NOC Services - PSA Support

Cloud Services Depot provides resellers with a flexible solution to help integrate their existing PSA/CRM ticketing with NOC Services. Cloud Services Depot supports most PSA/CRM platforms by leveraging the existing ticketing integration with the Remote Monitoring and Management (RMM) platform.

Automated Ticketing Integration is used when the PSA or CRM tool is directly integrated with the RMM platform. When using Automated Ticketing Integration, the ticket information is automatically synchronized between systems without any interaction from Cloud Services Depot personnel.

The NOC Services team will leverage the ticketing system included in the RMM platform as the primary information resource. The ticket information – including status, severity, category, etc. – will be updated according to the Service Level Agreement for NOC Services. Cloud Services Depot has experience with the following PSA/CRM platforms:

• Autotask®
• Connectwise™
• TigerPaw CRM™
• Salesforce - Service Cloud™
• SugarCRM™

Communication Channels

Communication is a key aspect of a successful NOC Services partnership. Cloud Services Depot provides direct, anytime communication between resellers and the NOC Services engineers using email, live chat, ticketing or by telephone. In addition to direct communication with NOC Services engineers, Cloud Services Depot provides resellers with a dedicated account manager.

NOC Engineer Communications

For any issues that cannot be fixed remotely and will require on-site assistance or advice from the reseller to continue work, the ticket will be escalated using the workflow rules established during the setup process. If resellers want to inquire about a specific issue or ticket, they can contact the NOC engineers easily using one of the following methods:

Ticketing Systems

Resellers can leverage the existing RMM or PSA system to create or update tickets with important information required by the NOC engineers.

Email Support

Resellers may contact the NOC engineers via email with simple inquires and requests. Cloud Services provides a single, unified email address for all communications with the Cloud Services Depot NOC engineers.

Live Chat Support

Live Chat Support provides resellers with secure, direct access to the NOC Services Team. All conversations are secured using SSL-based encryption and resellers may select to receive an email copy of the transcript.

Telephone Support

Resellers always have the option to contact the NOC Team over the phone. In addition to technical support, Cloud Services Depot provides a separate, dedicated phone queue for resellers using NOC Services.

Account Management

Cloud Services Depot assigns a dedicated account manager to each reseller. Account managers are the primary contact person for all services provided by Cloud Services Depot. Account managers will help resellers gather the required information about the client’s environment and then coordinates the setup, implementation and management of NOC Services on behalf of the reseller.

Located in Los Angeles, California, account managers are responsible for ensuring your ongoing satisfaction and they will be highly motivated to see that your needs are met. The Account manager’s goals are: to anticipate your needs, to understand your challenges and to resolve your issues.   He/she will listen to your concerns, gets answers to your questions and will come to understand what it takes to become your advocate at Cloud Services Depot.