SMB Services

NetEnrich SMB services are designed to provide a comprehensive level of remote infrastructure management services to SMBs at an affordable price, while driving additional value to our partners. NetEnrich has an experienced team of certified domain engineers who understand how to manage complex cloud, data center, and on-premise IT environments. NetEnrich SMB services provides faster problem resolution and improved service levels for key business applications hence enabling partners to better meet business requirements. Our services are performed 24x7x365 using enterprise level technologies and following best proven ITIL processes to ensure a 24×7 uptime for servers, network devices, infrastructure, and business applications.

Partners and clients receive many benefits:

  • Secure ISO-27001 certified NOC
  • Innovative IT operations technology platform for IT service management of on-premise to cloud infrastructure
  • Session recordings for auditability
  • Proven ITIL processes built to manage complex and advanced technologies
  • Handling of sophisticated IT requirements

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NetEnrich SMB services are available at three service levels.

SMB-SmartEscalate is the next lower level of service offering and is a mix of managed services and enabled-self-service options. It delivers monitoring, alert triaging, and escalation services to your IT team.

SMB-AID is the next lower level offering of managed services and delivers monitoring, alert triaging, SOP based first level remediation, and notification of system updates.

SMB-MANAGE is the most comprehensive and full managed services offering. It provides managed services for the SMB client infrastructure and is focused on troubleshooting, remediation, problem reporting, coordination with 3rd party vendor tech support, and reporting via a secure NetEnrich IT operations platform (ITOP).

SMB Services

NetEnrich SMB Services – Scope Of Services and Technology Offered SmartEscalate AID MANAGE
NetEnrich ITOP Platform (Monitoring, Management,
Tickets, Session Recordings, Remote Console, Reports, etc.,) Executive Dashboard (Web Portal), Private Brandable, On-Demand, Weekly & Monthly Reports, Two-Way
Integration With Autotask / ConnectWise
24 X 7 Monitoring, Alert filtering, & Alert Priority from
ISO27001 Certified NOC
Alert Validations using Runbook Automations (RBA) Automated, RBA RBA + Manual RBA + Manual
Alert & Incident Prioritization With Multi-level Escalations Automated Manual Manual
Bundled Antivirus: VIPRE Business Premium Edition
Patch Rating Service, Patch Failure Alerts
Patch Installations & Antivirus Definition Updates For Supported Antivirus Products ITOP + Self-Service
Standard Operating Procedures (SOPs) Based Initial Remediation ITOP + Self-Service
Configuration Backup Of Network Devices As Applicable ITOP + Self-Service
ISP Vendor Escalations & Follow-up ITOP + Self-Service
Firmware Upgrades As Required or On Request Basis ITOP + Self-Service ITOP + Self-Service
Troubleshooting And Full Remediation ITOP + Self-Service ITOP + Self-Service
3rd Party Vendor Escalations for Further Troubleshooting
And Full Resolution Of Configuration Issues
ITOP + Self-Service ITOP + Self-Service
Root Cause Analysis Of Critical Issues ITOP + Self-Service ITOP + Self-Service
Move, Add, And Changes (MACs) ITOP + Self-Service ITOP + Self-Service
ITOP + Self-Service: = Enabled Self-Service. Technology and tools provided.
Runbook Automation (RBA): Automated alert filtering and validations using script framework

Supported Technologies For NetEnrich SMB Services

Category Supported Technologies
Network Infrastructure Network devices such as routers, switches, firewalls, VPN appliances, Wireless Controllers, Fabric switches, etc., by vendors such as Cisco, Juniper, Brocade, HP, Sonicwall, Barracuda etc.
Virtualized Infrastructure VMWare, Citrix, Xen and Microsoft virtualization platforms including desktop and application virtualization
Storage Infrastructure SAN, NAS and unified storage devices from vendors such as EMC, DELL Equallogic, HP and NetApp.
Converged Infrastructure & Private Clouds EMC VSPEX
Unified Communication Cisco Unified Communications – hardware voice gateways, IP phones and switches, software such as UCM, Contact Center, Cisco Unity. Microsoft Lync – all server roles such as Edge, Front end, Mediation and Backend servers, and ShoreTel – unified communications platform hardware which includes ShoreTel’s voice switches.
Database Management Comprehensive support for MySQL, MSSQL
Application Management Email applications such as Microsoft Exchange, Microsoft Active Directory and Blackberry. Web servers such as IIS, Apache, and Tomcat. Backup applications such a Symantec Backup Exec, Axcient, VaultLogix, Datto etc. and other applications such a Microsoft SharePoint.
Server Management Supports a wide range of servers which includes Microsoft Windows Servers, Linux based servers, Dell PowerEdge servers, IBM and HP Compaq Servers.

 

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