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Top ten most popular FAQs

For NOC/RIM monitoring, which MSP software you use?

We use the MSP version of various industry-leading software like ManageEngine, SolarWinds, Kaseya, and PRTG, depending on the project requirement. However, we are not limited to only these; we also work on client’s in-house or self-developed monitoring software.
We further offer services for MSP and work on their tools & processes as an extension of the internal NOC/IT team.

What exactly are NOC/RIM Monitoring Services and how it works?

Network Operations Center/Remote Infrastructure Management, in the managed services industry; is monitoring and remediating various network/server aspects for businesses. This is where administrators monitor, manage and maintain an IT Infrastructure.
We use well-known and reliable NOC/RIM tools that are hosted on the AWS cloud. We just simply start monitoring your critical devices, services, network, and more with 3 simple steps –

1. Installing The Collector And Start Monitoring
2. Collector Trigger alert if any Issue occurs
3. Instant remediation by our technician & Automation

What are your pricing models?

We have multiple pricing models designed to cater to various client’s requirements like CareBasic, CarePlus & CarePro. Also, these plans are available in monthly and annual billing cycles.
However, all our plans are also in A La Carte services so that you can make your own plan based on your custom needs.

What kind of response times can I expect?

The response time depends on the selected service package. So it may vary depending on what you have selected. However, we work with each client to establish specific expectations. Our measurable service levels specify clear consequences for not living up to agreed-upon expectations.

How long is NOC/RIM Services Contract For?

We have flexible plans like monthly and annually, there is no committed period of time you can choose as you required. Also, if you are not satisfied with our services (hypothetically), you can terminate the service at the end of the selected billing cycle.

What should I do before I call for help?

You just need to create a support ticket by writing down any information about the error and attach screenshots of your issue. One of our support executives will work on the case to resolve it. In case, you don’t get any response within the given time limit then you can directly call us.

Is it cheaper than hiring an in-house engineer for fixing/ monitoring IT?

Our service model uses a fixed monthly fee, which is based on the size and complexity of your existing network. After on barding, your NOC/RIM Services will cover maintenance and support for every component of your network, providing you with peace of mind and the ability to accurately forecast your IT maintenance costs without any extra cost and 24/7 service coverage.
If you go with in-house resources then you will end up spending more money, time & extra effort to hire skilled staff, train them and pay them even if you don’t need a full-time engineer.

What if we already have an internal IT department?

No problem! We offer scalable solutions that can be tailored to meet your specific needs. Whether you need a full package or A La Carte services of NOC/RIM services and consulting security solutions, or service desk support, HEX64 makes it simple with an affordable and customized flat-rate service plan.

How does a flat rate billing save me money?

Flat-rate billing gives you the ability to budget your IT expenses so you can better focus on your core business goals. We customize each service package for your unique business, so you only pay for what you need. HEX64 serves as your “one-stop-shop” for all your managed IT services needs. And we do it all for one fixed monthly cost – We Don’t Profit from your Pain!

What types of systems do you support?

We provide support from a service/application to complete infrastructure. It includes various operating platforms like Windows, Mac, Linux, Virtualization platforms like Hyper-V, VMware, various applications & services, networking devices, and more.

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