RMM Platform Service Level Offerings

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Detailed features and benefits

    RMM Server Care

    Continuum’s RMM platform dramatically increases your operational efficiency. Our intuitive, SaaS-based management portal allows you to easily backup, monitor, troubleshoot, and maintain desktops, servers, mobile devices and other endpoints for your clients. Our years of experience monitoring tens of thousands of alerts and devices has helped us create a simplified, ticket-based workflow that takes the pressure off of your technicians - and allows you to focus on driving your business forward.

    What’s more, we set the industry standard for intelligent incident monitoring and resolution by offering server profiling, alert analysis and exceptional data center expertise. The key lies in our ability to constantly update, consolidate and convert information on fixes into business rules. These rules are used to analyze event logs, performance metrics and processes to quickly determine the steps required to resolve hardware, operating system and application issues.

    RMM Service Levels 

    We offer three distinct service levels, each designed to suit specific requirements.

    1. Essential Server Care For those that prefer a hands-on approach, Essential Care provides back-office monitoring that helps you reduce the time needed to filter alerts and research resolutions. Our RMM software monitors all of your servers, and our NOC will alert you – day or night – when critical issues arise.

    2. Preferred Server Care  Are your technicians spending too much time troubleshooting and resolving issues? With Preferred Server Care, you can completely offload server monitoring and management to Continuum’s NOC. Alerts generated by our RMM software are sent to our remote remediation team, which connects to troubled servers to apply the appropriate solution – and you can monitor systems and ticket statuses from anywhere.

    3. Elite Server Care If you need the best of the best, Elite Server Care has you covered. Our talented technical teams are ready to investigate and resolve all server issues, whether they are generated by our RMM alerts or raised by your team via our ticketing system. You benefit from the Continuum NOC critical notification and remediation teams, as well as the remote troubleshooting team for your service requests. You can forward any event identities, application messages, windows error messages and other anomalies to Continuum for best-effort troubleshooting and resolution.

    Download the RMM Server Care Levels Datasheet

    Desktop Care

    Continuum’s Total Desktop Care Plus (TDC+) provides the optimal blend of RMM tools, back office services and bundled third-party software options to allow for efficient and effective desktop management. These include:

    • Desktop maintenance including patch management, anti-virus, spyware and product support
    • Management of all client sites from a single console and remote access using LogMeIn
    • Easy to deploy administrative scripts
    • Client communication tools to keep your brand in front of your clients
    • Client access portal and executive reporting including LogMeIn for remote access 
    • Free interactive technical training

    TDC+ helps automate up to 40% of the time-consuming tasks related to maintaining and troubleshooting common desktop issues, freeing your technicians to focus on higher-value work. TDC+ can also act as an introductory service to gain new business. Once your clients experience your quality desktop management services, you'll have an easier time expanding your business relationship to include other IT services.