Customer Support – Our First Priority

The quality of our customer support defines us as a Service Provider and every hour of every day, we strive to exceed our customer’s expectations in the services and support that we deliver. Our customer retention rates of 99%+ are a direct reflection of this focus and commitment.

At the heart of our customer support capability is our Network Operations and Control Center which sets new standards in network infrastructure management – providing a level of network visibility and control unparalleled in the industry. Staffed 24/7/365 with Cisco Certified engineers, the Smoothstone NOC serves as a direct extension to the IT staff of our clients. From circuit outages and network anomalies to management of BGP routing tables and advanced deep packet level analysis, the Smoothstone NOC is the one stop shop in end–to–end network management. Smoothstone combines proprietary network event correlation with best of breed management systems to deliver proactive network management services combined with some of the fastest most sophisticated event management systems available. These systems combined with the Smoothstone OSS (Operational Support System) deliver unprecedented network uptime and immediate response to critical network conditions.

Our People – the Heart of Our Support Organization

A skilled, resourceful and empowered team staff the NOC 24/7/365. Not just technically savvy but also highly trained on solving problems for our customers.

Through multiple levels of network engineers, the goal is to always have the correct individual working the problems for which they are the most qualified. Specialties exist throughout the network center ranging from Facilities Personnel to advanced Routing and Switching Engineers. The Smoothstone NOC has some of the most dedicated and knowledgeable in the industry, focusing exclusively on being an extension to our customers IT team.

Our Processes – A Proactive Approach Ensures Quality of Service

A proactive approach to monitoring, across all OSI layers – Smoothstone takes network monitoring a step further by not only examining a wide array of equipment reported performance data, but also conducting real–time continuous network testing to confirm compliance with network SLAs. Higher level network monitoring including BGP network route analysis, and per call quality statistics are collected and analyzed in real–time in network correlation systems. Network anomalies are detected and in most cases, root cause analysis is performed instantly to immediately determine the source of the network event. Traffic engineering and highly tuned network failover capability ensures the highest levels of network availability, service quality and trouble resolution.

Complete Transparency – The Key to a Successful Partnership

We believe that information is power, and in managing a customer´s network infrastructure and communications services, information must flow freely and often. Using our IT Command Console (ITC) we give our clients full visibility into our network tools, analysis, and ticketing systems to keep them informed, in real time, on the status of their entire infrastructure and communications services. ITC combines the status of our clients individual networks with that of the Smoothstone core system to provide live assessment complete with automatic event based escalation and notifications.

Customer Support - Find out what makes our approach unique

01.26.2010

11.10.2009

10.26.2009

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