24x7x365 Support

NOC

GLS owns and operates its own Network Operations Center from Charlotte, NC.

GLS provides proactive monitoring and management services 24 x 7 x 365 for over 80,000+ globally deployed assets covering the majority of network and equipment types. The N.O.C. is PCI Certified and staffed by network technicians with disciplines in complex routing, VoIP, WANx, switching, network, VPN hardware, etc. Proprietary U.Connect monitoring and trouble ticketing tools maximize insight into network troubles and speed resolution. NOC support is available for Cisco, Juniper, SonicWALL, Checkpoint, Riverberd, FortiNet, SilverPeak, F5, BlueCoat, InfoBlox, BlueCat, Cradlepoint, NetScout, VMWare, Aruba, AeroHive, Network Specialized Servers, and Carriers Services from all major suppliers.

NOC Includes:

  • Stratified Support Teams
  • Tier I, II and III Technicians
  • Diverse, hardened infrastructure
  • PCI Certified
  • Diverse DC’s are SSAE 16 SOC II Certified
  • Customer web portal – U.Connect
  • 24 x7 Proactive Monitoring & Notification
  • Automatic Network and Hardware Alarm Generation
  • Proactive Carrier Trouble Ticketing Support
  • Custom Ticket Handling & Escalation Procedures
  • Customized Profile in Knowledge Database
  • Equipment Vendor Maintenance Coordination
  • Health & Capacity Management Reporting
  • Automated Configuration Backup
  • Tier I, II & III Support Resources
  • PCI Compliance Support
  • Share-point Collaboration Site (documentation, etc.)
  • U.Connect Web Portal for greater visibility and interaction

SOC

Most businesses outside of the Fortune 500 cannot afford a Chief Information Security Officer plus an IT Security Team plus the cost of buying IT security tools. Therefore, businesses are left vulnerable and confused on how to protect and monitor their network; especially small and medium size businesses.

Protecting a network is very similar to protecting a physical building. You need locks, gates, cameras, security guards, etc. In the network world, it is very similar. There are multiple tools that you need; however, unless they are all working together, you are only getting a fraction of the real picture.

Before it’s possible to detect any threats, it is essential for our security team to have an accurate, up-to-the-minute view of all assets and software operations within a network. Frequent scanning of these assets allow for us to collect Security logs and events to be sent to our Customer All-In-One Data Collector. This information filters out any vulnerabilities and detects suspicious behavior that has or could potentially compromise your system. Any active threats and exploits are documented through a ticketing system. The tickets are dispersed and escalated based on the criticality of the alert where they are analyzed and monitored for timely remediation.

In addition, our SOC team continuously monitors, scans, and analyzes the behaviors of your system - this helps us learn more about your vulnerabilities and where they are across your network.

Our solution unifies the key parts of security no organization should go without. USM is designed to assess risk, create awareness, and inspect the effectiveness of existing controls for identification and reaction to a problem. This security operation system utilizes five important pillars to prevent, uncover, and respond to threats that have breached your protection.

  • SIEM (Security Incident & Event Management) – Uses Log Management, Event Correlation and Remediation Support Services to correlate and analyze security event data from across your network.
  • Asset Control – Network scanning and monitoring helps USM identify and categorize network and service assets.
  • Vulnerability Management – Vulnerability testing and continuous monitoring helps to identify systems on your network that are vulnerable to exploits.
  • Threat Detection – Network IDS, Host IDS, and File Integrity Monitoring are all key to detect malicious traffic on your network.
  • Behavioral Monitoring – Netflow Analysis and Service Availability Monitoring makes it easy to identify suspicious behavior and potentially compromised systems.

What we offer

  • Comprehensive Unified Security Management
  • Security Event and Correlated Log Management Services
  • Security Device Management – Firewall/VPN, IDPS, UTM, PROXY, etc.
  • Vulnerability Scanning and Reporting
  • IT Asset Discovery and Documentation
  • Configuration Variance Reporting Service
  • PEN Testing Services

Remain continuously compliant, not just at major milestones of a regulated requirement and reduce your risk profile by becoming ever vigilant to attacks.

CRC

C.R.C. Stands for Customer Response Center and acts as a 24x7x365 Help Desk for all of GLS's customers.

GLS's C.R.C. is located in Charlotte, NC and offers an extensive array of services.



CRC Includes:

  • Project and implementation managers operating as a single point of contact for all of your implementation needs as well as real time tracking and carrier management guaranteeing your network is turned up and tested in a timely manner.
  • Certified Network Engineers trained and certified in the industry’s leading network and equipment platforms. An entire team of network engineers are on standby for:
    • Network CPE configuration such as routers, firewalls, and switches
    • Move Adds and Changes
    • Network and CPE troubleshooting as well as reconfiguration
    • Consultation for network issues and bandwidth concerns
  • Equipment Warehouse offering an extensive supply of Wide Area Network Equipment for standby purchase as well as maintenance needs.

U. Connect

U.Connect is an online tool which supports all dimensions of the GLS experience. U.Connect provides valuable information for our clients by providing everything from real time trouble ticketing data to network utilization and performance graphing.

U.Connect has a valuable CRM function that allows GLS to provide contact and status on trouble tickets in a customized manner. Notification can be customized for each remote site based on time of day, event severity, and contact method. Contact methods include email, text, and phone call. A toll free 8xx number is available for our help desk 24 hours a day and is staffed by our network technicians.

U.Connect encompasses all components of your network offering real-time status on:

Trouble Ticketing

This provides a detailed set of reports that help customers understand how well their network is performing. SLA documentation is provided for outages, latency and packet loss. A real time view is also available to allow customers to see active trouble tickets in real time.

Network Management

This provides circuit, hardware and maintenance agreement inventory information. A view format is also available so that customers can quickly access the equipment and circuit information at a single site.

Bandwidth Utilization

This provides circuit, hardware and maintenance agreement inventory information. A view format is also available so that customers can quickly access the equipment and circuit information at a single site.