NOC Managed Server

• Dedicated Account Manager
• Comprehensive Technical Support and Remediation
• Proactive and On-Demand Restarts
• 24/7/365 Ticket-Based Workflow and Resolution
• Comprehensive Documentation
• Patch Deployment, Management, and Remediation
• Remote Management Alerts
• 24/7 Operations Center
• Noise Ticket and False Positive Filtering
• Antivirus Protection
• Remote Management and Workflow Management
• Active Directory Policy Management
• Performance Tuning and Defragmentation
• Server Software Remediation and Recommendations
• Backup and Restore Management
• In-Place Upgrades

• Dedicated Account Manager
  Each client is assigned a dedicated account manager who acts as your primary point of contact. This manager is responsible for understanding your specific business needs, providing personalized support, and ensuring that your technical issues are addressed promptly and effectively.
• Comprehensive Technical Support and Remediation
  Our technical support team is available to assist with any technical issues you encounter. This service includes diagnosis, troubleshooting, and remediation to resolve problems efficiently, ensuring minimal disruption to your business operations.
• Proactive and On-Demand Restarts
  We provide the ability to perform system restarts either proactively or on-demand. Proactive restarts help prevent issues before they arise, while on-demand restarts allow you to address specific situations that may require immediate action to maintain system performance.
• 24/7/365 Ticket-Based Workflow and Resolution
  Our ticketing system ensures that all requests for support are tracked and managed efficiently. With round-the-clock availability, you can submit tickets any time, and our team will prioritize and resolve issues based on their urgency, ensuring you receive timely assistance.
• Comprehensive Documentation
  Access to thorough documentation is provided, including guides, manuals, and FAQs. This resource enables your team to find solutions independently, understand processes, and reference best practices for managing various technical issues.
• Patch Deployment, Management, and Remediation
  We regularly deploy software patches to enhance security and functionality. This service includes monitoring for updates, applying patches, and remediating any issues that arise during deployment, ensuring your systems remain secure and up-to-date.
• Remote Management Alerts
  Our system monitors your environment and sends alerts for any potential issues that require your attention. These alerts enable you to respond quickly to problems before they escalate, helping to maintain system health and uptime.
• 24/7 Operations Center
  Our operations center is staffed around the clock, ensuring that your systems are continuously monitored. This proactive approach allows us to identify and address issues before they impact your business, providing peace of mind that your infrastructure is in good hands.
• Noise Ticket and False Positive Filtering
  We implement filtering mechanisms to minimize unnecessary alerts and focus on genuine issues. This helps reduce alert fatigue and ensures that your team can concentrate on resolving critical problems without being overwhelmed by false positives.
• Antivirus Protection
  Comprehensive antivirus solutions are included to protect your systems against malware, ransomware, and other cyber threats. This service ensures that your business data is secure and your systems remain functional and protected.
• Remote Management and Workflow Management Console
  Our remote management console provides tools for monitoring and managing your systems from anywhere. This centralized platform enables efficient workflow management, allowing for streamlined operations and easier troubleshooting.
• Active Directory Policy Management and Troubleshooting
  We assist with managing and troubleshooting Active Directory policies, which control user access and permissions across your organization. This service ensures that your directory structure is functioning optimally and securely.
• Performance Tuning and Defragmentation
  Regular performance assessments and system optimizations are conducted to enhance the efficiency of your systems. This includes defragmenting hard drives and tuning system settings to improve speed and responsiveness.
• Server Software Remediation and Recommendations
  Our team provides expert support for server software issues, including troubleshooting, remediation, and recommendations for software improvements. This service ensures your servers operate effectively and are aligned with best practices.
• Backup and Restore Management
  We offer solutions for regular data backups and restore processes to protect against data loss. Our management includes monitoring backup schedules, verifying data integrity, and executing restoration when needed, ensuring your business data is safe.
• In-Place Upgrades
  Instead of replacing your systems, we provide in-place upgrades to enhance your existing hardware and software. This service minimizes disruption while improving performance and extending the life of your technology investments.

Conditions

• Supported Operating Systems: Support is limited to Microsoft Windows Server, VMWare, Apple OSX (actively maintained versions), and select Debian/BSD/Linux distributions.
• Supported Software Applications: Support extends to Active Directory, DNS & DHCP Services, IIS/Apache, QuickBooks/Sage Database Server, Remote Desktop Services, Exchange Server, SQL Server, Hyper-V/VMWare, and Group Policy Management.
• Change Management: Basic change requests are included; advanced change management may incur additional charges based on project complexity.

Exclusions

• OS Reinstallation/Imaging: Support for reinstalling or imaging operating systems is not included.
• New Computer or Server Setup: Setting up new hardware is considered out of scope.
• Incident Support Beyond Scope: Issues requiring more than 2 hours of agent engagement will be classified as projects and will require prior approval.
• Unsupported Applications: Problems occurring in applications or devices not on the Supported Products list or not documented are not covered.
• Network Infrastructure Design: Design services for network infrastructure are not included.
• User or Workstation Issues: Support for individual user issues or workstation configurations is outside the scope of NOC services.

Q: What is NOC Managed Services?
A: NOC Managed Services helps businesses keep their systems running smoothly. We monitor and support your technology so you can focus on your work without worrying about technical issues.

Q: Who will assist me with my needs?
A: You’ll have a dedicated account manager. This person is your main contact, ensuring your needs are met and providing personalized support.

Q: What kind of help can I get for technical issues?
A: Our technical support team is available to assist with any problems. They can diagnose issues, troubleshoot, and fix them quickly to minimize disruptions.

Q: Can you restart my systems if needed?
A: Yes! We can restart your systems proactively to prevent issues or on-demand when you need it. This helps maintain system performance.

Q: How can I request help?
A: You can submit a help request anytime using our 24/7 ticket system. We’ll prioritize your requests and resolve them based on urgency.

Q: Is there information available for me to read?
A: Yes! We provide easy-to-follow guides, manuals, and FAQs to help you find answers on your own and understand our processes.

Q: How do you keep my systems secure?
A: We regularly install software updates (patches) to enhance security and functionality. Our team monitors for issues and resolves them as needed.

Q: What happens if there’s a problem?
A: Our system sends you alerts for any potential issues, allowing you to respond quickly and maintain system health.

Q: When can I get help?
A: Our operations center is open 24/7. We always have staff monitoring your systems to fix issues before they affect your business.

Q: Will I get too many alerts?
A: No, we filter out unnecessary alerts so you only receive notifications about real issues, helping you focus on what’s important.

Q: Is my data safe from cyber threats?
A: Yes! We include antivirus protection to keep your systems secure from malware and other cyber threats.

Q: Can I manage my systems from anywhere?
A: Yes! Our remote management console lets you monitor and manage your systems from any location, making it easy to stay on top of things.

Q: How do you help with user access?
A: We help manage user access and permissions through Active Directory, ensuring that only the right people have access to your systems.

Q: How do you improve system performance?
A: We regularly check your systems for performance issues and make adjustments to improve speed and efficiency, including defragmenting hard drives.

Q: What if I need to back up my data?
A: We provide backup solutions to protect your data, monitor backup schedules, and ensure your data can be restored if needed.

Q: Can you upgrade my existing systems?
A: Yes! We offer in-place upgrades to enhance your current hardware and software without needing to replace everything.

Q: What systems do you support?
A: We support Microsoft Windows Server, VMWare, Apple OSX (active versions), and select Debian/BSD/Linux distributions.

Q: What if I want to make changes to my systems?
A: We include basic change requests in our service, but larger changes may cost extra depending on their complexity.

Q: Are there things you don't cover?
A: Yes, we don’t cover reinstalling operating systems, setting up new hardware, incidents needing more than 2 hours of help, unsupported applications, network design, or individual user problems.