support infrastructure

Are you satisfied with your maintenance contract? Is your equipment properly registered? Are you keeping up with hardware and software revisions? Is your current maintenance vendor in tune with your needs?

Maintenance can mean many things and we understand that each network has unique needs. At Layer 3 Communications we view maintenance as a personalized service tailored specifically to those needs, and we will work with you to develop a program that meets all of your requirements.

Our services include:

• Planning
• After qualifying your needs, Layer 3 Communications will develop a plan that includes all pertinent equipment and services. We will schedule all contracts to coincide with your budget cycle and not the manufacturer(s).
• Maintenance Services
• We offer standard maintenance agreements and are capable of providing a complete suite of services that will consolidate maintenance responsibilities to one competent vendor. Preventative maintenance, rapid trouble response, staff augmentation and training are a few of these important services. Our current maintenance customers realize the value of working with the same engineers that designed their network for support and maintenance needs. Ultimately, your operations cost is reduced by improving the reliability of your network systems.
• Preventive Maintenance
• Preventive maintenance is often neglected. It is the philosophy of Layer 3 Communications that the lack of preventive maintenance is a top contributor to network outages and rising costs of operation. Important maintenance tasks include:
• Periodic code revision upgrades which will enable you to keep your network elements current and running optimally. We will simulate your network and test new code features in our Laboratory to decrease the chance of introducing incompatibilities into your network.
• We will keep a central repository of all your configuration files and firmware revisions which is critical when outages occur.
• We continually research open cases with each manufacturer to familiarize ourselves with current issues. We convey this information to our customers periodically and point out how issues could affect their networks.
• Rapid Trouble Response
• Network audits are a critical component of our maintenance plans. By getting an accurate and detailed view of how your network is constructed, we can optimize our time should an event adversely affect your networks stability and performance. We will meet with your staff to familiarize ourselves with your network. We develop detailed documentation that will help us quickly and efficiently isolate failures in your network. Our approach to trouble response uses a very systematic methodology that minimizes down time and capitalizes on our vast experiences troubleshooting some of the most complex networks in the world.
• Staff Augmentation
• Our engineers may be contracted to assist you on your network if you encounter resource issues. We offer many options ranging from an annual commitment to a highly qualified engineer for as little as one day per week. Our engineers are continually trained and certified in order to offer you the most highly qualified assistance.
• Training
• Our training engineers are skilled at the most advanced technologies including complex routing, virtual private networking, advanced LAN design, as well as a variety of security and firewall disciplines. We can tailor a course, as part of your annual maintenance contract, around your particular needs, your specific environment and the knowledge level of your personnel.