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RELIABLE AFTER HOURS SUPPORT FOR NOC SERVICES

Client

Managed Service Provider from Texas



Business Requirement

Client was in need for a proactive NOC team for their Managed Service customers. NOC support include monitoring of servers and workstations. They require a proactive managing of AV, Patch Management and Backup.

Industry

  • Managed IT Services
  • Proactive Management
  • Desktop Security
  • Server Security
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Offering

Client was in search for an honest and professional after-hours NOC support on weekdays (Mon - Fri). Mainly focusing on the tickets generated in Automate.
We help them by allowing our NOC Engineers to address routine activities, freeing up higher level support engineers for advanced issues and implement strategic initiatives for the organization.


Business Requirement

  • Disk clean up, Third party app upgradation, Firmware update
  • Installing required applications up on request
  • Notifying server offline
  • Trouble shooting windows update issues and proper ticket note updating.

Our Solution

We developed a proactive and competitive team to manage the whole NOC services for their MSP clients. We basically support their entire after-hours whereby which all the alert tickets that are triggered in Autotask Ticketing tools via Labtech is address with-in the SLA.
Our team maintains all the NOC queue for the client and works on the tickets with the procedure and SOP provided by the client. Based on the evaluation of the infrastructure and the configuration of the RMM tool and scripts present, we provide the best recommendation/practice as per industrial standard.


Key Features

  • Timely management ticket handling
  • Providing RMM support
  • Patch management
  • Backup management

Technologies and tools

  • Connectwise Automate
  • Datto
  • Sentinelone
  • Connectwise Control
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