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Scope of Services
The Virtual NOC service is a 24x7 service covering the monitoring and maintenance of desktops, servers and network devices. Zenith has created the following service plans to give IT service providers a high-level of flexibility in choosing what services best suit their needs:
Desktops
1. Total Desktop Care –
This is a preventive maintenance service for desktops designed to proactively and regimentally maintain the most troublesome areas of desktop management such as virus problems, spyware issues and patching. It is highly unobtrusive and performed as a background service. The services performed under Total Desktop Care are:
- Anti-Virus Management
- Spyware Management
- Temporary File/Internet Debris Removal
- Patch Management
Servers / Devices
1. Server Watch – This is a 24x7 monitoring, analysis and escalation service based on alerts and early warning data received from Zenith’s SAAZ software. Typically any server monitoring tool generates between 9-20 alerts per day per server. Under Server Watch Zenith engineers watch the alerts, analyze them and intelligently escalate issues (with steps to resolution) to the IT service provider’s engineers either by phone (if it is an emergency) or by trouble ticket using the ticketing features within SAAZ (tickets will be entered in Connectwise for partners using it). With Server Watch, Zenith engineers do not need access behind the end client’s firewall or to the servers being monitored. The alert analysis is performed using remote diagnostic software permitting the engineers at the NOC to get sufficient diagnostic information to process alerts being received. Server Watch covers the following:
- 24x7 monitoring, analysis and escalation
- Anti-Virus Monitoring
- Backup Monitoring
- Patch Management
Early Warning and Preventive Alerts for:
- Hardware (memory, disk, RAID and UPS)
- Microsoft Windows 2000 and above
- Active Directory
- Linux
- Microsoft Exchange 2000 and above
- Microsoft SQL Server 2000 and above
- Citrix Metaframe
- Antivirus
2. Remote Server Care – This is a complete, 24x7 server monitoring, remediation, maintenance and management solution. On a best effort basis, Zenith engineers monitor and troubleshoot server problems based on alerts and early warning information received from the SAAZ software as well as troubleshooting requests received from the IT service provider. Remote Server Care covers the following:
- 24x7 monitoring and troubleshooting (on a best effort basis)
- Anti-Virus Management
- Backup Management
- Patch Management
- Service Pack Installation
Early Warning and Preventive Maintenance for:
- Hardware (memory, disk, RAID and UPS)
- Microsoft Windows Server
- Active Directory
- Linux
- Microsoft Exchange
- Microsoft SQL Server
- Microsoft Small Business Server
- Citrix Metaframe
- Anti-Virus
3. Monitoring of Network Devices – Zenith provides monitoring via SNMP and troubleshooting of network and hardware devices such as switches, routers and UPSs.
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