Services
24/7 Managed Network Support
Your network never sleeps, and neither does our Network Operations Center. TelAir's managed support service provides proactive, round-the-clock monitoring, rapid fault resolution, and guaranteed SLAs — so your team can focus on your core business while we handle the complexity of network operations.
What's Included in Managed Support
A comprehensive suite of proactive and reactive services designed to maximize your network uptime and performance.
Proactive Network Monitoring
Our NOC monitors every device on your network around the clock using customized alerting thresholds. We track access point status, switch port utilization, uplink health, client counts, signal quality, and more. Issues are often detected and resolved before any user experiences a problem, making the support truly proactive rather than reactive.
Intelligent Alerting & Escalation
Not all alerts are equal. Our tiered alerting system intelligently ranks issues by severity and business impact, routing critical P1 incidents to our senior network engineers immediately while P2/P3 issues follow a structured queue. Escalation paths are documented and tested, ensuring nothing falls through the cracks at 3am on a bank holiday.
Guaranteed Response SLAs
We back our service with contractual Service Level Agreements. Depending on your tier, P1 incidents (complete network outage or major service degradation) receive acknowledgment within 15 minutes and initial remediation action within one hour. All SLA performance is logged and reviewed monthly with full transparency in your customer portal.
Dedicated Support Helpdesk
Every TelAir managed support client receives access to a dedicated multi-channel helpdesk — phone, email, and chat — staffed by engineers who know your specific network. Tickets are tracked end-to-end, and your team can monitor progress in real time. No call centres, no generic scripts — real network experts who understand your environment.
Monthly Reporting & Business Reviews
Transparency is core to how we operate. Every month, your dedicated account manager delivers a comprehensive Network Health Report covering uptime statistics, incident history and resolution times, firmware update status, capacity planning insights, and top bandwidth consumers.
Quarterly Business Reviews (QBRs) provide a deeper strategic analysis — reviewing network growth trends, recommending infrastructure upgrades ahead of capacity thresholds, and ensuring your network investment continues to align with your evolving business requirements. These structured touchpoints ensure your IT leadership always has full visibility of network performance and a clear roadmap for the future.
For clients operating across multiple sites or regions, our global dashboard aggregates performance metrics across your entire portfolio into a single pane of glass, allowing regional IT managers to benchmark performance and identify underperforming locations before they impact the guest or resident experience.