Needham Bank | Network Runbook
IMPORTANT: If we receive outage or down alerts for Needham's Velocloud Edge or Meraki devices and the alerts clear, we must still send an informational email to Itengineering@needhambank.com from our ticket so they are aware. This applies 24x7x365, during both business and after-hours. Inform them of the alerts we received and let them know we were investigating and the alarms cleared before isolation.
Needham Bank is a FDIC bank in Needham, MA. The have a total of 12 locations, 1 operations center, and 2 ATM-only locations. We are only monitoring the network (Circuits, Firewalls, & Switches) of the 12 branch locations.
Netrio Primary:
David Fox - david.fox@netrio.com
Netrio Secondary: Austin Young - austin.young@netrio.com
Remote Access:
Comcast - Creds and URL in Zoho Vault
Meraki - Creds and URL in Zoho Vault
Escalation:
Outbound Dial Code and Number:
Department: WEI
Servers
As of 5/1/2024, we're live with Needham Bank Afterhours ServiceDesk support. This includes triaging server alerts with some remediation efforts, then escalation. VDI issues, and account unlocks/password resets.
Here's the Runbook link for this specific engagement/support - Needham Bank After Hours Helpdesk Runbook
Network
Business Hours: Monday-Friday 8AM-5PM EST
VMWARE VELO GATEWAY
Business Hours:
If the VWMARE VELO GATEWAY is offline for 5 minutes or more and the branch network is effectively down during business hours, NETRIO should call COCC support number, 877-678-0444 Option 1 for and send an email to Itengineering@needhambank.com with the case number and all pertinent information about the case and request to add the following users as watchers: James Medugno, Michael Bates. If someone at itengineering@needhambank.com fails to acknowledge this email with a reply email back to NETRIO within 10 minutes, then NETRIO can proceed with a call to the escalation list.
Also, if this an off-hours event, NETRIO can reach out by phone to the top name on the list. NETRIO should continue to call the next contact on the list if the first name is unreachable. NETRIO should continue down the list until someone has been reached.
CISCO DEVICES
Business Hours:
If any of the Cisco Switches or Cisco MX's go offline for 5 minutes or more during business hours, NETRIO should send an email to Itengineering@needhambank.com. In the Garden IT, JMOC, and Main sites, WAN2 on the 6 MX's should be in a failed state unless the standby VWMARE VELO GATEWAY is active. For these High Availability sites, only WAN 1 or WAN 2 will be active on each of the MX's at any given time. If someone at itengineering@needhambank.com fails to acknowledge this email with a reply email back to NETRIO within 10 minutes, then NETRIO can proceed with a call to the escalation list.
Also, if this an off-hours event, NETRIO can reach out by phone to the top name on the list. NETRIO should continue to call the next contact on the list if the first name is unreachable. NETRIO should continue down the list until someone has been reached.
Business Hours:
If any of the Cisco Access Points go offline for 5 minutes or more during business hours, NETRIO should send an email to Itengineering@needhambank.com. If someone at itengineering@needhambank.com fails to acknowledge this email with a reply email back to NETRIO within 10 minutes, then NETRIO can proceed with a call to the escalation list.
Also, if this an off-hours event, NETRIO should send an email to Itengineering@needhambank.com. This does NOT require an escalation. NB Systems Engineering will resolve this Access Point issue on the next day.
COMCAST
Business Hours:
If the Comcast Primary Circuit goes offline for 5 minutes or more, NETRIO should call COCC support number, 877-678-0444 Option 5 and email all of the pertinent information about the case to Itengineering@needhambank.com. If someone at itengineering@needhambank.com fails to acknowledge this email with a reply email back to NETRIO within 10 minutes, then NETRIO can proceed with a call to the escalation list.
Also, if this an off-hours event, NETRIO can reach out by phone to the top name on the list. NETRIO should continue to contact the next contact on the list if the first name is unreachable. NETRIO should continue down the list until someone has been reached.
Business Hours:
If any of the Comcast Secondary or Backup Circuits go offline for 5 minutes or more, which are LABELED as link Public ISP in the velocloud@cocc.com alert NETRIO should call Comcast Business at 877-289-8849 to open a case and email all of the pertinent information about the case to Itengineering@needhambank.com. If someone at itengineering@needhambank.com fails to acknowledge this email with a reply email back to NETRIO within 10 minutes, then NETRIO can proceed with a call to the escalation list.
Also, if this an off-hours event, NETRIO can reach out by phone to the top name on the list. NETRIO should continue to contact the next contact on the list if the first name is unreachable. NETRIO should continue down the list until someone has been reached.
NOTE - you can pull the physical address of the site from the Comcast portal.
NOTE - you can pull the physical address of the site from the Comcast portal.
Locations
Applications
We are not responsible for any applications
Phones
We are not responsible for any VoIP or landline phones
Desktop
We are not responsible for any desktop systems.