24/7 Monitoring

24/7 Monitoring Services

At Neoss we provide both application and infrastructure level monitoring services, performed according to agreed upon SLA structures. This remote service is designed to work tightly integrated with our follow-the-sun service desk operations to guarantee human analysis of alarms, in many cases followed by execution of a related standard operating procedure (SOP).

Actions performed as alert related SOPs cover a wide range of options. To provide an example:

[anps_list class=”arrow”][list_item]Command/script/application execution[/list_item][list_item]Alerting of the outsourcer’s L2-L3 IT support personnel[/list_item][list_item]Phone notification according to specific escalation paths[/list_item][/anps_list]

Service design is flexible and coverage window can be resized to specific time ranges, if desired, to allow for cost-effective service window extension of existing organizations or to match internal/contract requirements.

Below a typical set of activities executed by the monitoring team:

Fault Management

Incident Detection & Recording

Incident Classification.

Investigation & Diagnosis

Initial Support

Resolution/ Escalation

Incident Closure

Trend Analysis

Support Role & Responsibility

Monitor alerts & threshold violations from automated monitoring systems Pre-Flash Filtering Incident qualification & recording

Classify Incident as per agreed upon classification

Diagnosis Initiation through automated tools Fault Isolation

Semi-automated resolution for regular known incidents Resolution of Standard Problems using SOPs & Knowledge Base

Resolve Incident else escalate to on-site resources or appropriate II Level Support Advance Notification of Critical Incidents

Follow-up with support groups and close incident

Perform regular root cause analysis of recurring Incidents Analyze Top 10 IT Incidents Initiate appropriate Problem/ Change Management process

Infrastructure Monitoring

We typically monitor the following categories of infrastructure elements:


Fault and Performance monitoring for Windows 2K, 2K3,2K8,Red Hat Linux, Solaris, AIX, Unix, HP/UX devices, IBM i & P Series, Open VMS

Data Network: 

Fault and Performance monitoring for all SNMP enabled data network devices (Cisco, Avaya, Juniper, Extreme, Nokia, Nortel etc.)

Advanced IP Telephony: 

Cisco/Avaya/Nortel Monitoring of Call Servers/Gateways/Phones with Reporting

MS Exchange: 

Fault and Performance monitoring for Exchange 5.5, 2003, 2007, 2010, 2013, 2016 and Office 365


Fault and Performance monitoring for MS SQL Server, Oracle


Generic snmp monitoring and http probing


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