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NETDATA MANAGED SERVICES Min

Netdata provides managed IT services to help companies focus on their core business and reduce IT costs. Their services include monitoring systems, handling service requests, managing assets and changes, and responding to incidents using a tiered support model. They offer two support levels - standard 8x5 next business day support and premium 24x7 support. Issues are prioritized from critical to low and escalated up a chain of support roles if not resolved within specified timeframes. Netdata's goal is to free up companies' resources so they can focus on revenue generation rather than IT maintenance.

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61 views10 pages

NETDATA MANAGED SERVICES Min

Netdata provides managed IT services to help companies focus on their core business and reduce IT costs. Their services include monitoring systems, handling service requests, managing assets and changes, and responding to incidents using a tiered support model. They offer two support levels - standard 8x5 next business day support and premium 24x7 support. Issues are prioritized from critical to low and escalated up a chain of support roles if not resolved within specified timeframes. Netdata's goal is to free up companies' resources so they can focus on revenue generation rather than IT maintenance.

Uploaded by

Rangga Permana
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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NETDATA MANAGED SERVICES

FOCUS ON CORE BUSINESS AND CONSERVE CAPITAL BUDGET


Why Netdata?
NETDATA helps companies to PLAN DO
identify their purposes, to
We start with why or customer These are things that make
bring value creation in
purpose. This sections we do design and solution and
technology based on data. We
assessment and requirements deployment strategy
use a standardization
framework to provide services of project as customer goals.
and solutions.
ACT
CHECK
We do review and approval of Implement Operation and
PLAN Optimize
our solutions

NETDATA
ACT Lifecycle DO
Framework

CHECK
Why using Managed Services?
As IT responsibilities increase,
it becomes increasingly
difficult for employees to focus
on their primary job tasks. ROUTER FIREWALL
Netdata Managed Services can
help an organization to stay CLOUD
focused on revenue generating
activities and innovation. SD-WAN WI-FI
The majority of MSPs operate
on a subscription-based model,
where clients pay monthly fees
for services to conserve capital
budget and reducing your TCO
(Total Cost of Ownership)
How Strategy Operation
Managed Services?
IT Service Management (ITSM)

IT Service Management
Asset and
Service Desk Service Catalogue Database
Management

Incident Problem Service SLA Process Change


Management Management Management Management Management
IT Service Management (ITSM)
Process & Function Outline

1. Reception of Incident Netdata receive inquiries isolate the incident and report to customer and end user as a first
inquiry (24h/ 365day) contact point.
Service 2. Reception of service Netdata accepts an application form of service request from customer and handle it. (Service
request (Business Hour) menu is pre-defined)
Desk
3. System Monitoring Netdata monitors alive, resources, status and logs of monitored devices.

Netdata maintains a service catalogue that contains all services that Netdata delivers to
Service Catalogue
customers

Asset and Database Netdata maintains a centralize repository for all your information about hardware and software
Management assets.

Change Management Recording history of system changes according to service request from customer.

Netdata isolates outage, dispatch engineers, implements something & manage progress of status
Incident Management
to recover from outage.

Problem Management Netdata investigates to determine the root cause and make a countermeasure.

Service SLA Level


Netdata sets items of KPI and criteria of management.
Management

Netdata performs regular reviews of the IT processes to detect improvements potentials in terms
Process Management
of process quality.
What are Netdata key features?
We are offering 2 level of support service; Standard
8x5 Next Business Days and Premium 24x7.
Maximum 15 minutes respond
time

Supported by Expert and Certified


engineer

Backup unit with the same or


equivalent hardware capabilities

Phone/ remote Support

Optional onsite service

Monitoring & Analytic Tools


Customer Flow Report
Helpdesk A
receive report, Helpdesk send report to
C
collecting
customer issue support team
and create
ticket

tes SUPPORT LAYER 2


inu
Max m en
d
Response
3 0 ct ot
e
m
Time 15
a te co
a
nt e re ng
v i
Minutes
pd am o gi oot
x U r
e
t t er bles
t h

Ma
o m
u pp usto trou
Customer report B S
e
c
r/ por
t/
via Telephone, us sup
email or 3rd party
LAYER 1
media (WhatsApp)
Or Alert by
monitoring
system

If the problem can’t be resolve via


remote, we dispatch engineer to
Customer site.
Priority/ Severity Level
Level Definition
Operation or Existing network is down and unable to perform all of its primary operation or
there is a critical impact to the user’s business operation. Netdata shall committed full time
1 – Critical
resources to resolve the situation and will work on it 24 hours round the clock to resolve the
situation.

Operation or Existing network is severely degraded or significant aspects of the End User’s
business operation are being negatively impacted by unacceptable network performance.
2 – Major Netdata shall committed full time resources during Standard Business Hours to resolve the
situation.

Operational performance of the network is impaired while most business operations remain
3 – Minor functional. Netdata is willing to commit resources during Standard Business Hours to restore
service to satisfactory levels.

Information or assistance is required on product capabilities, installation or configuration.


4 – Low There is clearly little or no impact to the End User’s business operation. Netdata is willing to
provide resourcing during Standard Business Hours to provide information or assistance as
requested.
Escalation Procedure
Time
Low/ Minor Major Critical
Elapsed

1 Hours Helpdesk Support Team Support Leader

4 Hours Support Team Support Leader Service Manager

24 Hours Support Leader Service Manager Division Manager

48 Hours Service Manager Division Manager CEO

72 Hours Division Manager CEO

96 Hours CEO
THANK YOU

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