Product Management

Need an expert partner to handle customer support for your equipment?

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We provide product support for major OEMs—establishing a desirable support layer between the OEM and customers to receive and resolve a range of technical issues. Many of these support issues are simple configuration processes our engineers are well-suited to address. This is true for virtually all networking devices on the market. 

From the NOC, we’re able to look into those devices and locate that information or provide the appropriate order of operations to customers. Other issues can be escalated to TAC, but the NOC is responsible for driving the interactions in getting TAC to help us get to a resolution. We are the communication pipeline between those two parties—removing the burden of driving resolution from the customer.

Explore our technical expertise and capabilities

"We really value the INSTANT SUPPORT team's understanding of NOC support and operations and their ability to support our growing customer base and requirements. They’ve understood and accommodated our changing needs in a way that encourages growth and expansion."

Adtran logo Joe Phelan, Vice President, Customer Service
Adtran

"INSTANT SUPPORT combines end-to-end technical and operational expertise into an outstanding service package. They supported a complex optical network connecting multiple data centers with a level of organization and process efficiency that was impressive. Turnup was streamlined, painless, and transitioned smoothly into excellent ongoing 24x7x365 support."

Digital Realty logo George J. Cornachini, Global Technology Consultant
Digital Realty

"INSTANT SUPPORT plays a critical role in protecting vital terrestrial and subsea networks that demand the very best in monitoring. To us, an issue left undetected can compound into a multi-million-dollar fix. INSTANT SUPPORT’s expertise and responsiveness have become indispensable for our clients who rely on these networks. Notifications are escalated exactly where they need to go and we can meet virtually any reporting demand our clients bring to us."

AquaComms logo Charles Cumming, Global VP of Operations
Aqua Comms

Dive into our resources

  • Get a clear and concise introduction to outsourced NOC support in our definitive guide
  • Learn three factors to consider when deciding to outsource or not in our handy decision guide
  • Learn the difference between NOC managed services and outsourced NOC support in our quick- guide
  • Get an introduction to outsourced NOC staffing models in our staffing guide
  • Take a look at our onboarding process and what to expect if you turn up support with us.
  • Learn the critical utilization metrics and KPIs NOCs often miss in our latest blog post.
  • Explore a few best practices in our guide to ITIL incident management.
  • Start improving MTTR and MTBF in your optical networks with our eight tips.
  • Get some unique perspectives on managing cloud infrastructure in our blog post.
  • Learn the difference between NOC managed services and outsourced NOC support in our quick- guide
  • See how we helped AT&T Business grow its VA Hospital guest wi-fi program and reduce ticket resolution times by 35% in our case study.

  • Learn how INSTANT SUPPORT partnered with SDI Presence to reduce ticket volume by 50% and increase monitoring accuracy by 25% for critical infrastructure customers.
  • Download our most popular white paper on the 10 most common NOC challenges.
  • Download another popular white paper on the practical considerations for running an effective NOC.
  • See where you can better measure and optimize performance in your NOC with our metrics guide
  • Read up on 10 critical operational best practices in our most popular blog post.
  • Get some expert perspectives on today’s NOC tools and software in our rundown.

Get in touch with us

Have questions? Want to discuss a possible engagement? We’re here to help you find your optimal NOC solution.

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