On-Going Network Monitoring

Our team of experienced technical support engineers monitors every network device, gathering vital statistics from access points including signal strength, utilization and network reliability. Real-time event monitoring at our Network Operations Center, allows our technicians to begin the troubleshooting process often before the end user is aware there is a problem.

Issues on the wireless network are identified and a trouble ticket is automatically open. The Scientel technical support team proactively works to resolve the issue quickly and professionally. Some clients have a more technical IT support team and prefer to resolve the easy to moderate problems on their own.  More severe issues are identified with the client to form a partnership to resolve the issue. Clients rely on the Scientel technical expert to quickly resolve the problem and share the technical resolution. Either way, Scientel is here to ensure the wireless network is in full working order.

You See What We See

Clients are welcome anytime to view the network monitoring system for their wireless network. We provide web access into the system so you can identify network issues, watch as we resolve more critical issues or simply observe the effectiveness of your new wireless solution. However you’d like to monitor the wireless network, Scientel will arrange it for you.

Support Offering

Scientel Wireless has the capability to monitor and react to network issues on a 24x7x365 basis. We are set up to receive support calls any number of ways. We have the traditional toll free services available that will get you in touch with our engineers 24x7. In addition to this, we offer the capability to offer self help.

A third way to get connected to our service is through e-mail. Our web based tool will open a ticket in response to your e-mail and assign it to the engineer(s) on call. Lastly, if Scientel Wireless is actively monitoring your network and a situation arises that cannot be resolved with network redundancy; an alert is sent to Scientel Support. This address is monitored by an on-call engineer and has built in escalations. The network monitoring software will send an alert to the engineer telling them of an issue with a device.

All calls are logged into the call tracking tool. Both an e-mail and the support ticket are sent to the on call engineer. This call will stay in an open state until the situation has been rectified. The engineer will resolve the issue, but the ticket will stay in a resolved state for 10 business days.  If the ticket is not re-opened, it will automatically close after 10 business days. This is done to insure that the issue has been resolved and has not reoccurred.

Scientel also has the capability to answer your call via a 1st level helpdesk.  This desk is manned 24x7 and will assist in getting your call to the right engineer. Typically, support is managed on a business hours schedule (8a.m. – 5p.m. Monday – Friday) but in the event that this is a high priority issue, the helpdesk will be able to get you in touch with an engineer within an agreed to time period. They are equipped with both on call names and the ability to escalate to a higher level within Scientel Wireless as needed.  This 800 number service is available to all Scientel Wireless customers. For high level outages, the network monitoring tool will pick up these issues and report them to the engineer usually before an end-user call is needed.

As with all support offerings, reporting is a necessary inclusion in our offering. Our reporting package, generated out of the tool, will give network managers a high level summary of how their networks are performing. It also will allow for root cause analysis.