Aegis IR
Rapid Infrastructure Incident Response: Minimize Downtime, Restore Service, and Regain Control
A critical circuit is down. A core switch is unresponsive. A vital application is offline. When your infrastructure fails, every minute of downtime impacts your revenue, reputation, and productivity. Your team is stretched thin, trying to diagnose the root cause while under immense pressure to get services back online.
Aegis Incident Response and Remediation is your dedicated 24/7 engineering support team. Our US-based experts act as a seamless extension of your NOC and operations teams, providing the deep, hands-on expertise needed to rapidly triage faults, restore service, and drive to a permanent resolution.
Aegis Incident Response is part of our comprehensive Aegis Managed Services family of services.
From Basic Remediation to the Most Complex Incidents, We’ve Got IT Covered
The Escalating Crisis of an IT Incident
IT incidents don’t operate on a 9-to-5 schedule, and neither can your response. It often starts with a single failed circuit, but can rapidly escalate into a critical network outage or a complex multi-fabric EVPN-VxLAN failure spanning your public cloud environments. With every tick of the clock, the pressure mounts on your team to diagnose the chaos and restore service, fast.
The Engineer's Dilemma: Too Valuable for Routine, Too Stretched for Crisis
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Routine Incidents Drain Your Best Talent: The constant noise of circuit flaps, basic troubleshooting, and vendor TAC cases consumes the time and focus of your most valuable senior engineers, pulling them away from strategic projects.
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Complex Outages Exceed Your Team's Bandwidth: Truly complex incidents, like multi-cloud networking failures or distributed data center issues, can overwhelm internal expertise, leading to longer resolution times and greater business impact.
The Aegis Solution: A Co-Managed Partnership for Total Incident Coverage
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Expertise and Scale, On-Demand: Our service is a strategic force multiplier. We provide your IT team with the operational scale, deep engineering expertise, and unwavering confidence to resolve incidents of any complexity, at any time.
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Full-Spectrum Response: We are built to cover both ends of the spectrum. We handle everything from basic circuit troubleshooting and vendor TAC escalations to the most advanced multi-fabric incidents, so your team doesn’t have to.
Who We Help & The Problems We Solve:
The Aegis IR Advantage: Our Core Commitments
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Full-Spectrum Incident Coverage
Free your senior engineers from the noise of routine incidents while ensuring you have the deep expertise required for catastrophic failures. We manage the entire spectrum of issues, from basic circuit flaps and vendor TAC escalations to complex, multi-fabric EVPN-VxLAN failures.
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24/7/365 US-Based Engineering Support
Infrastructure doesn't sleep, and neither does our NOC. Our team provides around-the-clock coverage, ensuring that critical incidents are immediately triaged and addressed by expert engineers, not a dispatch service.
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Focused on One Goal: Rapid Service Restoration
Our primary mission during an incident is to minimize business impact by restoring service as quickly as possible. We leverage pre-approved playbooks and deep multi-vendor expertise to take decisive action, reducing your Mean Time to Resolution (MTTR).
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Single-Point-of-Contact Vendor Management
Stop wasting your team's valuable time chasing down carrier and OEM support. We own the entire vendor escalation process, managing TAC cases from open to close and acting as your single point of contact to drive to a resolution.
Frequently Asked Questions
What is Aegis IR?
Aegis IR (Incident Response) is a co-managed service focused on the rapid detection and resolution of operational infrastructure incidents. When critical components like hardware, circuits, or servers fail or experience performance degradation, Aegis IR provides the expert response needed to restore service and minimize business impact.
What specific types of incidents does Aegis IR handle?
Aegis IR is designed to handle critical infrastructure failures that affect your operations, including:
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Network device outages (routers, switches, firewalls)
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Server hardware failures or crashes
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Carrier circuit and connectivity outages
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Application performance degradation triggering critical alerts
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Storage system failures
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Environmental alerts (e.g., power, cooling) impacting hardware
Who is this service for?
Aegis IR is built for any organization where infrastructure uptime is crucial. It is ideal for IT teams that need to:
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Drastically reduce the time it takes to resolve costly outages (MTTR).
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Ensure a 24/7/365 expert response to failures, even outside of business hours.
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Free up senior internal engineers from constant firefighting.
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Gain a partner to manage carrier and vendor escalation during an outage.
How does the Aegis IR process work when an outage occurs?
Our process is built for speed and clarity:
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Detect & Alert: An issue is detected by the Aegis Performance Monitoring (PM) platform, creating a detailed, context-rich alert.
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Triage & Validate: Our 24/7 Network Operations Center (NOC) immediately validates the alert to confirm the impact and initiate the response process.
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Coordinate & Act: We engage your designated points of contact and work as an extension of your team to troubleshoot and resolve the issue. This includes managing escalations with hardware vendors or circuit carriers.
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Communicate: We provide clear, consistent communication throughout the incident lifecycle, so you are never in the dark.
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Resolve & Report: Once service is restored, we provide a summary report of the incident and the actions taken.
What is the role of your Network Operations Center (NOC)?
Our 24/7/365 NOC is the command center for Aegis IR. It's staffed by experienced engineers, not just monitoring technicians. Their job is to provide expert-level analysis and hands-on management of infrastructure incidents from the moment they are detected until they are fully resolved.
How does Aegis Performance Monitoring (PM) support the IR service?
Aegis PM is the foundation of our IR service. The deep visibility and intelligent alerting from our PM platform provide the crucial first step: rapid, accurate detection. This allows our NOC to begin the IR process with a wealth of data, significantly shortening the time needed to diagnose the root cause and begin remediation.
What is the primary business benefit of Aegis IR?
The core benefit is minimizing the cost and impact of downtime. By dramatically improving your Mean Time to Resolution (MTTR), Aegis IR helps protect revenue, maintain customer satisfaction, and ensure business continuity. It transforms your incident management from a reactive scramble into a swift, controlled, and expert-led process.
How do we get started with Aegis IR?
The first step is to schedule a consultation with our team. We will discuss your current operational challenges, review your infrastructure, and demonstrate how our co-managed incident response service can bring reliability and peace of mind to your organization.