Infrastructure › Managed Services

Pillar 07 · Managed Services

One named engineer. A NOC that never sleeps.

Netcom doesn't run a 24/7 in-house NOC — and we don't think you need us to. What you need is a named account engineer who knows your network cold, backed by a 24/7 NOC partner who can triage an outage at 3am. That's exactly how we structure managed services.

Talk to an Engineer See Our Model

24/7

monitoring via our NOC partner · Netcom as your named engineer

accountable engineer per account — not a ticket queue

Quarterly

business reviews with utilization data, incident summary, roadmap

Managed Services · Operating Model

The Problem

"Managed services" is one of the most oversold categories in IT.

The industry is full of MSPs whose actual operation is a rotating Tier-1 queue in another time zone, a playbook that says "reboot the device," and a quarterly invoice. When your firewall cluster fails at 2am, you don't need a queue. You need someone who knows your topology.

We're also not going to pretend Netcom runs a 24/7 in-house Network Operations Center. We don't. The honest model — and the one we've seen work best for our customers — is a partnership: a dedicated Netcom engineer who owns your account end-to-end, plus a specialist NOC partner that handles the overnight and weekend alert triage, working from the same runbook your engineer wrote.

That combination gives you the thing pure NOC services can't: continuity. The person who architected your SD-WAN is the same person on the call when it breaks, with full context — not someone reading your CMDB for the first time.

Operating Model

Three tiers of engagement. All include a named engineer.

Managed services isn't one thing. The tier you need depends on how much of the operational load you want Netcom to own.

Essentials · 24/7 Monitor & First-Response

24/7 monitoring via our NOC partner. Alert triage, first-response remediation, and handoff to your named Netcom engineer for anything non-routine. For SMBs with a solid internal IT lead who want overnight coverage without staffing for it.

Essentials · overnight + weekend coverage on top of your existing internal ops

Essentials — 24/7 monitoring + named engineer

The entry tier. Our NOC partner monitors your critical infrastructure 24/7/365 with agreed thresholds and escalation paths. Tier-1 alerts get first-response remediation inside the SLA. Anything requiring design knowledge or change authority routes to your named Netcom engineer during business hours, with an on-call path for P1 incidents. The name on every report, every review, every change ticket: your Netcom engineer.

What's included	Delivery	Notes
24/7 infrastructure monitoring	NOC partner (specialist)	Device up/down, interface, cellular signal, CPU, memory
Alert triage and escalation	NOC partner + runbook	Your named engineer authored the runbook
Named account engineer	Netcom	Business-hours for change, on-call for P1
Change management	Netcom · ticketed	Standard, normal, emergency change classes
Firmware / OS lifecycle	Netcom · quarterly cadence	Per-platform tested versions · rollback plan
Quarterly business review	Netcom	Utilization, incidents, firmware status, roadmap
Carrier escalation (cellular)	Netcom as Verizon Preferred Partner	Direct line for SIM and plan issues
Not included	—	Active config change outside the ticket queue

Managed services full-lifecycle model with customer, NOC partner, and named Netcom engineer integration

Managed · Netcom owns day-to-day operations · you own the strategy

Managed — full lifecycle with Netcom as your network team

For organizations that don't want to staff a network team at all. Netcom becomes the network function: 24/7 monitoring (via partner), active configuration change, firmware and OS lifecycle management, capacity planning, vendor escalation, and carrier management. Your IT leader gets a named engineer on speed dial and quarterly roadmap reviews. Everything else happens without you needing to ask.

What's included	Delivery	Notes
Everything in Essentials	—	Monitor · triage · named engineer · QBR
Active configuration change	Netcom · change window	New sites, policy updates, VLAN changes, AP adds
Platform lifecycle management	Netcom · rolling cadence	Firmware testing · phased rollout · rollback
Capacity planning	Netcom · quarterly	Uplink utilization · PoE headroom · port density
Carrier & circuit management	Netcom	Outage tickets · MAC-D · contract renewals
Vendor TAC escalation	Netcom · on your behalf	Direct partner relationships open cases fast
Documentation maintenance	Netcom · current state	Topology, IP plan, IDF/MDF map, runbook
SIM lifecycle (cellular customers)	Netcom · self-service portal	Activation, swap, suspend, reactivate
Security policy review	Netcom · semi-annual	Firewall rule base, ZTNA policies, NAC rules
Incident post-mortems	Netcom · after P1/P2	Root cause, corrective action, timeline

Co-Managed · Staff Augmentation Model

Netcom engineers integrate with your internal team. You keep architectural authority; we provide project execution capacity, specialist depth, and after-hours coverage. Scoped monthly with clear division of responsibility.

Co-managed · augment your existing network team · project + coverage capacity

Co-managed — your team stays in charge, we fill the gaps

For enterprises with an in-house network team that's capable but stretched. Your team owns architecture, policy, and strategic decisions. Netcom provides project execution capacity (deployments, migrations, refreshes), specialist depth in areas like SD-WAN, security fabrics, or cellular, and after-hours coverage through our NOC partner. RACI is defined up front; nobody steps on anybody's lane.

What's included	Delivery	Notes
Project execution capacity	Netcom · scoped statements of work	Site builds, refreshes, migrations, cutovers
Specialist depth (on-call)	Netcom · SD-WAN, security, wireless, cellular	Engaged per ticket or retained hours
After-hours coverage	NOC partner + Netcom on-call	Your team off-duty · we hold the pager
Architectural peer review	Netcom senior engineers	Design reviews for your team's proposals
Vendor procurement	Netcom	Quote competitively · license audit · lifecycle
Carrier relationship management	Netcom	Verizon, AT&T, Lumen, Comcast Business, Spectrum
Knowledge transfer	Netcom · ongoing	Every ticket includes a "what we did and why" note
Quarterly planning	Netcom + your team	Roadmap alignment · capacity planning
Clear RACI	Documented up front	Who owns change, who owns monitoring, who owns escalation

Who picks which

Match the tier to your operating reality.

The right tier depends on your internal team, your tolerance for overnight pager duty, and whether you want Netcom to run operations or support them.

Your situation	Recommended tier	Why
One IT lead wearing multiple hats · no overnight coverage	Essentials	Overnight monitoring without staffing for it · named engineer for design questions
No dedicated network engineer · don't want to hire one	Managed	Netcom becomes the network function · you stay strategic
Multi-site retail · 50+ stores · centralized policy	Managed	Site add/change velocity needs dedicated ops capacity
Existing network team of 2–5 · overworked	Co-managed	Your team owns strategy · Netcom executes projects + after-hours
Enterprise network team · need specialist depth	Co-managed	SD-WAN, cellular, security fabric expertise on-call
Heavy cellular footprint · fleet or distributed	Managed (Cellular-weighted)	Verizon Preferred Partner relationship + SIM lifecycle
Private equity portfolio · standardize across holdings	Managed	Same architecture, same ops model, same reporting across sites
Compliance-heavy · PCI / HIPAA / CMMC	Co-managed	Your team holds compliance; we execute and document audits
Mid-market growing fast · 12-month expansion plan	Managed	Site deployment velocity is our operating model
Just went live on new SD-WAN / security / wireless	Essentials → Managed (graduate)	Start with monitoring, graduate to full ops as trust builds

What Netcom delivers (across every tier)

A single named engineer who owns your account — not a ticket queue
24/7 monitoring delivered via our specialist NOC partner
Runbook authored by your engineer so overnight response is informed
Change management with standard / normal / emergency classes and rollback
Firmware and OS lifecycle tracked per platform · tested versions · phased rollout
Quarterly business reviews with utilization data, incident trends, and roadmap
Carrier escalation via our direct Verizon (and other carrier) relationships
Vendor TAC engagement on your behalf — we open Cisco, Fortinet, Aruba, Cradlepoint cases

How we measure it

Response SLA — time from alert to first human acknowledgement
Resolution SLA — time from ticket open to service restoration (per priority class)
Change success rate — approved changes executed without rollback
Uptime per site / per WAN circuit / per critical service
Firmware currency — percentage of devices on supported, tested code
Ticket aging — nothing sitting untouched beyond its SLA
Customer satisfaction score per resolved ticket (post-close survey)
Quarterly NPS against your named engineer and against Netcom as the vendor

One named engineer. A NOC that never sleeps.

"Managed services" is one of the most oversold categories in IT.

Three tiers of engagement. All include a named engineer.

Essentials — 24/7 monitoring + named engineer

Managed — full lifecycle with Netcom as your network team

Co-managed — your team stays in charge, we fill the gaps

Match the tier to your operating reality.

What Netcom delivers (across every tier)

How we measure it

Verticals where outsourced ops is the sane choice.

Retail

Healthcare

Government

Industrial

Want a real engineer who owns the outcome?

One named engineer. A NOC that never sleeps.

"Managed services" is one of the most oversold categories in IT.

Three tiers of engagement. All include a named engineer.

Essentials — 24/7 monitoring + named engineer

Managed — full lifecycle with Netcom as your network team

Co-managed — your team stays in charge, we fill the gaps

Match the tier to your operating reality.

What Netcom delivers (across every tier)

How we measure it

Verticals where outsourced ops is the sane choice.

Retail

Healthcare

Government

Industrial

We operate every pillar

SD-WAN & WAN Edge

Security & Firewall

Cellular Networking

Want a real engineer who owns the outcome?