Our bilingual NOC staff are available 24 hours a day, 7days a week, 365 days of the year,
keeping you informed of maintenances, outages and other network related issues.
- Being bounced between operators when calling support.
- A lack of information or trouble shooting even during an outage.
- Being limited to just a single contact and then trouble shooting by yourself.
- Frustration at not receiving an answer to an advanced question about BGP.
- The need for 24 hour English support.
- Response by knowledgeable NOC staff allows us to shorten the time needed for trouble shooting.
- Our NOC guide contains a comprehensive maintenance policy, for example, we promise to conduct a planned maintenance between 7 PM and 5AM the following morning. Furthermore, we will inform you no less than 48 hours in advance.
- Registering up to 6 people allows comprehensive support, no matter where in the world you are.
- The US NOC is available even if your services are in Japan, and Internap Japan's bilingual support staffs are always available for help.
We offer the following services, giving us the advantage over other Internet Service Providers.
| Internap Japan |
Major ISP company A |
Major ISP company B |
Major ISP company C |
Major ISP company D |
Major ISP company E |
Major ISP company F |
|
| Information desk system for customer support |
Engineers | Receptionist (only telephone) |
Engineers | Engineers | Receptionist | Receptionist (9 a.m.- 5 p.m. weekdays) |
Engineers |
| Bilingual | Available | Not available (bilingual via e-mail available) |
Available | Available | Available | Not available |
Not available |
| Response time between detection of troubles and preliminary contact |
Half-hour (guaranteed under SLA) |
Half-hour (guaranteed under SLA) |
Half-hour (guaranteed under SLA) |
Half-hour | Half-hour | Conveyed only via home page | Half-hour |
| Report or briefing to customers on problem situation |
Every half-hour | When asked for | When deemed necessary | When situation changes | None | When deemed necessary | When deemed necessary |
| Report after troubleshooting |
24-hour service | 24-hour service | 24-hour service (only via telephone) |
24-hour service (possible) |
24-hour service (in principle) |
None (only reported on home page) |
No specific rules (basically via telephone) |
| Contact persons on client side Maximum number of contact persons that can be listed |
6 | 3 | 1 | 1 | 1 | None | 3 |
| NOC support guidelines | Available | Not available | Not available | Not available | Not available | Not available | Not available |
| Customer support by NOC of Internap U.S. |
OK | NG | NG | NG | OK | NG | NG |
Click here for further information on Internap's SLA service>>
Simply login to our customer website with your service ID and password and you will find the reference tools we have available to you.
