What’s Included
For workstations with a Gold Workstation RMM agent installed, remote technical support services are provided by the Managed Operations Center MOC to end users 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:
- Prompt investigation and resolution of alerts or incidents generated by the RMM agents or on supported workstations, including remote diagnostics and remediation steps to address issues such as system outages, performance degradation, or security alerts
- Management and troubleshooting of user identity and access issues, including Active Directory account administration, Microsoft Entra ID Azure AD and other identity provider related issues, user account creation and removal, password resets, group membership changes, and login or authentication support for end users
- End user support and problem resolution for email and collaboration platforms such as Microsoft Exchange Online, Microsoft Teams, SharePoint, and OneDrive, as well as common productivity software such as Microsoft Office 365 applications
- Troubleshooting and support for end user hardware issues involving desktops, laptops, monitors, printers, and peripheral devices such as keyboards, mice, and docking stations, including guidance on hardware repairs or coordination of warranty service if needed. Notification may be provided when onsite repair or manufacturer support is required
- Support for standard business applications and approved third party or Software as a Service SaaS applications in use by end users, to the extent appropriate documentation and or vendor support is available, including assistance with installation, configuration, and basic troubleshooting of those applications
- Assistance with network and connectivity issues related to workstations, including local network access issues and remote access problems such as VPN connections, Wi Fi connectivity, or other remote work access technologies, in order to restore or facilitate connectivity to IT resources
Related Services
- Gold Workstation RMM