Aware Support Service
Aware Support Services provide a comprehensive suite of IT operations services, from monitoring to repair to application administration. Aware customers are able to out-task device monitoring and service case management to Alliant Technologies’ 24x7x365 Network Operations Center, gaining access to a broad set of engineering skills – all for a cost lower than delivering these services internally.
With Alliant Technologies’ Aware Services, our engineers act as integral members of your IT operations team, so that your own IT staff can focus on more strategic initiatives. Alliant’s ITIL-based operations services proactively monitor, repair, and maintain your IT infrastructure: Cisco routers, switches, firewalls, VoIP systems and servers. Aware’s strength is its 24/7 Service Desk staffed by engineers – not call center agents – who know your environment intimately and can move quickly to maintain high service levels for your organization.
Aware Monitoring ... to proactively detect service issues
- 24/7 monitoring of key devices via agent-less SNMP traps
- Monitoring Levels
- Basic:
Device up/down status via ping/port test
- Proactive:
Identifies service degradation before device fails
3rd party service dispatch
- Service alerts collected and classified by severity and shared
with your IT team via email or pager
- After hours support
- Definable monitoring levels
- Custom escalation procedures
Aware Response ... for emergency engineering support
- Unlimited remote technical support - fixed monthly fee per device
Priority access to a variety of engineers within 2 hours
Devices covered include:
- LAN/WAN, security, servers and Cisco UC solutions
- Service case tracking and reporting
- Service Level Agreement (SLA) for timely response to service cases
- Quarterly meetings to review customer profile and service activity
Application Administration
SmoothIP Admin for Cisco Unified Communications Systems
- M/A/C’s for IP handsets and voice mail boxes
- DID/Extension Inventory
- Administrative updates to UC applications such as: Communications Manager,
Unity, Contact Center, Presence, Mobility, MeetingPlace
Help Desk ... for end user support
- 24/7 Service Desk for Tier 1 troubleshooting
Service case triage and escalation as required
- Support for end user issues in the areas of:
- Access and authentication
- Cisco Unified Communications
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