MDS Technologies Limited

Datto Remote Monitoring and Management (RMM)

MDS Technologies provides Remote Monitoring and Management via Datto, a world-leading provider of cloud solutions. Datto RMM delivers a unique way to grow your business, solve more problems, get more work done, and become more secure, all while saving you time.

Features

  • Unlimited scalability
  • Patch Management
  • Professional, flexible reporting
  • Remote Control/Support Request
  • Support for a range of platforms

Benefits

  • Extensive experience supporting Windows, macOS and Linux OS
  • Automation reduces labour spent manually fixing issues
  • Compliance with reporting requirements for security standards
  • Reduces risks due to out of date machines

Pricing

£2 to £4 a device a month

Service documents

Framework

G-Cloud 12

Service ID

3 7 8 7 7 8 1 2 5 7 7 3 9 6 1

Contact

MDS Technologies Limited Ben Grantham
Telephone: 01225 816280
Email: sales@mds.gb.net

Planning

Planning service
Yes
How the planning service works
1: Determine deployment goals, objectives, and challenges

2: Identify use case scenarios

3: Determine use case requirements

4: Develop a rollout plan

5: Develop a rollout communication plan

6: Develop a support plan

7: Create customised alerting plans that achieve business goals

8: Implementation

9: Testing and validation
Planning service works with specific services
No

Training

Training service provided
Yes
How the training service works
We can provide training on site or within our offices to help customers make better use of Datto RMM.
Training is tied to specific services
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
MDS help support your migration from expensive on-premise helpdesks and resource-hungry deployment server infrastructures through a simple, clearly defined device enrollment process.

Move gradually, building your cloud-managed device support platform as you retire and refresh end-user devices, or deploy an entire fleet to replace inefficient and unreliable ageing hardware with ease.
Setup or migration service is for specific cloud services
Yes
List of supported services
Autotask Endpoint Management (Datto RMM)

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
As part of our on-boarding process our Customer Services team will undertake a quality and security assurance process for every project. This helps to give customers, and ourselves, confidence that your business outcomes are being delivered. This is part of our Operational Acceptance Into Service process - a formal acceptance procedure between our implementation team, support team and customer.

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
Our ITIL based support services are available to you by telephone, email or through our self-service customer portal. We offer all of the core ITIL services, including Incident, Problem, Change and Release Management. We can manage your environment infrastructure, middleware, applications and any supporting infrastructure. We can provide you with a monthly service report which includes details of the service levels that have been recorded for your environment.

Service scope

Service constraints
Please see the below requirements document that describes limitations on certain operating systems:
https://help.aem.autotask.net/en/Content/1INTRODUCTION/Requirements/AgentRequirements.htm

User support

Email or online ticketing support
Email or online ticketing
Support response times
Tickets are responded to on a priority basis. We aim to respond to ALL initial questions within 15 minutes during normal business hours (7:30-17:30 Mon-Fri).
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
MDS' standard support includes Project Managers, Service Delivery Managers, Technical Account Managers, Support Engineers Monday-Friday between the hours of 7:30-17:30. We aim to respond to ALL incidents and requests within 15 minutes, with a priority on resolving P1 incidents.

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Datto

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

Pricing

Price
£2 to £4 a device a month
Discount for educational organisations
No

Service documents