Comprehensive network management and support is facilitated through NbW’s bespoke and unique Maintenance and Administration Toolkit (MAAT) for link and site data recording, logistics administration, report generation and fault handling.

The MAAT database provides customised reports tailored to the client’s service level agreement, running on a very stable Linux/Apache/MySQL platform, secure and safe from virus infection.

The database is regularly backed up to a stand-alone machine and daily back-ups are retained off-site in a secure and fire-proof safe. Clients entering into maintenance and Service Level Agreements (SLAs) are supported by a helpdesk manned by engineers who work proactively with
either the end user or network operations centre.

Helpdesk operators have web access to the database, which is used to record details of supported links and sites, as well as recording and logging faults. Calls received are entered on the system so that all support staff are aware of active faults. Staff are also notified of new faults by email and text.

Quick fault notification and subsequent identification is key in NbW’s abilities to deliver to strict service level commitments. Auto-identification of faults is a key feature of the MAAT system, enabling fast and effective resolution and minimising disruption. All of the equipment utilised will generate an email alert if a fault is starting to develop. Our helpdesk engineer can then dial in remotely to the equipment to identify the problem and potentially rectify the fault. If this is not feasible, a maintenance engineer will be dispatched to the site by the time the SLA is triggered.

Information is also available to the client in near real time. They can view the progress of their faults via a secure web interface and can receive regular email updates if required.

NbW is able to offer service level guarantees unmatched by other companies because we have engineered the solution from start to finish.