Appendix II: NOC & HELP DESK SERVICE FEATURES

By leveraging our NOC and Help Desk services together, you can unburden your labor and infrastructure - transferring to a trusted, reliable and flexible team of experts.
Server Support Features Standard Advanced Comprehensive
24x7 Performance & Preventive Maintenance X X X
Remote Support - Manned Helpdesk Technician: Based on Service Availability SLA selected X X X
Support for servers on-premise, data center of cloud based, including support for any applications functions and services X X X
Support for multi-location environments, including most international locations X X X
Tiered service level support & Service Level Agreements (SLA) requirements supported X X X
All popular operating systems, hardware and software platforms supported X X X
ITIL-based incident and problem management toolsets and processes utilized X X X
Administrative Tasks, Virus & Malware Removal, and Software Installations as needed. All other work will be considered as “out of scope” and offered at an additional charge X X X
Hardware & Software Asset Audits X X X
Built-in Remote Control Capabilities X X X
Remote control license support X X
New machine setups and training if needed X X
Change Management and Configuration Management Support X X
Enterprise Anti-Virus Protection Maintenance X X
Enterprise Anti-Malware Protection Maintenance X X
Patch Deployment Services X X
Patch Whitelisting Service X X
Proactive/On-demand Server Restarts X X
Discounted Project Services X X
Field Dispatched - 3rd Party (3rd party vendor coordination) X
Dedicated phone line X
Client Identifiable Technician for On-site Work X
3rd Party Management through Resolution & Recovery: Ticket management and vendor liaison for third party issues X
Desktop Support Features Standard Advanced Comprehensive
Remote Support - Manned Helpdesk Technician: Based on Service Availability SLA selected X X X
Support for desktops, MACs, Laptops, Portable devices X X X
Support for all common applications X X X
Support for multi-location environments, including most international locations X X X
Tiered service level support & Service Level Agreements (SLA) requirements supported X X X
All popular operating systems, hardware and software platforms supported X X X
ITIL-based incident and problem management toolsets and processes utilized X X X
Administrative Tasks, Virus & Malware Removal, and Software Installations as needed. All other work will be considered as “out of scope” and offered at an additional charge X X X
Hardware & Software Asset Audits X X X
Built-in Remote Control Capabilities X X X
Remote control license support X X
New machine setups and training if needed X X
Change Management and Configuration Management Support X X
Patch Deployment Services X X
Patch Whitelisting Service X X
Dedicated phone line X
Client Identifiable Technician for On-site Work X
3rd Party Management through Resolution & Recovery: Ticket management and vendor liaison for third party issues X
Network Support Features Standard Advanced Comprehensive
24x7 Monitoring & Notification X X X
Remote Support - Manned Helpdesk Technician: Based on Service Availability SLA selected X X X
Support all Network elements including Router, Switches, Firewalls, Wireless Access Points, etc. X X X
Support for VoIP sets and mobile devices X X X
Support for multi-location environments, including most international locations X X X
Tiered service level support & Service Level Agreements (SLA) requirements supported X X X
All popular operating systems, hardware and software platforms supported X X X
ITIL-based incident and problem management toolsets and processes utilized X X X
Hardware & Software Asset Audits X X X
Built-in Remote Control Capabilities X X X
New machine setups and training if needed X X
Change Management and Configuration Management Support X X
Patch Deployment Services X X
Patch Whitelisting Service X X
Discounted Project Services X
Dedicated phone line X
Client Identifiable Technician for On-site Work X