Network Support

NettBit Solutions provides reliable, secure, and SLA-driven network support to keep your business connected without interruption.

We manage LAN/WAN networks, routers, switches, Wi-Fi, firewalls, and internet connectivity with a proactive approach that reduces downtime and improves performance.

✔ Fast response as per AMC plan
✔ Proactive preventive maintenance
✔ Secure and structured troubleshooting
✔ Dedicated support team

• LAN & WAN network setup and support

• Router, switch & wireless network management

• Wi-Fi installation, optimization & troubleshooting

• Firewall configuration & basic network security

• Internet connectivity & ISP coordination

• Network performance monitoring

• IP addressing, VLAN & access management

• Preventive maintenance & health checks

• Remote and on-site network support

• Network issue diagnosis & resolution

Commercial Notes

• Pricing is indicative and may vary based on network size, number of devices, and complexity

• Annual AMC validity is 12 months from the date of activation

• Hardware replacement, cabling, and civil work are not included unless mentioned separately

• Third-party hardware, software, or ISP-related issues are supported on a best-effort basis

• On-site visits are limited as per the selected AMC plan

• Additional on-site visits or out-of-scope work will be chargeable

• Customer must provide necessary access, credentials, and approvals for support activities

• Service delivery is governed by defined SLA and escalation matrix

• GST will be charged extra as applicable under government norms

NettBit Solutions delivers Network Support Services in alignment with industry best practices, contractual commitments, and applicable regulatory requirements. Our service processes are designed to ensure security, reliability, transparency, and compliance across all customer engagements.

Our Compliance Commitment

• Adherence to defined Service Level Agreements (SLAs) and response timelines

• Alignment with industry-standard IT service management practices

• Strict data confidentiality and access control protocols

• Secure handling of customer credentials and network information

• Compliance with customer-defined IT, security, and operational policies

• Controlled change and configuration management procedures

• Proper documentation, audit trails, and service reporting

• Ethical, lawful, and professional service delivery at all times
  
  

Data Protection & Security

We follow recognized security best practices to protect customer networks, systems, and information from unauthorized access, misuse, or disruption.

Overview

NettBit Solutions provides structured, SLA-driven network support services.

We manage LAN and WAN infrastructure to ensure high availability.

Our services include secure routing, switching, and firewall controls.

Proactive monitoring and preventive maintenance reduce operational risk.

Incidents are handled through a defined escalation and support process.

Our approach ensures stability, security, and business continuity.

Purpose

This SOP outlines how we deliver Network Support Services to ensure stable connectivity, minimal downtime, strong security, and consistent service quality for all our customers.

Scope of Services

Our Network Support Services cover:

• LAN & WAN network support

• Routers, switches & wireless devices

• Firewall & basic network security

• Internet connectivity & ISP coordination

• Preventive and corrective maintenance

These services apply to AMC clients (Basic, Standard, Premium) as well as non-AMC support requests.

Our Support Team Responsibilities

Network Support Engineer

• Diagnose and resolve network issues

• Perform network configuration & maintenance

• Document issues and solutions

Support Coordinator

• Log service requests

• Assign tickets to engineers

• Track response time and customer communication
  
  

Service Manager

• Ensure SLA compliance

• Oversee service quality

• Manage AMC renewals and client relationships
  
  

Service Request Process

Ticket Logging

• Requests accepted via Phone, Email, WhatsApp, or Support Portal

• Each request is logged with issue details, priority, and time

• A unique Ticket ID is generated
  
  

Issue Priority Levels

• Critical: Complete network failure, firewall down

• High: Slow network, Wi-Fi not working, intermittent issues

• Medium: Configuration changes, device additions

• Low: Advisory support, documentation
  
  

Response Time Commitment (SLA)

• Basic AMC: Response within 24 working hours

• Standard AMC: Response within 12 working hours

• Premium AMC: Response within 4–6 working hours
  
  

Note: Resolution time may vary depending on issue complexity, ISP response, or hardware availability.

Troubleshooting Approach

We follow a structured resolution process:

• Remote diagnosis first

• Physical and connectivity checks

• Network & IP configuration verification

• Router, switch & firewall log analysis

• Connectivity testing and corrective action

• Final confirmation with customer
  
  

On-Site Support

• On-site visits provided as per AMC plan

• Engineer arrives with required tools and access

• All changes are documented

• Job closure after customer confirmation
  
  

Preventive Maintenance

Preventive maintenance is performed as per AMC plan and includes:

• Network health assessment

• Firmware and configuration review

• Configuration backups

• Wi-Fi performance check

• Security & access review

• Preventive maintenance report shared with customer
  
  

Change Management

• Customer approval required before any network changes

• Changes documented before and after execution

• Rollback plan maintained for critical changes
  
  

Security & Data Protection

• Industry best practices followed for network security

• Strict confidentiality of customer data

• Credentials handled securely and shared only with authorization

• Compliance with customer IT policies
  
  

Documentation & Reporting

• All tickets and resolutions are recorded

• Periodic service reports for AMC customers

• Network and asset documentation updated when required
  
  

Escalation Process

• Level 1: Network Support Engineer

• Level 2: Senior Engineer

• Level 3: Service Manager / Vendor / ISP
  
  

Service Exclusions

The following are not included unless mentioned in the AMC agreement:

• Hardware replacement

• Cabling or civil work

• Third-party software issues
  
  

Review & Updates

This SOP is reviewed annually or whenever service scope changes to ensure continuous improvement.