Additional Local RAD/DNS Server When additional servers are needed for redundancy, NRTC will provide a local caching DNS, DHCP, RADIUS, Proxy and other services on supported hardware. Remote installation assistance as well as remote management of the server is included.
App Portal App Portal is the brandable web-based end user interface we provide as part of the Member Program. It allows NRTC to present services to the end user of a Member as if the Member was providing a web-based portal for accessing account management tools, paid services, links and other important information.
AuthoritativeDNS NRTC provides master authoritative DNS services through a cluster of cloud-based DNS servers. Our engineers will work with your team to configure settings and master DNS zones on the authoritative servers.
Business Email (formerly Business Mail Lite) A business email solution that Members can sell to local businesses in their markets. Accounts are set up under the business’s domain and each seat includes 5GB of storage. Features include web-based or client-based email with spam and virus protection, calendar, contacts, chat, file storage, and file sharing. Includes 24x7x365 support via a dedicated phone number.
CALEA Compliance The Communications Assistance for Law Enforcement Act (CALEA) enhances the ability of law enforcement and intelligence agencies to conduct electronic surveillance by requiring that telecommunications carriers and manufacturers of telecommunications equipment modify and design their equipment, facilities, and services to ensure that they have built-in surveillance capabilities, allowing federal agencies to monitor all telephone, broadband internet, and VoIP traffic in real-time. Since CALEA was first passed in 1994, it has been greatly expanded to include all VoIP and broadband internet traffic.
CrowdFiber CrowdFiber is a sales and marketing automation platform. This platform helps providers analyze their geographic markets, deliver a competitive online buying experience for their customers and grow smarter. CrowdFiber allows providers to insert address searches on their website and integrate with many CRM, GIS, and billing systems.
CSR & Sales Training (formerly Next-Gen Employee Training) A full-day, virtual training session tailored to the Member’s specific service set and their team’s background to ensure maximum effectiveness. The goal of the training is to enable CSRs to understand how best to satisfy customers to reduce churn and upsell to increase revenue.
Custom Services Special projects that take advantage of NRTC’s unique skillsets and experience to accomplish goals and provide services outside our other defined offerings. Details of the services will be included within specific Member agreements.
DDoS Mitigation The Network Operations Center will provide the Member with DDoS Mitigation Services to identify, isolate, and mitigate Distributed Denial of Service (DDoS) attacks as they begin to involve and affect the Member’s network.
Managed Speed Test Provides an affordable way to have a branded, locally hosted speed test that is capable of supporting speeds of up to 20 Gbps. In addition to providing your customers with ping, jitter, download and uploads speeds based on your network, you get access to the test results and don’t have to worry about the data being sold or shared elsewhere.
Marketing Essentials Toolkit (formerly Core Marketing Support) Set of core marketing-related services designed to support efforts to grow revenue and strengthen existing customer relationships. Services include marketing collateral, educational collateral, mass email marketing platform, and supporting content for social media.
MyBackup MyBackup is a resellable cloud data backup and recovery service designed for residential subscribers.
Network Traffic Analysis Network Traffic Analysis is a monitoring and analysis tool that Members can use to gain insight into what is happening on their networks in real time. Through a web-based dashboard that presents a number of displays and reporting functions, Members can monitor and track internet traffic levels and patterns, device and applications usage, capacity levels as well as specific subscriber activity.
Network Traffic Analysis: DNS Insights More and more content on the internet is being hosted within Content Delivery Networks (CDNs) so it can be difficult to identify your traffic by type (video, gaming, social media, etc.) and applications (Disney+, XBOX, Instagram, etc.) using network flows alone. DNS Insights can unlock additional dimensions of flow data that provide you with granular and insightful information about your users traffic and traffic from the network as a whole.
Network Utility Server (NUS) (formerly Authentication/IP Management) Delivers a variety of services ISPs lean on to run their business. Deployed directly on the member’s network, the solution is a turn-key offering with capabilities of supporting the following services:
Broadband Access Control
IP Management
DHCP
Authentication Management
DNS Caching
Speed Test
Additional Applications
FTP Server
Email Proxy
Private IP Address Probe (NOC Services)
Network Traffic Analysis: DNS Insights Probe Our Members benefit from the high level of customization with each deployment along with the ‘managed’ approach we take to the hardware and the software services included with the solution. NRTC currently has over 180 Network Utility Server deployed.
NOC Services: Network Monitoring and Network Management Network Operating Center (NOC) Monitoring will be provided on a 24x7x365 basis for the contracted devices. NRTC will monitor the status of each device, validate alarms, and respond to events on the network as they occur by escalating the alarm to the appropriate contact and tracking to resolution.
Devices contracted for NOC Management will include maintenance and strategic input provided by NRTC. During Network events, if contracted devices are impacted, NRTC will troubleshoot the issue and work with all necessary parties to resolution of the issue. Root cause analysis will then be performed, and recommendations provided to minimize the risk of recurrence.
Network Monitoring
Watch
Respond
Track to Resolution
Network Management
Resolve
Configuration Backup & Restore
Moves/Adds/Changes
Carrier escalation
Device maintenance
Network Probe Server
NovaSecure The NovaSecure Cybersecurity Suite is available on a monthly per subscriber basis and consists of the following components. Self Analysis & Security Policies: NRTC will provide access to a self-risk analysis and will help Affiliates develop a custom security policy for their network, facility and staff. Website Protection: NRTC will protect Member websites in real time from brute force and DDoS attacks, cross-scripting, intrusion detection and prevention. Monthly Network Scans: NRTC will perform monthly scans on Member’s web servers, routers, switches and firewalls to reduce areas of vulnerability on their core network. Security Staff Training: NRTC can help educate and reduce internal risks by keeping Member staff constantly aware of the latest techniques in phishing and vulnerabilities in the workplace.
NovaSupport Ticketing System NovaSupport is a web-based issue ticket management and tracking system used to communicate, route and manage work requests and support issues among NRTC personnel and Members. The system employs security and permissions clearance levels to manage ticket access, Assignment and Escalation capability, access to User/Team Administration, Domain Management, the Knowledge Base and the Reporting Engine. The system also employs emails notifications to the ticket originator, assigned prime, and work team captain in some cases when tickets are updated, escalated, or remain idle for too long. Recipients can respond to these emails and the contents of the response will be captured in the ticket details.
NovaSubscriber Subscriber Admin System NovaSubscriber allows Members to manage their services, systems, and subscriber settings. It includes a web-based user interface as well as a fully documented web-services API. Various roles and permissions can be granted to CSRs, technicians, administrators, support personal, or other users that may need access. Member or domain-wide settings, service specific settings, and user specific settings are made available depending on the role of the user and the services provided. NovaSubscriber can be configured to include an end-user facing portal (the App Portal), as well as a provisioning engine that pushes changes to the appropriate back-end systems. Various reports and data export capabilities are available from within the user interface as well as via the API.
Operational Intelligence Operational Intelligence is a vendor-agnostic analytics platform that proactively helps optimize a broadband provider’s business. The platform correlates all traffic that flows across your network with infrastructure elements, subscribers, traffic types, security information, location, social media, weather and more in real-time. Operational Intelligence provides value across all areas and levels of your business by turning operational data into actionable intelligence.
The platform is particularly valuable in helping you be more effective managing your network by alerting only on what matters and automating tedious tasks. It can identify potential service and subscriber issues using machine learning and real-time data analysis so you can address them before they happen. Easy-to-understand dashboards which can easily drill down to views at the user or infrastructure element level allow you to troubleshoot more quickly and effectively. Custom alerts and actions ensure the appropriate teams are notified at the right time. You can opt to monitor the software data yourself or have NRTC’s experienced NOC technicians monitor your entire network 24x7x365.
ResidentialEmail Hosted Email. NRTC offers a residential email solution with spam-filtering and a full productivity suite that includes contacts, calendars, tasks, and file storage & sharing. Users can access their account via a full-featured web-based interface, traditional desktop-based email clients or mobile device email clients.
SilverSky Cybersecurity Service Descriptions
Lightning MDR (Managed Detection & Response) Gives your security team visibility inside the network, across cloud environments and threats happening globally. Alert impact scores, based on specific customer risk profiles, are analyzed through our global Security Operations Center (SOC), with skilled analysts responding to critical issues 24×7.
MEDR/MEPP (Managed Endpoint Protection & Response) Delivers visibility into your growing endpoint environment, with detection and remediation supported by machine learning to help you proactively eliminate threats and meet compliance objectives.
EPS (Email Protection Services) Email Protection delivers a complete, fully integrated suite of email security solutions to protect your company’s most critical business communications service.
Security Awareness Training & Phishing Testing (Aware) Our Cyber Security Advisory team (CSA) integrates threat intelligence and real-time attack profiles to provide training and testing using current social engineering tactics being leveraged by attackers. The threat profiles are based on Security Operations Center metrics, industry research and customer risk profiles.
Managed Multi-factor Authentcation with DUO (Connect) Essentials MFA has you covered with secure access for users and devices in any environment. Advantage plan also includes management assistance to support Cisco Duo MFA platform.
Network Protect (Managed Firewall) Provides 24×7 proactive administration of your network security infrastructure; includes full management, monitoring & response of the bundle which consists of Managed Firewall, Intrusion Detection Prevention Services (IDPS), Web Content Filtering, Gateway Anti-Virus and remote access that includes two factor SSL VPN.
Vulnerability & Cyber Risk Management Service (Insight) Developed in partnership with CODA Intelligence that addresses the challenges of identifying new vulnerabilities, prioritizing remediation based on corporate business impact & gaining complete visibility into asset inventory.
CSA (Cybersecurity Advisor) Service consists of a dedicated security professional who meets with you quarterly and assesses current services, interprets reporting metrics, identifies potential gaps & provides overall guidance.
NIST Cybersecurity Framework Gap Assessment Identifies potential gaps that may exist in your ongoing compliance efforts and assesses procedures based on the latest NIST CSF Security Standards. This project will focus on your policies, procedures, practices, IT environment and existing compliance efforts.
Internal & External Penetration Testing Identifies the feasibility of an attack and determines the extent of impact of a successful exploitation of systems against one or more realistic objectives.
TrustMAPP TrustMAPP offers a standardized methodology, customizable assessments, and exceptional visibility into completion status. This tool is focused on enabling clear, actionable communications amongst security leaders, their teams, the C-suite, and the board of directors.
CISO Advisory Block of Hours Provides 20, 40 or 80 hours of time for a CISO to assist with developing a strategic program direction, oversight, and guidance towards building and maintain a cyber security program. This service is intended to be a program with several key objectives and milestones to assist the customer in the development of a cyber resilient security program.
M-IR (Managed Incident Response) MIR works in conjunction with your existing SilverSky MDR to reduce the time to detect, respond and recover from cyber incidents. The two services together combine all the key elements of incident response preparation, detection and analysis, containment and eradication and post incident recovery into one lifecycle solution.
SilverSky (Legacy) Cybersecurity Service Descriptions
Event Monitoring and Response Service Description (Legacy)
Technical Support (formerly NovaDesk) Technical Support is a subscriber-facing support center utilizing phone, email and chat technologies to solve subscriber technical issues, answer questions, and act on behalf of Members and their brand. NRTC will work with Member to capture preferred troubleshooting processes and will train technicians on those processes as well as general troubleshooting and customer service techniques. Technical Support uses proven technologies and processes to allow Technicians to present themselves to subscribers under the appropriate Member brand. This in turn allows the Member to market itself as a full-service, fully supported ISP. Available tech support includes Voice, Video, Data, and Wi-Fi. Platinum support involves agents being trained and logging into Member-owned systems as part of the support process.
Tier 2 Technical Support Tier 2 Technical Support is a premium support add-on available to members that have our base Technical Support service. Tier 2 is a residential customer and device support utilizing phone, email, and chat technologies to solve more advanced subscriber technical issues, answer questions and act on behalf of members and their brand. The service is staffed by senior technicians and leads to give customers access to deeper expertise and broader system knowledge for faster resolution for complex issues. Available tech support includes Voice, Video, Data, and Wi-Fi plus assistance for field techs during installs and service visits. Tickets are tracked in ServiceDesk.
Website Development, Hosting, and Maintenance (formerly MyCommunity) Variety of website-related services, including:
Website Design Creation or relaunch of website, including optimization of existing content. Predefined design templates will be used to create 5-page website, incorporating existing content, links, newsletters, etc. Administrative access will be provided along with training on the website management platform. Additional pages and related services, such as content writing or graphic design, can be added during planning but will be billed separately.
Website Hosting and Maintenance Maintenance includes text, image, color and graphic adjustments/updates (does not include new creation). Hosting includes staging, development and production environments hosted and backed up daily in a secure environment (https). Includes all WordPress and Plug-in updates as needed.
Hosted Broadband Calculator Hosted “How Much Bandwidth Do You Need?” embeddable broadband calculator with monthly analytic reporting.
