Welcome to TPx Endpoint Management. This article explains what to expect from your service, how onboarding works, and where to go when you need support.
Service Overview
TPx Endpoint Management helps keep covered servers and workstations healthy, visible, current, and performing effectively.
The service combines remote monitoring and management technology with TPx-managed support to help identify device issues, maintain supported systems, apply approved patches, and provide insight into endpoint health and performance.
Endpoint Management is available in two service levels:
Standard
The Standard service level provides the essential tools and managed processes needed to maintain visibility and support the ongoing health of covered endpoints.
Standard includes:
- Remote monitoring and alerting
- Device inventory and system visibility
- Managed patching for supported Windows operating systems
- Managed patching for select supported third-party applications
- Patch status monitoring and reporting
- System lifecycle reporting
- Limited customer access to the remote monitoring and management platform
- Support for TPx-provided endpoint management software
Standard is designed for organizations that want TPx to manage core endpoint monitoring, patching, and reporting while their internal team remains responsible for broader troubleshooting and administration.
Advanced
The Advanced service level includes the capabilities of Standard and adds broader remote support, troubleshooting, and system administration from the TPx support team.
Advanced includes:
- Remote troubleshooting and repair
- Incident management for supported endpoint issues
- Operating system problem resolution
- Device driver problem resolution
- Supported application troubleshooting
- User access issue support
- Hardware troubleshooting and vendor coordination
- Configuration management
- Proactive maintenance and system administration
- Support for select Microsoft server applications when separately included
Advanced is designed for organizations that want TPx to take a more active role in supporting and administering covered endpoints.
What Endpoint Management Includes
Depending on your selected service level and contracted scope, TPx Endpoint Management may provide the following capabilities.
Remote Monitoring and Alerting
TPx uses remote monitoring and management technology to collect information about the health, performance, availability, and status of covered servers and workstations.
Monitoring may include:
- CPU and memory utilization
- Disk capacity
- Device availability
- Windows event activity
- Patch status
- Hardware and software inventory
- Selected system and application conditions
- Supported server and virtualization metrics
Monitoring data helps TPx identify issues, support troubleshooting, and provide reporting on endpoint health over time.
Managed Patching
TPx provides managed patching for supported Microsoft Windows operating systems and select supported third-party applications.
This may include:
- Reviewing and approving supported patches
- Deploying approved operational and security updates
- Monitoring patch status
- Reporting on successful, pending, or failed updates
- Following up on exceptions that require attention
Patch installation depends on the device being powered on, connected, and available during the applicable maintenance window. Some updates may require a restart before installation is complete.
Device Health and Lifecycle Visibility
Endpoint Management provides visibility into the condition and lifecycle of covered devices.
This may include reporting on:
- Hardware and software inventory
- Operating system status
- Warranty expiration
- Manufacturer end-of-support dates
- Device performance
- Storage availability
- Patch compliance
- Installed applications
This information can help customers identify devices that require attention and plan for future replacement or upgrades.
Remote Support and Administration
Advanced customers may receive remote troubleshooting, maintenance, and administration for supported devices and applications.
Examples may include:
- Reviewing system logs and performance data
- Troubleshooting operating system issues
- Resolving supported device driver problems
- Assisting with user access issues
- Applying supported configuration changes
- Running maintenance tools and scripts
- Coordinating hardware warranty cases
- Supporting approved third-party applications
- Remotely accessing covered systems when required
All support is provided remotely unless onsite assistance is separately arranged.
What Endpoint Management Does Not Include
Endpoint Management is focused on device health, patching, monitoring, and endpoint operations.
It does not include:
- Managed Detection and Response
- 24/7 security analyst monitoring
- Analyst-led security investigation
- Proactive Threat Hunting
- Security incident response beyond the contracted Endpoint Management scope
- DNS Protection
- Security Awareness Training
- Inbox Detection and Response
- Email security
- Identity security
- Full digital forensics and incident response
- Support for unsupported line-of-business applications
- Hardware replacement or onsite repair
Some of these capabilities may be available through separate TPx services.
Endpoint Management and Managed Endpoint Security
Endpoint Management and Managed Endpoint Security are separate but complementary services.
Endpoint Management focuses on device health, patching, monitoring, troubleshooting, and endpoint operations. Managed Endpoint Security focuses on threat detection, investigation, and security incident coordination.
Together, they provide more consistent endpoint coverage, smoother agent deployment and validation, better visibility across managed devices, and stronger coordination between IT operations and security response.
Service Onboarding
Onboarding includes the activities needed to prepare your Endpoint Management service for ongoing support.
The onboarding process may include:
- Confirming the servers and workstations covered by the service
- Installing or validating the required remote management agent
- Inventorying and documenting covered systems
- Reviewing device health and existing issues
- Confirming patching and maintenance schedules
- Establishing support and escalation contacts
- Configuring monitoring and reporting
- Documenting customer-specific service requirements
- Creating and updating service documentation
Your participation is important throughout onboarding. TPx may need information about your environment, technical contacts, maintenance preferences, supported applications, warranty coverage, and access requirements.
Customer Responsibilities
To help TPx deliver the service effectively, customers are responsible for:
- Confirming which endpoints are included in the service
- Ensuring covered devices meet supported operating system requirements
- Keeping covered devices connected and available for monitoring and maintenance
- Maintaining adequate storage space for patching and updates
- Coordinating required restarts
- Maintaining manufacturer or third-party hardware support where required
- Providing current technical and escalation contacts
- Identifying authorized users who may request service changes
- Maintaining appropriate licenses and vendor support for third-party applications
- Notifying TPx when covered endpoints are added, removed, replaced, or reassigned
Patch compliance cannot be assured for devices that are regularly offline, disconnected, or unavailable during maintenance activity.
Reporting
Endpoint Management reporting may include information about:
- Device health
- Patch status
- Hardware lifecycle
- Software inventory
- Storage utilization
- Monitoring alerts
- Device activity
- Installed applications
- System performance
Available reports and delivery frequency depend on the selected service level and contracted scope.
Ongoing Support
After onboarding is complete, the service transitions to the appropriate TPx support team.
Customers can contact TPx for:
- Technical questions
- Service requests
- Supported endpoint issues
- Patch-related questions
- Monitoring alerts
- Endpoint additions or removals
- Escalation of unresolved issues
To submit a support request or find TPx support contact information, visit:
https://www.tpx.com/contact-us/contact-support/
Account, Billing, and Service Management
Your TPx Account Manager can help with:
- Service-level changes
- Adding or removing covered endpoints
- Account questions
- Billing coordination
- Additional TPx services
- Professional services requests
- Escalation of unresolved service concerns
Need More Help?
Visit the TPx Technical Support page for support contact information and service request options.
For additional guidance and insights, visit the TPx Blog and Support Center.