Our MSP Philosophy

At Petabloc, we understand the vital connection between IT support and your company's technology goals. Our approach is to align our support services with your objectives, ensuring that we provide effective solutions.

1. Strategic Alignment: We believe in closely aligning our IT support with your technology goals and overall business strategy. By understanding your organization's objectives, we customize our support services to directly contribute to your success.
2. Technology Roadmap: We collaboratively develop a technology roadmap that outlines the desired future state of your IT infrastructure. This roadmap guides our MSP services, ensuring that we provide the necessary support and solutions to help you achieve your technology goals.
3. Proactive Planning: Our approach is proactive, staying ahead of industry trends and emerging technologies. By anticipating your evolving needs, we recommend strategic IT investments and adjustments that align with your long-term goals.
4. Scalable Solutions: We recognize that technology goals may evolve over time. Our scalable MSP services adapt and grow alongside your organization, whether you're undergoing digital transformation, expanding operations, or integrating new systems.
5. Collaboration and Communication: Effective collaboration is fundamental to our approach. We work closely with your team, engaging in regular discussions to align our support efforts with your technology goals. Transparent reporting and updates keep you informed about our progress.

At Petabloc, we are committed to aligning our support with your objectives. We offer customized solutions, proactive planning, and collaboration to drive your business forward. By understanding the connection between IT support and your technology goals, we deliver effective and impactful services.

Our Unique Value Add at Petabloc

Petabloc brings extensive industry experience and expertise in cloud, DevOps engineering, and architecture consulting, which uniquely enhances our MSP offering. Our deep understanding of high compliance industries, particularly healthcare and finance, adds significant value to our MSP services.

1. Seamless Transition: Leveraging our experience in cloud and DevOps engineering, we can seamlessly integrate MSP services into your existing infrastructure. Our familiarity with cloud-based environments enables us to efficiently manage and support your systems, applications, and data.
2. Proactive Monitoring and Security: We excel at proactive issue prevention and rapid response to cloud-based alerts, ensuring smooth operations and optimal system performance. With advanced monitoring systems and expertise, we detect and address potential issues before they become critical, maintaining the integrity of your systems and minimizing disruptions.
3. Scalability and Efficiency: Our expertise in cloud architecture and automation allows us to optimize your infrastructure, enhancing scalability, performance, and cost efficiency. We design and implement solutions that can scale seamlessly with your growing business needs while ensuring optimal resource utilization. Our value lies in delivering proactive support, scalable infrastructure, robust security practices, and alignment with industry-specific compliance standards.

Summary of MSP Offerings

Standard Offerings

● Managed OS and Intune Package Delivery: We offer managed operating system (OS) services, ensuring that your systems are up to date, secure, and optimized at all tier levels. Additionally, all tiers include Intune package delivery, enabling efficient deployment and management of software packages across your organization's devices.

Tier-Specific Offerings

• Microsoft Licensing Supported (Licenses Not Included): Our tiers include support for Microsoft licensing, offering expert consultation and license management services. We support a range of Microsoft licensing from E1 to E5, depending on the chosen tier. Benefit from our guidance in selecting the right licensing options and ensure compliance with Microsoft's licensing requirements.
• Phone & Email Support: Gain tier-dependent access to phone and email support during designated business hours. Our dedicated team addresses your concerns and provides solutions, aligning with the specific support level of your chosen tier.
• SLA Response/Resolution: We utilize tier-dependent SLAs, guaranteeing prompt response and resolution times. We prioritize efficient handling of inquiries, minimizing disruptions based on the service level chosen.
• Equipment Drop-Ship: We offer tier-dependent equipment drop-ship services for efficient hardware delivery, tailored to your needs.
• Dedicated Technical Account Manager: For Gold and Platinum customers, we assign a dedicated TAM as your primary point of contact, providing personalized guidance and assistance.
• VIP White-Glove Service: For Gold and Platinum customers, we offer a VIP White-Glove Service, tailored to exceed expectations.

Premium Offerings

Available to Gold and Platinum customers for an additional cost.

• Off-Hours Support: Add off-hours support for us to offer assistance outside regular business hours.
• Off-Site Backup: Ensure the security and integrity of your data with our off-site backup solution.
• On-Site Support (Location Dependent): Our premium on-site support offers the convenience of having our skilled technicians physically present at your location when needed.
• Server Support: Enhance the reliability and performance of your server infrastructure with our premium server support service.
• Support+: Support+ provides you with access to our team of premium resources for retainer or project-based work.

Standard Offerings Details

ITIL L1, L2, L3 Support

Our skilled team follows ITIL best practices to provide multi-level support.

• L1 Support: Assisting users with basic software and hardware troubleshooting, password resets, and account unlock requests.
• L2 Support: Resolving network connectivity issues, diagnosing and troubleshooting software/application errors.
• L3 Support: Handling server administration tasks, managing virtualization platforms, and collaborating with vendors for hardware or software maintenance.

Online Support Ticketing System

Our efficient online support ticketing system enables you to easily raise and track support requests.

Managed OS and Intune Package Delivery

We take care of managing your operating systems and Intune package delivery.

• Managed OS: Regular updates and patches, configuration management, troubleshooting, and health checks.

• Intune Package Delivery: Configuration and deployment of software packages using Microsoft Intune.

Tier-Specific Offerings Details

PLATINUM TIER

In addition to our standard offerings, Platinum customers enjoy the following included key features and benefits:

• Microsoft Licensing Supported (Licenses Not Included): Comprehensive support for Microsoft licensing, specifically targeting the E5 tier.
• Phone & Email Support: Responsive support during business hours.
• SLA Response/Resolution: Our Platinum SLAs ensure prompt attention to critical issues.

GOLD TIER

In addition to our standard offerings, Gold customers enjoy the following included key features and benefits:

• Microsoft Licensing Supported (Licenses Not Included): Comprehensive support targeting the E3 or E5 tier.
• Phone & Email Support: Support during business hours.
• SLA Response/Resolution: Our Gold SLAs ensure prompt attention to critical issues.

SILVER TIER

In addition to our standard offerings, Silver customers enjoy the following included key features and benefits:

• Microsoft Licensing Supported (Licenses Not Included): Comprehensive support targeting the E1 or E3 tiers.
• Phone & Email Support: Support during business hours.
• SLA Response/Resolution: Our Silver SLAs ensure prompt attention to critical issues.