With a cost effective Remote Support package, you can rest assured that SCCM experience and knowledge is within reach

Our Remote Support package will enhance the experience you have with SCCM

 

 

What is Remote Support for SCCM?

SMSMarshall offers SCCM support remotely, connecting you and your SCCM Hierarchies with highly talented experts, to help perform product servicing, training, maintenance or administration over the life time of the SCCM management solution.

 

A Remote Support package consists of a block of hours that can be used to gain access to expert support for SCCM, across the following three mediums:

 

Email Contact the support team directly with your own personalised private email distribution list
Voice Arrange a time, and speak directly to the support team using Skype for Business or Telephone
Real-time remote support session Using Skype for Business, initiate a remote support session with the SMSMarshall team
RemoteSupport Web Portal Plan and prepare tasks with the RemoteSupport Web Portal

 

Why Remote Support?

Simply put, Remote Support for small to medium sized companies is an extremely cost effective way of freeing up the time spent on SCCM and Windows 10, or to de-risk the knowledge and roles within your company.

 

Our highly trained product experts will deal with your SCCM time-expensive issues and questions, which are often a significant drain for a less experienced internal team to handle.

 

Rather than hiring a costly proven expert consultant on a daily basis, purchase one of our packages, and access our highly talented team for a far longer period in blocks of agreed hours, delivering more value for money.

 

To make sure you keep a handle on the hours used, our work authorisation system affords you with private and secure access to review your existing work items progress, and to create new work items which can be scoped and approved before the work takes place.

 

On top of all that you get regular communications from us, detailing important product news such as:

 

  • Major or significant product announcements
  • Product Support announcements
  • Microsoft SCCM Blog Posts
  • Patching Advisories and Alerts
  • News on Community events and community content related to SCCM

 

What can I spend my hours on?

Once you have purchased your Remote Support package, you can use the engagement hours for practically all your SCCM needs.

 

Here are some useful ways to spend the hours from your package, to outline how flexible our remote support service can be for you:

 

Implement new SCCM product features
Troubleshoot SCCM product issues
Service third party SCCM products
Software Updates Management Health Check
Troubleshoot Operating System migrations
SCCM Technical design review
One-to-one SCCM training
SCCM Capacity planning
SCCM Health checks
Upgrade SCCM
Windows 10

 

What Remote Support Packages are available?

 

Package Name Hours in Package SLA Package expiry from purchase
Outsource

Let us maintain and operate parts of, or all of your SCCM Hierarchy.

Receive a dedicated remote support engineer, and benefit from a team holding a vast amount of knowledge and expertise.

9am to 5pm Monday to Friday for the duration of your Package

Out of hours work scheduled on an agreed basis with your support engineer

Tailored to suit the Package 1 Year of service
Gold

For those that want a longer duration of support and a faster commencement time

160 Hours

Amounts to 4 working weeks of engagement time

Response within 24 hours

Commencement of support within 24 hours

1 Year

Option to rollover unused hours for 1 further year

Silver

For those that want a medium duration of support, and a faster response time

80 Hours

Amounts to 2 working weeks of engagement time

Response within 24 hours

Commencement of support within 48 hours

1 Year
Bronze

For those new to Remote Support, or those with occasional support requirements that do not justify a larger package

40 Hours

Amounts to 1 working week of engagement time

Response within 24 hours

Commencement of support within 48 to 72 hours

1 Year
Vendor Support

For those that require support installing Vendor-related products, including those from our Partners

8 to 16 hours

Amounts to 1 to 2 working days of engagement time

Response time based on scheduling 1 Year

How does my company get one of these packages?

It is as simple as filling in this form, and from there we'll arrange a meeting to discuss your needs.