Pipe Ten operates a 24/7 engineering response and escalation service for its own core infrastructure and services and makes the same service available to its customers.
Using Pipe Ten’s own monitoring services or those of a third party, alerts can be configured for granular response to only critical issues or if required Pipe Ten can maintain full oversight.
On receiving an alert the on-call engineer will assess the scope, impact and validity of the alert and escalate or fix as appropriate, as per pre-agreed procedures and testing regiment provided by a customer.
Access for customers to manage maintenance windows and disable Pipe Ten response to any alerts is also provided to reduce cost overheads associated with response to false-positives.
Last modified: 03/05/2019