IPCare MNS is smart managed network services that deliver technical support and remote management to core routers, switches, and application servers, 24x7.

Problem and Operations Monitoring

IPCare MNS will monitor up/down status, availability, utilization, and operational performance of core routers, switches and other network devices critical in achieving maximum uptime.

Proactive Event Notification

Issues, problems, and abnormal conditions are handled by GDS remotely. Our team of experts:

• Perform corrective action(s)
• Notify Customer’s authorized personnel by phone, email, or pager.
• Automatically initiate time-based escalation procedures.

Incident Tracking

All incidents, support calls, and requests pertaining to the managed network devices are fully documented within the IPCare ticketing system. The ticketing system may be accessed through the GDS nPower Xtranet.

Telephone Support

IPCare support team members are available 24 x 7 to address issues on managed devices concerning:

• Routers, Switches, Servers, and/or Circuits
• Network Connectivity
• Questions relating to managed infrastructure devices

Plan Software Upgrades

IPCare support staff will advise our Clients about upcoming software updates of their managed routers and switches. In addition, GDS will assist them in planning for the upgrades with minimal disruption to network services.

Perform Moves, Adds, and Changes

IPCare experts proactively perform moves, adds, and changes in addition to ensuring that core routers, switches and connectivity are always operational. MAC procedures are jointly developed and executed upon between our GDS and our Client’s authorized personnel.

Escalation

In the event escalation is required to quickly resolve problems and issues, IPCare support team will perform the following:

• Open a ticket which automatically notifies authorized Client’s contacts of the outage.
• Thoroughly investigate and isolate any issues.
• Implement corrective action.
• Escalate to upper level technical support should the issue require higher level of expertise, including manufacturer’s or carriers own support staff.
• Escalate to upper level GDS management in the unlikely event problem resolution becomes unsatisfactory.
• Track the issue through resolution with IPCare ticketing system.

Monitor Health and Performance of Devices and Systems

IPCare experts monitor and address the health and performance of managed devices. By trending network health, GDS is notified of impending outages proactively before they occur. We also track device health on routers, switches, and servers including:

• CPU utilization
• Disk input/output
• Memory utilization
• Device performance.
• Device threshold parameters.

Produce Performance and Availability Reports

• Performance and availability reports are available through the GDS nPower Xtranet web portal.
• Depending on the type of device being monitored, the following reports can be generated:
  • At a Glance Reports - CPU utilization, memory utilization, latency, buffer statistics, device availability, total errors, queue statistics, and traffic
  • Health Reports network volume, health index, situations to watch, bandwidth utilization, and reachability.
  • Trend Reports

Service Provider Interaction

IPCare support teams will assist our Clients to resolve circuit issues with service providers and/or carriers.