MasterCare™ Remote Site Engineer

Occasionally IT departments with very large networks find themselves spending a considerable amount of time managing the network management environment itself. To free up the resources to focus on the primary goal of ensuring peak network and application performance, NetScout created a program called Remote Site Engineer (RSE) that assigns a Level 3 support engineer as an adjunct member of your network operations’ team.

Help is Only a Call Away
The RSE dedicates 20 hours per week to managing your NetScout environment. Although remotely located at a regional NetScout facility, the RSE functions as an integral member of your network support team.  In addition to providing your company with a single point of contact into the NetScout support organization, the RSE performs all backend administration and support.

Your RSE has the technical expertise to help you increase the effectiveness of your NetScout environment and is able to offer you remote support to mitigate risk and resolve issues quicker and more effectively, resulting in a quick time to achieve maximum business value for your NetScout investment.

• Daily health and stability check on both the devices and the data
• Remote assistance with day-to-day, backend administration of your NetScout performance management environment, including operating system and firmware upgrades, hardware maintenance, software patches and service pack installation, and ongoing oversight of monitored element (MEL) changes

• Backup maintenance, such as regular configuration, password and community string backups, as well as off-sight storage of the data required during disaster recovery efforts

• Customization assistance for designing new reports, defining targeted workspaces, discovering and configuring complex, custom and unknown applications, integrating third-party tools, etc.
• Implementation assistance installing and configuring new NetScout hardware and software

• Resolving support issues, escalating service needs and advocating product enhancement requests
• Free unlimited registrations to the NetScout User Forum (NUF) conference

The MasterCare Onsite Engineer program is an extension of NetScout's MasterCare Support service and requires that you purchase and maintain MasterCare coverage on all NetScout products prior to and throughout the life of your OSE contract.