Azaleos Remote UC Management Process

At Azaleos, our flexibility attracts our customers to us and our standardized processes are what keep our customers coming back for more, year after year! Azaleos has coined the term ICONIC which stands for Investigate, Communicate, Obtain, Notify, Implement, and Capture. ICONIC represents the Azaleos process which all of our NOC personnel live and follow when working with our customers.

ICONIC Process
With any new issue that crops up we first INVESTIGATE the problem. Second, and practically in parallel with our investigation, we COMMUNICATE the issue promptly to you our customer. Third, we OBTAIN authorization from the customer to institute a change (in many cases in order to quickly facilitate our pro-active actions, we may already have tacit authorization as part of the SLA). Fourth, we NOTIFY you (the customer) before making the change. Fifth, we IMPLEMENT the change. And, finally, sixth, we CAPTURE the change in your customer log so that we have a historical knowledge base of activity on your system for any NOC personnel servicing your account.

Azaleos NOC engineers will utilize our SecureX technology to access your IT systems only according to your security requirements to perform selected duties – some reactively, some proactively, some as part of agreed-upon projects. The issue tracking system built into SecureX transparently records a detailed audit trail of all work performed on your systems to ensure your issues and projects are handed off cleanly when they need to be worked at odd hours or weekends.

Support Team Roles
In order to help focus our technical staff so that they can provide the best customer service possible, the Azaleos’ unique support model leverages three separate teams to deliver the most value to the customer:

Azaleos front-line support teams (Rapid Response Engineers or RRE’s) are available 24x7x365 to solve alerts and issues as they arise.
Azaleos Collaboration Engineers (CE) work proactively, optimizing customer environments to maximize performance and minimize alerts. CE’s also serve as strategic resources for customers, offering predictive analysis and planning recommendations as messaging and UC environments grow.
Azaleos LifeCycle Management Engineers constantly review and cycle through all customer systems to ensure that they are always running and utilizing the latest & greatest patch, service pack, hot-fix, upgrade, etc.. The mission here is to keep customers’ systems optimized and secure.

Location Agnostic Process
Finally, all Azaleos process are completely location agnostic. The way that we manage your systems does not vary regardless if we’re managing UC Environments in a Private Cloud, on premise or in a mixed hybrid environment.

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