What’s Included
Managed Solution will provide for continuous 24/7 network monitoring and incident management using the LogicMonitor enterprise monitoring platform to ensure high availability, performance, security posture, and resiliency of Client’s network infrastructure. These services encompass proactive monitoring, alerting, triage, incident response, and support to identify and resolve potential issues affecting business-critical systems, network performance, and availability.
- The monitoring system will generate real-time alerts when predefined thresholds are exceeded or when network performance issues and failures occur (e.g., high bandwidth utilization, link outages, critical device errors, or environmental alerts). Critical events, such as major network outages or security-related network alerts, will be escalated immediately to Client’s designated contacts in accordance with agreed escalation procedures.
- Managed Solution’s network engineers will perform event correlation and triage, automatic ticket creation, and tiered escalation and remediation support for network-related alerts, investigating root causes (e.g., device failure, circuit outage, configuration error, or unusual traffic patterns) and taking steps to mitigate or resolve issues remotely. Where onsite action is required, we will notify Client and coordinate appropriate onsite support through applicable onsite support arrangements or as otherwise agreed by the Parties, which may result in additional fees.
- Managed Solution will provide scheduled network performance and health reports to Client, typically on a quarterly basis or as otherwise agreed. These reports will present key metrics and trends such as network uptime, latency and throughput statistics, bandwidth utilization per site or circuit, error rates, and any capacity or performance issues observed. The reports may include analysis and recommendations for network optimization or upgrades when certain metrics indicate capacity constraints or recurring performance bottlenecks
- Managed Solution will assist with capacity planning and network optimization by analyzing historical data and bringing persistent performance issues to Client’s attention with actionable recommendations, such as configuration changes, additional bandwidth, or hardware upgrades.
Managed Solution will maintain role-based access with multi-factor authentication, configuration backups and audit trails, and encryption for monitoring data in transit and at rest.