What’s Included
For servers with a Gold Server RMM agent installed, remote technical support services are provided by the Managed Operations Center MOC on a 24/7/365 basis.
Real time technical assistance is delivered through one or more of the following communication channels: telephone, email, ticketing system, customer portal, or other communication methods as may be mutually agreed upon in writing.
The MOC responds to and assists with tickets such as:
- Management and troubleshooting of Active Directory services, including user and computer account lifecycle management, security and distribution group management, GPO configuration and troubleshooting, domain controller replication and connectivity issues, FSMO role management, Active Directory sites and trust relationships, and domain security policy enforcement
- Administration of cloud based identity management in hybrid or cloud only environments, including directory synchronization such as Azure AD Connect, conditional access policies, MFA, application authentication such as OAuth, OIDC, or SAML, SSO integrations, and identity related security alerts
- Operational support of the Microsoft 365 environment, including Exchange Online mailbox and distribution list management, SharePoint Online and OneDrive administration, Microsoft Teams configuration, license management, and Microsoft 365 security and compliance alerts
- Remote support for on premises server hardware, including fault diagnosis, vendor coordination for repairs, RAID monitoring and management, firmware and BIOS updates, performance monitoring, capacity planning, and routine health checks
- Support and administration of VMware vSphere, ESXi, Hyper V, or other virtualization environments, including VM creation and configuration, resource pool management, live migration, virtual networking and storage, snapshot and backup integration, and hypervisor troubleshooting
- Management of SAN, NAS, and cloud based storage systems, including volume and LUN configuration, capacity and performance monitoring, replication and backup, vendor coordination for hardware alerts, and data integrity assurance
- Support for change management procedures, including reviewing and executing approved changes, maintaining configuration baselines, conducting pre and post change validation, coordinating maintenance windows and CAB approvals, and implementing rollback procedures as needed
- Management of regular server patch cycles, including operating system and application updates, critical and out of band patches, staging environment testing where possible, troubleshooting patch failures, and compliance reporting
- Development and maintenance of baseline server images and templates incorporating standard operating system settings, security configurations, and approved software. Images are updated periodically and used for new deployments and rebuilds. P2V and V2V conversions may also be managed as required
- Assistance with SOE image development for workstations and laptops, including necessary drivers and software, domain joined device settings, and automated deployment tools such as WDS, MDT, or Microsoft Endpoint Manager
- Remote administration of VDI environments, including master image management, patching, virtual desktop pool configuration, profile and user environment management, and platform troubleshooting
- Management of cloud based device management services, including device compliance policies, Autopilot or automated enrollment, and endpoint security configuration
- Support for enterprise applications and databases on managed servers, including service monitoring, connectivity troubleshooting, log analysis, service recovery, backup verification, vendor coordination, and user access management per instructions
Related Services
- Gold Server RMM