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Operations Support

Operations Support Center (OSC) – Providing You Support, Security, Monitoring and Access Around the Clock

Our on-site Operation Support Center (OSC) is the focal point for the support, monitoring and management of our entire network.

Staffed with certified network engineers and technicians, we are the first data center and colocation facility in the Baltimore area to provide customers with a fully manned Operations Support Center 24 hours a day, 7 days a week, 365 days a year.

Our support center is primarily responsible for problem resolution and coordinating troubleshooting internally and through third parties. Using visualization software, we proactively ensure network reliability while quickly reacting to any unplanned incidents.

The OSC also makes use of several performance management systems:

  • Network Device Monitoring – Utilization statistics, health, and availability monitoring of circuits for backbone, core, and customer premise systems.
  • System Device Monitoring – Utilization statistics, health, and availability monitoring of devices and network interfaces, as well as application resource utilization for certain operating systems.
  • Facility Monitoring – On screen analysis of data center mechanical systems that include environmental and fire suppression.
  • Node Database – Tracking for all customer contact information; devices and attributes; IP assignments; and more.
  • Trouble Ticketing – Priority and severity tracking for all proactive and reactive incidents are reported, daily, weekly, and monthly.
  • Event Collection – Aggregate view of alerts created by all systems with visual and audible indicators based upon the urgency of the incident.

    • The combination of around the clock monitoring and support alongside our robust electric power redundancy, private fiber ring, and five upstream providers (MCI, Qwest, Cogent, Level3 and XO) make us a compelling solution for all types of businesses.

    Support Management Console

    At DataPoint, we are dedicated to making sure that your service and our support are always available.
    That’s why you have the Support Management Console (SMC) at your disposal; a critical fixture of the support process.

    You can use it to:

  • Access or create service related requests, track updates and add your own, and review history
  • Control authorized users’ facility access, permissions, notification settings, contact information, and more
  • Get up-to-the-minute details about planned maintenance, root cause analysis, and other service related information through archived notifications
  • Share files, analyze usage patterns, change service attributes, and obtain escalation information
  • View your account information and alter subscription services.

    • Our goal is to ensure that you and your company enjoy timely incident resolution if an issue ever arises. So whether it is with the help of our trained technicians or through the use of our support management console, we are always ready to help you.



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