24/7 Monitoring and After-Hours Support
Networks don't fail on a schedule. On WestHub NOC monitoring, we watch your equipment 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.
CALL 24/7 SUPPORTTALK TO US ABOUT YOUR FLEETTwo 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 work.
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 when a hub router or a deployed mobile unit goes offline
- Firmware and version compliance tracked across the fleet, so drift is visible early
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 now. Call us and we engage.
- Planned. You are doing after-hours work, like a cutover, a firmware push, or depot maintenance, and we staff the window with you.
Live engineering is delivered through West Networks Enterprise Annual Support, priced per device.
Coverage Doesn't Thin Out After 5 p.m.
Business hours are when it is easiest to reach us. They are not the hours your network is watched. Whenever a ticket opens outside business hours, call the 24/7 line if you want it worked immediately.
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 deployed versus depot.
Offline → expected. No ticket.
Powered down between deployments. Silence here is normal operations, so it does not page anyone or land in your queue.
Offline → incident. Ticket opened.
A unit that should be in the field going quiet is worth waking up for. The ticket is created automatically, whatever the hour.
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.
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 each unit should be doing.
Onboarding Into the NOC
A one-time process per site or unit, and the step that makes alerting meaningful instead of noisy.
Inventory the Fleet
We capture the hub sites, mobile units, and serials in scope, and confirm how each connects.
Add to Monitoring
Devices join our NOC platform, grouped the way your organization thinks about them.
Build the Rules
Deployed versus depot, expected check-ins, and which conditions open a ticket.
Go Live and Tune
Monitoring and ticketing start, and we tune thresholds over the first weeks.
Frequently Asked
How does this scale when we add units?
Coverage is built per device. Adding a unit means onboarding it: inventorying it, adding it to monitoring, and writing its rules. Because each unit is onboarded individually, there is typically a one-time setup component per unit alongside the recurring monitoring and support. We scope both when you tell us what you are 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. Call us when you want a ticket worked right now, or when you want engineering staffed for a planned window.
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 are 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.
Scope Your Monitoring and After-Hours Coverage
Tell us what you are running and what you are adding. Support: (352) 316-7704 · support@westnetworks.com · Sales: (352) 316-7701
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