csd noc services sales guide

“Using NOC services has given us technical depth allowing us to take on more demanding client

environments without hiring additional resources. The combination of NOC and Help Desk

services allows us to be 'Fully Staffed' 24/7 which enables us to provide excellent service to our

clients while continuing to grow our business.”

Brad Kitchen, Fast-teks On-Site Computer Services of MD

NOC SERVICES

SALES GUIDE FOR RESELLERS

Copyright © 2011 Cloud Services Depot, Inc. All rights reserved. All trademarks are the property of their respective owners.

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www.cloudservicesdepot.com/free-account

Table of Contents

OVERVIEW ..................................................................................................................................................... 3

SERVICE COVERAGE ...................................................................................................................................... 4

SUPPORT CENTERS ........................................................................................................................................ 7

PSA INTEGRATION ......................................................................................................................................... 9

HELP DESK SERVICES INTEGRATION ............................................................................................................ 10

RESELLER AND CLIENT REPORTS ................................................................................................................. 11

SERVICE LEVEL AGREEMENT (SLA) .............................................................................................................. 12

PURCHASE OPTIONS ................................................................................................................................... 13

FAQ .............................................................................................................................................................. 14

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OVERVIEW In today’s competitive world, it is critical for IT Service companies to provide a full range of services for

their clients. Cloud Services Depot offers the premier, private label Network Operations Center (NOC)

Services sold exclusively through VAR, MSP and franchise partners. Through the use of highly skilled

engineers specializing in application, operating system and infrastructure system support, NOC Services

gives you an unlimited amount of resources to support your clients. Finally, there is a solution for

resellers that need to expand their service offerings while improving their efficiency and profitability!

NOC Services safeguards your client’s infrastructure by continuously monitoring servers and

workstations to resolve problems before users are affected. Using your existing Remote Monitoring and

Management (RMM) software, the 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 your existing RMM software

Unlimited scheduled tasks and one-off work requests

All tickets synchronized to PSA systems (Autotask, ConnectWise, etc.)

Secure web portal hosted on the Force.com platform

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. Cloud Services Depot solves these issues by providing

cost-effective, turnkey NOC Services for Resellers.

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 is

considered a critical service to keep Managed Services costs under control while providing clients with

24x7 proactive and reactive technical services.

NOC Services provides comprehensive monitoring and remediation services for servers, workstations

and network devices. Cloud Services Depot 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, identified by the reseller or reported by the

end-user client.

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SERVICE COVERAGE NOC Services from Cloud Services Depot are a comprehensive set of services that are designed to keep

managed systems optimized and secure by performing daily, weekly and monthly maintenance. NOC

Services supports Microsoft Windows 2000 and above, Apple devices and most desktop Linux

distributions.

The key to a successful NOC Services partnership is the clear definition of roles and responsibilities

assigned to each party. By working together with a cohesive team, we can provide your clients with a

level of support and response that is unmatched by your local competition. The information below

describes the roles and responsibility for Help Desk Services:

NOC Responsibility

Configure the RMM Software for each device

Apply the NOC Policies to each device

Create NOC ticket from RMM alerts

Perform initial triage of new tickets

Research possible solutions and workarounds

Implement solutions and test results

Document all work in each ticket

Escalate issues to reseller or client (as defined)

Perform scheduled tasks

Escalate tickets to Help Desk for End-User Callback

Install OS Patches according to NOC Policy

Reseller Responsibility

Install the RMM Software at the Client Site

Create Service Policies in the NOC Services Portal

Create the Client Sites in the NOC Services Portal

Import the list of devices from your RMM software

Apply the desired NOC Services Policies for each Client Site or device

Cloud Services Depot support centers never close. The highly trained team of technicians are always

available including weekends and holidays. All engineers are continuously educated and routinely

tested so you can be assured that we can support the latest technology. Service tickets are closely

monitored by supervisors, ensuring the NOC Services are delivered according to SLA and industry best

practices.

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SCOPE OF SERVICES NOC Services includes everything required to support your clients. 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.

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 your 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 reseller 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. You can still invoice your client at your standard

hourly rate for all Work Requests performed by the NOC.

Client Management – Cloud Services Depot 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.

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 client networks with just a few Service

Policies. The result is proactive care for your clients that reduces the number of recurring issues and

minimizes downtime for your clients.

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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. The following

software/hardware is covered under NOC Services:

Workstation and Server Operating Systems:

Microsoft Windows – 2000 or later

Apple – OS X (all versions)

Linux (commercial distributions)

Common Server Applications and Services:

Microsoft Exchange

Microsoft SQL Server

Microsoft Terminal Server

Microsoft SharePoint

Microsoft Dynamics CRM

Citrix Presentation Server

Blackberry Enterprise Server (BES)

Citrix Presentation Server

FileMaker Server

Blackberry Enterprise Server

IBM Lotus Domino Server

Symantec Veritas Data Protection Common Workstation Applications:

Adobe Acrobat and Flash

Adobe Illustrator

Adobe Dreamweaver

Adobe Photoshop

WordPerfect

FileMaker Pro

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

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SUPPORT CENTERS NOC Services are available 24x7x365. All engineering staff is located in a professional office building

with controlled access to reseller and client information. Cloud Services Depot includes 24x7 on-site

management at the 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 Cloud Services Depot staffs the 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 have proved their technical skill by achieving the following industry and vendor

certifications:

Information Technology Infrastructure Library (ITIL)

Microsoft Certified Professional plus Internet (MCP+I)

Microsoft Certified System Engineer (MCSE)

Microsoft Certified Solution Developer (MCSD)

Microsoft Certified Solutions Architect (MCSA)

Cisco Certified Network Associate (CCNA)

Cisco Certified Network Professional (CCNP)

Red Hat Certified Engineer (RHCE)

All engineers have expertise in managing servers and troubleshooting issues with Windows, Domain

Controllers, Exchange, SQL, Terminal and Citrix 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 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 exceed your expectations. The Account manager’s

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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.

NOC Facilities and Support Centers Strategic Alliances are a key factor to the success and quality of NOC Services. Cloud Services Depot has

established long-term relationships with several international organizations to deliver integrated

solutions that reduce the cost and complexity of obtaining the best private-label IT Services designed

specifically for resellers. The collaboration between Cloud Services Depot and these other companies

offers technology resellers a competitive advantage without any additional risk.

All facilities use a comprehensive process that provides the highest level of security at all locations.

Service Partners must follow best practices for all Network Operations Centers and follow the guidelines

of industry standards for service organizations. Security procedures are frequently monitored and strict

standards are enforced through internal audits. The following are examples of the requirements for all

Service Partners:

All employees are subject to a background check and must sign confidentiality agreements

All workstations are password-protected according to company policy

All premises are under 24x7 security video surveillance and secured with access control cards

All systems protected by Enterprise-class firewall and security software

No removable media is allowed in the data center

Access to remote systems restricted to NOC facilities only (using IP-address filtering)

Most passwords are kept hidden from employees using a proprietary central console

When an employee leaves or is terminated for any reason, they are subject to an exit interview where

they are reminded of the confidentially and security policies they signed during employment. Service

Partners also use automated procedures to deactivate the employee’s access to all systems within hours

of employee departure. As part of regulatory precautionary procedures, common passwords to key

systems are reset periodically and circulated to all active employees through a proprietary and secure

portal.

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PSA INTEGRATION NOC Services includes free integration to industry-leading PSA software from Autotask and

ConnectWise. You can simply enable PSA Integration in the NOC Services Portal and then complete the

setup process in less than 15 minutes. After setup is complete, the NOC Services Portal transparently

provides data synchronization 24 hours a day – without any intervention.

You can’t afford to spend non-billable hours servicing and maintaining vendor tools and portals. PSA

Integration helps you synchronize accounts, devices, tickets and more between the NOC Services Portal

and your PSA software. The result is a fully integrated solution where your team can use Autotask or

ConnectWise to communicate and manage NOC Services effectively.

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:

No programming – PSA Integration includes all of code to connect your PSA software to the NOC

Services Portal. Simply provide credentials for your PSA software and you’re done!

No hardware or software – Everything required to integrate your PSA software is included with

NOC Services.

Secure Data Transfer - All data transfers are protected by SSL technology and all data is stored

on the Force.com platform.

Easy Setup and Management – Simply provide credentials for your PSA software and complete

the setup within minutes.

PSA Integration satisfies a broad range of reseller requirements for federating and integrating PSA

platforms. The proprietary integration platform hosted by Cloud Services Depot is a messaging-based

gateway that serves as a “data integration hub” - connecting vendor systems and services to the NOC

Services Portal. The result is a unique service that allows you to work in your favorite PSA software with

the ability to fully manage NOC Services and initiate new client requests (tickets).

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HELP DESK SERVICES INTEGRATION

You can enhance your NOC Services experience by combining it with Help Desk Services from Cloud

Services Depot. 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. Stop

wasting time with support issues and start growing your business!

What are Help Desk Services?

Help Desk Services provides technical support for your break/fix and Managed Services clients. Simply

forward technical support calls, email 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.

Live operators answer calls within 3 minutes

Email requests receive a callback within 2 hours

All tickets synchronized to PSA systems (Autotask, ConnectWise, etc.)

All calls are recorded and available for immediate playback

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 your 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 resellers have found that having Cloud Services Depot handle technical support for their clients

has given them more time to focus on higher revenue projects. Cloud Services Depot 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. Visit the Cloud Services Depot website to learn more about Help Desk

Services and how it can your business grow!

http://www.cloudservicesdepot.com/Services/NOC

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RESELLER AND 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

customer inquiries, manage NOC Services and to demonstrate the value of your services.

Cloud Services Depot makes NOC Services reporting very simple. All tasks performed by the NOC

Services team are recorded and secured on the Force.com platform. From NOC Services performance

metrics to device summaries, Cloud Services Depot provides you with the information you need to

effectively manage client devices and the NOC Service.

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 in 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)

The NOC Services Portal gives you the information to identify trends, anticipate training needs, increase

responsiveness to end-users and to help you secure the reputation of world-class IT Services. Utilizing a

proprietary, state-of-the-art ticketing system, 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.

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SERVICE LEVEL AGREEMENT (SLA)

We understand that you and your clients demand rapid response to service issues. Cloud Services

Depot delivers the most responsive NOC services in the industry. The NOC Services team can escalate

issues directly to the reseller, vendor or customer for support or further investigation.

In order to ensure world-class service throughout our channel of resellers, Cloud Services Depot 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:

Activity / Issue Critical Priority High Priority Normal Priority Low Priority

Service Availability 24x7x365 24x7x365 24x7x365 24x7x365

First Response Within 15 minutes Within 30 minutes Within 3 hours Within 12 hours

Second Response Within 30 Minutes Within 45 minutes Within 6 hours Within 18 hours

Resolution of Issue Within 45 Minutes Within 60 minutes Within 9 hours Within 24 hours

Definition Business is directly

affected Business is Partially

affected Business is

indirectly affected Business is not

affected

Cloud Services Depot NOC Services provides the highest commitment to NOC Services in the industry.

The Cloud Services Depot 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, resellers may contact the NOC engineers using the ticketing feature of the PSA platform,

email or live chat located in the NOC Services Portal.

Priority Categories:

Low: One machine/user affected. The problem is only a minor enhancement or question. No

productivity loss.

Normal: One machine/user affected moderately and some productivity loss. Or multiple

machines/users affected with only minor loss of productivity.

High: All users affected and moderate productivity loss.

Critical: All users affected and major productivity loss.

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PURCHASE OPTIONS You can purchase NOC Services online from the Cloud Services Depot Marketplace. After the initial

purchase, the NOC Services are invoiced monthly for the devices with active management. NOC

Services are billed monthly without any term commitments or cancellation fees.

Typical uses and benefits for NOC Services:

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

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.

Price Book for Resellers

NOC Servers are available for servers, workstations and network devices. To obtain a full price list of all

Cloud Services Depot services, visit the official website at www.cloudservicesdepot.com.

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FAQ

Why is Cloud Services Depot a better choice than other NOC companies?

Cloud Services Depot has been providing NOC Services for Resellers since 2006. Our comprehensive set

of NOC Services is unmatched in the IT Services industry. Cloud Services Depot is the only NOC Services

company that supports multiple RMM software, giving the freedom to change software tools as needed.

Contact our sales department for a complete comparison of our NOC Services to the competition.

Is there a free trial of NOC Services?

Cloud Services Depot offers a 30-day money back guarantee for initial purchase of NOC Services. You

may on-board any number of clients during the initial 30-day period to make sure the service is good fit

for all of your clients. If you need an extended trial period, then please be sure to contact our sales

team to review your specific requirements.

Does NOC Services have a setup fee?

Cloud Services Depot charges a nominal, one-time setup fee to cover the cost of initial client and

account setup. Adding new devices and client sites is always free. We also don’t require any term

commitments, so you can purchase new services or cancel at anytime.

How long does it take to get started with NOC Services? When can I activate my first client?

NOC Services is available immediately after ordering. You will receive a confirmation email that NOC

Services has been added to your account and is ready for use. Follow the NOC Services Getting Started

Guide to configure the RMM/PSA integration and other reseller settings. You can add clients anytime

after the initial setup. It can take up to 24 hours for the NOC engineers to apply all

settings/configurations to the device, however, most devices are setup within a few hours of

enrollment.

Where are the NOC engineers located?

Cloud Services Depot leverages a hybrid onshore/offshore model to achieve the perfect balance

between cost and engineering quality. Account management and technical supervisors are located in

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the USA. These teams work directly with resellers to ensure your satisfaction. The low-level

engineering staff is located across multiple business parks in India. The offshore staff does not interact

with resellers directly, however, they are available for ticket reviews and issue resolution planning

(when requested). All offices maintain 24x7 management and adheres to multiple industry

certifications.

Can the Help Desk be integrated with NOC Services?

Yes! Help Desk Services and NOC Services are designed to be used together to provide 24x7 support for

end-users and the devices on the network. Cloud Services Depot acts a private-label partner to manage

the network and solve user issues so that resellers can focus on higher-margin services. All services are

delivered in your company name without any term commitments or cancellation fees.

What is the NOC Services Portal? Why do I need it?

The NOC Services Portal is a unique feature found only at Cloud Services Depot. The NOC Services Portal

is a secure website designed specifically for resellers and hosted on the Force.com platform. The NOC

Services Portal provides anytime access to all information related to NOC Services, such as Service

Policies, Client Sites and Cases (tickets).

What happens when a RMM alarm or alert is detected?

The NOC Services team will properly configure your RMM software to maximize the monitoring

coverage while reducing the number of false alarms. When a RMM alert/alarm is detected, a new ticket

is created and placed in queue for review. The NOC engineers will review every ticket manually within

15 minutes and then update the ticket with the proper severity level. The ticket is moved to the

appropriate service queue and will be managed according to our industry-leading Service Level

Agreement.

Why do I see the same portal for NOC Services and Help Desk Services?

If you purchase both services, Cloud Services Depot will combine the NOC Services Portal and the Help

Desk Portal into a single view. This makes it easy to manage both services and eliminates duplicate

information such as Client Sites, Devices and Service Policies.

csd noc services sales guide

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