<div dir="ltr">For my 9-5 we have a company that has a 24/7 NOC that watches all of our boxes. They CEO is in the US and the NOC guys are seas. They are generally very responsive. It's very affordable (about $200.00 per box per month). These guys work real well but they are sort of work in the Box. We need to give them guidelines. For example we do telecom and clients get hit with fraud all the time. There are times where we know it's 90% fraud and we want them to shut it down, there are times where there is a 50/50 chance that it's fraud. If the system thinks there is a 90% chance it emails them "Fraud call from X to Y". They then have a procedure on how to figure out based on the call record who the client is and they shut them down. If it's the 50/50 chance they get an alert "POSSIBLE Fraudulent call from X to Y". For such a call they have to go through a series of checks before they shut them down. What I am getting at is they aren't good at figuring out what is fraud but are very good at following rules and doing exactly what you ask of them. What ever technology we use they learn it (be it OpenSips, Asterisk etc.). We do need to tell them exactly what to monitor and what to do for specific alarms.<div><br></div><div>If you want an intro let me know.</div><div><br></div></div><br><div class="gmail_quote"><div dir="ltr">On Wed, Dec 5, 2018 at 5:40 PM John Von Essen <<a href="mailto:john@essenz.com">john@essenz.com</a>> wrote:<br></div><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
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<p>Whats your budget?</p>
<p>The outsourced NOC firms tend to be expensive (I've looked at
them for a project), and they are also not that fast, so dont
expect someone to determine if an alarm is valid within a few
minutes, instead, in goes into their queue and waits for a tech to
pick it up, so it could be 30-60 mins.</p>
<p>In a perfect scenario, using freelancer/gig-economy people should
be able to get this done quickly, but its needs to be sizeable to
start and will involve alot of logistics, which means money.</p>
<p>To be honest, the best option may be to hire a developer to
custom code really good logic that eliminates a good deal of the
false positives so only a handful make it through.<br>
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<div class="m_-5031369757397554258moz-cite-prefix">-John<br>
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<div class="m_-5031369757397554258moz-cite-prefix">On 12/5/18 5:01 PM, David H wrote:<br>
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<p class="MsoNormal"><span style="font-size:11.0pt">Hey all, was
curious if anyone knows of a website monitoring service that
has the option to incorporate a human component into the
decision and escalation tree? I’m trying to help a customer
find a way around false positives bogging down their NOC
staff, by having a human determine the difference between a
real error, desired (but different) content, or something in
between like “Hey it’s 3am and we’ve taken our website
offline for maintenance, we’ll be back up by 6am.”
Automated systems tend to only know if test A, or steps A
through C, are failing, then this is ‘down’ and do my
preconfigured thing, but that ends up needlessly taking NOC
time if the customer themselves is performing work on their
own site, or just changed it and whatever content was being
watched, is now gone. So, the goal would be to have the end
user be the first point of contact if it looks like more of
a customer-side issue. If they can’t be reached to confirm,
THEN contact NOC, and unlike email alerts, keep contacting
until a human acknowledges receipt of the alert.<u></u><u></u></span></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">Thanks<u></u><u></u></p>
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