Eljay Engineering delivers its Level 1/ Tier 1 support services for the Entire Network Infrastructure Management of clients, partners and their customers in the leading platforms such as "Cisco, Avaya, Nortel and Microsoft".

Monitoring and Notification Services

• Basic monitoring services leading to automated alerts for customers through ticket openings
• Dark hour/ weekend/ 24x7 Monitoring and Notification for customer networks
• Customers do have the option for Eljay to open and handle service requests as well as handle escalated issues on a per incident basis
• Provide update if the customer calls Eljay NOC regarding a ticket that has already been opened and is unresolved

Eljay Service Desk (Multiple Vendors)

• The Eljay Service Desk is staffed with highly skilled analysts and provides a single point of contact for incidents and service requests for customers and end-users creating organizational clarity and improved customer satisfaction

Service Requests

• Service Requests are requests from a customer to the Eljay Service Desk for support, delivery, information, advice or documentation
•  Once documented and acknowledged by the Eljay Service Desk, Service Requests initiate the Incident Management process below

Incident Management (Cisco, Avaya & Multiple Communication Facilitation Vendors)

• The Incident Management process aims to restore normal service operations as quickly as possible
• Incident Management minimizes the adverse impact of incidents on the business and
• Provides customers and end-users with a single point of contact for all incidents and service requests
• Open a ticket for each incident reported by customer, through Phone or email
• No set limit is applied to the number of incident management tickets handled by Eljay
• Open tickets and escalate problems and issues to appropriate team for problem management within SLA
•  Incidents are level 1 (having a known fix) events that are initiated via the Eljay/ Customer monitoring systems

 Basic/ Standard Change Management

• Basic/ Standard Change Management manages the risk associated with performing standard and basic changes
• Standard Change Management allows customer’s IP Telephony environment  to be in par with consistent and required communication services to be delivered while facilitating standard changes
• Offers standard and basic changes pertaining to the day to day usage of IPT and other communication components