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Customer Support

Our Network Operations Center (NOC) provides a team of highly qualified staff, available around the clock, who provide cost effective technical and customer support. The NOC supports all level 1 and most level 2 customer queries. Level 3 issues are usually directed to the customer’s hosting service, or our NOC team can introduce customers to an onsite hosting services that can deal with Level 3 issues.

Around the clock monitoring of the BMS and PMS environments ensures that all deviations and issues are flagged and investigated immediately. Together with our planned preventative maintenance regime, we are minimising the risk and maximising the resilience within the data centre. Our monitoring systems, together with the access control software, provide us with all the information required to create customer defined reports as part of our customer service contract.

Kao Data Campus customer support includes:

Continued support for consultation at the data centre
Physical access for customer’s employees 24 hours a day
“Remote Hands” (support for operating systems – readings, media exchange, restarts)
Continuous proactive monitoring technologies and services, including reporting
Pro-active SLA and SPG (Service-Level Management)

Our on-site teams are there for whenever our customers need them, furthermore, Kao Data Campus provides its Remote Hands service, for customers to use our site engineers for Level 1 assistance. Whether you require a reboot, cable check, server install, our team is here to help.

The NOC provides a single point of contact for all our customers around the clock and are dedicated to providing a highly efficient service. We understand that communication, response and action allow you to gain the maximum benefits from your infrastructure within our data centre.