ExchangeDefender is proud to announce the new look for our Network Operations Center (NOC) which includes new status pages, new blog, new look and yes – even more information you can pass on to your clients. The idea behind the redesign was to give end users and our non-IT partners a way to get an assessment of the network at a glance, a deep dive into technical issues, and to provide recent and historical service issues so that IT personnel in charge of our services can match up service problems with times that we had an issue or maintenance window.
Is there a problem?
This is generally the first question that a user will ask when they contact our partners for a service issue. And unless you follow us on Twitter @xdnoc, you probably need to check our NOC page. Here is the new look:
Our users will be able to look at the NOC page and immediately see the issue and take the next step.
What is the problem?
By the time there is an issue or the maintenance window is concluded, service notices are closed and aren’t visible to partners anymore. We had a lot of reasons for this but needless to say that it’s been one of the top complaints from our partners for years and it took us a while to figure out how to do this discretely and in a way that would be beneficial for everyone. Since support folks tend to either follow us on twitter (@xdnoc) or are living in our portal at support.ownwebnow.com, we wanted to put it in a location that would make it most actionable. You will notice quite a few changes to our support portal:
Now this screen will continue to change – but the idea is the same – if you resell or manage our products, I want you to know immediately upon logging in what the issue was and how it was resolved. You can then match up the timeline and work from there but you will get all the information in one, secure, compliant and process driven environment.
The point is – if you’re a lurker or just wondering, I want you to see if there is an issue at all. If you work with us, I want to arm you with all the information you can ever need and I want a support tech on my side to be available to you immediately to advise what to do.
Afterwards, you can read about the details on the NOC blog at www.exchangedefender.com/noc where we write up longer technical articles that nobody will ever read, but our partners find them extremely valuable because they aren’t written in technical jargon – they are meant to explain to your clients what happened, what we did, and what we’ll do next to make sure that issue doesn’t repeat.