Service Definitions

TNS provides white-labeled help desk and server support services to our partner. In addition to 24/7 service schedules, weekend only and off-hours service options are also available for your customers that need the extra hand outside of working hours.

White-labeled services mean that the service will be provided under your company name and brand. There will be no mention of Total NOC Support to your customers.

Total NOC Support uses RMM (Remote management and monitoring) and Service Desk solutions of Itarian (https://www.itarian.com) to provide these services. All licence costs required for these services are included in price and you don't need to worry about any of those. RMM agent will be rebranded with your logo and icons in line with white-labeled service offerings.

Additionally, Total NOC Support uses ItGlue (https://www.itglue.com) for you to share customer information (such as system passwords) with us on a secure manner. You will not be charged for this additonal layer of security as well.

Also, for a limited time only, Total NOC support covers for your support phone number costs. This way, your customers can start calling "Your" help desk to get services on day one!

All things considered, Total NOC Support has no hidden fees (such as installation fees) and charges and you will be paying only for the service itself, not for the tools that are required to provide it.

Help desk service consists the following items;

  • Desktop Maintanance and Optimization
  • File and Folder Permission Problems
  • Password Administration
  • Software Installation and Removal
  • Spware and Adware Removal
  • Microsoft Critical Patch Updates
  • Client Email Configurations
  • Printer Configurations

In addition, several items are automaticaly monitored to provide proactive services.

  • Network & CPU & RAM, HDD capacity monitoring
  • Critical and Security patch failures
  • Account lockouts
  • Third party patch failures

Also, we provide support with licensed Comodo Advanced Endpoint Protection (AEP) installations which also enable us to provide proactive support with

  • Malware Detection
  • Zero-Day Attack Detection
  • Automated Unknown File Analysis

Note that 3rd party software support is limited to "best effort" only as there are many softwares which may or may not be known by our technicians and engineers.

Server support services consists the following items;

  • Critical and security windows updates
  • Event log monitoring and maintanance
  • Drive space monitoring
  • Online / Offline Status monitoring
  • Network, CPU, RAM monitoring
  • Windows and 3rd party patch monitoring
  • Account lockout monitoring

Also, we provide support with licensed Comodo Advanced Endpoint Protection (AEP) installations which also enable us to provide proactive support with

  • Malware Detection
  • Zero-Day Attack Detection
  • Automated Unknown File Analysis

If the problem is outside of the scope of the service, it will be escalated back to you to make the final decision on if you'd like to provide support for it or not.

If a problem requires on-site support, it will be escalated back to you to make the final decision on if you'd like to provide support for it or not. Total NOC Support provides remote services only

As there are many vendors and many solutions, it will not always be possible to solve all problems on such softwares. Our technicians and engineers will help with the problems with a 3rd party software to be best of their knowledge. On average, our technicians will spend around 30 minutes to solve a problem before escalating it to you to make the final decision on if you'd like to provide support for it or not.

This also includes 3rd party anti-malware solutions

There are several ways for your customers to reach your services.

  • via Phone
  • via Email
  • via a web form in your own web page
  • via the endpoint agent

You will be given a support phone number by Total NOC Support representative when you create your first service. For a limited time only, you will not be charged for this phone number.

You also will be asked to share the credentials of an email address that you wish to be used as your own service email address (ie support@mycompany.com) . Your customers may send emails to this address to start support tickets. These tickets will be replied through the same email address to protect your brand.

You also will be represented with an option to copy/paste a small code in your own web site. Through this integration, your customers can also create tickets from your own web site.

Also, the RMM agents provided within the Total NOC Support services offer the option to create support requests as well. Your customers can just right click on icon's RMM agent to submit a new ticket.

Once you signup, or fill the form on the home page, a Total NOC Support will reach out to you to walk you through our services and what needs to be done.

As a summary, you will be required to

  • Create an account in Total NOC Support Portal (for free)
  • Share information about the customer you wish to provide a service to
  • Share your company logo and information
  • Share a support email address configuration
  • Learn the escalation process and how to work with Itarian Service Desk
  • Install the RMM agents to your customer endpoints

And you will be provided with

  • Training on how to use Itarian RMM and SD solutions
  • A support phone number that your customers can call
  • A service brochure that you can print out (with your logo and information on it) to share with the end users of your customer, showing them how to reach your services and what to expect from it.

Optionally, you can also share your banking information to automate the payment of your bills for ACH payments. (Only in US)

Billing and Pricing

When a service request of yours is approved by Total NOC Support Service Managers, you will start receivin emails including your invoices and online payment links.

Total NOC Support services are billed monthly in advance. Which means;

  • When a service is approved, you will receive an invoice for it on the same day for the remaining part of a month (starting from the date you agreed for it)
  • After that, on each 20th of a month, you will receive invoice for the services of the next month.

Total NOC Support partnered with Stripe (https://www.stripe.com) for online payment operations. If you choose to use online payment options, note that none of your banking information is collected or stored in any Total NOC Support system at any point.

You can cancel a service for free before it is started. Also, you can stop an active service with a 30 day notice period.

You can also make changes on a service. For instance, if you wish to increase the number of endpoints for a service of a customer, you are free to do so. But, your changes will take effect on the next month, and you will only be billed on the 20th of a month before that. This way, we ensure that you do not face any unintended costs at any time

Once you signup, or fill the form on the home page, a Total NOC Support will reach out to you to discuss how to proceed. Total NOC Support offers 15 day free trials to selected partners. However, trial services might be limited to 8x5 (CST) on some regions instead of 24/7. Please consult with your service manager to learn more.