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We not only develop AI tools and do AI training, but also provide large-scale AI enterprise application maintenance support services through our Shanghai service center.
Why Choose NovaTech for AI and Enterprise Application Outsourcing Services
13 years of helpdesk service experience.
Exclusive operations and maintenance support center located in Pudong, Shanghai.
Partnership with Microsoft experts.
Over 30 IT professionals on staff.
Implementation of a quality management system based on specialized personnel and mature processes at the company and project levels, in compliance with ISO 9001 standards.
Obtained ISO 27001 certification, ensuring the security of customer data we access.
Introduction to Help Desk Services
Novatech's IT help desk services are designed to solve user's daily IT operation and maintenance issues, allowing IT personnel to focus on the company's core business and improve work efficiency.
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IT Help Desk OutsourcingWe strictly follow ITIL standards to efficiently handle common issues (L1 help desk) and technical problems (L2, L3 help desks), improving the experience and productivity of end-users. -
Security Operations Center (SOC) OutsourcingNovaTech's SOC services ensure that your IT environment is constantly monitored, promptly detecting and addressing potential security risks, preventing data breaches and system intrusions. -
Network Operations Center (NOC) OutsourcingWe strictly adhere to ITIL standards to efficiently manage common issues (L1 help desk) and technical challenges (L2, L3 help desks), enhancing the experience and productivity of end-users. -
IT Technical Support OutsourcingRelying on comprehensive root cause analysis and continuous IT infrastructure monitoring, we ensure rapid response and efficient resolution of incidents. Our services focus on cost-effectiveness and response speed, committed to proactive management and prevention of issues. -
Architecture Management Service OutsourcingNovaTech can take over the entire help desk function, including process establishment, L1-L3 level issue handling. -
Nationwide On-Site ServicesTo meet the needs of some clients who require on-site services for maintenance and implementation, NovaTech provides professional on-site services for enterprises in first-, second-, and third-tier cities.
Support for AI and enterprise applications
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CategoryIncluded ServicesEnd-User SupportAdministrator Support
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NovaTech Service Support
7x13 (9-22:00) Service Desk Support
Email/400 Phone/WeChat/Ticket Portal
7x13 Remote Support (If remote support fails, on-site service is provided)
Yes
Yes
Yes
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Desktop Support Services
Client Computer Issue Resolution
Client Computer System Installation
Client Computer Optimization
Software and Application Installation and Maintenance
Printer and Scanner Installation and Maintenance
Yes
Yes
Yes
Yes
Yes
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Office 365 Support Services
Office 365 Client Software Download, Installation, and Activation
Teams Client Troubleshooting
Teams Client Usage Consultation and Answers
SharePoint Shared File Local Sync Troubleshooting
OneDrive Configuration and Troubleshooting
Outlook Email Usage Consultation and Troubleshooting on PC
Office 365 Account MFA Setup and Issue Resolution
Admin-Initiated User Office 365 Account Password Initialization
Admin-Managed Addition and Removal of Office 365 Communication Group Members
Admin-Managed Email Flow Inquiry
Office 365 Admin Center Setup and Management
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
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Office 365 Backup Services
Office 365 Data Backup Service (Requires additional purchase of backup product)
Admin Backend Backup Configuration and Troubleshooting
Admin Backend User Permission Configuration and Maintenance
Daily Backup Error Check and Troubleshooting
Daily Backup Recovery Request Handling
Monthly Backup Service Status Inspection
Yes
Yes
Yes
Yes
Yes
Yes
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EMS Support
M365 Azure Intune Configuration and Support
Microsoft Intune Endpoint Device Compliance Check and Repair
M365 Azure Purview Document Security Settings
M365 Azure Purview Sensitivity Label Settings
Microsoft 365 Entra ID Configuration and Support
Microsoft 365 Entra ID Zero Trust Conditional Access Setup
Yes
Yes
Yes
Yes
Yes
Yes
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Security Compliance Support
Microsoft 365 Defender for Endpoint Security
Microsoft 365 Defender for Office 365 Anti-Phishing
Microsoft 365 DLP Leak Prevention Support
Security Log Monitoring, Collection, and Processing
Yes
Yes
Yes
Yes
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Reporting
Monthly BI-Based Operations SLA Report
- Ticket Details
- SLA Details
- Fault Type Details
- Customer Satisfaction Survey
Monthly Office365 Usage Log Report
- Email, Teams, SharePoint, OneDrive
- Security log
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Maintenance Service Process
Users report issues through email, phone, and other support channels. The system will automatically or with the assistance of a support agent create corresponding tickets to ensure issues are recorded and tracked in a timely manner.
Tickets are categorized based on issue type and urgency, and assigned to the appropriate support engineers. For Level 1 (L1) tickets, this process is automated. For more complex Level 2 (L2) to Level 3 (L3) tickets, manual handling ensures they are allocated to engineers with higher professional skills.
The assigned support agent will resolve the issue as quickly as possible. If the issue requires deeper technical support, it will be escalated to a higher-level engineer to ensure the problem is thoroughly resolved.
We will promptly inform users of any changes in the ticket status and the final resolution plan, allowing users to understand the progress and outcome of the issue handling at any time.
Our Covered IT Components
To ensure the stability and efficiency of your IT infrastructure and its key components, NovaTech's operation and maintenance services cover the following areas:
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Local Data CentersSupport for physical servers and virtualized environments to ensure the stable operation of local data centers.
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Public CloudCovering public cloud platforms such as Azure, Alibaba Cloud, Tencent Cloud, Huawei Cloud, and AWS, providing comprehensive management and support for cloud infrastructure.
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Terminal DevicesIncluding desktops, laptops, and mobile devices, compatible with Windows, Mac, and Linux operating systems, ensuring the normal operation of employee devices.
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Development InfrastructureSupporting CI/CD processes, development, and testing environments, providing reliable infrastructure support for development teams.
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Application SystemsCovering ERP, POS, CRM, OA, and custom applications, ensuring the efficient operation of various business application systems.
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Network and Network SecurityProviding network management and security services, including SIEM, IAM, firewalls, etc., to ensure network security and compliance.
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Data StorageSupporting the operation and management of databases, data warehouses, and data lakes, ensuring the security and efficient access to data.
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Customer-Facing SoftwareCovering the maintenance and support of applications, websites, and portals, ensuring smooth operation of customer-facing software and enhancing user experience.
Our IT Helpdesk Support Channels
To ensure the smooth operation of your IT infrastructure and to provide timely support, NovaTech offers the following support channels：
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User Self-Service Portal -
Service Desk Software -
Email -
Telephone -
Instant Messaging -
Social Media
NovaTech Support Center
Common Questions
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What does NovaTech's AI and Enterprise Application Support Services include?
We provide configuration, maintenance, and optimization services for Microsoft 365 Copilot, Azure AI Service, GitHub Copilot, Dynamics 365 ERP, Dynamics 365 CRM, Power Platform, and POS applications.
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How does NovaTech ensure the quality of AI and Enterprise Application Support Services?
We adopt standardized processes (such as ITIL) and a professional technical team to provide regular optimization and in-depth support, ensuring efficient and secure services.
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Does NovaTech offer a free current status research service?
Yes, we provide free current status research and testing services for AI and enterprise applications, and develop targeted optimization plans.
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Does NovaTech's support service help reduce enterprise IT operation and maintenance costs?
Yes. By resource assessment and optimization, we help clients reduce Total Cost of Ownership (TCO) and achieve efficient operation and maintenance.
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Does NovaTech's service support multiple languages?
Yes. We offer support in Chinese and English to meet the language needs of customers from different regions.
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How does NovaTech help clients improve work efficiency?
By optimizing the integration of AI tools and the automation features of enterprise applications, we enhance team collaboration efficiency and the accuracy of business processes.
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Does NovaTech provide audit or migration services for Dynamics 365 ERP and CRM?
Yes. We offer professional audit and migration services, including planning, implementation, and follow-up support, to ensure a seamless transition.
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Does NovaTech support team deployment and management of GitHub Copilot?
Yes. We provide team configuration, usage training, and troubleshooting support services for GitHub Copilot.
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What does the Power Platform support service include?
It includes low-code application development, data flow optimization, Power Automate process creation, and platform performance tuning.
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Does NovaTech provide operation analysis and reporting services?
Yes. We provide monthly operation reports based on BI, including response time, problem types, and customer satisfaction surveys.
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Does NovaTech support user training for AI tools?
Yes. We offer user training for Microsoft 365 Copilot, Azure AI Service, and GitHub Copilot to help enterprises get started quickly.
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How to quickly contact NovaTech's support team?
You can contact our support team by phone at 400-902-9162, email at support@cloudyes.net, or online chat (WeChat public account "NovaTech Customer Service" or self-service portal support.cloudyes.net).