MSPAssist (Subsidiary of Technospecs Technologies Pvt Ltd) Capability Document and Company Profile
Email: [email protected] | Website: www.mspassist.net | Phone: +1-778-5808064
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
Copyright © 2015 MSPAssist (A subsidiary of Technospecs Technologies Pvt Ltd). All Rights Reserved
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
Copyright © 2015 MSPAssist (A subsidiary of Technospecs Technologies Pvt Ltd). All Rights Reserved
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.
Copyright © 2015 MSPAssist (A subsidiary of Technospecs Technologies Pvt Ltd). All Rights Reserved
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.
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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.
Copyright © 2015 MSPAssist (A subsidiary of Technospecs Technologies Pvt Ltd). All Rights Reserved
Our Services
NOC Support Helpdesk Services Labtech Development
Kaseya Development Sales Support and Calling Web Development
Copyright © 2015 MSPAssist (A subsidiary of Technospecs Technologies Pvt Ltd). All Rights Reserved
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.
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✓ 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.
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✓ 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.
Copyright © 2015 MSPAssist (A subsidiary of Technospecs Technologies Pvt Ltd). All Rights Reserved
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.
Copyright © 2015 MSPAssist (A subsidiary of Technospecs Technologies Pvt Ltd). All Rights Reserved
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.
Copyright © 2015 MSPAssist (A subsidiary of Technospecs Technologies Pvt Ltd). All Rights Reserved
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.
Copyright © 2015 MSPAssist (A subsidiary of Technospecs Technologies Pvt Ltd). All Rights Reserved
✓ 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.
Copyright © 2015 MSPAssist (A subsidiary of Technospecs Technologies Pvt Ltd). All Rights Reserved
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.
Copyright © 2015 MSPAssist (A subsidiary of Technospecs Technologies Pvt Ltd). All Rights Reserved
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.
Copyright © 2015 MSPAssist (A subsidiary of Technospecs Technologies Pvt Ltd). All Rights Reserved
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.
Copyright © 2015 MSPAssist (A subsidiary of Technospecs Technologies Pvt Ltd). All Rights Reserved
Some of Our Premium Clients