Network and Security Operations Centers

MegaPath IP data, voice and security services are supported 24/7 from MegaPath’s multiple redundant Network and Security Operations Centers. In addition, MegaPath's NOC/SOC personnel and systems are tightly integrated with those of its Access Partners and Technology Partners to provide best-in-class product support. MegaPath's skilled NOC/SOC personnel and state-of-the-art systems, bolstered by our partners' product-specific expertise, ensure that your network services perform to their maximum potential and that you receive the best possible technical support available.

Unsurpassed Technical Support

MegaPath has assembled an experienced team of network and security engineers to staff our Network and Security Operation Centers and support your network. The NOC/SOC team is comprised of certified network technicians supported by highly skilled NOC/SOC managers and, as a 3rd level of support, our network engineers. This team works 24/7, providing proactive monitoring, management and trouble resolution to ensure the quality of your network at all times, day or night.

Unlike large carriers, with MegaPath you don't have to deal with layers of unskilled support personnel trying to figure out who should handle your request - your technical support calls are answered directly by a NOC/SOC technician who immediately begins trouble shooting your network and, in most cases, can resolve the issue themselves. That means no waiting on hold, getting bounced from person to person, and having to explain your issues over and over again to people who don't know your network. Instead, you get immediate action. And, if necessary, our NOC/SOC technicians will follow structured, time-sensitive escalation procedures to involve the right technical experts and executives to ensure your issues get resolved fast.

MegaPath’s world-class NOC/SOC demonstrates our commitment to providing superior technical support. Contributors to MegaPath's success include:

• Certified technicians and network engineers
• State-of-the art Network Management Systems (NMS) and Operations Support Systems (OSS)
• Sophisticated security and Intrusion Protection Systems
• Electronic trouble ticketing via the MegaPath Customer Portal
• NOC-to-NOC support protocols with Certified Access Partners
• Structured Escalation Procedures and stringent SLAs

Technical Support for Resellers

In addition to industry standard Tier-1 through Tier-3 customer support for enterprise customers, MegaPath provides our service resellers Tier-2 NOC-to-NOC support for their end-customer's solution. MegaPath provides all the private labeled support and re-branded web tools necessary to allow MegaPath’s resellers to support their customers.

MegaPath's NOC / SOC Technical Support Services Include:

• 1st, 2nd, and 3rd level customer and network support
• 24/7 monitoring of all customer and network devices and circuits
• 24/7 monitoring of security events for firewalls and intrusion protection systems
• Proactively open customer and network trouble tickets
• Proactive notification in the event of service interruptions, including scheduled and emergency maintenance
• Customer notification through voice, email, and web portal
• Create, update, and view the status of trouble tickets via our secure Customer Portal
• Maintenance, upgrades and change management control for all network changes

MegaPath's robust Network and Security Operations Centers, with industry-leading systems and technical support personnel, are one of the main reasons why so many companies choose us to manage their complex IP data, voice and security solutions. We look forward to supporting yours!