1. “Industry tested, Channel Approved”
Ingram Sales Training
Patrick Keaveny
LiveVHD
“Industry tested, Channel Approved”

2. Our Competitive Advantage
Opportunity
Managed in North America
The Right Product: Your existing suite of tools
Vendor agnostic
Expertise
Industry-Recognized NOC & HD Provider
Dedicated Ingram Account Representatives (AR)
Relationships
The Channel
Vendor Community
Ingram

3. Our Competitive Advantage
As well as having all of the required work-flows and internal processes in place

4. Business Drivers Extend your services Increase loyalty
Deliver reliable, 24 x 7 managed services and technical support
Instant access to additional technical skills sets
Take on new client projects with LiveVHD’s RSA program
Expand your support foot-print with LiveVHD’s On-Site Resolution
Increase loyalty
Drive increased customer satisfaction and retention
Grow quickly and cost-effectively
Bring on more clients and business without increasing staff or infrastructure
Reduce low-margin activity
Improve staff utilization by getting your technical staff focussed on revenue-generating projects
Increased recurring revenue for greater profitability and higher business valuation

5. Business Drivers Allows you to scale rapidly
Can meet any security clearance requirements
Completely vendor agnostic:
Freeing you to choose third-party solutions that fit your business strategies
No messy migrations required
All NOC and Help-Desk Services available together or à la carte
per client — and can be tailored to meet custom requirements
Customize hours, roles, responsibilities, unique monitoring and management rules, and more — or use our expertly-designed default configuration

6. Centralized Management
Centralized and Transparent
Fully centralized North America-based triage for all NOC and Help-Desk Services
Superior efficiency of our unique workflow delivers rapid, effective, reliable resolutions
Our experts and your engineers are able to access all information in one place
Triage
NOC
RMM
Help Desk
Centralized Management

7. Comprehensive and Integrated
RMM Integrations
PSA Integrations

8. LiveVHD Services Overview
NOC Services
Helpdesk Services

9. Help Desk Overview 24×7 Support Helpdesk Services Any Time You Need Us
End User Help-Desk Level I & II
Live Virtual Help Desk provides telephone and ticket support. Our solution enables support personnel to access customer systems providing instant support just as if we were there in person. The people answering the phone are qualified Level 2 Techs, not simply intake staff. Your clients get the help they need immediately. Services are all inclusive as part of a fixed monthly fee.
North American based support with an 85% first call resolution rate.

10. Integrated with the NOC
Help Desk Overview
Integrated with the NOC
All issues are tracked with tickets and can be escalated to the NOC or MSP
24/7/365
Business HRs
(8AM to 6PM)
After Business HRs (6PM to 6AM)
100% North American Based
Assistance and remediation for all end-user issues for workstations and mobile devices, including smartphones and tablets
Reduce downtime and increase productivity for your clients

11. NOC Services Essentials Premium Ultimate
Live Virtual Help Desk has created 3 Service levels designed around the MSP Maturity Model to ensure we are supporting your customers the way they specifically need to be supported in today’s technology landscape.
Essentials
Premium
Ultimate

12. NOC Services PC & Network Device Essentials PC / Server Premium
Live Virtual Helpdesk will perform basic maintenance & patching while escalating any critical issues back to the MSP with a recommended remediation path 24/7/365. All efforts are then captured and updated in the MSP’s ticketing system
PC / Server Premium
Live Virtual Helpdesk will proactively monitor and manage devices, perform scheduled maintenance and escalate any critical issues back to the MSP with a recommended remediation path 24/7/365. All efforts are then captured and updated in the MSP’s ticketing system
PC / Server Ultimate
Live Virtual Helpdesk, in addition to the deliverables included in our Premium service, with Ultimate, we will proactively then resolve & remediate alert/issues for our MSP partners and only escalate issues that require onsite support to resolve back to the MSP. All efforts are then captured and updated in the MSP’s ticketing system

13. NOC Services - PC

14. NOC Services - Server

15. NOC Services - Network Using Your Tools, we will Monitor:
Switches: Availability, CPU, memory, interface status/errors/discards/port-wise monitoring (server ports only), and device hardware
Routers: Availability, CPU, memory, bandwidth, interface status, interface errors/discards/uptime, port-wise traffic monitoring and device hardware
Firewalls: Availability, CPU, memory, uptime, interface status, interface errors, IPSec VPN status, and failover status (in the case of redundancy)
Wireless Access Points: Availability, interface status, and wireless interface status

16. On-Site Resolution
Access 24 x 7 Dispatch Fast On-Site Resolution without Long-Term Contracts
Live Virtual Help Desk offers a portfolio of dispatch, troubleshooting and repair services that were specifically designed for Clients who have a need for on-site support. Payment options are available at a flat hourly rate or project-based. LVHD on-site services require no long-term contractual commitments. Clients can choose from numerous arrival intervals across multiple skill levels with hundreds of hardware/software/infrastructure certifications.

17. Typical Service Request projects include:
(RSA) Remote System Administration
Access our RSA service that enables you manage peaks and valleys in project work and to fill gaps in delivery expertise
Typical Service Request projects include:
Vendor management
Restore from backup
Server migration
A/D and/or Exchange migration
Server consolidation
Network device configuration
Database design/migration
Application installations
And more …

18. Discussion items include:
Monthly Channel MGMT service Review
Discussion items include:
Minutes of previous meeting
Review of SLA reporting
Network health check and executive summary & Recommendations
Review of major escalations
Service adjustments and new requests
Net new sales opportunities
Sales & Marketing discussions

19. LiveVHD has you covered!

20. “Industry tested, Channel Approved”
LiveVHD
“Industry tested, Channel Approved”