Published service details
Service details from INOC, checked . How to read these terms.
- Who the service is for
- The VISION programme explicitly offers MSP partners white-label NOC services for their own service catalogues. MSP NOC service catalogue / 2026-11-06 (external website)
- Service hours
- The MSP NOC service advertises 24x7 support, with Notification, Tier 1 and Advanced Tier 2/3 scopes. The catalogue also allows a defined service window; set the actual staffed commitment for the chosen model. MSP NOC service catalogue / 2026-11-06 (external website)
- Published security statement
- INOC states ISO 27001:2022 certification for its ISMS and names A-LIGN as certifying agent. Contact the provider for the current certificate and check its legal entity, service scope, locations and validity dates. Source / 2026-11-06 (external website)
Not published: notice period, onboarding fees, team location. Ask for these in the proposal.
Services and plans
| Service | Hours | Price and billing unit | Team | Request |
|---|---|---|---|---|
| Managed / white-label NOC - configured scope | The MSP service advertises 24x7 NOC support. Set Notification, Tier 1 or Advanced Tier 2/3 duties and the purchased team window in the order. MSP NOC service catalogue / 2026-11-06 (external website) | INOC describes device-based quotes or an adaptive flat fee based on observed NOC activity. The initial fee considers device mix, ticket demand and integration work; the adaptive model is reviewed quarterly. No numeric rate or currency is stated. NOC pricing and FAQ / 2026-11-06 (external website) | Shared, hybrid, dedicated and designated NOC models are described. Shared teams use the INOC platform; dedicated teams work exclusively in one client environment. The model, assigned resources and staffed hours belong in the service order. General FAQ / 2026-11-06 (external website) | RFP for this service Service brief |
Terms and working arrangements
- Contact channels - all services
- The NOC service desk processes phone calls, email and other alerts into incidents and requests. These channels describe NOC intake rather than a separately specified end-user helpdesk. NOC service desk / 2026-11-06 (external website)
Service conditions
- Managed / white-label NOC - configured scope: The dedicated turnup page says a typical four to eight weeks, while the general FAQ says six to nine weeks. Obtain the current schedule and prerequisites for the purchased scope; neither range is a guaranteed go-live date. NOC turnup process / 2026-11-06 (external website) General FAQ / 2026-11-06 (external website)
- Managed / white-label NOC - configured scope: The pricing explainer describes a typical quote time of about a week, depending on availability of the required information. A one-business-day contact follow-up is not a completed proposal. Pricing explainer PDF / 2026-11-06 / PDF p. 9 (external website)
Not published for the selected service
- Managed / white-label NOC - configured scope: Tools, Minimum order, Contract length.
Ask for these in the proposal. Terms published for another service do not fill these gaps.
Points to settle before signing
Notification and technical work are separate scopes
Notification support detects events, creates incidents and notifies or escalates until acknowledgement. Tier 1 adds correlation, impact assessment and prioritization; Advanced Tier 2/3 adds deeper troubleshooting. Select those duties in the order rather than treating notification as remediation. MSP NOC service catalogue / 2026-11-06 (external website)
Choose ticket direction and creation authority
Integration options include SNMP traps, email alerts and REST API intake. Ticketing can be one-way or two-way, with NOC-authoritative or client-authoritative ticket creation. Define the selected direction, incident owner, supported fields and reconciliation before launch. Operations and tools integration / 2026-11-06 (external website)
Team allocation changes the working environment
Shared support connects to INOC tools. Dedicated engineers work solely in one client environment; hybrid and designated arrangements combine or share resources differently. Obtain actual capacity, hours, supervision and escalation rules for the selected arrangement. General FAQ / 2026-11-06 (external website)
Flat activity pricing can change after review
Pricing reviews can reflect more devices, longer ticket handling, technology changes or major process changes. Changes to monitoring tools, ticket systems and workflows may add cost. Agree the starting workload, adjustment method, approval and effective date in the quote. Pricing explainer PDF / 2026-11-06 / PDF p. 9 (external website)
Specify separate service clocks
INOC describes a customer-specific SLA and measures such as notification, acknowledgement, answer time, restoration and ticket-update frequency. The page does not supply one numeric response or resolution promise for every NOC order. Service level management / 2026-11-06 (external website)
Regional options require an assigned-location schedule
The global NOC page offers North America-only, EU-only, APAC-only or integrated arrangements and discusses including or excluding jurisdictions. These regional options do not identify the assigned countries, subcontractors or complete data flows for a particular order. Global NOC options / 2026-11-06 (external website)
End-user requests and call routing need their own scope
The broader catalogue separately lists end-user helpdesk service requests and call-center routing. Those entries do not specify a standalone helpdesk plan, its supported applications, channels, staffed window or fees; ask for a separate scope if you need end-user support. MSP NOC service catalogue / 2026-11-06 (external website)
- A flat activity-based quote can be revisited after review. Define the measured workload, permitted adjustment and effective date; quarterly review does not specify a quarterly contract.
- The turnup page describes four to eight weeks, while the general FAQ describes six to nine. Agree one current launch plan and its prerequisites.
- US office addresses and North America, EU or APAC options do not identify every assigned technician or data-processing country.
- The security page states ISO 27001:2022 and asks buyers to request the certificate. Obtain the current covered entity, scope and dates before relying on that statement.
Fits when
- Your MSP needs a NOC partner for infrastructure monitoring and defined incident work, including network, cloud or other specialist environments.
- You want to compare a shared queue with a dedicated or mixed team and can specify the actual staffed window and capacity.
- Your existing monitoring and ticket systems need a defined integration, including which side creates the authoritative incident.
Questions for INOC
- Which technical duties and support levels apply to each tenant, and what remains with our own team?
- Which team model, staffed hours, allocated resources and fallback cover the order?
- Which systems receive alarms and create, update, close and reconcile the authoritative ticket?
- What workload sets the initial price, what can change it, and which minimums, fees, renewal and exit terms apply?
- Which launch prerequisites, assigned countries, security documents and service-clock targets will be included in the signed schedule?
Provider-published customer accounts
These INOC-published cases show how named organizations divided work and changed operating procedures. Read the public case text for that context; agree the current service schedule and fees separately.
INOC's AT&T Business case names Colleen Jacobs in its VA hospital guest Wi-Fi programme. The account describes separating on-site cabling and engineering from NOC and service-desk work, then revising runbooks and ticket escalation as the network expanded. Read INOC's AT&T Business case - checked 2026-11-06 (external website)
INOC attributes its Adtran case to George Faucher, described as Senior Director of Global Services. The account follows a NOC service relaunch: clearer service scope, structured requirements and onboarding, joint product training, and a process for reporting and acting on quality issues. Read INOC's Adtran case - checked 2026-11-06 (external website)