Managed IT and Professional Services

AppDirect offers a full suite of managed services, starting with end user / helpdesk support called SmartSupport Premium, network (NOC) support in support of circuits, SDWAN, routers, firewalls, switches, access points and other IP enabled devices; with VNOC, through to cloud infrastructure services (CIS). CIS supports on-prem servers and into the cloud supporting AWS, Azure and GCP environments. 

Our managed services are supported by our network deployment services (NDS) which include remote engineering for stage/config of hardware and ongoing device management, professional services for cloud migrations and onsite tech deployment. Our onsite techs are low voltage techs and can have remote engineering support when needed for more advanced installs. Our techs perform things like site surveys, demarc extensions, rack and stack of hardware, cabiling, workstation set up and more. All deployments have a service coordinator/project management to lead and coordinate. 

1. HelpDesk (SmartSupport Premium)
2. Network/NOC (VNOC)
3. Cloud Infrastructure Services (cloud monitoring and/or management)
   1. This is supported with our Cloud Professional Services for network cloud assessments, email migration and cloud migrations

• End-user support of customer cloud and SaaS applications
• 24x7x365 support with single contact number 
• Phone, chat, email and portal available for ticket creation 
• Simple pricing model of $14.95 per user per month 
• Available as a single seat

• Co-management - as much support that the customer wants, from full management end-to-end or shared responsibility 
• Carrier and hardware agnostic - single control dashboard (Portal) and NOC - one team to troubleshoot all WAN and LAN issues
• Customized NOC troubleshooting procedures
• Foundationally built on ServiceNow and LogicMonitor, API-enabled platform (VEEUE)
• High touch model supported directly by AppDirect - Customers get lost with the big carriers regarding outages
• PERFECT renewal replacement revenue as the NOC should fund itself with the renewal savings (in most cases)
• Circuit Management offers a great foot in the door, every circuit you sell, ask your customer, "how are you going to monitor and manage that circuit"?
• Typical services/devices supported: Circuits, SDWAN, routers, firewalls, switches, access points and other IP enabled devices

• Support of on-prem and cloud environments 
• Cloud Surveillance for monitoring and Cloud Control for management and monitoring 
• Customized cloud infrastructure troubleshooting procedures
• Foundationally built on ServiceNow and LogicMonitor, API-enabled platform (VEEUE)
• High touch model supported directly by AppDirect 
• Full Professional Services Organization to support assessments, migrations and more

• Remote engineering for staging/configuration of hardware and ongoing device management (patching, OS updates, config changes, etc.)
• Onsite tech support - dispatch technicians anywhere in the US for site surveys, DEMARC extensions, rack and stack of hardware, cabling and more 
• Enable network transformations for Network Deployment Services - example: handle the swap of carrier circuits/hardware rip and replace
• Equipment warehousing 
• IT Staff Augmentation to provide technical resources for IT project