What is 24/7 Network Support?

Support means real people who know your environment, ready at any hour. We staff a help desk and NOC that answer fast, triage issues, coordinate vendors or dispatch, manage safe changes, and close the loop with root cause notes. We also handle moves, adds, and changes with the same discipline so day 2 stays calm.

Where SimpleCom goes further

Most partners stop at ticket intake. We built support to scale with leadership experience and a team hired and trained to higher standards.

Plan and design

• Intake rules, priority mapping, and SLAs you can see
• Tool integration with your ticketing and monitoring
• Runbooks and playbooks that reflect your sites
• Onboarding that sets owners, contacts, and comms cadence

Build and turn up

• Help desk and NOC staffed 24/7 with named owners
• Remote triage, vendor coordination, and field dispatch
• Change management with rollback and acceptance tests
• Predictable updates with case numbers and clear ETAs

Run and improve

• Problem management with root cause and corrective actions
• Knowledge base, runbooks, and documentation kept current
• Trend reviews that cut repeat incidents and repair times
• Coaching and QA that sharpen response quality over time

The problems most teams face

• Slow or vague responses with no clear owner
• Long gaps without updates while lines grow
• Finger pointing between carriers, vendors, and installers
• Risky changes that create new incidents
• Fixes that do not stick because lessons are not captured

How SimpleCom closes the gaps

• One partner that owns intake, response, vendors, and dispatch
• Standards that travel across regions and shifts
• Predictable communication with set update intervals
• KPI discipline across Mean Time to Repair and Change Success Rate
• A hiring and training program built by leaders who have done the work

Where we operate

Office

Corporate locations, stores, clinics, campuses, warehouses, and facilities that need steady wired and Wi Fi with clear documentation.

Mobile

Vehicles, pop ups, events, and temporary sites that rely on dependable cellular connectivity with managed plans and SIM activations.

IoT

Sensors, cameras, access control, kiosks, and specialty devices that need secure onboarding, monitoring, and vendor integrations.

Who this helps most

Multi site teams in retail, hospitality and entertainment, healthcare clinics, education, transportation and logistics, real estate and property management, and public sector. Anywhere that needs the network to work the same way everywhere and wants clear ownership when something breaks.

Customer experience

The situation

A site goes down during peak hours and the team cannot get a straight answer.

Working with SimpleCom feels like

• A fast human response with a named owner
• Updates that arrive on a set schedule
• One team coordinating vendors and dispatch

The result

Faster recovery, fewer repeats, and staff who can focus on customers.

What is included

• Help desk and NOC coverage 24/7
• Multiple intake channels: portal, phone, and email to the same queue
• Priority rules and SLAs with response targets you can see
• Incident triage, vendor coordination, and field dispatch
• Change management with rollback and acceptance tests
• Moves, adds, and changes scheduled with clear ETAs
• Knowledge base, runbooks, and site documentation kept current
• Monthly health reports with trends and actions

Outcomes you can expect

• Mean Time to Repair down. Faster recovery from ticket open to confirmed fix
• Change Success Rate up. Safer changes with fewer follow on incidents
• Repeat incidents down. Root cause and corrective actions applied
• SLA response met. Acknowledgement and first action within target timelines

Fewer escalations, steadier stores, and a calmer day to day.

FAQs

What is the fastest way to open a ticket

Portal, phone, or email. All go to the same queue with the same priority rules.

Do you integrate with our tools

Yes. We can work in your ticketing and monitoring stack or provide ours.

What is your escalation path

Tiered engineers with duty managers and executive visibility for critical incidents.

Do you support after hours or weekends

Yes. Coverage is 24/7 and change windows can be scheduled outside business hours.

How do you prevent the same issue from coming back

We record root cause, apply corrective actions, and update runbooks and standards. Trends are reviewed in monthly health calls.