NOC Services for Resellers

NOC Services from Cloud Services Depot are a comprehensive set of services that are designed to keep managed systems optimized and secure by performing daily, weekly and monthly maintenance. Cloud Services Depot supports Microsoft Windows 2000 and above, Mac (Tiger and Leopard) and most desktop Linux distributions. Cloud Services Depot seamlessly integrates a virtual support solution with your core service offerings by using remote control software, a sophisticated automated Incident Distribution system and advanced technical support databases.

The NOC Services includes multiple strategic components to successfully deliver Managed Services:  Proactive Maintenance and Unlimited IT Services.

Proactive Maintenance: The goal of proactive maintenance is to catch and fix problems before they happen and avoid expensive down time or associated productivity loss.  To gather this diagnostic information, Cloud Services Depot leverages your investment in an existing Remote Monitoring and Management (RMM) platform and your preferred ticketing system for incident management. The Cloud Services Depot NOC engineers will also use the features of your RMM platform to perform other activities such as patch management, asset management, remote desktop control and more.

Unlimited IT Services:  Cloud Services Depot provides an unlimited amount of technical support to resolve the most common issues for workstations and servers. Resellers can simply open a ticket in the preferred ticketing system and assign it to the Cloud Services Depot NOC Services team. NOC Services engineers can help resellers with the configuration, monitoring and troubleshooting of operating systems, commonly used business applications, Internet and network connectivity problems, printing issues, e-mail issues and in some cases we can troubleshoot hardware issues.

Custom Management Plans

Cloud Services Depot also provides default, or “Best Practices” monitoring and management for many popular software and hardware solutions. Many resellers prefer to start with default monitoring for all clients and then modify their Managed Services plan over the first few weeks. This method allows resellers to precisely control the alerts and alarms they receive in the RMM, PSA or CRM tool and helps to maintain the Service Level Agreement (SLA) at client sites already under management.

Cloud Services Depot understands that every reseller needs the flexibility to create any kind of Managed Services plan for their clients. It is easy to work with Cloud Services Depot to establish a custom management plan for each client - at no additional cost.

Workstation Administration

By following ITIL-based processes, Cloud Services Depot performs the following desktop administration tasks by default:

• Install, setup and configure reseller’s RMM management platform
• Installation and maintenance of common utilities and applications
• Create, update and monitor reseller-specified Systems Management policy
  • Monitoring operating system health and statistics
  • Downtime response and system reboot
  • Operating system troubleshooting, repair and patches
  • Schedule "ScanDisk" to check hard drive for errors
  • Schedule "Defrag" to defragment files
  • Schedule "Disk Cleanup" to delete unneeded files
  • Clean out files from temporary files directory
• Create, update and monitor reseller-specified Patch Management policy
• Create, update and monitor reseller-specified Backup policy
  • Install and configure backup software
  • Daily backup system maintenance
  • Backup restorations
• Create, update and monitor reseller-specified Security policy
  • Update virus and malware definitions
  • Schedule recurring system scans
• Emergency upstream escalations

Server Administration

Cloud Services Depot provides remote server administration service for all commonly available flavors of Windows and Linux operating systems. Resellers can create custom maintenance plans for each client or use the default set of management services provided by Cloud Services Depot. By following ITIL-based processes, Cloud Services Depot performs the following server administration tasks by default:

• Install, setup and configure reseller’s RMM management platform
• Installation and maintenance of common utilities and applications
  • Maintain mail servers (Sendmail, Qmail, IMAP, POP3 ,Postfix, Imail, Exchange)
  • Configure and support DNS server
  • Manage Web Servers (Apache, SAMBA, Tomcat, Caldera Open Linux eServer, IIS)
  • Support database servers (MySQL, PostgreSQL, Microsoft SQL server)
• Create, update and monitor reseller-specified Managed Services policies:
  • Systems Management
    • Monitoring operating system health and statistics
    • Downtime response and system reboot
    • Operating system troubleshooting, repair and patches
    • Schedule "ScanDisk" and “Defrag” to check hard drive for errors
    • Schedule "Disk Cleanup" to delete unneeded files
    • Clean out files from temporary files directory
  • Patch Management
    • Schedule recurring system scan
    • Manual installation of application patches
    • Deploy Microsoft Service Packs
  • Backup Systems Management
    • Install and configure backup software
    • Daily backup system maintenance
    • Backup restorations
  • Security Systems Management
    • Install and configure security software
    • Update virus and malware definitions
    • Schedule recurring system scans
    • Security related configurations
• Emergency upstream escalations