Alerts and Notifications
IZO™+ Multi Cloud Connect keeps you informed through the TCx portal and through notifications sent to the contacts you nominate. Every incident, service and change request lets you choose who receives updates, and the portal surfaces alarms and their ageing so nothing is missed. Tata Communications monitors the service proactively as part of service assurance.
How you stay informed
Notifications in TCx are built around two ideas: updates on the work items you raise, and proactive alarms that Tata Communications monitors on your behalf.
When you raise an incident, service request or change request, the creation form includes a Select Contact step. You choose which contacts should receive updates for that item, and they are notified as its status changes. This means the right people (for example, the site owner and the network lead) are kept in the loop for each connection without every user having to watch the portal.
Nominating notification contacts
The contact step works the same way across all three request types:
|
Step |
Action |
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1 |
Open Support & Maintenance from the side bar, or find the service in Inventory using Service Id, Site ID, Site Name, Location or Alias. |
|
2 |
Start the request (New Incident, New Service Request or New Change Request) and complete the details. |
|
3 |
At Select Contact, add or remove the people who should receive updates for this request. |
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4 |
Submit. The nominated contacts receive notifications as the request progresses, and an on-screen confirmation shows the ticket has been created. |
Alarms and alarm ageing
Beyond per ticket updates, the reporting workspace includes an Alarm Ageing Report, which shows outstanding alarms and how long each has been open. Used alongside the live monitoring dashboards, it helps you and Tata Communications track whether alarms are being cleared within expected timeframes.
Proactive service assurance Service assurance is part of the managed service: Tata Communications monitors the connectivity and raises or acknowledges tickets when it detects a problem, rather than leaving detection solely to you. You can also acknowledge probable tickets and raise incidents yourself from Support & Maintenance or from Inventory.