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Managed service for Teams Rooms, powered by highly skilled 24x7 video helpdesk, enabling organizations to enjoy the full benefits of their collaboration technology with an enhanced user experience.
MORE RELIABLE WITH NEW ERA TECHNOLOGY.
A complete end-to-end video estate management service, powered by a highly skilled 24x7 video helpdesk, which enables organizations to enjoy the full benefits of their video communications technology, with increased reliability, flexibility and cost savings. Offering monitoring and performance optimization, our Managed Service ensures the best possible video experience for your Teams Room and users. Delivered by a team of professional video experts available for you 24/7 Enjoy the benefits with increased reliability, flexibility, and cost efficiencies. New Era’s Managed Services were developed to fit the varying requirements of customers’ video conferencing environments. These services are provisioned by New Era enabling organizations to enjoy the full benefits of their video communications technology, with increased reliability, flexibility and cost savings. New Era is committed in providing a consistent and high-quality user experience.
These solutions provide comprehensive managed video conferencing services to ensure the best possible video experience and maximum up-time. These services are backed by a global team of video experts and professional customer support staff. Additionally, they revolve around delivery of the user experience by providing customer-facing services as well as behind-the-scenes monitoring and management to ensure all elements in the video conferencing and collaboration ecosystem are performing optimally. The overall goal of all the Managed Service products is to deliver to the customer a consistent, smooth and excellent video meeting experience for every user, every time.
The service has the below main components to deliver a complete end-to-end video experience: •Device Management via Teams Admin Center •Device Monitoring and alerting via Teams Admin Center •Device Software updates via Teams Admin Center •Incident & Problem Management •24 x 7 x 365 L1, L2 & L3 VNOC •Concierge services (optional)
COMPREHENSIVE MONITORING With monitoring and management, our service improves all elements in the video conferencing and collaboration ecosystem to optimize performance, while being backed by a global team of video experts and professional customer support staff available 24/7. Increased meeting reliability with remote management and monitoring of your Microsoft Teams Rooms. The Managed Service provides monitoring, alerting, control and reporting on your Microsoft Teams Rooms. Our monitoring dashboard sends real time performance alerts, meaning you will be notified of any downtime before it becomes an issue. The detailed diagnostics and reporting enable New Era Technology to deliver the optimum user experience for your video conference estate.
We will ensure that your devices are current and running the latest version of Microsoft certified software, so your users can just walk in and work.
The New Era Managed Service is backed by a 24/7 global team of video experts and professional customer support staff. They revolve around delivery of the user experience by providing customer-facing services as well as behind-the-scenes monitoring and management to ensure all elements in the video conferencing and collaboration ecosystem are performing optimally.
OUTAGE NOTIFICATION VNOC will proactively communicate to all affected customers, saving time and effort. PROBLEM MANAGEMENT & RESOLUTION We offer a Problem Management & Resolution process to develop a thorough understanding of a problem, its causes, and to identify corrective/preventive actions that will reduce the risk of future recurrence. The problem management process is to resolve the root causes of incidents and thus to minimize the adverse impact of incidents caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors.
THIRD PARTY EXCALATION SUPPORT When allowed, based on customer’s maintenance agreements and manufacturer’s maintenance policies, the VNOC team will act as the vendor of record for the customer and be the communication point between the customer and the vendor. The service levels objectives will not be in effect during this process. Service and RMA objectives will be defined by the specific vendor’s maintenance plans.
HARDWARE REPLACEMENT & PERFORMANCE Endpoint and infrastructure related issues warranting equipment replacement, dependent on a valid service contract with the vendor of record, the VNOC team will contact the customer to notify them of the issue that has been diagnosed and work with the customer to re-certify the device once it has been replaced. The cost of hardware replacement, for both the device and physical installation is not included in this service. PERFORMANCE REPORTING Complete call activity with call quality metrics