At Latisys we believe that exceptional service starts with a committed and well trained team of individuals. Latisys' process of developing our expert team starts during the hiring process. Potential employees must embody courtesy, patience, friendliness and empathy along with the desire to always act in the customer’s best interest. We hire based on values and we train for technical expertise.
Each Latisys location has a NOC which is the epicenter of all monitoring, problem tracking, remote management and problem resolution in supporting Latisys' Managed Hosting and Colocation clients. The NOCs operate 24x7x365, staffed with a team of highly trained engineers and technicians.
By providing NOC personnel with advanced technologies and management utilities, our NOC Team members are armed with the tools they need to quickly employ and dispatch the correct resource for any issue that presents itself and ensure speedy resolution.
In addition, the NOC receives all incoming operations calls for faults and issues detected by the customer, as well as requests for additional services. The NOC ensures that our customers are always informed, in control, and receiving the best services available in the industry.
Tier 1 personnel deal directly with the customer, taking phone calls to assist you in registration of new service requests, as well as providing you a first line of support to resolve and assist with both system and network related issues. This team will alert you via email or phone to issues we have detected and provide details regarding resolution of the issue or advise if further investigation is necessary. Tier 1 Experts will also act as your liaison to Upper Tiers for escalated issues requiring more in-depth investigation.
Tier 2 personnel are specialized and qualified in specific IT areas and technologies, working through more advanced and complex issues. This team of Experts are responsible for the handling and resolution of your more advanced System and Application level issues, as well as those issues related to your Managed Services.
This team will provide you with email and phone notification on issues that are under continuing investigation and in the resolution process.
Tier 3 personnel include the most senior engineers on staff. These Individuals possess in-depth and detailed knowledge on all levels of our networks, systems, services and applications.
Tier 3 Engineers provide support to Tiers 1 and 2 to quickly resolve even the most difficult issues. 24x7 Access to our most Senior IT Personnel ensures our customers total peace of mind that any issues that arise will be handled quickly and completely.
All Tiers are subject to the standard escalation logic of Latisys' problem management process. Once a ticket is entered into the Latisys system, it is either resolved or escalated appropriately. If a ticket is not responded to within an acceptable and specified timeframe, the system will automatically escalate it to the next level.
Our NOC personnel are trained in all aspects of Facility Security and are responsible for the monitoring of all external and internal security points.