Always Available Support
As a result of the changes in how many of us now work, the reliance on experienced, certified and readily available technical and cyber security support is at an all-time high.
With reduced staff numbers and limited funds available, many of our customers are under pressure to deliver new strategic projects whilst at the same time, ensure that their infrastructures are available and secure at all times.
This has resulted in a huge increase for ‘always available’ support and managed services that help customers focus on project delivery, rather than be consumed by day-to-day business as usual tasks, unforeseeable problems and cyber breaches.
// Our Services
New Demands,
New Services
To meet this rise in new demand, we have enhanced our support and security services to meet all customer requirements. We have also renamed our offerings, so it’s easier to understand what they actually provide:
- Maintain
- Monitor (KARMA™)
- Manage
All services are operated from our 24x7x365 staffed Network Operations Centre (NOC) and Security Operations Centre (SOC) ensuring support availability at all times.
The Shift: Proactive Monitoring vs. Reactive Support
Downtime isn’t just an inconvenience; it’s a financial and reputational risk. Most support providers wait for you to call them. KHIPU changes the dynamic by identifying issues before they impact your users.
Through KHIPU’s KARMA™ (KHIPU Automated Remote Monitoring Application), we observe every aspect of your environment in real-time, providing the network visibility your internal team needs to stay ahead of outages.
// Our Solution
Tiered Network Support Solutions.
We offer flexible support models designed to act as an extension of your IT department:
- Maintain (Break-Fix Support)
Rapid hardware replacement and expert technical assistance for when the unexpected happens. - Monitor (Proactive Alerting)
Powered by KARMA™, we monitor your routers, switches, and security stacks 24×7, alerting you the moment a threshold is breached.
- Co-Managed Support
A collaborative model where our engineers work alongside your team to manage adds, moves, and changes. - Fully Managed Services
Total peace of mind. KHIPU assumes full responsibility for the health, patching, and performance of your critical devices.
Integrated NOC & SOC Excellence
KHIPU is one of the few providers to offer a truly integrated Network (NOC) and Security (SOC) (XOC) approach.
Network Operations Centre (NOC)
Focused on uptime, latency, and performance. We manage traffic patterns to eliminate bottlenecks.
Security Operations Centre (SOC)
Focused on threat detection and response. Using AI-driven tools like Cortex XSOAR, we automate the containment of cyber threats.
The Unified View
Consolidated reporting across your entire IT estate.
Guaranteed Service Levels (SLAs).
We don’t just promise support; we guarantee it with industry-leading SLAs:
- Priority 1 (Critical)
30-Minute Initial Response. - Hardware Replacement
Advanced replacement options with or without an onsite engineer. - Regular Health Checks
Quarterly service reviews to ensure your ROI and future-proof your infrastructure.
Support Services FAQs.
What is the difference between NOC and SOC support? More
A Network Operations Centre (NOC) focuses on the performance and uptime of your infrastructure (e.g., is the switch working?). A Security Operations Centre (SOC) focuses on protecting your data and detecting threats (e.g., is there a breach?). KHIPU integrates both to provide a holistic support model.
How does the KARMA™ monitoring tool work? More
KARMA™ is our proprietary monitoring application. It uses SNMP and deep-packet analysis to observe your environment 24×7. It automatically identifies performance dips or hardware failures and immediately alerts our NOC/SOC teams, often before your users notice an issue.
What are your standard response time SLAs? More
KHIPU offers tiered SLAs based on the severity of the incident. For Priority 1 (Critical) issues, we provide an initial response within 30 minutes. This speed is consistent 24x7x365, regardless of whether it’s a weekend or a holiday.
Can you support a multi-vendor environment? More
Yes. Unlike many providers, KHIPU specialises in multi-vendor support. We have deep expertise in HPE Aruba, Cisco, Palo Alto Networks, Fortinet, Checkpoint, and Infoblox, allowing us to manage your entire network from one place.
Do you offer onsite engineering support? More
Absolutely. While many issues can be resolved via remote access, we offer support packages that include Advanced Hardware Replacement with an onsite engineer to perform the physical swap and configuration restore, ensuring minimal downtime.