NOC Support for Enterprise Networks & Carrier Customers ​​

Mercury Z offers comprehensive 24/7 Network Operations Center (NOC) support tailored to your existing infrastructure. Our team functions as an extension of your operations, monitoring network performance, triaging alerts, and proactively addressing issues before they escalate. With deep technical expertise across all network layers, we deliver the responsiveness, visibility, and oversight typically associated with a dedicated NOC environment, ensuring your network remains resilient, secure, and always on.

  • NOC Tier 1 Support Services

NOC Tier 1 Support Services

24/7 Monitoring, Ticketing & First-Level Troubleshooting

Mercury Z’s Tier 1 NOC Support Services act as the first line of defense for your network. We provide real-time monitoring and quick, effective incident triage to ensure minimal service disruption and immediate response.

Key Capabilities:

  • 24/7/365 network surveillance and alarm monitoring
  • Incident ticket creation, tracking, and status updates
  • Basic troubleshooting (ping tests, port checks, light level readings)
  • Customer communication and initial impact assessments
  • Escalation to Tier 2/3 based on defined SLA or SOP

Tier 1 plays a critical role in reducing Mean Time to Detect (MTTD) and acts as the foundation for speedy resolution and customer satisfaction. Immediate responsiveness helps minimize downtime and reinforces service continuity.

Why Choose Mercury Z for Tier 1 NOC Support?

  • Proactive 24/7 Coverage: Continuous monitoring to detect issues before they escalate.
  • Swift Triage: Fast ticketing and escalation aligned with SLAs to minimize operational impact.
  • Skilled Analysts: Our Tier 1 professionals are rigorously trained to handle first-level diagnostics confidently.
  • Customer-Focused Communication: Timely updates and transparent status reporting for peace of mind.
  • Consistency and Reliability: We uphold performance standards through structured SOPs and response frameworks.
  • NOC Tier 2 Support Services

NOC Tier 2 Support Services

Advanced Diagnostics, Troubleshooting & Incident Resolution

Mercury Z’s Tier 2 NOC Support Services offer expert-level incident analysis and problem resolution. When complex network issues arise, Tier 2 steps in to deliver deep technical diagnostics and close collaboration with engineering and field resources

Capabilities:

  • In-depth fault isolation using CLI and NMS tools
  • Circuit testing, interface diagnostics, and device-level checks
  • Coordination with field techs for loopbacks, swaps, and dispatch
  • Configuration reviews and updates (VLANs, port resets)
  • Root cause analysis and detailed incident documentation

Tier 2 reduces reliance on senior engineering teams by resolving a significant percentage of complex incidents. This shortens resolution times, improves SLA performance, and enhances operational efficiency.

Why Choose Mercury Z for Tier 2 NOC Support?

  • Technical Mastery: Our Tier 2 engineers are trained in deep diagnostics, interface testing, and CLI-based troubleshooting.
  • Cross-Functional Collaboration: We work directly with field engineers, vendors, and carriers to resolve issues swiftly.
  • Root Cause Focus: We don’t just fix issues — we document and eliminate their root causes.
  • High First-Touch Resolution Rate: We resolve most escalated issues without requiring Tier 3 intervention.
  • SLA Optimization: Structured processes and thorough documentation ensure faster, SLA-compliant recoveries.

Choose Mercury Z to protect, optimize, and future-proof your network operations—tier by tier, 24/7.

  • NOC Tier 3 Support Services

NOC Tier 3 Support Services

Expert-Level Network Engineering & Escalation Management

In today’s demanding network environments, critical incidents require more than standard troubleshooting—they need deep expertise and precision engineering. That’s where Mercury Z’s NOC Tier 3 Support Services come in.

Our Tier 3 services are designed to tackle the most complex and high-impact network challenges, led by senior-level engineers with proven experience in carrier-grade routing, switching, transport, and security infrastructures. Whether it’s identifying the root cause of a recurring fault or executing protocol-level configuration changes, our Tier 3 team delivers with confidence and clarity.

Capabilities:

  • Protocol-level analysis: (BGP, OSPF, MPLS, LDP, STP, etc.)
  • Deep dive into core routing behavior: via log and table inspection
  • Custom configurations: firmware updates, and device reboots
  • Direct vendor coordination for: TAC cases, RMA processing, and firmware troubleshooting
  • Leadership in major incident bridges and post-mortem analysis

When your network’s integrity and reputation are on the line, Tier 3 is your final line of defense. These expert engineers don’t just restore services—they preserve your brand reputation by diagnosing, documenting, and mitigating the true root cause of complex incidents. Their proactive guidance helps reduce recurrence, streamline recovery, and boost SLA compliance across your operations.

Why Choose Mercury Z for Tier 3 NOC Support?

  • Elite Network Talent: Our engineers bring industry-recognized certifications and battle-tested experience across multi-vendor platforms and complex architectures.
  • Proven Escalation Handling: We’re the go-to escalation point for critical outages, recurring incidents, and chronic design faults—restoring service and reducing future risk.
  • Partnership-Driven Support: Mercury Z doesn’t just respond—we collaborate with your teams, vendors, and stakeholders to bring unified resolution strategies.
  • Secure, Scalable, and SLA-Focused: Every action we take aligns with compliance standards and your unique SLAs to maximize service uptime and reduce MTTD (Mean Time to Detect) and MTTR (Mean Time to Repair).
  • Data-Backed Decision Making: Using advanced tooling, trend analysis, and forensic-level investigation, we ensure every incident drives better network design and performance.

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