Service Catalog


Appcast primarily offers services through our management programs, making it simple for customers to know what to expect. But sometimes you need that and a little bit more. Our Service Catalog shows some of our a’la carte items and explains some base program items. But it’s by no means comprehensive. If you don’t see something you need help with, just ask!

Trendline Reporting

Provides you with high-level, periodic reports on the performance, availability and capacity trends of devices on your network. Find out what systems are under and over-utilized, and plan for upgrades to stay ahead of user demand. Trendline Monitoring is included with the Essentials program only, and does not provide incident detection and alerting.

We provide standard monthly reports that give you an overview of the health of your network over that month and which highlight the benefits of the services we’ve provided. These reports vary in depth depending on the managed services you’re using, but can include:

  • Hardware and software inventory
  • Device performance and availability
  • Missing and applied patches
  • Virus detections and quarantines
  • Anti-Spam statistics
  • Incident/Ticket information
  • Backup failures
  • Software and License compliance

We use these reports as a reference for our regular strategic meetings with you – to highlight areas of concern and to set new performance objectives for your IT environment, and to establish a trend of continuous improvement.

Responseline Monitoring

Responseline monitoring provides health monitoring of critical systems and services on your network. When incidents are detected, our Network Operations Center is alerted and a ticket is automatically created so that remediation can begin as soon as possible – even outside of business hours. This automatic notification and rapid response dramatically reduces downtime compared to detection-by-observation and manual escalation. Reponseline provides granular insight into the health and status of almost any service, feature, or property of any IP-enabled device on your network, including (but not limited to):

  • Your Internet connection (we’ll even deal with your ISP when it goes down)
  • Security events on your firewall
  • Windows Events and Syslog
  • Processes and Windows Services
  • System temperature and fan
  • Network utilization

Incident Management

When a problem is reported, either by a phone call or by our automated Responseline Monitoring service, the issue is tracked as an Incident and remediated by our technicians. Incident Management includes investigation and troubleshooting of the issue, escalation to more experienced system engineers if and when necessary, and even escalation to vendors when dealing with extraordinary, unique situations.

Helpdesk

Our 24/7 helpdesk can service the tech support needs of your users. With a list of over 80 applications and more being added all the time, we can quickly get your users back on track to productivity.

Service Requests

A Service Request involves moves, additions, deletions and changes to an existing system or application, as requested by the customer. These types of requests can include almost anything that doesn’t fall into the category of Incident Management or End User Support – from a change in configuration to scripting repetitive tasks.

Some typical service requests include:

  • DHCP and DNS management
  • Group Policy management
  • Changes to server applications such as Microsoft Exchange and Sharepoint
  • Network configuration such as VLAN changes
  • Firewall rule changes

Proactive Maintenance

Regular, proactive maintenance ensures reliability and stability of your IT environment for users. Optimizing hard drives, scanning logs for issues and other system optimization tasks are performed on a scheduled basis to keep your systems performing at their best. The result is fewer issues overall, and reduction in troubleshooting time for any issues that do crop up – saving valuable time in lost productivity.

Managed Anti-Virus

Free-to-use AV solutions can’t provide the peace of mind offered by a managed service. Don’t assume that the AV signatures across your organization are being updated on a regular basis. Ensure it. Don’t assume that your users aren’t altering the AV agent’s settings. Ensure it.

Our fully managed AV service gives you the assurance you need to make those assumptions, and the reports to prove it. All at a cost that’s less than most unmanaged stand-alone commercial AV packages.

Managed OS Updates

Windows Updates – “set it and forget it”, right? Not so fast. Have you ever had a critical system reboot because “Windows applied a critical update and needed to reboot your system”? Do your users change the auto-update settings? Have you ever run into a problem that was resolved by a specific update, only to find that some of your users weren’t getting that update due to misconfigured auto-update settings? Or maybe you’re just concerned about the bandwidth required to download the same updates over and over again for all systems.

Patching systems is a critical part of ensuring a problem-free IT environment. Our Managed Patching service manages the auto-update configuration, and monitors and alerts on the status of patches and the auto-update system on your machines. We can also manage WSUS systems deployed within your environment to have even more control over what patches are applied (especially useful for server systems), and reduce bandwidth usage.

Managed Application Updates

Windows Updates – “set it and forget it”, right? Not so fast. Have you ever had a critical system reboot because “Windows applied a critical update and needed to reboot your system”? Do your users change the auto-update settings? Have you ever run into a problem that was resolved by a specific update, only to find that some of your users weren’t getting that update due to misconfigured auto-update settings? Or maybe you’re just concerned about the bandwidth required to download the same updates over and over again for all systems.

Patching systems is a critical part of ensuring a problem-free IT environment. Our Managed Patching service manages the auto-update configuration, and monitors and alerts on the status of patches and the auto-update system on your machines. We can also manage WSUS systems deployed within your environment to have even more control over what patches are applied (especially useful for server systems), and reduce bandwidth usage.

Application Deployment

Due to factors such as employee churn, workstation upgrades, and the introduction of new software to the organization, it’s easy to see why it’s so hard to ensure that everyone has access to the same set of applications. Dealing with the inconsistency can be an ongoing struggle. Our Software Deployment service tackles the challenge by establishing a software inventory across the organization, and then deploying new software and updates to the devices that need it. Ensure everybody has access to the same tools to do their jobs, and that their application versions are up to date, to ensure everybody’s having the same experience, and help reduce troubleshooting time when problems arise.

Application Compliance Monitoring

Uncertain about what software your users are installing on corporate assets? Access to the Internet makes it easy for your users to find, download, and install applications that could present a risk to your organization’s network and data. Putting heavy restrictions on user machines is one way to handle it, but this may not be the right approach for your environment or culture. We can monitor installed applications against an “approved list”, detect and report on violations, and deal with them accordingly – providing you with the assurance of the software in use across your organization.

License Compliance Management

You know how many licenses you own for an application, but you’re not sure how many you’ve deployed. Reporting numbers to your software vendor is time consuming and often inaccurate. Our License Compliance service monitors your network for installations of your licensed software assets, and lets us alert you when you’re exceeding your limits.

Managed Backup

Whether you store all of your data on servers, or you have important files roaming around on user’s laptops, the loss of any of it is an unthinkable scenario that would have dire consequences to your business. We back up your servers and laptops alike, and monitor the process on an ongoing basis to ensure reliability. We can backup to disk or to the cloud, or a combination of both. No tapes means faster backups and restores, translating into shorter backup windows and faster recovery time than with traditional tape-based solutions.

Compliance Management

Whether your organization needs to have its security assessed for internal reasons or because it needs to meet regulatory compliance requirements, our Compliance Management service will shed light on the areas that need attention. We’ll compare the versions and configurations of services running on your network against an up-to-date database of known vulnerabilities and best-practice configurations, and match them against regulatory compliance requirements including PCI DSS, SOX, HIPPA, FISMA, and ITIL. Don’t be caught by surprise when audit hits you. The productivity lost during and “emergency audit response” can hurt morale and impact the service you provide to your customers. Stay ahead of the curve. Deal with the outstanding risks to your infrastructure and data today, before they become security incidents.

Technology Lifecycle Management

Aging IT hardware and expiring warranties can often cause increasing IT costs. Equipment fails over time – and the risk of failure increases with time. Worse, the cost of repair increases with time – you can often replace an entire machine for the cost of an obsolete, out-of-warranty replacement part. This natural failure cycle gradually introduces downtime and increases costs.

Don’t let a device’s old age add to your IT headache! We can assess the age, warranties, and costs of your environment and recommend a technology refresh plan to deal with technology lifecycle in a cost-effective way.