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.

Security and Privacy

The following information about you and your company will be collected during your service;

  1. Company Name ( PI )
  2. Email Address of the account holder ( PI )
  3. Name and Surname of the account holder ( PI )
  4. Phone number of the account holder. ( PI )
  5. Company's address information ( PI )
  6. Email address & credentials shared by the account holder ( PI )
  7. Name and Surname of the technicians shared by the account holder (for service desk escalations) ( PI )
  8. Email address of the technicians shared by the account holder. (for service desk escalations) ( PI )
  9. Logo and icons of the Company ( PI )
  10. The date the Customer joined the service.

Also, these additional information will be needed about your customers;

  1. Company Name ( PI )
  2. Company Address ( PI )
  3. Company Email ( PI )
  4. Phone number of the Company ( PI )
  5. Services assigned to the company
  6. "End Customer" price of the assigned services
  7. The date the service is asked to be started.
  8. Name and Surname of "End Customer" contacts ( PI )
  9. Email address of "End Customer" contacts ( PI )
  10. Phone number of of "End Customer" contacts ( PI )
  11. Address information of "End Customer" contacts ( PI )
  12. The date the service is asked to be started.

Through usage of our services and RMM solutions, the following information about the endpoints of your customers will also be collected;

  1. Computer name ( PI )
  2. Logged-in User ( PI )
  3. Owner of the endpoint ( PI )
  4. Active Directory / LDAP configuration
  5. Domain/Workgroup information ( PI )
  6. Processor information
  7. Serial number ( PI )
  8. System model
  9. System manufacturer
  10. Device time zone
  11. Device registration time and last connection to RMM system date
  12. Operation system information
  13. Last reboot reason
  14. Installed applications
  15. Disk, RAM, CPU and network usages
  16. Network configurations
  17. Operating system and some 3rd party application patch statuses
  18. Logs of executed scripts during the service
  19. Logs of installations, remote connections and file transfers

Also, there are "service tickets" created by your customers and documents shared by you through the ITGlue system. Note : PI stands for "Personally Identifiable" data.

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.

Your data is stored as long as you continue to have an active account and some more depending on your usage of the Total NOC Support services. See the next item for such scenarios.

Your data is stored in North America Amazon services.

We categorize the data you have to in 3 different parts

  • Total NOC Support Portal ; TNS Data
  • Itarian (RMM and Service Desk data)
  • ITGlue (Documentation)
  • Stripe (for online payments)

TNS Data

If you haven't assigned any service to any of their your customers yet, Total NOC Support will delete the Customer's data within 30 days of request

If you have assigned a service to a customer of yours, Total NOC Support will delete your data after a 6 month retention period starting from the day of your request.

If you have provided authorization to process ACH (Automated Clearing House) payments to Total NOC Support for the automated collection of the service invoices, Total NOC Support will delete your data after a 2 year retention period per NACHA rules.

ITarian

Itarian RMM and Service Desk solutions are used during your services and thus, the “Endpoint” and “Ticket” related data deletion is dependant on ITarian policies. Total NOC Support will request the deletion of your data in your place but for the actual timelines, please check the ITarian documentation for its policies (https://www.itarian.com) . Currently, ITarian will remove your requested data within 30 days of request.

ITGlue

If you have your own ITGlue account and are just sharing your data trhough ITConnect integration of ITGlue, we won't have any way to delete your data. All you need to do is remove the access of Total NOC Support to your data. However, if you do not have your own account, an account within Total NOC Support will be provided to you to share your information. You, will be able to remove all your data through your own account. Please check out ITGlue's Privacy Policy for up to date information about it https://www.itglue.com/privacy-policy/

Stripe

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. It means that any online payment you made for your service purchases on Total NOC Support, will only be collected at the payment gateway Stripe. Please check out Stripe's privacy policy https://stripe.com/gb/privacy. Stripe is a PCI Service Provider Level 1 which is the highest grade of payment processing security. You can rest assured that your data is safe

All requests for deletion of your data must be made to servicemanager@totalnocsupport.com and upon request, your TNS Data, ITarian data will be deleted within the mentioned periods and your ITGlue account will be removed including its shared data.

Total NOC Support reserves the right to keep non-personally identifiable data for statistical purposes for an indefinite time. Such data cannot be traced back to either you, your company or your "End Customers". Please check the list of the data provided in this document for data marked as PI. Such data is extracted from the original data through a process called "Anomization" which removes all PI data from it. For any questions or enquiries please contact us at servicemanager@totalnocsupport.com

Upon written (emails included) request from you, Total NOC Support will provide a copy of the information it has about you and your customers within a 30 days period. All requests must be made to servicemanager@totalnocsupport.com

Total NOC Support uses several defence mechanisms to protect your data and also makes sure that the outside solutions used are also in line with such security policies. As you might guess, we cannot share all the details of such mechanisms to maximize their effectiveness. Thus, the information presented here will not jeopordise the system security but will also provide you with a hint of the security policies and technologies in use.

Here is a list of systems in use through your services

  • Total NOC Support web site ; www.totalnocsupport.com
  • Total NOC Support portal ; app.totalnocsupport.com
  • Itarian ; https://us.itarian.com
  • ItGlue ; https://www.itglue.com/
  • Stripe ; https://www.stripe.com

Total NOC Support Web Site

  • All client to server communications are encrypted over https connections using the strongest TLS protocols, RSA 2048 bit keys and SHA 256 algorithms.
  • Protected by enterprise grade firewalls and intrusion prevention systems

Total NOC Support Portal

  • All client to server communications are encrypted over https connections using the strongest TLS protocols, RSA 2048 bit keys and SHA 256 algorithms.
  • Protected by enterprise grade firewalls and intrusion prevention systems
  • Also provides combination of different hashing, salting, encryption machanisms to protect some parts of your data.
  • Utilizes Two-Factor authentication for current Itarian users.

Itarian

  • All client to server communications are encrypted over https connections using the strongest TLS protocols, RSA 2048 bit keys and SHA 256 algorithms.
  • Protected by enterprise grade firewalls and intrusion prevention systems
  • Optionally provides Two-Factor authentication for access
  • Conducts yearly HIPAA and PCI/DSS checks to judge its capability to assis organizations with the technical requirements in complying with the Protection from Malicious Software requireement of these certifications. However, as Itarian is not a healthcase system or has online payment capability within, it does not have specific certifications under these topics.

ItGlue

  • All client to server communications are encrypted over https connections using the strongest TLS protocols, RSA 2048 bit keys and SHA 256 algorithms.
  • Service Organization Control Level 2 (SOC2) compliant

Stripe

  • Stripe is a PCI Service Provider Level 1 which is the highest grade of payment processing security.

Currently, Total NOC Support offers no such compliance. However, the main tools used within the services are either checked yearly against such compliances or provide some of these compliances .

As Total NOC Support begin operation very recently, it can only go through PCI/DSS compliance as requested by Stripe, our payment gateway partner. But the process has not finished yet. This document will be updated once the process is finished.