Nova operates a 24/7/365 Network Operations Centre (NOC) in Canada that uses a combination of:

• Highly skilled and certified resources
• State-of-the-art tools
• Sophisticated processes that are closely aligned to ITIL best practices

 

Incident and Problem Management

Rich monitoring tools automatically create incident tickets that the NOC immediately responds to by troubleshooting, notifying the appropriate contact, resolving the incident or escalating to the correct resolver group as needed.

Root cause analysis will be done by engineers to find a permanent fix so the problem will not re-occur.

Change Management

Nova will perform all changes as needed which includes standard maintenance changes, problem fixes, capacity planning changes, etc.

Nova’s rigorous change processes mean accuracy and careful planning are keys to have close to 100% change success rate.

SLA Management

Meeting all of our SLA targets every month, such as Time to Restore, is considered a fundamental aspect of our service, a basic expectation for every client.

Tickets are classified according to their priority and SLAs are quite different for each priority level:

• P1 – Impact on 5 or more users
• P2 – Impact on up to 5 users or substantial risk
• P3 – Warning of impending issue
• P4 – Informational