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US Team Services
The Virtual Service Desk provides a US-based support team ready to answer and remediate
your End Client issues. The Service Desk can be reached by phone or by email. Level-1
Technicians will answer the user’s phone call or email and take down the problem. The L1
will attempt to quick x the issue. If the issue exceeds 10 minutes, then the L1 will assign
the issue to a Level-2 Technician for resolution.
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for emergency issues and is handled by an answering service that will contact the on-call technician. |
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NOC Services:
The Remote Support Team remotely resolves alerts and tickets raised by
credentials are supplied for remote connection in the Password Vault.
The Critical Monitoring Team alerts Partners by phone for Critical Alerts raised by the SAAZ IntelliScripts.
The Product Support Team troubleshoots problems with the SAAZ Software and supported applications: Desktop
Agent, Server Agent, Gateway Software, Remote Agent Deployment Tool IP Scanner, Spybot and LogMeIn. |
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Asset & Inventory Scans
Scans scheduled to run weekly to capture hardware, software, and operating system settings
from users’ Desktops. This data is reported back to Unified’s Data Center in Freemont, CA and
is available in the ITS Portal as prefabricated reports. Hardware reporting can be customized
using Report Builder.
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Reporting
Data gathered by weekly scans is processed by the Data Center and produced as prefabricated reports in the ITS
Portal. Unified also provides three Executive Reports: On-Demand Executive, Monthly Executive (short), and Monthly
Executive (detailed). |
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Alert Generation
SAAZ IntelliScripts is based on conditional monitoring con gured by Unified’s Service Delivery
Managers. SAAZ does not alert you just to alert you. SAAZ provides quality alerts that have
impact and meaning for the server.
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Alert Analysis
For every alert the SAAZ IntelliScripts generate there is a Knowledge Base entry on how to resolve the issue. This
provides you with troubleshooting steps to resolve the issue. This helps limit the resolution time for server alerts.
Best Practice Fixes
This is SAAZ’s Knowledge Base that has been built-up over the last seven years. By providing channel support to
small businesses SAAZ has optimized alert remediation for server, software, and operating systems issues. The
Knowledge Base is documented in SAAZ’s Intelligent Monitoring System that drives the conditional alerting on
server operating systems. |
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Alert Remediation
Unified’s NOC Technicians will remotely connect to managed Servers and resolve issues based on alerts raised by
SAAZ IntelliScripts following the steps laid out in Unified’s Knowledge Base. We nd that 80% to 80% of alerts are
resolved remotely. For the remaining alerts we ask Partners to resolve as they generally represent hardware issues
or networking problems. |
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Antivirus Monitoring
SAAZ provides antivirus software monitoring and detection. Every four hours SAAZ performs a
check to see if definitions are updated. Alerts are sent if definitions fall three days behind.
SAAZ is also able to detect if antivirus software is installed for a majority of antivirus software
packages.
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Microsoft Patching
Partners can choose to self manage Microsoft Patching, either through their own tools, or using SAAZ’s Patch
Deployment Engine. Partners could also choose to let SAAZ automatically deploy all Microsoft Security Patches or
choose SAAZ’s Whitelisted Microsoft Patches. Partners using SAAZ’s automatic deployment can also bene t by
using SAAZ’s Patch Deployment Engine to push out any Microsoft Patch.
Microsoft Patch Assessments are scheduled weekly. The Data Center compares patches already deployed to the
desktop with patches available from Microsoft. For the next five days, SAAZ will attempt to deploy the missing
patches based on your con gured schedule.
Failed patch installs are reported to SAAZ’s Patch Doctor. Patch Doctor is an intelligent patch redeployment engine.
Patch Doctor will attempt to redeploy failed patches based on your scheduled patch deployment. Reports for both
SAAZ failed patching and Patch Doctor failed patching are available in the ITS Portal. |
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Logical Disk Checks
SAAZ checks each logical disk on the Desktop to assure there is more than 750 free megabytes available. |
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Scripting
Unified provides a power GUI-based scripting tool allowing Partners to develop additional
managing and monitoring of systems in addition to SAAZ. Unified provides two script
deployment engines. One integrates with the GUI-based scripting tool providing multiple
deployment options. The second deployment engine allows Partners to write or deploy in any
scripting language provided the deployment les is an EXE, MSI, or BAT le. Use your existing
scripts or download scripts without worrying about language compatibility.
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Monthly Export Data
Available for email, the Monthly Data Export is a group of delimited files you can import into a spreadsheet or database system to create custom trending and reporting of your data. |
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Script Library
Unified V & D provides an extensive library of pre-created scripts to help automate tasks and monitor systems. Some examples include: software installs and uninstalls, registry changes, system setting updates, additional system monitors, and automated maintenance. No programming is required. All scripts are deployed through an easy to use web interface. Deploy to a single machine or across multiple sites on-demand or on a scheduled basis. |
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Configuration Management
Through the centralized management portal we can configure system configuration templates forcing standardized user configurations across any desktop running SAAZ. Configure the computer environment and nearly every Microsoft configuration option from the Desktop, Start Menu, Internet Explorer, Registry, Control Panels and Power Management settings. |
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Client Communicator
Bringing our brand to you, staying in touch and cutting support costs. The Client Communicator is a program that resides in the system tray with Unified’s brand. Users can create support tickets, receive messages and RSS feeds from Unified support. Add administrative scripts to the menus of the Client Communicator and provide you with a Self Service module. |
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