What is a Work Request?
Work request are additional tickets outside the RMM alerts. Its MSP Back office work. You can submit unlimited work request to our NOC engineers. (Everything that needs to be changed/configured/repaired on your managed end-points can be included). User Creation and setup requests. Escalation’s from your helpdesk or engineers. Software removal and deployments. Performance tuning. Client side issues like outlook or quick books.
Work request are additional tickets outside the RMM alerts. Its MSP Back office work. You can submit unlimited work request to our NOC engineers. (Everything that needs to be changed/configured/repaired on your managed end-points can be included).
- User Creation and setup requests.
- Escalation’s from your helpdesk or engineers.
- Software removal and deployments.
- Performance tuning.
- Client side issues like outlook or quick books.
How can I manually assign Work Request/ Work Orders?
For existing NOC clients/customers, if you would like to submit work request you can email at firstname.lastname@example.org
For clients on Premium NOC package, you can assign work request to the NOC queue/board inside your PSA.
Turnaround time on work requests is 24 hours.
How can I add or remove devices from the NOC?
You can email at email@example.com to add or remove devices. You can also contact your account manager for the same.
What devices are included in NOC?
Devices that are included are:-
- Thin Clients
- Network devices
RMM and PSA Tools that we support?
Here is a list of RMM and PSA tools that we support
- GFI MAX RMM
- Affinity Live
What type of NOC services do you provide?
ConcordantOne provides 2 different types of NOC services based on the number of devices you would like us to manage.
This service allows MSPs to serve their customers better by delivering right from their PSA, allowing them to get more out of their tools.
We follow your processes, rules and procedures so that you can receive the best results from your NOC. It is a dedicated NOC for your MSP providing you the ability to scale your business with our NOC service. Benefit… its fixed per device cost with month to month billing.
Note: For private label NOC services you need to have a minimum billing of $1300 per Month, as this service will be delivered from your ticketing tool (PSA), in your company name.
A comprehensive NOC service delivered using our Ticketing system (PSA) and your RMM tool. This service is best fit for IT service providers that manage limited number of devices and have not invested in a PSA tool. We track time and tickets in our portal and send you a weekly report for all work completed by the NOC, allowing you to bill your customers selectively.
With our Shared NOC services you will not only save money but also get the financial flexibility with our per device pricing and subscription based service.
There is no minimum billing for using this service. We integrate our ticketing system with your RMM to manage your tickets. If you run a small MSP or have not invested in a PSA (Ticketing tool) yet, this NOC service will be the right fit for your company. This service is also a right fit, if you are looking to start on a small scale and gradually increase your device count under NOC supervision.
What services do Concordant One Tech provide?
Concordant One Tech provides Network Operations Center (NOC) services, Virtual System Admin services and Migration and Deployment Services, which entails 24 / 7 outsourced NOC services and post deployment support
We also provide complete management and remediation of our client’s network infrastructure.
What are the technologies and platforms we look into?
Concordant One Tech supports our clients on a wide range of technology platforms including Microsoft Windows, Linux, backups and storage, cloud and application hosting, and network management & security. We also support proprietary client applications and infrastructure based on their business requirements.
How are Concordant One Tech’s NOC services provisioned?
Our NOC services are provisioned remotely from our Network Operations Center using secure remote connectivity (VPN or RMM tools) to our client’s networks. Alerts generated from network monitoring tools are responded and addressed real-time within the defined SLAs.
What is the scope or services provided by the ConcordantOne Tech NOC?
ConcordantOne is capable of providing Level 1,Level 2 and Level 3 support to its clients and partners. Network alerts can be re-mediated by ConcordantOne’s certified and skilled engineers and consultants using client-provided documentation and SOP or predetermined industry best practices on standard platforms. These are then further escalated back to the clients for further review, based on defined business rules and SLA’s. Our clients maintain control on the level of investigation, troubleshooting and work that is performed by our team. We also have a dedicated in-house QC team to keep tabs on the quality of service delivery.
Will Concordant One tech NOC use the tools provided by my business?
Absolutely. If you have made an investment in a monitoring tool or a PSA (Ticketing tool), ConcordantOne Tech will work with your existing tools and technologies. We also provide for the option to integrate our service desk with yours using standard APIs and integration tools.
How does ConcordantOne on-board a new client?
ConcordantOne tech follows a formal, well-defined on-boarding program which caters for every type of client we work with. Our team of highly-skilled professionals spend significant time upfront during the transition, to ensure a seamless process delivery. Transitions are done over a live screen sharing sessions with our clients, so its pretty much transparent.
How much time does it take for the on-boarding?
For less than 200 devices you can get started within 24 hours. However, for larger number of devices we may need 2- 3 days before we can ensure complete coverage.
What sort of Service Level Agreements (SLA’s) does ConcordantOne provide for its NOC services?
ConcordantOne follows standard industry SLA’s for our NOC services and other support requests. These are further tweaked and adjusted based on client-specific requirements.
Is ConcordantOne ITIL-compliant?
ConcordantOne’s service delivery ecosystem is entirely compliant to ITIL. All of our service and project managers are ITIL trained and certified.
How secure is Concordant’s NOC facility?
Our NOC facility is highly secure and we have invested a lot in our infrastructure and redundant on data and power. We understand the importance and criticality of our client’s network and data and have taken calculated steps and measures to prevent security breaches.
What is the advantage of hiring an OSA?
There might be a number of IT tasks that your engineer performs for your customers’ IT infrastructure on a day to day basis from your office. Outsourced System Admin’s can help you lower your expenditures on such tasks and allow your team to work on high revenue projects. Think of it as an extension of your in-house team minus the added costs of hiring an in-house engineer.
How do Outsourced System Admins work?
Outsourced System Admin’s work from our highly secure and available infrastructure as a part or extension to your team, and are pre-trained on your tools and technologies.
Are your OSAs certified?
ConcordantOne OSAs are all certified and are hired from some of the best technology companies like Microsoft, Symantec, Dell, VMWare to name a few. All the engineers have the required skillset and expertise to work across multiple technologies.
How can I contact my OSA?
You can setup any channel for communicating with your OSA, be it phone, chat or email.
What time does my OSA work?
The time is decided by you. You can choose any working hours for your dedicated VSA.
What if I have any issue with my Invoice?
We take utmost care to make sure there is nothing wrong with the invoice, however if you have concerns you can email us at firstname.lastname@example.org and we will respond to you within 1 working day.
Do you send Invoices?
Yes, your invoice will be generated in the first week of every month and will payable before the end of month. There is no late payment fee. If you add devices to the NOC once your invoice has been generated, you will be charged for the additional devices in the next invoice.
What are the modes of payment?
There are two modes of payment
- Direct Wire Transfer
There is an additional 5% charge for payment via PayPal. (Transaction fees charged by PayPal)
What are your contact details?
If you are not an existing customer call us on: –
For existing Customers you can contact us on Chat, Email or Phone. We are available on all channels 24 by 7.
Chat directly with our NOC team.