

The FORTRUST NOC monitors the data center 24/7/365 using our extensive internal Data Center Infrastructure Management (DCIM) system, as well as our custom COLOVIEW® platform. The DCIM used by our staff includes more than 180,000 monitored data points that span every process and system within the data center.

Support Scheduling

Tier 2 Technical Support is available during normal business hours, (M-F, 7am – 5pm Mountain Time) and is routinely accomplished within 2 business days. If you require a shorter timeline for accomplishment of the Tier 2 activity, FORTRUST will escalate to a higher severity level to provide you all the support you need.

Remote Hands Support

Our skilled NOC technicians offer remote hands service around the clock and are able to provide support for first-line maintenance situations. We offer three different tiers of support service. If there is something you need that we don’t do, we will help you find someone who does.

Tier 1 Basic technical support service “Remote/Smart Hands” is offered on a 24/7/365 basis and can provide support for first-line maintenance situations. First-line maintenance situations include fixes such as restarts (reboots or power cycles from the main power source of the equipment), card swaps (where cards are visible and accessible), tape swaps, cable changes, visual verifications of port up/down, and blade reseats.

Tier 2 support activity outside or beyond the scope of Tier 1 Remote Hands includes Network troubleshooting activities specific to your equipment or configurations, live equipment changes, component replacements such as hard drives, firewall/switch/router configurations, and basic IT support.

Initial (non-live) equipment installation within cabinets/racks (commonly referred to as “rack and stack” service).

There didn’t seem to be much difference between all the data centers we toured, but FORTRUST’s team really helped us see the difference. We aren’t their largest client, but we’re treated like we are. Because of everything they’ve done for us — for our newfound peace of mind — I would definitely recommend FORTRUST to anyone looking for a top quality data center.

— Brian Lindley, Infrastructure and Cloud Services Manager at Pinnacol

FORTRUST Shield

Our skilled NOC technicians offer remote hands service around the clock.

Additional Resources

FORTRUST Customer Testimonial Allen Dove CTO of SpotX

SpotX customer Testimonial

Allen Dove, Chief Technology Officer of SpotX, relies on FORTRUST's remote hands to assist him whenever needed.

FORTRUST Ajubeo Case Study

Ajubeo Case Study

Ajubeo is a cloud service provider that relies on world class data centers to support customer demands. They rely on our knowledgeable NOC staff to support their IT needs.

Blog 5 Things You Need From Your Data Center

5 THINGS YOU NEED FROM YOUR DATA CENTER

Here are five things to look for in a data center partner: 1) Data center certifications; 2) Reliability record; 3) Security; 4) Professional customer service; 5) Transparency