Managed Services

Network Operations Center and Security Operations Center

U.S.-Based Support Delivered by U.S. Citizens

ORock Technologies protects ORockCloud, manages its private network, monitors security, and supports customers through its Network Operations Center (NOC) and Security Operations Center (SOC). Based in the U.S. and staffed entirely by U.S. citizens, the ORock NOC and SOC provide 24/7/365 support with a single point of contact for issue resolution, along with the agility and “white-glove service” that only a small business can provide.

To ensure the integrity of each ORockCloud customer environment and comply with regulatory guidelines, ORock’s NOC and SOC services are focused on supporting the underlying ORockCloud infrastructure and platform services provided to a customer (but not within a customer’s environment). Customers that require cloud migration, planning, modernization, and related services can leverage ORock’s network of authorized channel partners, solution providers, systems integrators, and managed service providers.

ORock Technologies NOC and SOC Services

Support Services

ORock Technologies provides three levels of NOC and SOC services to support the operations and maintenance (O&M) of ORockCloud. These services address the design, build, configuration, security, operations, maintenance, and sustainability of the ORockCloud architecture.

Level 1: ORock’s NOC and SOC are the primary customer interface for ORockCloud implementation, break-fix, and inquiries. NOC services includes network monitoring, customer support, troubleshooting, reporting, and ticketing. SOC services cover security monitoring, alerting and reporting, architecture defense, incident response, and ticketing.

Level 2: ORock’s engineering and security teams deliver Level 2 support for ORockCloud. Engineering support includes operations and maintenance, patching and configuration, incident response and mitigation deployment, network engineering, cloud engineering, and storage engineering. Security support includes incident response and investigation, security engineering and mitigation, fusion analysis, threat and intelligence analysis, compliance assessment, compliance and vulnerability scanning, POAM management, penetration testing, and threat hunting.

Level 3: ORock may escalate and coordinate directly with OEM vendors to support the ORockCloud. ORock will redact customer data when escalating to OEM vendors for support. ORock will resolve escalated actions based on vendor recommendations and provide fix actions with approved ORock NOC personnel.

Application Services

ORock provides application management services for Independent Software Vendors (ISVs) that participate in its Federal Application Authorization Services (FAAS) program. These applications are deployed in a customer environment under the authority of a federal government sponsor. The managed service support of the ISV’s application is specifically documented for its operations, maintenance, security, continuous monitoring requirements, and its unique security incident response plan.

Backup Services

ORock provides backup of the entire environment as part of its FedRAMP authorization in the base offering of ORockCloud, with daily incremental and weekly full backups. ORock also provides tools for customers to manage their own backups and define the timing of when they will occur. ORock’s scalable OpenStack backup and recovery platform can recover any point-in-time with a single click, with user-defined timing for non-disruptive, point-in-time snapshots of the entire workload. These snapshots protect application workloads from data corruption and data loss through seamless workload recovery in a single click. Costs are based on the consumption of storage.

Additional Managed Services

In addition to its included Operations and Maintenance (O&M) support, ORock can perform managed services within the customer environment for an additional fee. These include:

 

  • Implementation Managed Services – Technical support for customers deploying services or applications within their environment
  • Break-Fix Managed Services – On-demand technical support for customers within their environment
  • Inquiry Managed Services – On-demand technical consultation support for customers
  • General Managed Services – Customized as needed to meet customer requests

ORock Technologies NOC and SOC Services

Support Services

ORock Technologies provides three levels of NOC and SOC services to support the operations and maintenance (O&M) of ORockCloud. These services address the design, build, configuration, security, operations, maintenance, and sustainability of the ORockCloud architecture.

Level 1: ORock’s NOC and SOC are the primary customer interface for ORockCloud implementation, break-fix, and inquiries. NOC services includes network monitoring, customer support, troubleshooting, reporting, and ticketing. SOC services cover security monitoring, alerting and reporting, architecture defense, incident response, and ticketing.

Level 2: ORock’s engineering and security teams deliver Level 2 support for ORockCloud. Engineering support includes operations and maintenance, patching and configuration, incident response and mitigation deployment, network engineering, cloud engineering, and storage engineering. Security support includes incident response and investigation, security engineering and mitigation, fusion analysis, threat and intelligence analysis, compliance assessment, compliance and vulnerability scanning, POAM management, penetration testing, and threat hunting.

Level 3: ORock may escalate and coordinate directly with OEM vendors to support the ORockCloud. ORock will redact customer data when escalating to OEM vendors for support. ORock will resolve escalated actions based on vendor recommendations and provide fix actions with approved ORock NOC personnel.

Application Services

ORock provides application management services for Independent Software Vendors (ISVs) that participate in its Federal Application Authorization Services (FAAS) program. These applications are deployed in a customer environment under the authority of a federal government sponsor. The managed service support of the ISV’s application is specifically documented for its operations, maintenance, security, continuous monitoring requirements, and its unique security incident response plan.

Backup Services

ORock provides backup of the entire environment as part of its FedRAMP authorization in the base offering of ORockCloud, with daily incremental and weekly full backups. ORock also provides tools for customers to manage their own backups and define the timing of when they will occur. ORock’s scalable OpenStack backup and recovery platform can recover any point-in-time with a single click, with user-defined timing for non-disruptive, point-in-time snapshots of the entire workload. These snapshots protect application workloads from data corruption and data loss through seamless workload recovery in a single click. Costs are based on the consumption of storage.

Additional Managed Services

In addition to its included Operations and Maintenance (O&M) support, ORock can perform managed services within the customer environment for an additional fee. These include:

 

  • Implementation Managed Services – Technical support for customers deploying services or applications within their environment
  • Break-Fix Managed Services – On-demand technical support for customers within their environment
  • Inquiry Managed Services – On-demand technical consultation support for customers
  • General Managed Services – Customized as needed to meet customer requests

Get the Support You Need to Operate in the Cloud

Contact ORock Technologies to learn how ORock’s Managed Services can help you improve security, performance, cost predictability, and control.