Monitor. Manage. Mitigate.
At NES DATA, we understand that though colocation delivers a reliable physical foundation, but true resilience comes from expert management of your mission-critical systems. That’s where our Managed Services Portfolio makes the difference—ensuring your infrastructure doesn’t just run, but thrives under constant vigilance. From routine maintenance and upgrades to complex troubleshooting, our incident resolution framework is built to keep your operations resilient, optimized and aligned with your business continuity goals. Our certified in-house experts provide 24/7 support, functioning as an extended arm of your IT team. With capabilities spanning hardware, network and security layers, reinforced by real-time monitoring of workloads, we deliver hands-on reliability even when you’re off-site. Customers can choose from Basic, Standard and Premium Support, each backed by mutually agreed SLAs for transparency and assurance.
With customer care as our cornerstone, we align seamlessly with your business objectives, enabling you to focus on your core priorities while we safeguard, optimize, and scale your critical infrastructure around the clock
Move-In Assistance
- Logistic Support – Lift & Shift Services*
- Storage & Staging Room Access
- On-site Mounting/Unmounting Assistance
- Onetime Rack Installation Support
- In-transit asset tagging support
*T&C Apply
Tiered Support
Basic Support
- 24 X 7 X 365 Helpline
- Ticket generation and customer updates
- Incident Identification and escalation
- L1 support for basic troubleshooting
- Generate & communicate monthly reports
- Call closures and customer intimation
Standard Support
- 24 X 7 X 365 Helpline
- L1/L2 – hands-on support for OS, NW & Firewall
- H/W & Software reset, IP Change etc.
- Troubleshoot basic H/W, N/W and AV issues
- OS Installation, Re-Installation, Configuration etc.
- Patch updates BIOS, OS and Std. NGAV
- DR Drill support x 2 per year
- Standard Escalation Matrix
Premium Support
- 24 X 7 X 365 Helpline
- Priority Service ID
- Dedicated Customer Support Executive
- L1, L2, L3 support for Std OS, Network, F/W & H/W
- IP change, network changes & firewall settings
- Patch updates BIOS, OS and Std. NGAV/FW
- Call log assistance with OEMS -H/W, S/W and F/W
- 24 X 7 dedicated seating space (Optional)
- DR Drill Support x 2 per year
- Premium Services Escalation Matrix
Scope Of Work
L1
On-Call basic query resolution, logs service request, provides simple troubleshooting, Password & H/W resets and resolves common, straightforward issues
L2
Skilled in advanced troubleshooting, root cause analysis, making configuration changes for OS, H/W, Network and support call log functions with OEMs or 3rd Party ISVs
L3
Skilled for advanced troubleshooting, root cause analysis and providing hands-on support, trained & certified for specific OS, H/W, N/W & NGAV/FW technologies
Disclaimer: The deliverables outlined above represent a general overview of our service offerings. For comprehensive details, including specific terms and conditions, please refer to the corresponding Service Level Agreement (SLA) for each service tier. We offer flexible SLA options, allowing customers to select terms that best align with their individual business requirements.