Event Monitoring and Incident Management
For over 7 years, our event monitoring team at Seismic has been proactively monitoring client systems utilizing Avaya and Nortel-based tools. We proactively oversee and maintain customer systems with a combination of alarms, SM diagnostic tools, proactive intervention, and network management by our talented team of remote engineers and technicians.
As and when alarms arise, Seismic engineers perform triage and tier-1 troubleshooting before escalating to our SPS event management team. We use an alarm monitoring system based on four different servers – AlarmTraq, iCON, XUI and Reliatel, and utilize Eventedge to create and update tickets for valid alarms.
The Seismic team proactively monitors all client alarms and perform the required tier-1 triage and troubleshooting when they arise.
Automated ticket creation :
An automated ticket will be created if the issue is not resolved within the defined SLA.
Timely escalation :
Our team ensures end-to-end resolution by quickly escalating to other departments if the issue is not resolved within the defined SLA.
Staying up & running :
With our team’s high availability, we make sure client systems stay up and running - avoiding downtime, production and possible revenue impact.
We proactive inform clients on the status of alarms, emphasizing speedy communication and resolutions to avoid any possible business impact.
Adherence to SLAs :
The Seismic team makes sure events are managed and maintained within the stipulated SLAs defined for our clients.
The right engagement and escalation at the right time :
Our team proactively engages with different departments and stays on call, until the issue is resolved.
Tech on-site support :
The Seismic event monitoring team assists onsite technicians as and when required when working to resolve client issues.
Communication Manager 1.x through 5.x
Avaya Aura Communication Manager
Nortel CS1000 systems
Avaya Aura Messaging
At Seismic, our team handles tier-1 MACD programming for any adhoc or scheduled requests from clients. The UTAS MAC team provides technical assistance on move, add, change and delete phone extensions using a combination of ITSM ticketing tool and secured remote login procedures. We provide full-cycle remote programming, firmware upgrading, software upgrading and system support via our capable tier 1 team. Additionally our tier 3 team is available for advanced technical support requirements and vendor coordination for system faults and trunk problems, when requested.
Voicemail password add, modify, and delete requests
Coverage path or pickup group assignments
Phone button assignments
Attendant console changes
System lists and directory changes
Class of restriction and class of service
User/system auto dial
Individual mailbox subscriber parameters and permissions
‘Meet me’ conferencing administrations
IP soft phone administration
Extension to cellular – EC500