Managed Network Services Features

What You Get

Full-stack monitoring across endpoints, infrastructure, applications, and cloud.
Remote management with zero disruption—your hardware, our intelligence.
Co-managed control: you define access, we run operations.
AIOps with real-time analytics, root cause isolation, and business impact monitoring.
Custom runbooks, incident workflows, and change management aligned to ITIL.
Extensible toolsets within our automation framework, integrations, and workflows.

What It Means For You

Faster issue detection and resolution.
Secure and compliant operations with full auditability.
Clear escalation paths, 24x7xAlways NOC coverage.
Better visibility into network health, usage trends, and service impact.
Lower operational overhead and increased IT agility.

Our Service Level Objectives & Commitments:

MTTN contract allows for 15 minutes, current performance at 18 seconds (auto-email).
MTTR contract allows 4 hours for P1s/P2s, current performance at 3.27 hrs.
5% monitoring platform uptime.
Engineer response time commitments: 30 minutes (Critical), 1 hour (High), 2–4 hours (Medium to Low).
Quarterly business reviews track SLO adherence, escalations, and CSAT.
MDR SLOs tailored to you, including detection coverage and incident metrics.
Backup compliance (e.g., config snapshots) included in service.
Reporting and reviews help proactively manage SLO risk.

Runbook-Driven Support Model

We co-develop a customized runbook with you that defines escalation paths, change control processes, and support policies — so everyone knows exactly what to do, and when.

Ownership - You own the equipment
Management - XTIUM manages the devices remotely
Control - You control physical access
Backups - XTIUM platform handles configuration backups and changes
Access - You define the access rules and site/device priorities
Includes Training and Warehousing (if applicable).

XTIUM UCaaS Managed Services: Voice with Vision

Enterprise-grade communications support across voice, video, and messaging platforms.

End-to-end monitoring of call routing, SIP trunks, and QoS metrics
Integration with Cisco, Microsoft Teams, Zoom, and more
Incident triage and resolution tied to business-critical impact
Dashboards and alerting tied to service experience—not just device health
Change management and reporting that aligns with regulatory and operational goals

Ideal for: Distributed workforces, hybrid collaboration, voice-critical operations

CCaaS Managed Services: Keep Contact Centers Performing Under Pressure

We ensure your agents stay connected—and your customers stay satisfied.

Real-time health checks across call queues, IVR systems, and agent routing
Platform integrations with Genesys, NICE, Cisco, and Five9
Automated performance baselining and synthetic transaction testing
Escalation workflows designed for high-urgency contact center environments
SLA-driven reporting to maintain compliance and prove uptime

Collab-aaS Managed Services: Power Seamless Collaboration

Support for messaging, content sharing, and team platforms—monitored and managed 24/7.

Full-stack support for Microsoft 365, SharePoint, Slack, Webex, and more
Service degradation alerts before users even notice a slowdown
Availability, usage, and compliance tracking across tools
Governance controls and user access policy monitoring
Unified dashboards to align IT and business collaboration KPIs

Ideal for: Knowledge workers, any project-based teams, remote/hybrid environments

Observability Platform:
Your Infrastructure Command Center

Built for visibility and engineered for results, our observability platform is the command center behind XTIUM MNS.

Unified observability across hybrid and SDx infrastructure
Auto-discovery of assets and relationship mapping
Real-time metrics ingestion and correlation
Service-centric topology mapping with synthetic transactions
Smart analytics, RCA automation, and actionable insights for every alert

Add-on Value:
Integration with ITSM tools, application packages, and enterprise APIs

Benefit to You:
Faster incident response, clearer business alignment, and zero blind spots

Industry-recognized and certified to support your IT needs

Trusted by 1,700+ mid-size and enterprise companies, we operate as an extension of your team—solving problems with urgency and accountability so you can focus on strategy, not firefighting. We are not just another MSP. We're your force multiplier that bring proven frameworks and real-world experience to help you secure, scale and streamline operations with fewer resources. Stop juggling vendors. Stop fighting uphill battles. Work with an IT partner who gets IT.

are now XTIUM