After-hours NOC Support

  • MSP from Texas, USA


The client required a proactive NOC team for their Managed Service customers. NOC support includes monitoring of servers and workstations. They require proactive managing of AV, Patch Management, and Backup.

Technologies & Tools

  • RMM: Connectwise Automate
  • Ticketing: AutoTask
  • Backup: Datto
  • EDR: SentinelOne
  • Remote: Connectwise Control

Our Solution

We developed a proactive and competitive team to manage the whole NOC services for their MSP clients. We basically support their entire after-hours whereby all the alert tickets that are triggered in Autotask Ticketing tools via Labtech are addressing within the SLA. Our team maintains all the NOC queues for the client and works on the tickets with the procedure and SOP provided by the client. Based on the evaluation of the infrastructure and the configuration of the RMM tool and scripts present, we provide the best recommendation/practice as per industrial standards.

Business Impact

  • Timely management ticket handling
  • Providing RMM support
  • Patch management
  • Backup management

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