AT&T Global Public Sector Enterprise Management Center is located in Oakton, Virginia, with a back-up center in New Jersey for disaster-recovery purposes. The center was opened in February 2003 to meet the specific managed service requirements of Federal government agencies.
The Enterprise Management Center provides AT&T Government Solutions managed-services customers with primary support of enterprise-wide equipment and network operations. This support encompasses managing customer-premise devices, identifying sources of problems, and resolving configuration issues. The center interfaces directly with clients, responding to their requests and notifying them on problems and service impacts. When necessary, the Enterprise Management Center engages hardware, software, and service vendors in order to troubleshoot and resolve network/equipment problems on behalf of customers. The center is staffed around the clock with network operations specialists who are empowered to make any needed configuration changes to resolve customer issues.
The Enterprise Management Center works jointly with other AT&T support centers. For example, the AT&T Global Network Operations Center (GNOC) in New Jersey notifies the center of all major network events. If Enterprise Management Center-supported customers are affected, a center manager will work with the AT&T GNOC to ensure the service requirements of government customers are fully met.
To address the unique requirements of Federal government customers, the Enterprise Management Center can customize SLAs, processes and procedures.