Adderfy offers comprehensive managed services designed to support and manage various IT infrastructures, including Azure Windows Virtual Desktop, advanced and basic network devices, wireless access points, hypervisor hosts, and end-user support with security. These services ensure 24×7 monitoring, performance optimization, and efficient management.
1. Managed Azure Windows Virtual Desktop
Consulting Services
- Service Overview: This service supports a dynamically scaling Windows Virtual Desktop (WVD) environment hosted in Microsoft Azure.
- Service Deliverables:
- 24x7 Remote Monitoring and Support: Continuous monitoring and support for the Azure WVD infrastructure.
- Quarterly Updates: Regular updates of desktop gold images.
- Dynamic Scaling Application Management: Monitoring and management of dynamic scaling software.
- Performance Troubleshooting: Root cause analysis of poorly performing services.
- User Account Management: Management of associated user accounts on supported applications.
- VPN Gateway Management: Management of the Azure VPN gateway for connectivity to on-premises environments.
- Tenant Networking Management: Management of WVD tenant networking.
Management Services
- Regular status meetings to review WVD performance metrics, identify areas of improvement, and patch reports.
- Monthly reporting on patch status, capacity utilization, inventory, and Azure billing.
- Quarterly health checks to ensure proper sizing to support client environments.
24/7/365 Support Desk
- Support Hours: Services are provided remotely 24x7 unless otherwise agreed upon in writing.
- SLA Support Matix:
- Client Portal: Access to support via client portal.
- Email: support@adderfy.com.
Priority Levels and Response Times:
- P1/Critical: Systems completely unavailable; response within 60 minutes.
- P2/High: Systems partially unavailable; response within 60 minutes.
- P3/Medium: Impaired performance; response within 4 hours.
- P4/Low: Information or logical change requests; response by next business day.
2. Managed Advanced Network Device
Consulting Services
- Service Overview: This service supports advanced network devices such as core or datacenter switches.
- Service Deliverables:
- 24x7 Remote Monitoring and Support: Monitoring and support for core device functionalities, including utilization, device health, and essential configuration management.
- Firmware Updates and Patches: Regularly install firmware updates and major application patches.
- Backup and Restore Management: Management of backups and restores of device configurations.
- Performance Troubleshooting: Root cause analysis of poorly performing services.
- User Account Management: Management of associated user accounts on supported applications.
Management Services
- Regular status meetings to review ticket performance metrics and patch reports.
- Monthly reporting on patch status, capacity utilization, inventory, and malware reports.
- Management Software:
- CSNM License: Provides remote control, asset management, license management, reporting, auditing, application deployment, script execution, and patch management.
24/7/365 Support Desk
- Support Hours: Services are provided remotely 24x7 unless otherwise agreed upon in writing.
- SLA Support Matix:
- Client Portal: Access to support via client portal.
- Email: support@adderfy.com.
Priority Levels and Response Times:
- P1/Critical: Systems completely unavailable; response within 60 minutes.
- P2/High: Systems partially unavailable; response within 60 minutes.
- P3/Medium: Impaired performance; response within 4 hours.
- P4/Low: Information or logical change requests; response by next business day.
3. End User Support with Security
Consulting Services
- Service Overview: This service supports end users and their associated corporate devices.
- Service Deliverables:
- Remote End User Support: Support applications such as Microsoft Office, core Windows functionality, printing, Adobe Acrobat, and Java.
- OS and Application Patches: Regularly install Microsoft OS and major application patches.
- Hardware Warranty Management: Management of the warranty replacement process for failed hardware components.
- Antivirus Management: Support for antivirus applications, including a Webroot Antivirus license.
- Asset and License Management: Management of assets and licenses.
- Profile Migration: Migration of user profiles to new systems during upgrades or replacements.
Management Services
- Regular status meetings to review ticket performance metrics and patch reports.
- Monthly reporting on patch status, capacity utilization, inventory, and malware reports.
- Management Software:
- CSEM License: Provides remote control, asset management, license management, reporting, auditing, application deployment, script execution, and patch management.
- Webroot Endpoint Protection License: Provides machine learning augmented antivirus and malware protection.
Support Desk
- Support Hours:Services provided during normal business hours (Monday-Friday, 8am-5pm local time, excluding holidays).
- SLA Support Matix:
- Client Portal: Access to support via client portal.
- Email: support@adderfy.com.
Priority Levels and Response Times:
- P1/Critical: Systems completely unavailable; response within 4 hours.
- P2/High: Systems partially unavailable; response within 8 hours.
- P3/Medium: Impaired performance; response by next business day.
- P4/Low: Information or logical change requests; response by next business day.
4. Managed Wireless Access Point
Consulting Services
- Service Overview: This service supports wireless access points.
- Service Deliverables:
- 24x7 Remote Monitoring and Support: Monitoring and support for core device functionalities, including utilization, device health, and essential configuration management.
- Firmware Updates and Patches: Regularly install firmware updates and major application patches.
- Backup and Restore Management: Management of backups and restores of device configurations.
- Performance Troubleshooting:Root cause analysis of poor performance.
- User Account Management: Management of associated user accounts on supported applications.
Management Services
- Regular status meetings to review ticket performance metrics and firmware reports.
- Monthly reporting on firmware levels, capacity utilization, and inventory.
- Management Software:
- CSNM License: Provides remote control, asset management, license management, reporting, auditing, application deployment, script execution, and patch management.
24/7/365 Support Desk
- Support Hours: Services are provided 24x7 unless otherwise agreed upon in writing.
- SLA Support Matix:
- Client Portal: Access to support via client portal.
- Email: support@adderfy.com.
Priority Levels and Response Times:
- P1/Critical: Systems completely unavailable; response within 60 minutes.
- P2/High: Systems partially unavailable; response within 60 minutes.
- P3/Medium: Impaired performance; response within 4 hours.
- P4/Low: Information or logical change requests; response by next business day.
5. Managed Hypervisor Host
Consulting Services
- Service Overview: This service supports hypervisor hosts.
- Service Deliverables:
- 24x7 Remote Support: Support for core hypervisor functionalities, including virtual networking, hardware health monitoring, datastore management, and VM provisioning.
- OS and Application Patches: Regularly install Microsoft OS and major application patches.
- Backup and Restore Management: Management of backups and restores of the hypervisor, its management server, and core applications.
- Performance Troubleshooting: Root cause analysis of poorly performing applications.
- User Account Management: Management of associated user accounts on supported applications.
- Break/Fix Management: Coordination of manufacturer warranty support.
Management Services
- Regular status meetings to review ticket performance metrics and patch reports.
- Monthly reporting on patch status, capacity utilization, inventory, and malware reports.
- Management Software:
- CSEM License: Provides remote control, asset management, license management, reporting, auditing, application deployment, script execution, and patch management.
24/7/365 Support Desk
- Support Hours: Services are provided 24x7 unless otherwise agreed upon in writing.
- SLA Support Matix:
- Client Portal: Access to support via client portal.
- Email: support@adderfy.com.
Priority Levels and Response Times:
- P1/Critical: Systems completely unavailable; response within 60 minutes.
- P2/High: Systems partially unavailable; response within 60 minutes.
- P3/Medium: Impaired performance; response within 4 hours.
- P4/Low: Information or logical change requests; response by next business day.
6. Managed Basic Network Device
Consulting Services
- Service Overview: This service supports essential network devices like edge or access layer switches.
- Service Deliverables:
- 24x7 Remote Monitoring and Support: Monitoring and support for core device functionalities, including utilization, device health, and essential configuration management.
- Firmware Updates and Patches: Regular installation of firmware.