Procedures – Proactive Network Monitoring Service Rules

Tier1 or Tier2 Support:

PNMS provides our clients with piece of mind knowing that CEG will monitor the health of their network 24/7. When a network does fail, CEG is to take necessary action to ensure the highest network uptime possible. We ultimately need to ensure every location is being monitored and when a notification is received, take the following action based on the notification condition identified.

Single, Down/UP; Notification Spacing within 15 Minutes (SDUP0-25)

1. Monitor, do not open ticket

Single, Down/Up; Notification Spacing 15 minutes to 1 Hour (SDUP25-100)

1. Send email to support indicating that you have taken responsibility
2. Open Ticket
3. Conduct Secondary Ping
4. If confirmed Down, email client, communicate verbally, and provide details of proactive efforts to resolve outage.
5. Resolve outage.
6. Monitor for 24 hours.

Multiple, Successive Down/UP Notifications over a 4 Hour Rolling Period (MDUP4)

1. Send email to support indicating that you have taken responsibility.
2. Open Ticket. For Help Click Here.
3. Conduct Secondary Ping.
4. If confirmed Down, email client, communicate verbally, and provide details of proactive efforts to resolve outage.
5. Resolve outage.
6. Monitor for 24 hours.

Down Notification without a Reported Up Notification (DNU)

1. Send email to support indicating that you have taken responsibility.
2. Open Ticket. For Help Click Here.
3. Conduct Secondary Ping.
4. If confirmed Down, email client, communicate verbally, and provide details of proactive efforts to resolve outage.
5. Resolve outage.
6. Monitor for 24 hours.