WestHub NOC · Managed Monitoring & Support
24/7 monitoring and after-hours support
Networks don't fail on a schedule. When your equipment is on WestHub NOC monitoring, we watch it around the clock, open the ticket ourselves the moment something drops, and put an engineer on the phone whenever you need one — 2 p.m. or 2 a.m.
How the model works
Two kinds of coverage, and it matters which is which
Some of our support runs whether or not anyone picks up a phone. The rest is one call away. Knowing the difference is what makes an after-hours plan actually work.
Always on
Monitoring and ticketing
Runs continuously on our NOC platform. Nothing is required from your team.
- Continuous monitoring of hub routers and mobile units, day and night.
- Automatic ticket creation. A hub router offline opens a ticket. A deployed mobile unit offline opens a ticket.
- Firmware and version compliance tracked across the fleet so drift is visible before it becomes a problem.
On request
Live engineering, 24/7 by phone
Our teams are available around the clock. After-hours engagement happens two ways:
- Reactive. A ticket comes in overnight or on a weekend and you want it worked immediately — call us and we engage.
- Planned. You're doing after-hours work — a cutover, a firmware push, depot maintenance — and we staff the window with you, engineering on the line while you work.
Live engineering is delivered through West Networks Enterprise Annual Support, priced per device.
Monitoring and ticketing are always on. Live support is a phone call away, day or night.
A day on the platform
Coverage doesn't thin out after 5 p.m.
Business hours are when it's easiest to reach us. They are not the hours your network is watched.
Tickets shown are illustrative. Whenever a ticket opens outside business hours, call the 24/7 line if you want it worked immediately.
Rules built around your fleet
A quiet unit isn't always a problem
Generic monitoring treats every silent device as an outage, which is how teams end up ignoring alerts. During onboarding we build rules around how your fleet actually operates — starting with the distinction between units that are deployed and units sitting at your depot.
Mobile Unit 02
State: at depot
Offline → expected. No ticket.
Powered down between deployments. Silence here is normal operations, so it doesn't page anyone and it doesn't land in your queue.
Mobile Unit 01
State: deployed
Offline → incident. Ticket opened.
MOBILE UNIT 01 — NO CHECK-IN
Assigned to WestNetworks NOC
A unit that should be in the field going quiet is an event worth waking up for. The ticket is created automatically, whatever the hour.
What's watched
What we monitor, around the clock
Every managed device reports into one platform, so hub sites and mobile units are visible in the same place instead of across separate tools.
Uptime
Hub routers and mobile units, with check-in expectations tuned per device.
WAN link state
Individual circuit failures, including failover between wired and cellular paths.
Cellular signal quality
Signal strength on mobile units, so degradation is visible before it becomes an outage.
SpeedFusion tunnel state
Bonded and hot-failover tunnels, monitored for disconnects.
Firmware compliance
Version status across the fleet, so no device quietly falls years behind.
Deployment state
Deployed versus depot, so alerting reflects what the unit is supposed to be doing.
Getting on the platform
Onboarding into the NOC
A one-time process per site or unit. It's the step that makes the alerting meaningful rather than noisy.
- 01
Inventory the fleet
We capture the hub sites, mobile units, and serials in scope, and confirm how each one connects.
- 02
Add the equipment to monitoring
Devices are brought onto our NOC monitoring platform and grouped the way your organization thinks about them.
- 03
Build the rules around how you operate
Deployed versus depot, expected check-in behavior, which conditions should open a ticket and which shouldn't. This is where your fleet's reality gets encoded.
- 04
Go live and tune
Monitoring and automatic ticketing start. We adjust thresholds over the first weeks so the alerts you receive are the ones that need a response.
Common questions
Growing the fleet
How does this scale when we add units?
Coverage is built per device. Adding a unit means onboarding that unit — inventorying it, adding it to monitoring, and writing its rules — after which it's watched on the same 24/7 basis as everything else in your fleet.
Because each unit is onboarded individually, there's typically a one-time setup component per unit alongside the recurring monitoring and support. We scope both when you tell us what you're adding.
Do we need to be watching for alerts ourselves?
No. Monitoring and ticket creation are ours, and they run whether or not anyone on your side is logged in. You'd call us when you want a ticket worked right now, or when you want engineering staffed for a window you're planning.
What counts as after-hours engagement?
Two things. Reactive: a ticket opens overnight or on a weekend and you want us on it immediately. Planned: you're doing after-hours maintenance and want engineering on the line with you. Both are available on request, 24/7, by phone.
Can we get support for equipment that isn't on NOC monitoring?
Yes — our support teams are reachable 24/7 regardless. What monitoring adds is that we see the problem and open the ticket without waiting for someone to report it.
Talk to us about your fleet
Tell us what you're running and what you're adding, and we'll scope monitoring, onboarding, and after-hours coverage around it.