Welcome to MSx Endpoints! This article will help you understand what to expect and how to get the most out of your service.
The MSx Managed Endpoints service line provides unified performance and security management across a customer’s server and workstation environments. It is designed to keep our clients supported systems healthy, secure, and performing optimally. Support includes remote monitoring and alerting, automated patch management, reporting, and managed next-generation endpoint protection technology to guard against viruses and malware. MSx Managed Endpoints OPTIMUM service also includes comprehensive troubleshooting, support, and system administration. The SECURE Service Level adds advanced security services such as Managed Detection and Response (MDR), DNS Protection, and Security Awareness Training. All services are provided 24x7x365. Refer to MSx Managed Endpoints Product Description for more details.
The first step in the service relationship is Onboarding. Onboarding includes the start-up activities necessary to ensure that the ongoing service meets your specific technical and customer-service requirements. This includes installing system management and security software, inventorying & documenting all supported systems, determining and prioritizing any existing system issues, setting up standard support procedures and schedules, and establishing communications processes. The onboarding process is led by the TPx team and with your engagement is typically completed within 45 days. Refer to What to expect during MSx Managed Endpoints Onboarding for more details.
Once the Onboarding project is complete, Our Onboarding team will update all documentation in the customer runbook and transfer responsibility for supporting your MSx Endpoint service to the MSx Support Team. All of the ongoing system maintenance and security activities as well as remote troubleshooting and repair is delivered by the MSx Support Team. You have access to the support team any time 24x7x365 via phone and online service request. Refer to Accessing MSx Support for more details.
Account, Billing & Service Management
We recognize that your needs may needs change and you may have questions that do not require a technical support call. We’re here to help! As a valued customer, you will be assigned a dedicated Account Manager to help you manage these changes, answer your questions, and facilitate access to additional TPx resources as needed to ensure your complete satisfaction. You can also access the support department directly for simple changes such as adding additional Endpoints, or reassigning an endpoint to a different user, or to escalate a service issue. Billing inquiries can be directed to our finance department as needed. Refer to Account, Billing and Service Management for more details.