IT Managed Services
Infrastructures, security and user support
IT Managed Services
Infrastructures, security and user support
Support service 24×7 Level 1
Monitoring service to know the IT status and manage incidents that may arise, whether from alerts from the monitoring tool or service requests / user queries.
This level includes all the operators that, through the means enabled for this purpose, try to resolve on-line the queries and incidents reported by the users and/or by the monitoring systems. This level is established as a single point of contact (SPOC: Single Point Of Contact) for any incident, request or query about the IT environment, offering level 1 support.
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- Escalation to operation N1 or N2 depending on the query or reported incident.
- Response based on registered solutions. Knowledge Database.
- Attention to queries and notifications reported by users about incidents in services.
- Registration and monitoring of user notifications in the ticketing tool (own or client).
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- Monitoring of the technological infrastructure (systems, communications, databases, etc.) to ensure correct operation and maximum availability.
- Management of alerts that occur. Attention to predefined warning and critical indicators.
- Registration and monitoring of requests and incidents in the ticketing tool.
- Notification of incidents derived from monitoring.
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- Resolution of first level incidents with defined procedures.
- Escalation to N2 of incidents or requests without associated procedure.
- Support in carrying out periodic administration tasks.
- Documentation maintenance.
- CPD checklist.
- Review of Backups, extraction and rotation of tapes.
Support service 24×7 Level 2
The Level 2 IT service is defined as a multidisciplinary service with technical resolution capacity 24×7. It is made up of engineers specialized in different technologies who work to resolve incidents in client infrastructures.
Incidents will be managed 24×7, 365 days a year (on-site or remote as appropriate).
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- Execution of planned IOPs.
- Maintenance of Level 2 technical documentation.
- Evaluation of the performance and features of the current system to achieve maximum productivity and detect future requirements.
- Periodic review of the documentation related to the service to keep it updated.
- Analysis and verification of the correct definition of thresholds in monitoring alerts to minimize false positives.
- Security: Preventive review of system environments to inform in advance of the need to apply security patches or make upgrades to resolve possible security breaches.
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- Resolution of incidents or user queries not processed at Level 1.
- Generation of procedures for Level 1.
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- Review of Logs and events.
- Server tuning and configuration of new service checks in monitoring.
- Technical documentation and procedures.
- Scheduled reboots and penetration tests.
Support service 24×7 Level 2
The Level 2 IT service is defined as a multidisciplinary service with technical resolution capacity 24×7. It is made up of engineers specialized in different technologies who work to resolve incidents in client infrastructures.
Incidents will be managed 24×7, 365 days a year (on-site or remote as appropriate).
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- Execution of planned IOPs.
- Maintenance of Level 2 technical documentation.
- Evaluation of the performance and features of the current system to achieve maximum productivity and detect future requirements.
- Periodic review of the documentation related to the service to keep it updated.
- Analysis and verification of the correct definition of thresholds in monitoring alerts to minimize false positives.
- Security: Preventive review of system environments to inform in advance of the need to apply security patches or make upgrades to resolve possible security breaches.
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- Resolution of incidents or user queries not processed at Level 1.
- Generation of procedures for Level 1.
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- Review of Logs and events.
- Server tuning and configuration of new service checks in monitoring.
- Technical documentation and procedures.
- Scheduled reboots and penetration tests.
Support service Level 3
The Level 3 Service is configured as a center of technological excellence so that Level 2 technicians can escalate their queries, incidents or requests. It is made up of a group of Senior Consultants who work from a proactive vision of service.
NexTReT contemplates that this Service is dedicated to the continuous improvement of processes and tools.
