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MSPAssist (Subsidiary of Technospecs Technologies Pvt Ltd) Capability Document and Company Profile

Email: [email protected] | Website: www.mspassist.net | Phone: +1-778-5808064

mailto:[email protected]

http://www.mspassist.net/

Copyright © 2015 MSPAssist (A subsidiary of Technospecs Technologies Pvt Ltd). All Rights Reserved

Contents

Company Overview ........................................................................................................................................................... 2

Our Work Culture .............................................................................................................................................................. 4

Our Infrastructure at Glance ............................................................................................................................................. 5

Our Services ...................................................................................................................................................................... 6

NOC Support ..................................................................................................................................................................... 7

Helpdesk Services ............................................................................................................................................................ 10

Labtech Development ..................................................................................................................................................... 11

Kaseya Development ....................................................................................................................................................... 12

Sales Support and Cold Calling ........................................................................................................................................ 14

Website Development .................................................................................................................................................... 15

Satisfaction Guarantee Policy .......................................................................................................................................... 16

Our Premium Clients ....................................................................................................................................................... 17


Company Overview

MSPAssist (A subsidiary of Technospecs Technologies Pvt Ltd) is a self-financed privately held company and was

incorporated in year 2010 and headquartered in India and has an office in BC, Canada. MSPAssist is an ISO 9001:2008

certified IT Company offering the spectrum of IT services and we have a global footprint with customers from different

parts of world. MSPAssist has several accreditations like Microsoft gold competency, Office 365 reseller and VMWare

partnership. Technospecs (parent company of MSPAssist) is Labtech distributor in India and offers managed services to

customers with Labtech. MSPAssist has expertise in offering the following IT:

RMM tools like Labtech and Kaseya development and administration

including patch management, scripting, module development,

monitoring setup and deployment of the templates

Infrastructure management services (IMS) for providing support to

Microsoft, Linux based OS and Mac support

Cloud tools like Office365, Microsoft Azure and Amazon EC2

Network Operations Center (NOC Support)

MSP sales generation and cold-calling support

Web development and designing support

Ticket management services using Connectwise and Autotask

Network devices support and administration

MSPAssist has served hundreds of MSP businesses since 2010 and continuously strives to build a long-term relationship

with its clients by providing them the quality services at an affordable cost. Our office is setup with necessary facilities

and the IT infrastructure and we currently are team of 50 professionals from various technical and management


backgrounds. We encompass the best practices proposed to improve the overall quality of IT services we offer for our

clients.

MSPAssist completely understands that the IT for any business requires a special care for the machines and devices and

we continuously develop and devise the strategies to setup the proactive monitoring and automating the healing process

for the managed IT devices. We have set of over 50 scripts ready which can be used with Labtech or Kaseya for

automating certain tasks and to reduce the efforts and time required for manually doing those tasks on multiple

machines. We also have developed the customized monitor sets which work with the RMM Solutions for identifying the

problems proactively and applying the auto-healing procedures and scripts to bring those problems back to the normal

state.

Information technology (IT) has become very essential for most of the businesses and with the technology taking part in

automating majority of the business processes, it makes it even more vulnerable if it is not managed properly. The

technology demands the system to run optimized for better output and the performance of the system therefore needs

to be set under special checks. These additional requirements have increased the demand of the right professional who

knows how to set it up and cost that gets involved in setting these parameters up. Our package serves both these

purposes and we offer our services to correctly setup the system at a much competitive cost.


Our Work Culture

MSPAssist is an equal opportunity company with a right blend of employees from

different sex, religion and age. MSPAssist believes in hiring the best talent and

offering them a rewarding career with us and for that reason we are rated

among one of the top IT companies in our region. We have an open-door policy

setup at our office and we have implemented a unique yet effective approach to

the work culture at our office which encourages every employee here to work

beyond the boundaries set and motivates them to go extra mile for achieving the

goals set. We offer a complete peace of mind work environment at our office

with proper escalation matrix setup for seeking the help from seniors or co-

workers and the periodic technical refreshers for all employees to remain up-to-

date with the latest and upcoming technology. We believe in a work and life

balance and for that reason we arrange/organize activities and an upbeat party

once every quarter for our employees to rejuvenate.


Our Infrastructure at Glance

MSPAssist office is spread over 5500 sq. ft. of space with state of art infrastructure to

facilitate a well-rounded experience working for numerous clients from one location.

We have capacity to accommodate 40 technical support professionals and 10

manager cabins to get visual of the technical team sitting in hall. The office internet

comes at 20 mbps of bandwidth with a failover link of 10 mbps from Class A internet

services provider. The technical support stations are well partitioned to cut off the

noise and interference from the neighbour seat. Every technical support workstation

has one dedicated VOIP phone device and dual monitor computer with latest

hardware specifications and authentic software loaded with up-to-date AV. The

office devices are protected with power backup from online UPS for offering 99.99%

uptime.

Every section of the office is covered under CCTV with recording feature and we offer our clients to be able to watch their

operations. We have an on-premises server room with 6 hypervisors to offer our technical support to setup the test

environment for development purposes.


Our Services

NOC Support Helpdesk Services Labtech Development

Kaseya Development Sales Support and Calling Web Development


NOC Support

MSPAssist supports and follow the ITIL best practices involved in

implementing the robust service desk and NOC support platform for our

clients. We have around 1500 sq. ft. of NOC centre that houses around 20

LED screens for performing a vigilant NOC for our premium customers.

MSPAssist offers NOC services for the MSP businesses that enable the

following areas being regularly checked and the issues found in these being

resolved.

✓ Backup and disaster recovery – Our NOC team keeps a vigilant check on how the backups are being performed to the

LOB applications and servers and make sure the backups are restorable by doing a periodic restore checks.

✓ AV Management - Anti-virus management is one main area that cannot be ignored when computers are exposed to the

network and additional storage. Our NOC makes sure the AV versions and the signature/definition files are up-to-date

and that the computers are well protected.

✓ AM Management - Anti-malware is another essential security component and many AV applications available these

days are already bundled with this feature. Our NOC makes sure the anti- malware is setup and protect the machines

from the malware attacks.


✓ Patch Management - Patching is a vital parameter that cannot be ignored and that makes a computer or server

optimized and well protected. The patches are released periodically for the OS and for applications both. NOC makes

sure that the patches are regularly applied to the machines and that the applications are set to the latest versions.

✓ Outage Management – Our NOC keeps a vigilant check on any possible outage in term of the servers go offline or the

essential services go to the stopped state and make sure that those machines or the services come back online as soon

as possible.

✓ Performance Monitoring - NOC keeps a strong check on the performance for e.g. the resource utilization like CPU, disk

space and memory. The machines that happen to have high utilization of the resources can have performance issues

and NOC identifies the real cause of such problems with help of applying the necessary diagnosis and checks.

✓ Consultation and Gap Analysis – NOC will go through the existing setup and during the process of on boarding of new

customers to the managed services to see if there is any area that hasn’t been setup correctly and will provide

consultation over the same with help of the concerned team or department at our office.

✓ Documentation on Setup – NOC will setup documentation or the standard operating procedures on the processes that

are followed in case of any outage, alert and the remediation technique followed. NOC will also make sure the

documentation is sent to the on-premises staff for their reference to avoid any confusion.


✓ Application Maintenance – Applications are required to be upgraded to the recent versions on a timely basis and these

applications can’t always be upgraded during the normal office hours since users need to use those applications. NOC

team works during the afterhours and can assist in upgrading those applications on the user machines.

✓ Monthly Reporting – MSPAssist NOC will make sure the monthly reports of the networks managed are sent and that the

score obtained on those reports are healthy for getting the customer

satisfaction.

Our NOC process is streamlined by extensive research done for past many years

after working on the hybrid environment consisting of hundreds and thousands

of the devices and on that basis, we implemented the following approach which

has been a bullet proof model so far for our NOC operations.


Helpdesk Services

MSPAssist offers a competent and experienced L1 - L3 support to the MSP that would help

them augment their existing IT department by having us help on per incident basis and on

a monthly retainer agreement. We have technicians who are certified to handle the tickets

assigned and resolve those with utmost accuracy in an appropriate time window to every

project or process we get from our customers. MSPAssist has real time experience working

for over 1,00,000 hours of support for the IT related support tasks and requests. MSPAssist

provides the complete support for the following technologies:

Microsoft Linux MAC Eset Vipre ShadpowProtect Microsoft Cloud

Amazon VMWare Sonicwall Citrix Veeam Fortinet

We are available 24 hours a day Monday through Friday and US afterhours on Weekends. Please visit our Odesk profile

to know more about our skills and feedback on our past work done by clicking Click Here

MSPAssist follows an ITIL best practices when implementing the service desk for our customers to ensure the full

satisfaction and best results.

https://www.odesk.com/companies/~01b87936623cf52dc5


Labtech Development

MSPAssist has a vast knowledge and experience working with Labtech software deployment and support. We have done

a great deal of advancement for following areas in this product:

✓ Scripting - MSPAssist has delivered hundreds of customized scripts which are

different from or modified version of the canned scripts that come as default with

Labtech. These scripts are successfully tested in our development environment and

are ready for the deployment in the production environment.

✓ Patch Management - MSPAssist offers the robust patch management support using

Labtech for keeping the patch score to the latest. The regular patching of the machines is monitored and any

broken patching on any machines is fixed in a timely manner.

✓ Integration - MSPAssist offers integration services and support for the third-party vendor products with Labtech.

✓ Ongoing Maintenance – MSPAssist offers an ongoing maintenance for the Labtech that would cover the produce

enhancement, implementing the best practices and remediation techniques.


Kaseya Development

MSPAssist offers support for setting up, administration and development of

Kaseya software for smooth and effective operations of the MSP businesses. We

have done significant work on this software for our clients and we offer the

support in the following areas for this software.

✓ Scripting - MSPAssist has developed and built scripts which are tested and

ready for deployment into the production environment for automating and resolving the issues on managed

machines.

✓ Patch Management - MSPAssist offers patch management support for Kaseya RMM tool. This allows the MSP

business to eliminate the patch related issues as those will be taken care by MSPAssist on their behalf.

✓ Integration Services - MSPAssist offers the integration services for Kaseya with the third-party vendor products

like Connectwise, Ninite, CCleaner and Network detective.

✓ Service Desk Development – MSPAssist offers the Kaseya service desk administration and development to enable

it to fully support the IT managed services and provide the auto-remediation of the alerts with advanced scripting.


✓ Ongoing Maintenance – MSPAssist offers complete maintenance of Kaseya for the MSP who don’t find enough

manpower or skills to manage Kaseya on their own. We shall work on setting it up and implementing the best

practices for the monitoring and remediation techniques.


Sales Support and Cold Calling

MSPAssist offers the services for the phone based sales support and cold

calling to generate leads and prospects for the MSP businesses. We have a

team of qualified sales agent and tele-callers who have proven track record

and great deal of experience in closing the sales or generating the sales leads

over the phone. We execute the sales and cold calling process from a section

of our office that promises complete silence, good hardware for high quality

calls and high-speed Internet. Our sales support services not only help our

customers to increase their business but also reduce the cost involved by not

having to pay a high amount for the hiring of the qualified sales agent.

MSPAssist has worked with many MSP from different countries and therefore understands the business model of such

businesses which helps our sales team to pitch right services and solutions for the customers.


Website Development

MSPAssist offers the quality web development services for the

companies. The websites are the essential component for running

the business and the good website would help attracting more

visitors and eventually good business and reputation over the

internet. MSPAssist offers the comprehensive web development

with the latest programming languages and setting up the websites

using the latest frameworks available. The web packages we offer

consists of the entire website development, SEO, SEM and SMM.

The websites we prepare are responsive and mobile ready and are

tested with the quality for the compatibility with different browsers. We can take care of both the designing and

development part for the website creation and can also provide the content writing if needed. The designs will match to

the business model and the content written will help making the website listed in the search results on the leading

search engines.


Satisfaction Guarantee Policy

MSPAssist is confident of the services we provide to our clients and our pride policy

comes with a satisfaction guarantee for our clients on starting up the contract with

us and during a 30 days period they are covered under a money back guarantee

and are eligible to ask for a refund if they don’t find our services satisfactory.

Our satisfaction policy also offers to our clients an escalation matrix on start of

every new contract and on every renewal of the running contract that would entail the next level for escalating the

requests or any concerns our clients may have at any point of time. We also have a fully functional rating system for our

employees and every employee of us has his manager’s contact page mentioned in his/her email signature.


Some of Our Premium Clients

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