Automate Workflow

The NMS platform provides custom workflow orchestration that executes custom internal alarm handling, external software processing, or configuration actions when monitoring detects changes in custom device status, processes, applications, files, etc.

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Automate Workflow

The NMS system supports custom configuration workflows. When triggering the status, process, application, file, etc., of custom devices, it runs custom internal alarm processing actions, external software processing actions or configuration actions, etc. For example, the following scenario:

Tiered NOC Support

Enterprise-Grade Help Desk & Incident Management Tiers

When anomalies occur, our specialized Network Operations Center (NOC) activates immediately—establishing direct communication bridges, coordinating multi-party triage, and delivering structured escalation updates according to your SLA matrix.

Tier-1

Support

It is backed by a generalist NOC Technician with a broad understanding of a part(s) of the IT and network infrastructure under management.

Basic support and troubleshooting, such as password reset, printer configurations, break/fix instruc tions, ticket routing, and escalation to Tier-2 and Tier-3 support.

Support for identified Tier-2 and Tier-3 issues, where configuration solutions have already been documented.

When a Tier-1 issue is not resolved, the Tier-1 NOC Technician classifies the problem into the appropriate Response Time SLA/ Severity Level and escalates to the appropriate Tier-2 contact, along with the ticket number; then tracks the ticket to close.

Tier-2

Support

Specialized Engineering

Issues such as break/fix, configuration issues, troubleshooting, software installations, and hardware repair (including in-house repair or coordinating depot services) are handled in this level of support.

Issues escalated by Tier-1 support are handled. The technicians here are more specialized and will first determine if the problem falls in the specialist’s domain, based on the data collected by the Tier-1 NOC Technician.

If it is an existing problem, Tier-2 specialists find out if there is a solution or a workaround in the database. However, in some cases, there might be no solution if it is a known issue. In such cases, NOC Engineers include additional notes on the issues register and escalates to the relevant vendor or Tier-3 Engineer.

If it is a new problem, they conduct further analysis to see if it could be fixed and resolve the issue. If not, it is then escalated for Tier-3 support, where it is typically assigned to a certified NOC engineer or a product specialist.

Tier-3

Support

Certified Principal Architects

Highly complex incidents with the ability to engage with a specialist in the vendor Technical Assistance Centers (TAC) are handled in this level of support.

They collect all the necessary information from the bottom two tiers. They perform deep level analysis, directly work on sensitive administrative permission items, and implement changes, configurations and other technical solutions (within the limits of the contract) for fault resolution.

Support for troubleshooting, configuration, database administration, and repair for servers, network, infrastructure, Data Center, email, file shares, and other infrastructure issues.

Furthermore, with the ability to deploy solutions to new problems, our Tier-3 Engineers have the highest level of expertise for solving difficult issues. They become the customer’s central point of contact for coordinating complex incident resolution that might involve multiple vendors.

IT Management Solutions Architecture

Smart essentials to make your ITSM wholesome

Make service management cross the boundary from IT to other business processes with the GOIP ITSM

IT Service Management
（ITSM）

Overview:

GOIP ITSM is the “heart” of the Innovative XaaS and IT Management Solutions, serving as the core platform for managing customer network issues and incident reporting effectively. It provides a standardized operational method for Innovative XaaS and IT Management Solutions.

Key Features:

24/7 Instant Ticket Creation and Response:
Experience rapid ticket creation and processing that aligns with customer service agreements. Receive updates via email, SMS, and WeChat, while also allowing for web-based ticket tracking and history retrieval.

Network Monitoring System
(NMS)

Core Functionality:

The central nervous system of GOIP’s infrastructure solutions. It focuses exclusively on the operational stability and proactive security monitoring of network architecture. With 24/7/365 monitoring of customer-connected infrastructure, it triggers intelligent response rules for instant ticket creation, instantly connecting enterprise engineers to resolve incidents before they impact users.

EventLog Analyzer Platform
(ELA)

Security Analysis Tool:

Our premier network security analysis tool. ELA aggregates and correlates logs across servers, network infrastructure, security endpoints, and application systems to conduct exhaustive compliance assessments. It validates baseline security standards and integrates seamlessly with our ITSM system for immediate incident containment.

Why Choose IT Management Solutions?

Unlocking Your Business Potential

24/7 Network Monitoring

Continuous oversight of devices, traffic, and logs for instant anomaly detection.

Cloud-Based ITSM Platform

Automate workflows, generate real-time reports, and resolve incidents faster.

Private Operations Portal

Track every action with a dedicated dashboard for audits, compliance, and transparency.

Scalable
Security

Stay ahead of threats with AI-driven analytics and adaptive response protocols.

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Get Your Doubts Cleared & Questions Answered

Our technical consultants are standing by to architect your next-gen network infrastructure.

Our Team Hold PROFESSTIONAL Certifications：

Our industry certifications and accreditations that demonstrate our commitment to quality, compliance, and excellence.

These certifications enhance our capabilities and ensure we meet the highest standards in delivering innovative solutions to our customers.

Singapore SBO
HK SBO
ASP (MCMC)
FCC 214 & FCC 499
Penetration Test
& SOC Certificate
ISO 27001

CCIE

Cisco Certified Internetwork Expert

CISSP

Certified Information System Security Professional

LPIC

Linux Network
Professional Certification

MCSE

Microsoft Certified
Solution Expert

PMP

Project Management Professional

HCNA HCNA – R&S HCNA – STORAGE

Huawei Certified Network Associate

ACP

Alibaba Cloud Certified Professional

ACA

Alibaba Cloud Certified Associate

AWS ASSOCIATES

Certified Solutions Architect

Partner with GOIP’s Enterprise IT Architects

Don’t let fiber exhaustion bottleneck your organization’s growth.

Schedule a technical consultation with GOIP’s expert engineers today to design a tailored DWDM strategy that drives performance and minimizes infrastructure costs.

Automate Workflow