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Managed NOC

An incident at 2am is detected at 8am, and that gap is the whole outage.

A properly staffed 24/7 internal NOC needs five to seven engineers before tooling. Most organizations run a version of it that is not quite staffed, and the failure mode is predictable.

Scope NOC coverage →Compare Co-Managed and Fully Managed →

P1 assigned within 15 minutesVoice, data and UC coveredFixed monthly retainer

A properly staffed 24/7 internal NOC needs five to seven engineers before tooling. Most organizations run a version of it that is not quite staffed, and detection time becomes outage duration.

Managed NOC provides round-the-clock monitoring across LAN, WAN, voice and UC infrastructure, with P1 incidents assigned within 15 minutes — assigned, meaning a named engineer owns it.

Bought as a fixed monthly retainer scoped to site count and environment complexity, plus one-time onboarding. Runs on your existing monitoring platform or on ours.

Professional & Managed Services — the second of three service lines. Recruitment gives you the people; Professional & Managed Services does the work for you; Consultancy decides what work should be done.

What that costs you

Detection time is outage duration.

Outage duration is set by detection time, and overnight detection is the gap most organizations cannot close.
Voice is frequently monitored separately from data, or not at all, so call-quality degradation is reported by users rather than by monitoring.
On-call rotation burns out senior engineers, who are the hardest people to replace.
Without monitoring history, capacity and reliability decisions get made on anecdote.

Why the usual answer fails

Voice sits on a separate, unmonitored track.

Most NOC providers monitor data well and leave voice on a separate, unmonitored track — which is precisely where the business-visible failures happen. And an on-call engineer receiving an alert above their skill level escalates blind, which is not coverage.

How we work

Assigned means a named engineer owns it.

Coverage extends to voice and UC — Cisco CUCM, Avaya CM and Microsoft Teams — alongside LAN and WAN. P1 incidents are assigned within 15 minutes of detection: assigned, meaning a named engineer owns it, not an automated acknowledgement.

Onboarding is where a NOC engagement succeeds or fails, so it starts with these questions:

Which alerts currently fire that nobody acts on? Those get tuned or removed before we start, because noise is how real alerts get missed.
What does a P1 actually mean in your business — and does your current tooling distinguish it from a P3, or does everything page?
Who has authority to approve a remediation at 3am without waking a director?
What broke in the last twelve months that monitoring did not catch? That gap usually defines the real scope.

What you receive

What the retainer covers.

P1 incidents assigned within 15 minutes of detection
Proactive monitoring across LAN, WAN, voice and UC infrastructure
Monthly SLA reporting with a real-time dashboard
TAC escalation and carrier and vendor management
White-label delivery for MSPs — reporting and client communication under your brand
HIPAA-aware delivery protocols, including BAA execution where required
A documented runbook and escalation path produced during onboarding

How it is bought

Co-Managed or Fully Managed.

	Co-Managed	Fully Managed
Monitoring platform	Your existing tools — SolarWinds, Nectar or your own	Lumensoft's own platform and NMS
Licensing	You keep your existing licences	Included, nothing separate to manage
NOC engineers	Ours, operating your platform	Ours, operating our platform
Level 1 resolution	Included — ticketing, resolution, escalation	Included natively
Escalation engineers	As agreed in the statement of work	Available under separate contract
TAC, carrier and vendor management	Included	Included
Best when	You have monitoring investment worth keeping	You want software and engineers under one contract

A monthly retainer scoped to site count and environment complexity, plus a one-time onboarding engagement covering discovery, deployment, threshold tuning and runbook creation.

Platforms

What we monitor.

Cisco CUCMAvaya CM / AuraMicrosoft TeamsSD-WANLAN / WANEdge infrastructure

Who it's for

MSPs

White-label NOC delivery under your own brand.

Healthcare IT

HIPAA-aware monitoring for always-on clinical networks.

Transit agencies

Mission-critical monitoring with public-sector reporting.

Hotels

Property-wide visibility alongside an E911 programme.

Typical buyer situations

You are likely in scope if any of these is true:

Overnight incidents are detected in the morning.
Voice is monitored separately from data, or reported by users rather than by tooling.
On-call rotation is burning out the engineers you least want to lose.
You have monitoring tooling you have already paid for and want to keep using.

What happens next

1A 30-minute call establishes what is monitored today, what is not, and where the current escalation path actually ends.
2Scoping sets the coverage boundary. Onboarding produces the runbook.
3Coverage begins with the retainer, with monthly SLA reporting from the first month.

P1 incidents are assigned within 15 minutes of detection — assigned, meaning a named engineer owns it. It is a contract term confirmed in your proposal, not a service aspiration.

Common questions

Frequently asked questions.

What does "P1 assigned within 15 minutes" mean?

A named engineer owns the incident within 15 minutes of detection — not an automated acknowledgement. It is a contract term, confirmed in your proposal.

What is the difference between Co-Managed and Fully Managed?

Co-Managed runs on your existing monitoring software and we provide the engineers. Fully Managed uses our platform, so software and engineers come under one contract.

What infrastructure can you monitor?

LAN and WAN, voice over IP, Cisco CUCM, Avaya CM, Microsoft Teams environments, SD-WAN and edge infrastructure.

Can this be white-labelled for our clients?

Yes. Reporting and client communication are delivered under the MSP's brand.

Is it HIPAA-aware?

Yes, including Business Associate Agreement execution where required.

Do you replace our internal NOC?

Usually not. Co-Managed exists specifically to extend an existing team, most often covering overnight and weekend windows.

What does a managed NOC service include?

24/7 monitoring across LAN, WAN, voice and UC infrastructure, with P1 incidents assigned within 15 minutes — assigned, meaning a named engineer owns it rather than an automated acknowledgement. Includes monthly SLA reporting, TAC escalation, carrier and vendor management, and a documented runbook produced during onboarding.