Scope of Services
At Cloud Services Depot, we understand the importance of quality service. We expect nothing but the best from our employees and technology partners. As a former Managed Services Provider, Cloud Services Depot understands your commitment to provide outstanding IT services to your clients. Together, we will provide a level of service that exceeds your clients’ expectations.
NOC Services enhances your internal team of system and network administrators by monitoring your alerts and taking work requests, freeing up your staff's time. NOC engineers can set up devices for your Managed Services program, perform maintenance tasks or undertake one-off technical requests for your break/fix or Managed Services clients.
The NOC Services team will manually review each device to determine the software/service that is active on the device. After the device has been reviewed, your RMM software will be updated and the required monitoring and management will begin. The NOC Services team continuously reviews the active software/services to fine-tune the RMM software as needed.
NOC Services are integrated to your existing RMM and PSA software. All device changes are documented so you can verify the work performed by the NOC Services team.
To prevent network and system problems before they happen, it is important to monitor critical events on both servers and workstations. This task requires staffing to be available around the clock, seven days a week. Staffing for this activity can be difficult because of the time requirements as well as the broad base of knowledge required to react, analyze and resolve issues.
NOC Services proactively safeguards your client's infrastructure by continuously monitoring servers and workstations to catch problems before users are affected. Using your existing RMM software, NOC Services will respond to alerts/alarms 24x7 using industry-recognized best practices. If required, the NOC Services team will configure or upload/import custom content to the RMM software to properly manage all devices.
NOC Services includes full remediation of issues detected by the RMM software, reported by the reseller or escalated from the Help Desk. NOC engineers will research common issues and error messages, troubleshoot reported issues or use remote desktop control to fix an issue.
All engineers have expertise in managing servers and troubleshooting issues with Windows, Apple and Linux devices. They also have experience with Domain Controllers, Exchange, SQL, Citrix, Terminal Servers and many other common business applications. NOC Services engineers can support firewalls, backup software and security tools that are commonly used by resellers.
NOC Services engineers have excellent systems administration and communications skills. All NOC engineers have a Bachelor degree or greater in Computer Science, Engineering, Information Technology or equivalent. In addition to these lifetime achievements, NOC employees have proved their technical skill by achieving at least one additional industry and vendor certification.
The goal of proactive maintenance is to catch and fix problems before they happen and avoid expensive downtime or associated productivity loss. To prevent unexpected downtime, NOC Services leverages your investment in an existing Remote Monitoring and Management (RMM) platform to automate common and best practices tasks for each specific device. All proactive maintenance is recorded in the NOC portal for your review.
NOC engineers will use the features of your RMM platform to perform proactive maintenance activities such as patch management, desktop configuration, asset management, remote desktop control and more. Proactive maintenance can be customized to include your specific set of utilities or processes. By default, the NOC Services team will perform basic patch management, disk defragmentation, Windows clean-up and a Check Disk operation. Additional tasks including advanced patch management can be enabled in the NOC Services Portal.
NOC Services includes unlimited Work Requests to help offload tedious technical tasks from your office. Work Requests are one-off technical tasks that are requested directly by your office. Simply create a new ticket with the request and the NOC Service team will perform the action. Time is automatically tracked for each ticket, so it is easy for you to invoice your clients for the work performed by the NOC. For just a few dollars each month, you now have a full engineering staff ready to assist your clients.
We recommend that you dispatch basic technical tasks to the NOC Services team so that your internal staff has more time to work on higher-revenue or more complex projects. The NOC Services team is available 24x7, so it is an ideal option to perform after-hours work or tedious repetitive tasks. NOC engineers have experience with Windows, Linux and Apple devices. You should consider the NOC Services team as your first and second level technicians. They can manage all of the chores associated with your RMM software as well as basic system, network and application administrative tasks.
The NOC Services team will only accept Work Requests from your office and the RMM platform. Tasks that are requested from end-users must be directed to the Help Desk.