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NOC Services

A 24/7 NOC, white-labeled for your subscribers.

Engineers on shift around the clock — watching your network, answering tickets in English, Hindi, Punjabi and Tamil, and escalating on agreed SLAs. Your subscribers see your brand; we’re the team behind it. Run it standalone, or as overflow and overnight cover for the desk you already have.

See the SLA matrix →
24×7
Eyes on your network
15 min
P1 response target
4 langs
EN · HI · PA · TA
White-label
Your brand on every ticket
§ 01What’s included

Your operations desk, on our roster.

01Monitoring

Proactive eyes, before the phone rings.

We poll your links, BGP sessions, and devices on a tight interval and alert on the anomaly, not just the outage. Flap detection, threshold baselines, and synthetic reachability checks from every POP — so the ticket is often open before your subscriber notices.

  • PollingSNMP · BGP · ICMP · synthetic
  • AlertingThreshold + anomaly
  • VantageFrom all 4 POPs
02White-label desk

Your brand on every ticket.

Tickets, email, and phone greetings all carry your operator brand. Subscribers reach “your” NOC; the engineers happen to be ours. Signatures, hold messaging, and status-page wording are configured per partner — Esto never surfaces downstream.

  • BrandingTicket · email · phone
  • InvisibleEsto never surfaces
  • Per-partnerOwn tone & wording
03Ticket SLAs

Response targets by severity, in writing.

Every ticket lands a severity — P1 through P4 — with a committed response time, an update cadence, and a documented escalation path. You get the matrix in the contract, and monthly reporting against it. No “we’ll get to it”.

  • SeveritiesP1 · P2 · P3 · P4
  • P1 response15 minutes
  • ReportingMonthly, against SLA
04Languages

Support in the language your subscribers speak.

The desk answers in English, Hindi, Punjabi, and Tamil — on Indian time, not a timezone that’s asleep when your town is awake. Regional coverage matters when the caller is an LCO’s field technician, not a network architect.

  • SpokenEN · HI · PA · TA
  • Hours24×7 · IST-anchored
  • VoicePhone · ticket · chat
05Integration

Plugs into the tooling you already run.

Webhooks into your ticketing, connectors for common CRMs, and an API for two-way sync. We’ll ingest your device inventory and topology, or run the monitoring stack ourselves — whichever leaves you less to babysit.

  • PushWebhooks · API
  • CRMCommon connectors
  • InventoryYours or ours
§ 02SLA & escalation

Every ticket gets a severity and a clock.

SeverityResponse targetUpdate cadenceEscalation
P1 · CriticalOutage / hard down
15 min
Every 30 min
NOC lead → Head of Ops within 60 min
P2 · MajorDegraded / partial
30 min
Hourly
NOC lead within 2 hr
P3 · MinorNon-service-affecting
4 hr
Daily
On request
P4 · RequestChange / info
Next business day
On update
Scheduled

Backed by a 99.9% backbone availability SLA and a 4-hour MTTR target on core faults. Response targets are the standard tier; tighter targets are available per RFQ. All times measured in IST.

§ 03Integration

Reaches you where you already work.

Webhooks

Ticket events pushed to your endpoint in real time.

CRM connectors

Two-way sync with the common Indian ISP CRMs.

REST API

Pull ticket state, post updates, reconcile inventory.

Status pages

Branded status page fed from live monitoring.

§ 04Spec sheet

The parameters, in full.

CoverageHours
24×7×365 — engineers on shift, IST-anchored. No follow-the-sun gap over an Indian night.
StaffingWho answers
Network engineers, not scripted first-line. Escalation to seniors and Head of Ops on the matrix.
LanguagesSpoken
English · Hindi · Punjabi · Tamil across phone, ticket, and chat.4 languages
ChannelsContact
Phone · email · ticket portal · chat — all white-labeled to your operator brand.
MonitoringWhat we watch
SNMP · BGP session state · ICMP reachability · synthetic checks from all 4 POPs, with anomaly + threshold alerting.
SLAResponse
P1 15 min · P2 30 min · P3 4 hr · P4 next business day. Documented escalation matrix, monthly reporting.P1 15 min
IntegrationTooling
Webhooks · REST API · CRM connectors · branded status pages. Bring your inventory or let us run the stack.
BrandingWhite-label
Fully white-labeled — Esto never surfaces to your subscribers. Per-partner tone, signatures, and wording.

Standard offering; enhanced SLAs, dedicated pods, and custom integrations are scoped per RFQ.

§ 05Use cases

Who buys this, and why.

LCO · no desk

A NOC without hiring one.

An LCO running a few thousand subscribers can’t staff a 24-hour desk, but its subscribers still call at midnight. It white-labels our NOC — the calls get answered, the tickets get worked, and nobody downstream knows the engineers aren’t on its payroll.

White-label · 24×7 · full desk
Regional ISP

Overnight and overflow cover.

A Tier-2 ISP has a day-shift desk but goes dark at night. It hands us the 22:00–08:00 window plus daytime overflow — same tooling, same tickets, seamless handover — so its own engineers stop pulling graveyard shifts.

Overnight · overflow · handover
Multi-region operator

One escalation matrix across regions.

An operator across several states wants a single, consistent escalation path and reporting standard rather than four regional desks doing it four ways. One NOC, one matrix, one monthly SLA report — regional language coverage included.

Consistent · reported · multi-region
§ 06FAQ

Questions operators ask.

01Will my subscribers know it's Esto?+
No. The desk is fully white-labeled — ticket branding, email signatures, phone greetings, and any status page all carry your operator brand. Esto does not surface to anyone downstream of you. We configure the tone and wording per partner during onboarding.
02Do real engineers answer, or a script?+
Network engineers. First contact is someone who can read a BGP table, not a call-centre script reading from a decision tree. Complex tickets escalate to seniors and, on P1, to the Head of Ops within the hour per the matrix.
03Can you use our existing ticketing and CRM?+
Yes. We integrate via webhooks and a REST API, with connectors for the common Indian ISP CRMs. We'll work inside your system, or run ours and sync state back to you — whichever means less duplicate data entry for your team.
04Which languages do you support?+
English, Hindi, Punjabi, and Tamil across phone, ticket, and chat, 24×7 on IST. Additional regional language coverage can be scoped per RFQ where volume justifies a dedicated pod.
05Can I use you only overnight?+
Yes. Many partners run their own day desk and hand us the overnight window plus daytime overflow. We agree the handover windows and shared queues so tickets don't fall between the two teams.
06How do you report against the SLA?+
You get a monthly report: tickets by severity, response and resolution times against target, breaches and their causes, and trend lines. The escalation matrix is in the contract, so "what should have happened" is never ambiguous.
§ 07Request a quote

Hand us the pager. We’ll come back in 24 hours.