WORKPLACE
MANAGED
See All. Manage All. Service All.
Managed Services Platform Exclusively
for IT Service Providers, with Fully
Integrated NOC and Help Desk
About Managed Workplace
Managed Workplace remote monitoring and management (RMM) from Level Platf orms delivers the most comprehensive monitoring, management and automati on capabiliti es in the industry, allowing service providers to see and manage their customerās enti re IT environment while generati ng new recurring revenues, increasing product and services sales, and signiļ¬ cantly lowering operati ng costs. Available in On Premise and Cloud Editi ons, Managed Workplace also oļ¬ ers deep integrati on with leading professional service automati on (PSA), anti virus and backup/disaster recovery (BU/ DR) soluti ons. The result is a powerful platf orm based on industry best practi ces that gives service providers a proven path to success combined with unparalleled ļ¬ exibility in deļ¬ ning vendor partner strategies and customizing business operati ons.
Designed speciļ¬ cally for managed services providers (MSPs), Level Platf orms oļ¬ ers opti onal Managed Workplace Network Operati ons Center (NOC) Services and Help Desk to complement our best-in-class RMM platf orm and form a comprehensive soluti on set. This combinati on of fully integrated products and services from Level Platf orms allows service providers to see everything that happens in customer networks, manage issues as they arise and deliver unparalleled support services.
See All.
Building on a unique hybrid agentless architecture and hundreds of policy modules for best practi ces monitoring and alerti ng, Managed Workplace gives service providers a complete view of their customersā enti re IT environment, including computers, security systems, telecommunicati ons equipment, printi ng and imaging assets, cloud services, mobile devices and more. With a comprehensive Central Dashboard and over 80 predeļ¬ ned reports, service providers use Managed Workplace to quickly discover all IP-based assets, identi fy business opportuniti es, demonstrate deep technological insight to their clients, and eļ¬ ciently conduct thorough network audits to win new business.
Manage All.
By coupling powerful management and automati on features with the ability to collect, collate and alert on all the informati on needed to quickly identi fy and address issues across the customer network, Managed Workplace empowers service providers to deliver competi ti ve, diļ¬ erenti ated, high-quality IT services. Using Managed Workplace, service providers can remotely and eļ¬ ciently opti mize conļ¬ gurati ons and network setti ngs, manage security, automate routi ne maintenance tasks, update patches, conduct diagnosti cs and remediati on, oļ¬ er print supply replenishment services and more.
Service All.
The widespread success of Managed Workplace as an advanced remote management soft ware platf orm and Level Platf ormsā outstanding reputati on for quality customer service combine to form the essenti al foundati on for our Network Operati on Center (NOC) and Help Desk Services. Fully integrated with the RMM platf orm, Managed Workplace NOC and Help Desk Services enable service providers to seamlessly extend and enhance their remote monitoring, remediati on and support oļ¬ erings with ļ¬ exible, aļ¬ ordable, high quality, white label services including 24/7 managed services and technical support.
āItās very easy to sell managed
services with network audits. Based
on the information gathered in these
reports, every sales conversation starts
with āhereās whatās going on with your
network and hereās what weāre going
to do to improve things.āā
-Jeremy Nelson, President FCS, Inc
Managed Workplace RMM
Best Practi ces Monitoring and Alerti ng
ā¢ Get up-and-running with 24/7 best practi ces monitoring, alerti ng and management with our extensive and growing library of hundreds of comprehensive policy modules for local IT infrastructure and cloud services.
ā¢ Achieve deep monitoring of health, availability and performance. ā¢ Receive immediate alert noti ļ¬ cati ons on the things that matt er, so
you can resolve issues quickly.
ā¢ Use powerful group policies to streamline your operati ons and lower costs.
ā¢ Employ our fully integrated opti onal agent to complement our industry-leading agentless architecture for the ulti mate in ļ¬ exible deployment and total IT coverage.
Comprehensive Asset Management
ā¢ Know what is happening at every customer site with conti nually updated, accurate and automati c discovery of detailed network assets for all technologies.
ā¢ Easily identi fy obsolete, underuti lized and stressed assets, opti mize conļ¬gurati ons and identi fy project opportuniti es. ā¢ Access powerful management features for soft ware assets with license
keys, hardware conļ¬ gurati ons and operati ng system parameters. ā¢ Leverage out-of-band monitoring and management for IntelĀ®
vProā¢ devices and resolve problems on otherwise unavailable machines. Boot an unavailable PC to the BIOS or to an image. ā¢ Automati cally collect device warranty informati on and generate
alerts to be noti ļ¬ ed of impending expirati ons, so you can protect your clientsā criti cal infrastructure with extended warranti es. ā¢ Gather comprehensive data for mobile devices including
smartphones and tablets.
Remote Control and Remote Management
ā¢ Create lightning-fast web-based connecti ons from any computer to any Windows or network device at any customer site.
ā¢ Gain back-end access to end-user systems with a suite of remote tools to perform remote remediati on of issues without interrupti ng work in progress.
ā¢ Fix problems instantly without having to open ports or ļ¬rewalls. ā¢ Avoid delays and security risks resulti ng from traditi onal remote
control soft wareās reliance on external websites.
ā¢ Single click into any internal PC, server, network device or applicati on web console.
ā¢ Leverage powerful desktop uti liti es for remote remedial and diagnosti c tasks.
ā¢ Initi ate Remote Assistance sessions to shadow Windows desktops, conduct live chat with the logged in user, and take control if required for both agent and agentless devices.
ā¢ View and manage alerts from your smartphone.
ā¢ Oļ¬ er the Support Assistant system tray uti lity as your companyās brandable presence on managed Windows devices, with customizable communicati on and support opti ons.
āWe are able to do so much
remotely now. I used to have to visit
this one client two to three times per
week, but now itās once per month.
Now when I visit clients itās about
relationships and selling. And it has
definitely improved both.ā
-Tim Daly, Director of Network Solutions The Genusys Group, Inc.
Managed Mobile Devices
ā¢ Monitor and manage all major smartphones and tablets with iOS, Android, Blackberry and Windows Mobile operati ng systems. ā¢ Collect and access complete asset informati on.
ā¢ Remotely conļ¬ gure devices including simple standardized implementati on of customer security policies for company or BYOD devices.
ā¢ Track mobile device locati on. ā¢ Remotely lock and wipe lost devices.
ā¢ Restrict access to visitors or former employees by automati cally deploying new network access passwords.
Managed Print Services
ā¢ Discover network printers and imaging devices automati cally. ā¢ Monitor, alert and report on printi ng and imaging assets.
ā¢ Respond rapidly to alerts and warning messages, including device status, paper jams, and consumable supply replenishment issues (toner, paper, fusers, drums, staples and more).
ā¢ Opti mize ROI on print assets through increased device availability and reduced costs.
ā¢ Use the detailed informati on about page counts and consumable supplies to support cost-per-copy and automati c supply
replenishment programs.
Cloud Services Monitoring and Management
ā¢ Monitor and manage websitesāincluding external e-commerce sitesāas well as popular cloud services that involve redirects or track user sessions and have credenti al requirements, including Oļ¬ ce 365 and Google Docs.
ā¢ Accurately identi fy the source of performance issuesāweb server, cloud or elsewhereāby tracking, alerti ng and reporti ng on web request transacti on ti mes.
ā¢ Use prepackaged scripts to provide adds, moves and changes for popular cloud services such as Oļ¬ ce 365.
ā¢ Monitor and manage virtual servers hosted in private or public clouds.
Power Management
ā¢ Use Managed Workplace Power Plans to reduce overall energy consumption for individual and groups of devices.
ā¢ Apply automated rules to Windows devices to help customers reduce their operating costs and environmental footprint. ā¢ Use enhanced control to optimize energy consumption against
required device performance (including automatically powering down devices after hours) to prolong battery life for laptops and reduce associated noise in the working environment.
Patch Management
ā¢ Use extensive automated patching capabilities for Microsoft systems and software ensuring customer networks are protected with immediate patching direct from Microsoft. ā¢ Conļ¬gure patches for automated deployment or prior approval. ā¢ Install, upgrade and patch third-party software.
Automation On Demand
ā¢ Automate your business with our comprehensive automation framework leveraging multiple standard scripting techniques and libraries.
ā¢ Easily assign automated tasks to multiple devices or groups to achieve major operational efficiencies.
ā¢ Schedule a task to run immediately, once on a specific date and time, on a recurring schedule, or if triggered by an alert. ā¢ Schedule routine maintenance tasks such as running a defrag
or checkdisk on a group of devices after hours on a daily, weekly or monthly basis.
ā¢ Get instant views of task status and schedules with the powerful automation dashboard.
ā¢ Access our large and growing library of hundreds of popular scripts.
ā¢ Use our simple Quick Scripts service which delivers most custom scripts in 48 hours.
Reporting
ā¢ Provide attractive and compelling standard and customized on-demand and scheduled reports.
ā¢ Produce professional customer-facing reports with your corporate brand for winning quarterly business reviews and customer meetings.
ā¢ Use predefined asset performance reports to identify and support product sale and project opportunities.
ā¢ Demonstrate immediate value to customers and prospects by addressing pain points identified by Network Audit reports which provide detailed insight into the customerās entire IT environment.
Monitor and manage cloud services including Oļ¬ ce 365 and Google Docs
āLevel Platformsā hosted RMM/NOC/Help
Desk trifecta is a core component of our
growth and value generation strategy.
Itās been a long time since Iāve been this
excited about a service offering.ā
-Osama Faris, President & CEO FAR
Deep Service Desk Integrati on and Collaborati on
ā¢ Best-in-market deep integrati on with Autotask, ConnectWise, Tigerpaw and others.
ā¢ Easily integrate with Managed Workplace NOC and Help Desk to extend your service oļ¬ ering (or integrate with external NOCs or other service collaborati on partners).
ā¢ Deļ¬ ne unlimited user views and administrati ve rights for easy conļ¬ gurati on of virtually any collaborati ve service scenario using point-and-click granular control of user roles and permissions.
Operati ons Management
ā¢ Integrate with leading third-party vendor applicati ons, such as Symantec Backup Exec 2010.
ā¢ Use a single dashboard to get a complete picture of your Symantec Backup Exec environment and respond to issues from within Managed Workplace.
ā¢ Extend Operati ons Management with other vendors (coming soon).
Partner Services
ā¢ Build your business quickly based on the best practi ces of successful MSPs. ā¢ Leverage award-winning free business support and technical training. ā¢ Access the experti se of one of the largest MSP communiti es via our
forums and conti nually updated, resource-rich Partner Portal. ā¢ Rely on one of the most responsive and knowledgeable technical
support teams in the industry.
ā¢ Ensure you are getti ng the greatest possible value from your technology investments with customized consulti ng, training and project management from Level Platf orms Professional Services while freeing up internal staļ¬ for strategic projects.
Managed Workplace NOC
and Help Desk Services
Fully Integrated with Managed Workplace RMM
ā¢ You have access to the full capabiliti es of world-leading Managed Workplace remote monitoring and management:
āNetwork Audits for unequaled sales results;
āExtensive reporti ng to verify services performed and identi fy sales opportuniti es;
āOpti onal customizable customer dashboard; āRemote control and automati on;
āComplete ļ¬ exibility to deļ¬ ne roles and permissions for total service coverage;
āMonitoring and reporti ng of all technology;
āComprehensive view of all customer IT assets and new service opportuniti es;
āFull access to extensive Level Platf orms Partner Program including Partner Portal, dedicated Partner Development Manager and more.
ā¢ NOC Engineers are experts in Managed Workplace technology and can transparently escalate issues to Level Platf orms Technical Support if required.
ā¢ Managed Workplace policy modules deļ¬ ne monitoring rules for assets managed by the NOC, ensuring operati onal best practi ces. ā¢ Managed Workplace automati on features extensively leveraged for
consistent, reliable performance and low cost.
Synchronized Ticketi ng and Services Integrati on
ā¢ Synchronizati on of PSA and Service Desk soluti ons, including ConnectWise, Autotask, Tigerpaw and others allows seamless exchange, consolidati on and escalati on of case data from multi ple service partners.
ā¢ All NOC and Help Desk ti cket informati on is synchronized with your PSA for complete transparency, eļ¬ cient tracking, problem resoluti on and accurate billing.
ā¢ Accessibility of synchronized informati on in multi ple systems supports integrati on of your technicians with NOC and Help Desk staļ¬ ā¢ Help Desk can automati cally escalate issues to NOC or your
technicians with comprehensive record of issues.
Use our resource-rich Partner Portal to access the experti se of successful MSPs
1 2 3
24 X 7
MONITORING ALERTS VERIFIED AND RESOLVED AND SYNCHRONIZEDTICKETS CREATED
North America-Based Communicati ons
ā¢ Every interacti on with our NOC or Help Desk is with qualiļ¬ ed North America-based staļ¬ .
ā¢ All Help Desk Technicians are highly trained North American staļ¬ with extensive customer facing experience.
ā¢ Fully customizable, white label Support Assistant icon on every managed workstati on enhances your brand and allows end users to initi ate instant communicati on with the Help Desk in the manner of their choice: toll-free phone, email, online chat, ti cket creati on, or by accessing your website.
ā¢ All NOC and Help Desk staļ¬ are either direct employees or qualiļ¬ ed consultants operati ng under procedures and processes centrally deļ¬ ned and managed by Level Platf orms.
ā¢ To meet specialized security requirements or customer
preferences, all NOC services can be provided from North America by security-cleared staļ¬ .
ā¢ Level Platf orms will provide project-based support as requested to assist you to meet customer demand.
ā¢ Automated and comprehensive daily and monthly reporti ng ensures full transparency on all issues.
Central Management
ā¢ Level Platf orms maintains a central triage so that all NOC and Help Desk issues can be acti vely managed to meet your expectati ons. ā¢ During setup, Level Platf orms works with you to identi fy and
accommodate special customer requirements so we can match our service delivery to your clientsā SLAs and seamlessly maintain the existi ng partnerships and arrangements you have established. ā¢ Shared ti cketi ng and North American staļ¬ interacti on ensures Level
Platf orms NOC and Help Desk operate as a seamless extension of your technical staļ¬ .
ā¢ All Help Desk subscribers receive a custom-branded desktop Support Assistant icon, email address, and unique 800 number access. ā¢ Help Desk supports all end-user technologies including PCs, Macs,
mobile devices, and the applicati ons they use every day.
ā¢ Personalized Services Dashboard in the Level Platf orms Partner Portal for access to custom reports, forms and brandable marketi ng material.
āRightResponseā Workļ¬ ow Management
ā¢ Hundreds of detailed workļ¬ ow procedures developed by our most experienced System Engineers ensure a consistent professional response to every alert, employing Managed Workplace automati on wherever possible to maximize eļ¬ ciency, performance and cost advantages. ā¢ Commitment to conti nuous improvement means ongoing expansion
of āRightResponseā database to ensure best practi ces for the broadest range of technologies.
ā¢ Workļ¬ ow includes support for most Backup and Security platf orms so you can choose the technologies you want to use, relying on Managed Workplace NOC to ensure they are managed to the highest standards.
PROBLEM
TRIGGERS ALERT RIGHTRESPONSE FOR RAPID RESOLUTION
Extend your branded services, supported by our experti se and RightResponse workļ¬ ow
Support Assistant for Help Deskācustomize all menu opti ons with your brand
SERVICE MANAGED WORKPLACE RMM SOFTWARE MANAGED WORKPLACE NOC LEVEL 1āRESPOND MANAGED WORKPLACE NOC LEVEL 2āRESOLVE
Deployment and Use of Managed Workplace
Policy Modules for Monitoring and Alerti ng ā¢ ā¢ ā¢
Alert Noti ļ¬ cati on automated live response live response
Performance of Scheduled Maintenance
Acti viti es (against SLAs and SOPs) ā¢ ā¢
Daily Service Summary Reporti ng ā¢ ā¢
Monthly Service Summary Reporti ng ā¢ ā¢
Remote Remediati on ā¢
Backup Service ā¢
Advanced Problem Management ā¢