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Q9's team of Internet experts is totally focused on delivering the highest levels of customer support. The customer service and operations organization is divided into two groups: the Provisioning group which coordinates customer installations and new technology roll-outs and the Network Operations Centre (NOC) group which handles direct customer support and monitoring of Q9's internal infrastructure. Both groups include highly experienced network engineers and systems administrators who work with customers from the initial design through to the maintenance and support of their Internet operations. These network engineers and system administrators are trained specialists who support Windows NT, Windows 2000, Linux and other UNIX platforms. They are Internet experts with years of experience supporting and operating routers, switches and other Internet infrastructure equipment.
Customer support is coordinated through the 7 x 24 NOC group, which handles non-standard operations and alarm conditions in customer equipment. This group also reports any service conditions (situations that might affect a customer's Internet operations) to customers via e-mail or telephone. All service conditions and network issues are tracked through a trouble ticketing system that coordinates and tracks the activities of all support and operations groups. The ticketing system is accessible to customers through the Q9 Control Panel web site.
The NOC group is also responsible for monitoring all of Q9's critical internal systems, including: security, fire control, power systems, HVAC and the extensive Q9 network. This group includes backbone engineers and network staff who are responsible for designing and operating the dynamic network that supports Q9's Internet data centres. This group constantly monitors network effectiveness to optimize performance for customers, re-routing traffic as conditions require.
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