Gold Workstation RMM & Support

• Standard desktop management and monitoring

• Desktop patch issues
• Patch assessment failures
• System reboot notifications

• I/O operations at logical block
• Average CPU utilization
• Disk queue length
• Available/Used memory

• Gateway agent communication failures
• Partially installed agent detection

For workstations with a Gold Workstation RMM agent installed, Managed Solution’s Managed Operations Center (“MOC”) shall provide remote technical support services to Client’s end users on a 24/7/365 basis. The MOC shall provide real-time technical assistance 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 by the Parties.

The MOC shall respond to and assist with tickets such as:

• Prompt investigation and resolution of alerts or incidents generated by the RMM agents or on Client’s workstations, including performing remote diagnostics and remediation steps to address issues such as system outages, performance degradation, or security alerts;
• Managing and troubleshooting issues related to user identity and access on Client’s systems, such as Active Directory account administration, Microsoft Entra ID (Azure AD) and other identity provider issues, including creating or removing user accounts, password resets, group membership changes, and resolving login or authentication problems for end users;
• Providing end-user support and problem resolution for issues with email and collaboration platforms (e.g., Microsoft Exchange Online, Microsoft Teams, SharePoint, OneDrive) and common productivity software (e.g., Microsoft Office 365 applications), ensuring users can effectively use the tools required for their job functions;
• Troubleshooting and support for end-user hardware issues involving desktops, laptops, monitors, printers, and peripheral devices (such as keyboards, mice, docking stations, etc.), including guidance on hardware repairs or coordinating warranty service if needed (notifying Client when on-site repair or manufacturer support may be required);
• Providing support for standard business applications and approved third-party or Software-as-a-Service (SaaS) applications in use by Client’s end users (to the extent that appropriate documentation and/or vendor support is available), including assistance with installation, configuration, and basic troubleshooting of those applications;
• Assisting users with network and connectivity issues related to their workstations, including local network access issues and remote access problems (for example, issues with VPN connections, Wi-Fi connectivity, or other remote work access technologies), in order to restore or facilitate users’ connectivity to Client’s IT resources.