Operational Support

MISSION CRITICAL

Global Operations Centre

Keeping BroadWorks platforms 'evergreen', robust and stable is a difficult task.  Constant patching cycles, change windows and customer outages all take a toll on Service Provider staff, who should be focussed on more strategic initiatives.

BroadSource operates a Global Operations Centre that looks after the 'day to day' operations and maintenance of many of our customer's BroadWorks Cloud UC platforms.  The centre runs 24 x 7, 365 days of the year and has proven to be a better way to have platforms managed.

GLOBAL COVERAGE
Complete End to end Management
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We offer a flexible operational support model that allows our Service Provider customers to choose the level of support required for the different technologies deployed in their Cloud UC solution.

The Network Operations Centre supports the following platforms and technology:-

  • BroadWorks Platform (All Server Types)
  • Oracle Session Border Controllers
  • Sonus Session Border Controllers
  • Dialogic Session Border Controllers
  • OrecX Call Recording Platforms
  • Netwin Surgemail Platforms
  • Palladian Call Monitoring Platforms
  • Virtualisation Software
  • Operating systems

Active Monitoring

Incident Management

Proactive Maintenance

Service Portal

Priority based SLAs

Monthly Reporting

Service Improvement

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GLOBAL OPERATIONS CENTRE
24 x 7 Monitoring

The BroadSource team has decades of experience in building, running and operating BroadWorks Cloud UC platforms.  It means our Network Operations Centre has developed a sophisticated Cloud UC management systems based on industry leading NMS platforms to monitor Cloud UC system performance from CPU through to Application Software.

Our systems correlate events and log files from all the systems we monitor so that we can act on the right event, with the right priority at the right time.

CLOUD UC SUPPORT
Complete Platform Coverage
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The BroadSource Global Operations Center (GOC) operates 24 hours a day, 7 days a week, 365 days a year to provide active monitoring, incident management, proactive maintenance and support services to our customers around the globe.  Operating across three timezones our mission critical support service is 'follow the sun'.  Our customers can choose from just one or all of the following Operational Support Services.

ACTIVE MONITORING

We monitor BroadWorks Software, SBCs, Surgemail and other 3rd party hardware and software systems in real time, 24 x 7.

INCIDENT MANAGEMENT

Isolating root cause across technologies and restoring the service is our highest priority.  Experience is everything.

PROACTIVE MAINTENANCE

Patching BroadWorks, OS, Compute and tracking network performance are key parts of the service.

SERVICE PORTAL

Log tickets, communicate with the team and see realtime progress on the status of issues via your dedicated login to our Operations Portal.

3rd Party Support

Managing the BroadSoft TAC and any other 3rd party support organisation.  We act on your behalf as the single point of contact and escalation.

PRIORITY SLAs

Rigorous restoration and resolution Service Level Agreements mean we can support the most mission critical Cloud UC platforms.

MONTHLY REPORTING

The teams come together monthly to track historical platform performance, analyse trends and review the activities ahead.

SERVICE IMPROVEMENT

Continual service improvement means that our service offering continues to grow and adapt to meet the needs of your Cloud US platform.

TESTIMONIALS

What People Say

The BroadSource guys were the clear choice when we needed expert systems integration. They know all the key technologies we use to deliver Cloud UC, across BroadWorks our IMS and mobile network, plus how the OSS and BSS systems need to integrate into the solution. They contributed to the end to end solution.

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MARCO WASSINK Program Manager Vodafone Germany

BroadSource was instrumental in getting our platform to market and we are so glad they are now looking after our platform so we can get out and sell the services.

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NIGEL KESWICK Managing Director Novum Networks

Their experience and global insights are unrivalled. They were, simply the difference for us.

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GRAHAM EVANS General Manager Vocus Communications
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