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1 NOC SERVICES OFFSITE, LLC of 8

2 OVERVIEW In today s competitive world, it is critical for IT Service companies to provide a full range of services for their clients. Through the use of highly skilled engineers specializing in application, operating system and infrastructure system support, OFFSITE NOC Services gives you an unlimited amount of resources to support your environment. Finally, there is a solution for businesses that need to expand their service offerings while improving their efficiency and profitability! NOC Services safeguards your infrastructure by continuously monitoring servers and workstations to resolve problems before users are affected. Using our Remote Monitoring and Management (RMM) software, our NOC team will manage client computers 24x7 using industry standard best practices. NOC Services includes: 24x7 Monitoring and remediation of servers, workstations and network device issues Proactive maintenance using our RMM software Unlimited scheduled tasks and one off work requests at a preferred hourly rates All tickets synchronized to Autotask Monitoring the health of client networks is a key service for any IT Services organization. This task requires staffing to be available around the clock, including weekends and holidays. 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. OFFSITE solves these issues by providing cost effective, turnkey NOC Services. What are NOC Services? The term NOC Services has been redefined in recent years as many IT Services Organizations move away from hourly rates and break/fix services. For most IT Services Organizations, NOC Services are considered critical to keeping Managed Services costs under control while providing clients with 24x7 proactive and reactive technical services. 1 of 8

3 NOC Services provide comprehensive monitoring and remediation services for servers, workstations and network devices. OFFSITE specifies the definition of NOC Services as Remote Device Management which includes all remote technical services required to resolve the issue(s) detected by the Remote Monitoring and Management (RMM) software, as identified by the customer or reported by the end user client. Uses & Benefits of NOC Services OFFSITE NOC Services can provide a variety of benefits to your entire organization, not just your IT department. Benefits of NOC Services include: Expand client support coverage to 24x7 without hiring additional staff Reduce the amount of technical work performed by your office Optimize the number of RMM alerts/alarms on client networks Dispatch technical requests to lower cost resources Flat rate cost of your Managed Services program Include device management with Managed Services agreements Minimize cost associated with managing RMM software Outsource device support to focus on higher revenue projects 2 of 8

4 SCOPE OF SERVICES NOC Services includes everything required to support your infrastructure. We support Microsoft Windows 2000 and above, ios devices, Blackberry devices and most desktop and server Linux distributions. In addition to the services/tasks listed below, our engineers will attempt to resolve any problem detected by the RMM platform or requested from your office. The NOC engineering staff are all highly trained technicians with the ability to troubleshoot undocumented issues with applications and services. NOC Services are performed using a series of pre defined and custom Service Policies. You can easily standardize services, tasks and software across one or more networks with just a few Service Policies. The result is proactive care for your environment that reduces the number of recurring issues and minimizes downtime for your business. Below is the list of services/tasks included with NOC Services: Device Setup 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, the RMM software is updated and the required monitoring and management will begin. The NOC team continuously reviews the active software/services to fine tune the service. Device Monitoring We monitor all managed devices 24x7 using our RMM software. If required, the NOC Services team will upload/import custom content to the RMM software to properly manage all devices. Issue Remediation NOC Services includes full remediation of issues detected by the RMM software, reported by the client or escalated from the Help Desk. Scheduled Tasks You can ask the NOC Services team to schedule a future task to prevent disruption to end users or other tasks. Simply login to the NOC Services Portal to create a ticket for an upcoming task or service window. Work Requests NOC Services includes unlimited Work Requests to help offload tedious technical tasks from your office to the NOC Services team at a preferred hourly rate. Client Management OFFSITE provides a dedicated account manager who is directly responsible for your ongoing satisfaction with our services. If there are any questions or issues about NOC Services, your account manager will be your primary point of contact. Additionally, your dedicated account manager will coordinate setup, implementation, and management of all NOC Services. Their responsibilities include installing the RMM Software at the Client Site, creating Service Policies in the NOC Services Portal, creating the Client Sites in the NOC Services Portal, importing the list of devices for the RMM software and applying the desired NOC Services Policies for each Client Site or device. 3 of 8

5 At OFFSITE, we understand the importance of quality service. The following software/hardware is covered under NOC Services: Workstation & Server Operating Systems: Microsoft Windows 2003 or later Linux (commercial distributions) Common Server Applications and Services Microsoft Exchange Microsoft SQL Server Microsoft Terminal Server Microsoft SharePoint Microsoft Dynamics CRM Blackberry Enterprise Server (BES) Blackberry Enterprise Server IBM Lotus Domino Server Symantec Veritas Data Protection VMWare ESX Common Workstation Applications Adobe Acrobat and Flash Adobe Illustrator Adobe Dreamweaver Adobe Photoshop WordPerfect Microsoft Office and Live Meeting Microsoft Outlook and Entourage Microsoft Word Microsoft Excel Microsoft PowerPoint Microsoft Publisher Microsoft Visio OpenOffice and LibreOffice Intuit QuickBooks Sage Peachtree Common Network Devices 3Com APC Avaya Cisco D Link Dell HP Huawei IBM Intel Juniper Linksys Netgear Nortel Extreme 4 of 8

6 SUPPORT CENTERS NOC Services are available 24x7x365. All engineering staff are located in a Tier III Datacenter with controlled access to vendor and client information. OFFSITE includes 24x7 management at the datacenter and NOC facilities, with at least one dedicated resource to monitor the quality of our services. The combination of a controlled environment with rigorous support procedures produces a service that is unmatched in the IT industry. NOC Engineering and Supervisory Staff OFFSITE staffs its NOC with technical experts who have excellent systems administration and communications skills. Most NOC engineers have a Bachelor degree or greater in Computer Science, Engineering, Information Technology or equivalent. In addition to these lifetime achievements, NOC employees and partners have proved their technical skill by achieving the following industry and vendor certifications: Microsoft Certified IT Professional (MCITP) Microsoft Certified System Engineer (MCSE) Microsoft Certified Product Specialist (MCPS) Microsoft Certified Technology Specialist (MCTS) Microsoft Certified Desktop Support Technician (MCDST) Cisco Certified Network Associate (CCNA) Cisco Certified Network Professional (CCNP) All engineers have expertise in managing servers and troubleshooting issues with Windows, Domain Controllers, Exchange, SQL, Terminal and VMWare ESX servers. They also have expertise in supporting firewalls and backup tools that are most commonly used. A dedicated security team analyzes new patches and works directly with several security vendors to prevent virus, spyware and other types of attacks. Account Management Teams OFFSITE assigns a dedicated account manager to each customer. Account managers are the primary contact person for all services provided by OFFSITE. Account managers will help clients gather the required information about their environment and then coordinates the setup, implementation and management of NOC Services. Located in Southeastern Wisconsin, account managers are responsible for ensuring your ongoing satisfaction and they will be highly motivated to exceed your expectations. The Account manager s goals are: to anticipate your needs, to understand your challenges and to resolve your issues. They will listen to your concerns, get answers to your questions and understand what it takes to become your advocate at OFFSITE. 5 of 8

7 HELP DESK SERVICES INTEGRATION Help Desk Services are an effective complement to your NOC Services experience. The combination of Help Desk and NOC Services gives you a 24x7 technical staff that responds to end user requests and alerts/alarms from your RMM software. The result is a transparent extension of your company, providing around the clock support for end users and client networks. What are Help Desk Services? Help Desk Services provides technical support for your break/fix and Managed Services clients. Simply forward technical support calls, and tickets to our Help Desk anytime day or night. We answer the phone with your company name, appearing as a smooth continuation of your office. End users have access to technical support 24 hours a day, 7 days a week, 365 days a year. How does NOC Services integrate with Help Desk Services? Help Desk and NOC Services works seamlessly together to provide you with a turnkey, virtual engineering staff. When the two services are combined, issues from end users can be transparently escalated to the NOC for additional troubleshooting. The NOC Services team can troubleshoot servers, internet services, networking issues and even leverage OFFSITE s RMM software when needed. When a user reports an issue that cannot be solved by the Help Desk, the ticket will be escalated to the NOC Services team for further troubleshooting. After the NOC Services team has resolved the issue, the ticket can be sent back to the Help Desk. The Help Desk agent will call to verify the issue has been resolved to the satisfaction of the end user. Many clients have found that having OFFSITE handle technical support for their business has given them more time to focus on higher revenue projects. OFFSITE and its partners have a highly trained team of technicians that are continuously educated and routinely tested. Client requests are closely monitored by supervisors, ensuring that difficult problems are handled by the most qualified technicians available. 6 of 8

8 CLIENT REPORTS NOC Services is not only powerful and cost effective, but it also provides the unique opportunity to track device service records with great accuracy. All NOC Services information is updated in real time and available immediately for reporting. This means you have all of the information you need to answer end user inquiries, manage NOC Services and to demonstrate the value of our services. OFFSITE makes NOC Services reporting very simple. All tasks performed by the NOC Services team are recorded and secured on our PSA platform. From NOC Services performance metrics to device summaries, OFFSITE provides you with the information you need to effectively manage your devices and NOC Services. You have unlimited access to over 20 reports covering various features of NOC Services including Ticketing, Service Level Agreements, and more. The reports can be viewed on the screen or exported to CSV or Excel format. The following reports are available from the OFFSITE NOC or via the NOC Services Portal: Managed Device Client Site Breakdown Average First Time Response (30,60,90 Days) Average Resolution Times (30, 60, 90 Days) NOC Case Details SLA First Response Metrics SLA Resolution Time Metrics Total NOC Cases (30, 60, 90 Days) Total NOC Cases by Client (30, 60, 90 Days) Total NOC Cases per Machine (30, 60, 90 Days) OFFSITE s NOC Services give you the information to identify trends, anticipate training needs and increase responsiveness to end users. All NOC engineers are able to capture and save historical data associated with managed devices. You have full access to device changes, reporting and performance information online and in real time in the NOC Services Portal. 7 of 8

9 SERVICE LEVEL AGREEMENT (SLA) We understand that you and your clients demand rapid response to service issues. OFFSITE delivers the most responsive NOC services in the industry. The NOC Services team can escalate issues directly to the vendor or customer for support or further investigation. In order to ensure world class service throughout our channel of customers, OFFSITE has instituted a number of policies governing the response and resolution of incidents for end clients. The following table shows the targets of response and resolution times for each priority level: TROUBLE PRIORITY RESPONSE TIME ESCALATION THRESHOLD Service not available (all users and functions unavailable). 1 Immediate 1 hour Significant degradation of service (large number of users or business critical functions affected) Limited degradation of service (limited number of users or functions affected, business process can continue). Small service degradation (business process can continue, one user affected). 2 Within 1 hour 2 hours 3 Within 2 hours 2 hours 4 Within 2 hours 6 hours The OFFSITE NOC Services Team responds to most tickets within 15 minutes. New tickets are acknowledged and the appropriate technician is assigned to work on the issue. If there are any questions, customers may contact the NOC engineers using the ticketing feature of our PSA platform, or phone. 8 of 8

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