Southeastern Telecoms Network Operation Center (NOC) is the cornerstone to our service and maintenance programs. From pre-defined to tailored maintenance offerings, we leverage our resources and infrastructure to deliver the highest level of service so your company can focus on its core business while we take care of your network.
Southeastern Telecom provides customer notification of maintenance/fault messages on contracted equipment. We will monitor software and hardware, power, and business application server failures and immediately notify our customer based on pre-defined alarm notification agreements. Based on the Maintenance level agreements Southeastern Telecom will engage in various type of corrective measures:
Alarm Notification Only:
- Phone call, Page or e-mail notification only
Alarm Monitoring with Remote Diagnostics:
- This service includes alarm notification in addition of detecting faults via an alarm receipt. Then we attempt to remotely diagnose and fix the problem. With remote diagnostics, Setel goes beyond alarm monitoring, we take corrective actions.
Alarm Monitoring with Remote Diagnostics & Dispatch:
- Alarms that cannot be cleared remotely are handled according to prearranged special procedures and/or contract agreement. Although Southeastern Telecom would love to be your prime service company, we understand that in some locations you might have your own or pre-existing agreements with local providers. In those special instances, we can dispatch to external providers as well.
Level 1 Maintenance Includes:
 Monday-Friday 8:00 AM – 5:00 PM Monitoring |
| Alarm notification by physical call to customer (up to two contacts) |
If we leave a voice mail to notify a customer of a major or critical fault, we will
 continue to call at 10 minutes interval until we reach a physical person |
| Day, cell and pager numbers used to contact customers |
| Home numbers for after hours used for customer contact |
| No special handling procedures |
Level 2 Maintenance Includes:
| Monday-Saturday 7:00 AM – 9:00 PM Monitoring |
| Alarm notification by physical call to customer (up to two contacts) |
If we leave a voice mail to notify a customer of a major or critical fault, we will
continue to call at 10 minutes interval until we reach a physical person |
| Day, cell and pager numbers used to contact customers |
| Home numbers for after hours used for customer contact |
Application server monitoring such as Voice Mail/Unified Messaging server,
Call Center Server, IVR, Recording, … (Fees based on number of application
servers and various network segments to monitor) |
| Remote diagnostics and problem resolution |
| No dispatch procedures |
Level 3 Maintenance Includes:
| Monday-Saturday 7:00 AM – 9:00 PM Monitoring |
| Alarm notification by physical call to customer (up to two contacts) |
If we leave a voice mail to notify a customer of a major or critical fault, we will
continue to call at 10 minutes interval until we reach a physical person |
| Day, cell and pager numbers used to contact customers |
| Home numbers for after hours used for customer contact |
Application server monitoring such as Voice Mail/Unified Messaging server,
Call Center Server, IVR, Recording, … (Fees based on number of application
servers and various network segments to monitor) |
| Remote diagnostics and problem resolution |
| If problem persists, immediate dispatch according to prearranged procedures and/or contract agreement |
Level 4 & Level 5 Maintenance
For our Level 4 and Level 5 maintenance programs, we offer variable maintenance windows to adapt to our customers’ business hours:
Gold: 24 hours a day/7 days a week/365 days a year
Silver: Extended Business Hours 7:00 AM – 9:00 PM Monday - Saturday
Bronze: Regular Business Hours 8:00 AM – 5:00 PM Monday - Friday
Level 4 Maintenance Includes:
| Monday-Saturday 7:00 AM – 9:00 PM Monitoring |
| Alarm notification by physical call to customer (up to two contacts) |
If we leave a voice mail to notify a customer of a major or critical fault, we will
continue to call at 10 minutes interval until we reach a physical person |
| Day, cell and pager numbers used to contact customers |
| Home numbers for after hours used for customer contact |
Application server monitoring such as Voice Mail/Unified Messaging server,
Call Center Server, IVR, Recording, … (Fees based on number of application
servers and various network segments to monitor) |
| Remote diagnostics and problem resolution |
| If problem persists, immediate dispatch according to prearranged procedures and/or contract agreement |
On-site break fix service for telephony servers and gateways, parts and labor
to perform on-site repair are included in this offering but physical end points
are not covered under this level of service |
Post-Issue report on trouble tickets which required on-site or manufacturer
intervention |
At customer’s request, Southeastern Telecom will download on a quarterly
basis a software configuration image of the telephony server(s) under
maintenance contract |
Level 5 Maintenance Includes:
| Monday-Saturday 7:00 AM – 9:00 PM Monitoring |
| Alarm notification by physical call to customer (up to two contacts) |
If we leave a voice mail to notify a customer of a major or critical fault, we will
continue to call at 10 minutes interval until we reach a physical person |
| Day, cell and pager numbers used to contact customers |
| Home numbers for after hours used for customer contact |
Application server monitoring such as Voice Mail/Unified Messaging server,
Call Center Server, IVR, Recording, … (Fees based on number of application
servers and various network segments to monitor) |
| Remote diagnostics and problem resolution |
| If problem persists, immediate dispatch according to prearranged procedures and/or contract agreement |
On-site break fix service for telephony servers and gateways, parts and labor
to perform on-site repair are included in this offering but physical end points
are not covered under this level of service |
On a quarterly basis, Setel will take a snapshot of the configurations of the
customers’ Telephony, Unified messaging & call center servers for business
continuity purposes in the event of a major fault or disaster. |
Other application servers can be added to this service contingent upon
Southeastern Telecom's NOC equipment compatibility |
Post-Issue report on trouble tickets which required on-site or manufacturer
intervention |
At customer’s request, Setel will download on a quarterly basis a software
configuration image of the telephony server(s) under maintenance contract |
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