NOC-as-a-Service Scoping Document

This scoping document defines the requirements for FlexWorx NOC-as-a-Service — a 24/7/365 Network Operations Center providing proactive monitoring, AI-assisted triage, and rapid incident resolution. Our NOC leverages CentralIntel's ARIA AI agent for predictive alerting and automated remediation across 100,000+ monitored devices.

• Total devices requiring monitoring (routers, switches, firewalls, APs)
• Current monitoring tools and SNMP/API integrations
• Existing alerting thresholds and escalation procedures
• Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR)
• Current NOC staffing model (in-house, outsourced, hybrid)
• Change management and maintenance window procedures
• Configuration backup and compliance checking cadence
• Vendor support contracts and escalation paths

• Device monitoring scope (network, server, application, cloud)
• Monitoring protocol requirements (SNMP, NetFlow, syslog, API)
• Alert severity classification and response SLAs
• Escalation matrix (L1, L2, L3 triage procedures)
• Proactive health check and maintenance schedules
• Configuration management and change control integration
• Capacity planning and trend analysis reporting
• Integration with client ticketing system (ServiceNow, Jira, etc.)

• CentralIntel monitoring agent deployment strategy
• ARIA AI-assisted triage and auto-remediation rules
• Dashboard and reporting configuration per stakeholder
• Alert correlation and noise reduction tuning
• Secure remote access for device management
• Backup and configuration compliance automation
• SLA tracking and performance metrics dashboard
• Knowledge base and runbook integration

• Phase 1: Discovery & Device Inventory (Weeks 1-2)
• Phase 2: Monitoring Agent Deployment (Weeks 2-4)
• Phase 3: Alert Tuning & Threshold Optimization (Weeks 4-6)
• Phase 4: Runbook Development & SOPs (Weeks 5-7)
• Phase 5: NOC Go-Live & Parallel Operations (Weeks 7-8)
• Phase 6: Full Handover & Optimization (Weeks 8-10)

• Device inventory and monitoring scope document
• Alert classification and escalation matrix
• Standard operating procedures (SOPs) per device type
• CentralIntel dashboard and reporting configuration
• Monthly NOC performance reports (MTTD, MTTR, availability)
• Quarterly business reviews with trend analysis
• Incident post-mortem templates and root cause analysis

NOC-as-a-Service is priced per-device/per-month with volume tiers. Pricing includes all monitoring infrastructure, 24/7 staffing, AI-assisted triage, and incident management. Custom SLA packages available for mission-critical environments.