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Currently, Xceptional leverages a number of best in class tools to handle monitoring and management, backup, and protection. While this is accomplishing the desired results, we have made the decision to pivot to a holistic, natively-integrated tool set which provides us a single pane of glass view into our client’s entire IT environment. Ensuring the best service experience for both our clients and our technicians.

The migration will take place the first weekend of December. Starting December 8th, you will begin using the new platform. This includes a new ticketing system, remote monitoring, and management tool, backup tool, and cybersecurity suite. 

Impact: No change to functionality or patching schedules. We will mirror current schedules.

The only visible difference for users will be a new icon in their system tray.

NCentral - what users see today:

No icon is currently displayed.

Datto RMM - what users will see in their system tray after the support platform migration:

Note: Mac users will need to enable desktop sharing permission prior to or during their first support session with a tech. Instructions will be sent in the case that users would like to execute the change in advance, however, our technicians will be prepared to walk users through the process as needed, this is estimated at no more than 1 minute.

Impact: No change to functionality. Testing shows a significantly improved time to "return to operational" using Datto products.

The only visible difference for users will be a change in icon in their system tray.  

Veeam Desktop Backups - what users see today:

Datto File Protection (macOS) or Datto Endpoint Backup (Windows) - what users will see after the support platform migration:

OR    

For more information about these backup tools, please visit: https://continuity.datto.com/help/Content/kb/EB/EB-AgentOverview.htm

Impact: No change to functionality. 

The only visible difference for users will be a change in icon in their system tray.

SentinelOne - what users see today:

RocketCyber -what users will see after the support platform migration: 

No icon will display.

Xceptional currently has the following items on a Road Map for future improvement: 

1. Ability for users to open tickets directly from the Datto RMM logo in their system tray.
2. Enhanced Client Portal.
3. Deployment of additional security tools like cloud application monitoring and alerting, email security, and dark web monitoring.