Our Technicians work every day to detect as many access line issues as possible, notifying Customers before they need to call and thereby reducing restoration times.
Network Operation Center
“If you cannot measure it, you cannot improve it” (William Thomson)
The Network Operation Center (NOC) is the operations center that controls the functioning of the Vianova network, both physical and logical. Our technicians steadily monitor the network to prevent disruptions, to anticipate technical support requests from Customers, and to minimize service recovery times in the event of a fault.
Network control
Network Operation Center Vianova, Pisa
Monitoring
An advanced monitoring system, designed and built in-house by our developers, detects traffic volumes and the status of each customer’s lines every minute. Parameters of ‘quarantined’ lines are checked every second.
Priority to business-relevant traffic
Vianova’s monitoring systems ensure that your business does not experience slowdowns by intervening when non-priority traffic (e.g., operating system updates) exceeds certain thresholds and may impact the services you are using.
Security checks
If anomalous Voice traffic is detected (long calls, suspicious international traffic, etc.), the system automatically alerts our operators, who then contact the Customer by phone to verify if it is necessary to conduct further controls.
Troubleshooting
Reports are handled according to strict quality standards to minimize resolution times
- Assurance cases are opened within 5 minutes of the issue being reported by the Customer.
- Within 15 minutes from case opening, a NOC technician carries out a preliminary analysis and classifies the case according to the area of responsibility and the severity, with a view to ascertaining the priority level and facilitating rapid troubleshooting.
- The case is then taken over by another colleague, who identifies and eliminates the cause of the problem.
- At the end of the process, a NOC or Customer Service colleague checks with the customer to ensure that the issue has been effectively resolved and that the customer is fully satisfied.
Network Operation Center Vianova, Pisa
Proactivity
73.2%
is the percentage of disservices identified and disclosed in advance to Customers in 2024
Our Assurance service in 2024 – The figures
55,867
Support requests received from Customers.
3.23
The average number of support requests per Customer.
39.9%
Percentage of trouble tickets resolved within 4 working hours.
52,780
Devices managed at Customers’ premises.
4,803
Technical interventions carried out by our Partners at Customers’ premises.
15,436
VPNs managed at our Customers’ premises.
All Italian security for your business
I Data Center Vianova sono realizzati con sistemi di sicurezza, alimentazione, condizionamento e ridondanza e sono in grado di prevenire interruzioni dei servizi e assicurare la business continuity.
Il posizionamento delle strutture sul territorio italiano offre ai Clienti un’ulteriore tutela per quanto riguarda la legislazione in materia di sicurezza e riservatezza dei dati aziendali.
I Data Center sono ospitati all’interno delle sedi Vianova a diretto contatto con i Network Operation Center (NOC) e sono supervisionati costantemente da personale altamente qualificato.
Data Center Vianova, Pisa
