NOC Tiers
NOC tiers define how gateways, sensors, incidents, alerts, reports, and operational response are handled.
5gateways included
50sensors included
Extrasurcharge per additional gateway or device
Monitored
Choose this when:
You need automated visibility, basic alerts, business-hours support, and monthly availability reporting.
Managed
Choose this when:
You need active operational control, deeper diagnostics, alert tuning, GIS management, and engineer response.
Critical
Choose this when:
You need SLA-backed incident ownership, 24/7 human escalation, customer updates, remediation, and service reviews.
What Each Tier Adds
Monitored
- Automated gateway online/offline monitoring
- Sensor heartbeat and missing-data alarms
- Email alerts
- Business-hours support
- Basic monthly availability report
Managed
Everything in Monitored, plus:
- 24/7 automated monitoring and alerting
- Gateway VPN access and control
- Battery, RSSI, SNR, packet-loss, and abnormal-traffic monitoring
- Remote gateway diagnostics and restart
- Network Dashboard Insight and GIS View and Management
- Alert tuning, escalation contacts, and business-hours engineer response
- Monthly service report and four business hour acknowledgement target
Critical
Everything in Monitored and Managed, plus:
- 24/7 human escalation
- Remote remediation
- Incident ownership and customer updates
- Defined SLA, for example 15 to 30 minute acknowledgement
- Root-cause analysis for major incidents
- Capacity and coverage-risk reviews
- Priority change requests and quarterly service review
Capability Matrix
| Capability group | Monitored | Managed | Critical |
|---|---|---|---|
| Monitoring | Automated gateway online/offline monitoring and sensor heartbeat/missing-data alarms. | 24/7 automated monitoring plus battery, RSSI, SNR, packet-loss, and abnormal-traffic monitoring. | Managed monitoring plus 24/7 human escalation. |
| Alerts and escalation | Email alerts. | Alert tuning and escalation contacts. | Defined SLA and human escalation path. |
| Access and remediation | Not included. | Gateway VPN access and control, remote diagnostics, and restart. | Remote remediation and incident ownership. |
| Operational views | Basic availability visibility through reports. | Network Dashboard Insight plus GIS View and Management. | Capacity and coverage-risk reviews. |
| Response | Business-hours support. | Business-hours engineer response and four business hour acknowledgement target. | SLA acknowledgement, for example 15 to 30 minutes. |
| Reporting and governance | Basic monthly availability report. | Monthly service report. | Customer updates, root-cause analysis, priority change requests, and quarterly service review. |