NOC Services Catalog
KASEYA NOC SERVICES CATALOG
Whether you are just starting your MSP business, struggling to staff appropriately
while expanding your business, or looking to provide round-the-clock coverage
without breaking your business model, Kaseya NOC Services can help.
Designed to let you scale quickly, Kaseya NOC Services deliver the monitoring
and management services you need to extend your existing in-house staff and
meet your customers’ demands. You can deploy Kaseya NOC Services 24x7 as
a permanent ‘virtual’ member of your IT staff. NOC Services can absorb a large
percentage of the alarms and requests coming at your team so that you can
focus on strategic projects and growing your business.
CUSTOMER A
NOC
SUBSET OF REQUESTS AND ALARMS
CUSTOMER B
CUSTOMER C
MSP CUSTOMER D
CUSTOMER E
KASEYA NOC SERVICES OFFLOADS
YOUR TEAM SO YOU CAN FOCUS ON GROWTH
Kaseya NOC Services’ à la carte pricing model allows you to choose the services that
matter for the endpoints you manage. Mix and match the services to suit your needs.
For example, you may choose Server Management + Patch + Backup + Antivirus for
production servers, but Patch + Antivirus for test and dev environments.
Grow faster and reduce IT operating costs with Kaseya NOC Services.
CATALOG 2
KASEYA NOC SERVICES CATALOG
Kaseya NOC Services at a Glance
Kaseya’s à la carte pricing model allows you to choose any combination
of the following services across your IT infrastructure.
24x7 ALERT MANAGEMENT
Server Monitoring Kaseya NOC Best Practice Monitor Sets
Triage and escalation of validated alerts
Rule-based notifications and escalations
Suggested remediations
Server Management Kaseya NOC Best Practice Monitor Sets
Triage, escalation and remediation of validated alerts
Rule-based notifications and escalations
Offload routine IT tasks to free up time (See IT Task Management below)
Server Health Checks
Workstation Management Kaseya NOC Best Practice Monitor Sets
Triage, escalation and remediation of validated alerts
Rule-based notifications and escalations
Offload routine IT tasks to free up time (See IT Task Management below)
SNMP Endpoint Monitoring Up/down monitoring of SNMP endpoints
Rule-based notifications and escalations
BACKUP
Backup Management Monitor and remediate backup jobs/schedules
Report backup success/failure counts per defined objectives
PATCH
Patch Management Schedule and deploy patch cycles
Monitor and address failures
Report patch compliance scores
ANTIVIRUS & ANTIMALWARE
Antivirus & Antimalware Schedule and deploy security scans and update cycles
Management Monitor and address failures
Report security compliance scores
TASK MANAGEMENT
IT Task Management Assign IT tasks to the NOC Services team, choosing from
a predefined list such as investigating performance issues,
performing VM migrations, troubleshooting printer problems,
etc. See the Server and Workstation Tasks in the detailed
section below.
CATALOG 3
KASEYA NOC SERVICES CATALOG
Kaseya NOC Services in Detail
Service and SKU Deliverables Detailed Description
Server Monitoring Monitoring Setup Set up monitoring parameters and
thresholds on VSA. For example, define
SKU: NOC-MOSM rules to generate an alert if CPU/Disk
space parameters exceed the set
threshold. We monitor Agent Status,
Windows Services State, Performance
Counters and Event Logs.
24/7 Alert Monitoring Confirm if the alert condition is persistent
and needs action. Alerts are categorized as
Critical, High or Normal. Escalate with
resolution steps via agreed notification
channels. Customer can choose to be
notified via Phone/Email/SMS for different
machines for different criteria. For example,
phone notification for Critical alerts, email
notification for High and Normal alerts.
Server Management Includes all Server
Monitoring deliverables
SKU: plus the additional ones
NOC-MASM-BASE below
24/7 Alert Remediation Resolve the cause of the alert. For example,
free up space when disk is out of space,
bring a machine back up if it is down,
restart services, etc. Escalate via agreed
notification channels if NOC team cannot
resolve the issue; include ticket history.
Scheduled / Ad Hoc Server reboots, services restarts, hardware
Maintenance Activities and software audit reports. Exchange
defragmentation.
Server Health Check Scheduled Server Analysis based on
Microsoft BPA (Best Practices BPA
Analyzer). Reports are shared with
the customer
Reports and Provide 5 Monthly Reports:
Trend Analysis 1. Ticket Volume Trending by Week
2. SLO Compliance Score by Severity
3. Alerts Handled by NOC vs Escalated to
Customer (Count and Alert Types to see
if escalations can be reduced)
4. Top Alerts generated
5. Top Alert generating machines
CATALOG
KASEYA NOC SERVICES CATALOG
Service and SKU Deliverables Detailed Description
Server Tasks • AD User Account Administration Server tasks listed on the left can be
• Network Share Configuration assigned to Kaseya NOC Services.
SKU: • Service Pack installation
NOC-MASM-TASK • VM Migration 2X (number of servers under management)
• VM Resource Upgrade tasks per month are included.
• AD Migration Assistance
Replication Issues
Additional server tasks are sold in
• AD Replication Issues
bundles of 25 tasks.
Troubleshooting
• Server Performance Troubleshooting
• Exchange Server Troubleshooting The server should have a Kaseya agent
on it.
Workstation Monitoring Setup Set up monitoring parameters and
Management thresholds on VSA. For example, define
rules to generate an alert if CPU/Disk
SKU:
NOC-MAWKS-BASE space threshold is breached. We monitor
Hardware and Resource parameters.
24/7 Alert Remediation Resolve the cause of the alert. For
example, free up space when disk is out
of space. Notify customer of hardware
issues. Escalate if NOC team cannot
resolve the issue; include ticket history.
Alert Notifications Alerts are categorized as Critical, High
or Normal.
Set up notification rules per customer
requirements. Customer can choose to
be notified via Phone/Email/SMS for
different machines for different criteria.
For example, phone notification for
Critical alerts, email notification for High
and Normal alerts.
An escalation tree can also be set up such
that the secondary customer contact is
notified if the primary doesn’t respond.
Scheduled / Ad Hoc Temp file cleanup, disk analyze, hardware
Maintenance Activities and software audit reports.
Reports and Trend Analysis Provide 5 Monthly Reports:
1. Ticket Volume Trending by Week
2. SLO Compliance Score by Severity
3. Alerts Handled by NOC vs Escalated
to Customer (Count and Alert Types
to see if escalations can be reduced)
4. Top Alerts generated
5. Top Alert generating machines
CATALOG 5
KASEYA NOC SERVICES CATALOG
Service and SKU Deliverables Detailed Description
Workstation Tasks • Investigation and Remediation Workstation (e.g. desktop, laptop) tasks
of Performance Issues listed on the left can be assigned to NOC.
SKU: • Network Share Access Issues
NOC-MAWKS-TASK • Troubleshoot Printer Problems 1X (number of workstations under man-
(Driver installations/updates) agement) tasks per month are included.
• User Login Administration/
Troubleshooting
Additional tasks are sold in bundles of 25
• User Profile Migration
tasks.
• Third-Party Software Installation/
Updates
• Windows 10 Updates The workstation should have a Kaseya
agent on it.
SNMP Device Monitoring 24/7 Alert Monitoring Once the SNMP device is set up in VSA,
Kaseya NOC Services will monitor for
SKU: Critical Alerts/Failures.
NOC-MOSNMP
Alert Notifications Set up notification rules per customer
requirements. Customer can choose to be
notified via Phone/Email/SMS for
different devices.
An escalation tree can also be set up such
that the secondary customer contact is
notified if the primary doesn’t respond.
Patch Management Configuration of NOC/Customized Set up Default NOC Patch Policy for all
Patch Policies on VSA Security and Critical Updates OR set up a
SKU: user-defined Patch Policy.
NOC-PTCH
Patch Deployment Ensure patches are deployed during
maintenance window. Perform pre/post
checks.
Patch Failure Resolution Fix failed patches to ensure completion
within maintenance window.
Patch Compliance Reporting Provide a Patch Score report at the
end of each Patch cycle.
CATALOG 6
KASEYA NOC SERVICES CATALOG
Service and SKU Deliverables Detailed Description
Backup Management Backup Management (Multi-vendor) Ensure backups are successfully completed
as per user requirements.
SKU: NOC-BKUP
Agent/Software Updates Update backup agent/software
as required.
Backup Failure Resolution Fix backup failures. For example, ensure
space is available at the destination and
rerun the job.
Backup Compliance Reports Provide a monthly Backup Score report
indicating how many machines have
backups within SLAs.
AV/AM Management Antivirus Management
(Multi-Vendor)
SKU:
NOC-AVAM
Installation / Definition Ensure definition updates are applied
Updates Failure Resolution within 30 days of release.
Scan Failures Trap / fix scan failures.
Threat Resolution Isolate / clean up threats detected by AV.
Notify the customer of actions taken.
AV/AM Compliance Reports Provide a monthly AV/AM Score report.
CATALOG 7
KASEYA NOC SERVICES CATALOG
Onboarding
During NOC Services onboarding, customer participation is key to a successful
engagement. We have structured the onboarding process to optimize the value
we deliver to your company.
Listed below are the various tasks, ownership and timeline for the NOC
onboarding process:
Terms and Conditions
Kaseya will use commercially reasonable efforts to provide the Services and to meet the
Hours of Availability, Response Times and Service Levels based on available staffing;
provided, however, that Customer acknowledges and agrees that not all issues can be
resolved, a particular outcome cannot be guaranteed, Hours of Availability, Response
Times and Service Levels may vary. The purchase and use of all Software and Services
is subject to the Agreement as defined in http://www.kaseya.com/legal.aspx. Use of the
Software or Services indicates Customer’s acceptance of the Agreement. Capitalized
terms not otherwise defined herein shall have the meaning set forth in the Agreement.
CATALOG 8
ABOUT KASEYA
Kaseya® is the leading provider of complete IT infrastructure management solutions for managed service providers
(MSPs) and internal IT organizations. Through its open platform and customer-centric approach, Kaseya delivers best in
breed technologies that allow organizations to efficiently manage, secure, automate and backup IT. Kaseya IT Complete
is the most comprehensive, integrated IT management platform comprised of industry leading solutions from Kaseya,
Unitrends, Rapidfire Tools, Spanning Cloud Apps, IT Glue and ID Agent. The platform empowers businesses to: command
all of IT centrally; easily manage remote and distributed environments; simplify backup and disaster recovery; safeguard
against cybersecurity attacks; effectively manage compliance and network assets; streamline IT documentation; and
automate across IT management functions. Headquartered in Dublin, Ireland, Kaseya is privately held with a presence in
over 20 countries. To learn more, visit www.kaseya.com.
©2020 Kaseya Limited. All rights reserved. Kaseya and the Kaseya logo are among the trademarks or registered
trademarks owned by or licensed to Kaseya Limited. All other marks are the property of their respective owners.
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