IT Help Desk Solution

1
CALL US 732-465-0001
MANAGED NOC AND HELP DESK SERVICES A seamlessly
integrated unit of your operations

We provide you with a seamless experience of
owning a Network Operations Center without
actually having to manage it yourself - with
unmatched technical support and expertise. By
handling more than 90? of your routine tickets,
we share the labor-intensive responsibility of
your business to save costs, and allow you to
focus on projects that have more business value.
[phone] [phone]
www.extnoc.com
2
2
MANAGED NOC AND HELP DESK
SERVICES A seamlessly integrated unit of
your operations
OUR SERVICE CAPABILITIES

• Web-based service desk with comprehensive support
  for ITIL v3 best practices.
• Automated support for Incident, Problem, Change
  and
• Configuration management with a strong adherence
  to SLAs.
• Talent pool of more than 500 NOC certified
  engineers, who carefully monitor and maintain
  network devices, enterprise servers, databases,
  and applications.
• Optimal network performance by reducing anomalies
  in infrastructure health, security, and capacity.

• Enhanced employee productivity and efficiency by
  partnering
• with our user management services.
• Utilize our Enterprise-class support tools, along
  with our employee knowledge base, to perform
  troubleshooting and root-cause analysis swiftly
  and efficiently.
• Help Desk Support services can be branded and
  customized
• to meet your specific requirements.
• Single-point of contact for all your IT and
  non-IT issues.

NOC HELP DESK SERVICE FEATURES By leveraging
our NOC and Help Desk services together, you can
unburden your labor and infrastructure -
transferring to a trusted, reliable and flexible
team of experts.
server support features
standard
advanced
comprehensive
24x7 Performance Preventive Maintenance X X X
Remote Support - Manned Helpdesk Technician Based on Service Availability SLA selected X X X
Support for servers on-premise, data center of cloud based, inclu- ding support for any applications functions and services X X X
Support for multi-location environments, including most international locations X X X
Tiered service level support Service Level Agreements (SLA) requirements supported X X X
All popular operating systems, hardware and software platforms supported X X X
[phone] [phone]
www.extnoc.com
3
3
ITIL-based incident and problem management toolsets and processes utilized X X X
Administrative Tasks, Virus Malware Removal, and Software Installations as needed. All other work will be considered as out of scope and offered at an additional charge X X X
Hardware Software Asset Audits X X X
Built-in Remote Control Capabilities X X X
Remote control license support X X
New machine setups and training if needed X X
Change Management and Configuration Management Support X X
Enterprise Anti-Virus Protection Maintenance X X
Enterprise Anti-Malware Protection Maintenance X X
Patch Deployment Services X X
Patch Whitelisting Service X X
Proactive/On-Demand Server Restarts X X
Discounted Project Services X X
Field Dispatched - 3rd Party (3rd party vendor coordination) X
Dedicated phone line X
Client Identifiable Technician for On-site Work X
3rd Party Management through Resolution Recovery Ticket management and vendor liaison for third party issues X
desktop support features
standard
advanced
comprehensive
Remote Support - Manned Helpdesk Technician Based on Service Availability SLA selected X X X
Support for desktops, MACs, Laptops, Portable devices X X X
Support for all common applications X X X
Support for multi-location environments, including most international locations X X X
Tiered service level support Service Level Agreements (SLA) requirements supported X X X
All popular operating systems, hardware and software platforms supported X X X
ITIL-based incident and problem management toolsets and processes utilized X X X
[phone] [phone]
www.extnoc.com
4
4
Administrative Tasks, Virus Malware Removal, and Software Installations as needed. All other work will be considered as out of scope and offered at an additional charge X X X
Hardware Software Asset Audits X X X
Built-in Remote Control Capabilities X X X
Remote control license support X X
New machine setups and training if needed X X
Change Management and Configuration Management Support X X
Patch Deployment Services X X
Patch Whitelisting Service X X
Dedicated phone line X
Client Identifiable Technician for On-site Work X
3rd Party Management through Resolution Recovery Ticket management and vendor liaison for third party issues X
network support features
standard
advanced
comprehensive
24x7 Monitoring Notification X X X
Remote Support - Manned Helpdesk Technician Based on Service Availability SLA selected X X X
Support all Network elements including Router, Switches, Firewalls, Wireless Access Points, etc. X X X
Support for VoIP sets and mobile devices X X X
Support for multi-location environments, including most international locations X X X
Tiered service level support Service Level Agreements (SLA) requirements supported X X X
All popular operating systems, hardware and software platforms supported X X X
ITIL-based incident and problem management toolsets and processes utilized X X X
Hardware Software Asset Audits X X X
Built-in Remote Control Capabilities X X X
New machine setups and training if needed X X
Change Management and Configuration Management Support X X
Patch Deployment Services X X
[phone] [phone]
www.extnoc.com
5
5
Patch Whitelisting Service X X
Discounted Project Services X
Dedicated phone line X
Client Identifiable Technician for On-site Work X

• TIERED SUPPORT HELP DESK INCIDENT MANAGEMENT
  TIERS
• For any incidents, including critical ones, we
  immediately get into action, open up a conference
  bridge, liaise with all the involved parties for
  resolution, and send regular updates to business
  and IT stakeholders, based on the escalation
  matrix. The following are the different tiers of
  support our Help Desk offers.
• TIER-0 SUPPORT
• This is automated or self-service support level
  that users can access themselves without the aid
  of the Help Desk. Level 0 support is performed
  without the aid of a Help Desk technician.
• Self service facilitates automated password
  resets, web sites for requesting ITIL support,
  and knowledge base lookup.
• While this is primarily the responsibility of the
  customer, we can work with the customer to
  develop Wikis and other desk
• references that are useful for self-service and
  efficient incident management prior to opening a
  ticket.
• TIER-1 SUPPORT
• This is a basic level support provided for
  monitoring notification, logging, and tracking of
  an incident through resolution.
• It is backed by a generalist NOC Technician with
  a broad understanding of a part(s) of the IT and
  network infrastructure under management.
• Basic support and troubleshooting, such as
  password resets, printer configurations,
  break/fix instructions, ticket routing and
• escalation to Tier-2 and Tier-3 support.
• Support for identified Tier-2 and Tier-3 issues,
  where configuration solutions have already been
  documented.
• When a Tier-1 issue is not resolved, the Tier-1
  NOC Technician classifies the problem into the
  appropriate Response Time SLA/
• Severity Level and escalates to the appropriate
  Tier-2 contact, along with the ticket number
  then tracks the ticket to close.
• TIER-2 SUPPORT
• This is a second level support provided by
  experienced NOC Technicians/Engineers, who
  possess a deeper technical knowledge and a
  strong exposure to troubleshooting.
• Issues such as break/fix, configuration issues,
  troubleshooting, software installations, and
  hardware repair (including in-house
• repair or coordinating depot services) are
  handled in this level of support.

[phone] [phone]
www.extnoc.com
6

• 6
• If it is an existing problem, Tier-2 specialists
  find out if there is a solution or a workaround
  in the database. However, in some cases, there
  might be no solution if it is a known issue. In
  such cases, NOC Engineers include additional
  notes on the issues register and escalates to
  the relevant vendor or Tier-3 Engineer.
• If it is a new problem, they conduct further
  analysis to see if it could be fixed, and resolve
  the issue. If not, it is then escalated for
  Tier-3 support, where it is typically assigned to
  a certified NOC engineer or a product specialist.
• TIER-3 SUPPORT
• This is the highest-level of support that is
  provided by engineers and experts, who are
  usually certified NOC technicians for
• industry leading product(s).
• Highly complex incidents with the ability to
  engage with a specialist in the vendor Technical
  Assistance Centers (TAC) are handled in this
  level of support.
• They collect all the necessary information from
  the bottom two tiers. They perform deep level
  analysis, directly work on sensitive
  administrative permission items, implement
  changes, configurations and other technical
  solutions (within the limits of the contract)
  for fault resolution.
• Support for troubleshooting, configuration,
  database administration, and repair for
  servers, network, infrastructure, Data Center,
  email, file shares, and other infrastructure
  issues.
• Furthermore, with the ability to deploy solutions
  to new problems, our Tier-3 Engineers have the
  highest level of expertise for solving difficult
  issues. They become the customers central point
  of contact for coordinating complex incident
  resolution that might involve multiple vendors.
• Note You can add any one of these support levels
  to service levels that you select Standard,
  Advanced, and Comprehensive.
• RESPONSE TIME SERVICE LEVEL AGREEMENTS (SLAs)
• We use our systems to deliver on the mutually
  agreed upon Service Level Agreements (SLAs). We
  manage the services desk and a few of the
  resolver groups. We have well-defined and
  structured call escalation processes to swiftly
  resolve issues that save your time and money.
  You will experience greater savings as this model
  nullifies the related costs of managing service
  desk employees.
• Our aggressive SLAs help us balance client
  expectations while meeting internal metrics. We
  have various levels of service (Silver, Gold,
  Platinum) at different prices, which can be
  reviewed and is a good starting point for
  negotiation.
• Escalation Response Time
• In addition to the skills-based work involved
  within the tiers of management, stringent time
  bands are maintained at each tier for resolving
  or escalating an issue. These time bands are part
  of ExterNetworks internal operational procedures
  used as a double measure to ensure expedient
  resolution in line with the SLA commitments for
  each customer.

[phone] [phone]
www.extnoc.com
7

• 7
• YOUR EXTERNETWORKS ADVANTAGE
• Solves IT Crisis Our Help Desk Services help
  resolve any kind of critical issues before it
  turns into a major IT crisis and brings your
  business to a standstill.
• Complete Freedom from IT Worries You will gain
  complete freedom from all your IT worries through
  our Help Desk Service
• offerings. You can then focus on your core
  competencies with total peace of mind.
• Real-time Dashboard Monitoring We provide you
  with an IT Health Dashboard that helps you get an
  overview of the real- time view of the status of
  your enterprise IT.
• Expert Support across Diverse Technologies and
  Platforms You can be assured to get the best
  support services across
• a diverse range of technologies and platforms,
  with our certified engineers taking care of your
  IT needs.
• Cost-efficiency through Economical IT Support
  Costs You can enjoy the benefits of economical
  IT Support costs through our cost-effective and
  efficient IT solutions.
• Superior Productivity Your employees and
  customers can be free from the stress of IT
  worries and focus on their core jobs, which
  leads to higher productivity and enhanced user
  experience.
• On-Demand IT Support With our Help Desk
  Services, you can benefit from on-demand IT
  support from our expert team of
• engineers, who are just a call or click away!
• Regular IT Health Reports You can know the
  status and performance of your IT environment
  through regular quarterly
• report on Lifecycle Management, Network Health,
  Warranty and much more.

[phone] [phone]
www.extnoc.com
8
ABOUT EXTERNETWORKS ExterNetworks is a leading
single source provider for your technology
solutions, with over 15 years of focused
expertise in Managed Technology Services,
Application Development Services, and Technology
Staffing Services. Across these three bu-
sinesses, we can become a natural extension of
any organization for their IT needs. You can
count on us to deliver an all-around IT
Outsourcing Package that includes IT Talent
Management, IT Management and Application
Development. With us, IT Outsourcing is not just
about gaining operational efficiencies, but
leveraging your business competitiveness and
growth. Since our inception in 2001, we have been
experiencing tremendous growth over the years.
Our customers now enjoy a single source provider
for end-to-end technology solutions to address
their IT challenges. To date, we have a very
robust platform that can holistically meet the
technology needs and overcome the technology
challenges of any company. We maintain a diverse
customer portfolio that includes the verticals of
education, government, service and hospitality
industry, financial companies, cloud innovators,
and other enterprises.
CALL US 732-465-0001
[phone] [phone]
10 Corporate Place South, Suite 1-05, Piscataway,
NJ 08854.
www.extnoc.com
2016 ExterNetworks, Inc.