Monitoring is the basic building block of Managed Services. It is made possible by a small piece of software, often called an “agent”, which we install on your computer. This agent feeds information about your computer’s health and status back to us. This gives us insight into your computer and provides the ability to keep your machines maintained and up to date. We proactively stay ahead of issues and resolve them remotely – without the need for you to leave your home or office.

When our agent detects a problem on your computer, an alert (or “ticket”), is created and sent to us. This prompts us to take whatever action is needed to resolve the problem. These tickets are often classified based on the severity of the problem and its effect on you. This helps us prioritize and identify critical vs. non-critical issues. In best case scenarios, we can identify and solve issues before you even know there’s a problem.

This RMM technology gives us the ability to manage more clients than a traditional break/fix repair shop, and to do so more efficiently. Through RMM, we can remotely install software and updates, administer patches and more. Our technicians can administer tasks, simultaneously, to many computers at once and no longer must travel from office to office to handle routine maintenance. End-users (you, our customers) enjoy increased uptime without disruption during servicing.

Next post, Remote Support.