NOVO Care · Operational managed service
Technology that keeps working.
NOVO Care is the operational layer that keeps your Microsoft platform working day to day — end-user support, device lifecycle, network operations, server operations, and Teams Phone administration delivered by one integrated team that knows your environment end-to-end, instead of three or four separate vendor relationships.
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Four Care services. One operational team.
- NOVO Care User
- NOVO Care Network
- NOVO Care Compute
- NOVO Care Teams
Why NOVO Care
The operational layer customers usually buy from three or four different providers. Delivered by one team.
The slow ticket that closes without resolution. The recurring issue that gets resolved every month rather than fixed once. The vendor handoff that never quite happens. The two-week wait for new equipment that should have shipped same-week. The IT operation that's been “fine” for years but that nobody could actually defend if the business had to scale, modernize, or get audited next quarter. The “managed service” that means “we respond to incidents” rather than “we own the operation.”
The structural problem isn't usually the people. It's that growing businesses have ended up with operational coverage spread across three or four different providers — an MSP for help desk and devices, a CSP for cloud workloads, an MSSP for security operations, an MDR for threat detection. Each provider sees a slice of the environment. None of them owns the whole picture. Issues that span the slices fall between them.
NOVO Care is the alternative. NOVO Care isn't an MSP. It isn't a CSP. It isn't an MSSP. It isn't an MDR. It's all four — converged into one operational layer. End-user support, cloud operations, security operations, and threat detection delivered by one integrated team that knows the customer's environment end-to-end. One operational relationship instead of four.
What Care delivers
Four services. Three packages. Three support level coverage choices.
NOVO Care is structured to match how customers actually operate. Four services covering the operational scope (user support, network, compute, Teams Phone) — engaged individually or together. Three packages defining what's included. Three support level coverage choices defining where NOVO sits in the customer's IT operation.
Four Care services
Per Managed User
NOVO Care User
End-user support, device management, M365 administration, identity and access operations, security operations, training. The day-to-day technology operations that keep users productive and devices healthy. Help desk through certified specialists, device lifecycle from procurement through retirement, M365 administration, mobile device management, system updates, password management, EDR.
Available packages: Silver / Gold / Platinum
Add-ons: International Support · After-Hours Support · Cyber Awareness Training · Phishing Simulation
Per Managed Network
NOVO Care Network
24/7 network operations across customer locations. Each customer location with a router is one Managed Network. Includes monitoring, security policy enforcement, intrusion detection, VPN management, patch management, incident response, network optimization, capacity planning, DNS, Wi-Fi management, guest network operations, traffic optimization, backups. Provider-Owned Equipment provision available.
Available packages: Platinum (network operations is inherently L3 specialist work)
Add-ons: Required hardware: Cisco Meraki or Ubiquiti firewall/switches/access points
Per Managed Server
NOVO Care Compute
Server operations across the customer's compute environment. Microsoft Azure VM management — provisioning, deployment, resizing, OS patch management, performance tuning. Cost and license optimization. Storage and backup operations. RBAC and Conditional Access. Azure Monitor. Patch and firmware management. Defender for Cloud security operations.
Available packages: Platinum (server operations is inherently L3 specialist work)
Add-ons: On-Premises Server Management · Application Support · Application Monitoring · Compliance Management
Per Managed User with Teams Phone
NOVO Care Teams
Teams Phone administration across the customer's communications environment. Centralized Teams Phone admin via Microsoft Teams Admin Center. Call queue and auto-attendant management. User onboarding and provisioning. Certified device setup and troubleshooting. Voicemail, call routing, firmware and security updates. Call quality monitoring. Direct routing troubleshooting. Teams Rooms management included.
Available packages: Silver / Gold / Platinum
Add-ons: International Support · After-Hours Support
Cross-architecture routing
Some operational work routes architecturally to other NOVO services. Threat hunting, SOC services, and advanced cybersecurity remediation route to NOVO Secure. Compliance management and framework-specific posture work route to NOVO Compliance. Microsoft licensing strategy and optimization routes to NOVO License. Customers engaging Care alongside these services experience the architecture as one integrated operational relationship rather than as separate engagements.
Three packages — what's included
Three packages distinguished primarily by the depth of the included security operations and the corresponding licensing requirements. The biggest distinction is between Gold and Platinum: Platinum's enhanced cybersecurity coverage requires Microsoft 365 Enterprise (E5) or Government (G5) licensing; Silver and Gold are compatible with Microsoft 365 Business Premium.
Foundation managed service
Silver
Foundation managed service for SMB environments. Help desk support via Service Desk Portal and email. Device provisioning and management. M365 administration including users, groups, SharePoint, Teams, OneDrive, Exchange. System updates monthly. Software license management. Zero Trust adherence, device encryption, antivirus management (Microsoft Defender), LAPS, password management, basic EDR (Defender for Business). New hire onboarding and separations.
Licensing: Compatible with Microsoft 365 Business Premium
Foundation + proactive operations
Gold
Foundation operations plus the proactive operational layer. Adds phone support channel. System health monitoring and performance optimization. Advanced reporting and license allocation. Privileged Identity Management. System updates semi-monthly. Cyber Awareness Training and Phishing Simulation available as add-ons.
Licensing: Compatible with Microsoft 365 Business Premium
Foundation + proactive + enhanced cybersecurity · Strategic
Platinum
Foundation and proactive operations plus the enhanced cybersecurity layer. Full Defender suite (Defender for Endpoint, Defender for O365, Defender for Cloud Apps, Defender for Identity). Advanced Identity Protection. Advanced DLP. Attack Surface Reduction. Vulnerability Management. Mobile Application Management included by default. Cyber Awareness Training and Phishing Simulation included by default. System updates weekly.
Licensing: Requires Microsoft 365 Enterprise (E5) or Government (G5). This is the same enterprise-grade licensing the CMMC baseline tenant uses — which is why CMMC customers require Platinum with Level 1-2-3 coverage.
Three support level coverage choices — where NOVO sits in your operation
Independently of the package, the customer chooses where NOVO sits in their IT operation. The package determines what's included; the support level coverage determines who owns each level of work.
Full-stack operations
Level 1-2-3 coverage
NOVO is the customer's full IT operation. Frontline help desk through senior specialist escalation. The customer has no internal IT team or only minimal coordination roles. NOVO owns end-to-end response — initial ticket triage, second-tier troubleshooting, senior-level expertise.
Typical fit: SMBs without dedicated internal IT, businesses scaling beyond what part-time IT can support, customers transitioning from a previous MSP relationship, CMMC customers (CMMC requires full L1-2-3 coverage to keep all support work inside the framework's documented controls).
Escalation operations
Level 2-3 coverage
NOVO handles Level 2 and Level 3 work. The customer's internal IT team — or a partner MSP — owns Level 1 frontline support. NOVO is engaged when issues escalate beyond what L1 can resolve, plus all senior specialist work.
Typical fit: Mid-market businesses with internal IT staff for frontline operations, businesses with existing MSP relationships at the L1 layer, organizations using NOVO as the escalation specialist while keeping day-one ticket triage in-house.
Specialist operations
Level 3 only coverage
NOVO is the senior specialist. The customer's internal IT team or partner MSP handles Levels 1 and 2; NOVO is engaged for the issues that require senior expertise — complex configuration, deep troubleshooting, advanced security work, architectural problems. Fastest SLA response times because the work is inherently specialist-tier.
Typical fit: Mid-market and larger businesses with mature internal IT operations, organizations with established managed service relationships needing senior-tier escalation, customers who want NOVO's expertise without changing their existing operational model.
Most NOVO Care customers run Platinum or Gold packages paired with Level 1-2-3 coverage — the “NOVO is our IT operation” engagement most growing businesses want. Customers with mature internal IT or partner MSP relationships typically engage at Level 2-3 or Level 3 only — using NOVO Care as senior-tier escalation rather than full-stack operations. The matrix is flexible because customers' operational realities vary; the consultation conversation usually settles the right configuration in less than an hour.
How Care delivers
The work that turns operations into a relationship.
Most managed IT services run as ticket fulfillment — a customer reports an issue, the service responds, the ticket closes. NOVO Care runs as an operational relationship: the team understands the customer's environment, knowledge accumulates, operations get better month over month. Three operating disciplines specific to NOVO Care:
Discipline 1
Continuity discipline
The same Care team stays connected across the engagement. Knowledge of the customer's environment accumulates rather than restarting at every personnel change on the provider side. Not “we have a team somewhere that handles your account” — this team, the people who have been operating your environment, who remember the issue from last quarter and the workaround they put in place. Continuity of knowledge is the substantive differentiator most managed IT services can't deliver.
Discipline 2
Knowledge discipline
Documentation that's actually maintained. Runbooks specific to the customer's environment. Configuration history preserved. Incident patterns captured and surfaced when relevant. Institutional knowledge that survives personnel transitions. The customer's environment is understood rather than just operated. When the customer escalates an issue at 2 AM on a holiday weekend, the on-call engineer has the documentation that explains what's there and what's been done before.
Discipline 3
Improvement discipline
Operations that get better month over month. Incident data analyzed for patterns. Recurring issues addressed structurally rather than just resolved repeatedly. Quarterly reviews with named priority items, not just metrics dashboards. The customer's IT posture improves over time, not just gets maintained. Issues that come up three times become structural improvements rather than three separate ticket resolutions.
Microsoft management platform alignment
Microsoft Endpoint Manager / Intune. Microsoft 365 admin tooling. Microsoft Entra. Microsoft Teams Admin Center. Azure Monitor and Azure management. NOVO Care operates on Microsoft's native management platform across all four service areas. Not a separate management overlay layered on top — the same Microsoft tooling NOVO Cloud uses to deploy environments and NOVO Secure uses to operate them. Continuity of platform across deployment, operations, and ongoing management.
- Microsoft Direct CSP Partner
- Microsoft Solutions Partner
Operational depth
What NOVO brings is operational depth across many environments — applied to yours from day one.
Most managed IT services start fresh with each customer — operational documentation built from scratch, incident response refined through trial and error, runbooks written reactively as issues come up. What NOVO brings is the accumulated operational depth from many SMB and mid-market environments — applied to the customer's environment from the first day of the engagement. Service playbooks refined across many customer scenarios. Documentation patterns that have been pressure-tested under real operational load. Resolution practices that already know what works for the issues that come up in M365, Teams, Azure, and Microsoft Security Platform environments.
The substance compounds. The runbooks already know what tends to break. The documentation patterns already know what's worth capturing. The escalation procedures already know which Microsoft support paths work for which issues. The service is the customer's, but the operational shortcuts came from elsewhere.
AI-augmented Care operations
Most managed IT services run on tickets. NOVO Care runs on patterns.
Traditional managed IT services have a structural problem: each ticket is an isolated transaction. The work happens, the metric tracks, the customer gets a resolution — and the operational data accumulated across all those tickets sits unused. Patterns that should surface stay buried in ticket histories. Recurring problems get resolved repeatedly rather than fixed structurally.
AI-augmented Care operations change the math. Tickets stay tickets — but the layer underneath the tickets changes substantially. Ticket triage gets faster. Context retrieval automates. Pattern recognition surfaces issues affecting multiple users as one phenomenon to be addressed structurally. The operations team spends more time on resolution and structural improvement, less time on the search-and-context-retrieval work.
01
Help desk acceleration
AI-augmented ticket triage and response. Automated context retrieval — pulling the customer's environment configuration, prior ticket history, relevant runbook content, and similar incident resolutions when a new ticket arrives. Natural-language summarization of issue history so engineers don't read through ten pages of ticket comments. Draft responses grounded in the customer's actual configuration. Faster resolution, more consistent quality, less time lost.
02
Proactive issue detection
AI-augmented monitoring across the customer's environment. Pattern recognition that surfaces emerging issues before they become incidents — disk health degradation before drives fail, license utilization patterns before renewal surprises, configuration drift before security audits, performance issues before users complain. Alert correlation across systems so the team sees one phenomenon rather than seven separate alerts. Issues caught proactively rather than reactively.
03
Documentation intelligence
AI-augmented documentation maintenance. Runbooks that update as operations happen rather than getting reactively rewritten when someone notices they're stale. Environment documentation that captures configuration changes as they're made. Knowledge surfacing that retrieves the right runbook when an engineer needs it. Institutional knowledge that survives personnel transitions and accumulates rather than evaporates.
04
Operational pattern recognition
AI-augmented analysis of incident data, ticket trends, configuration patterns, and operational metrics. Recurring issues identified and surfaced as structural improvement candidates rather than treated as separate incidents. Customer environment patterns analyzed for what's working and what's underperforming. Quarterly review insights generated from operational data rather than assembled by hand. Operations that get better over time because the patterns are visible.
AI augmentation is an operational layer of the Care service, not the service itself. NOVO Care is still ongoing technology operations delivered by experienced people. The accountability sits with the team — the AI just changes how much manual work that expertise has to carry.
Four categories. One operational layer.
NOVO Care isn't an MSP. It's the convergence of four traditional provider categories.
The IT services industry has historically organized itself into specialist categories. Most growing businesses end up assembling coverage from three or four different providers. NOVO Care converges those four traditional categories into one operational layer. One team, one operational relationship, end-to-end coverage.
MSP
Managed Service Provider
Scope
Help desk, end-user support, device management, basic infrastructure operations.
Limitation
Limited cloud expertise. Limited security operations. Limited threat detection.
CSP
Cloud Solution Provider
Scope
Cloud platform delivery and management. Microsoft 365 licensing, Azure provisioning, cloud workload operations.
Limitation
Limited end-user support. Limited security operations. Limited threat detection.
MSSP
Managed Security Service Provider
Scope
Security operations, security policy enforcement, security tooling management, vulnerability management.
Limitation
Limited end-user support. Limited cloud platform expertise. Threat detection often a separate add-on.
MDR
Managed Detection & Response
Scope
Real-time threat detection, incident response, threat intelligence, advanced analytics.
Limitation
Narrow scope by design. Customers need MSP/CSP/MSSP coverage on top of MDR coverage.
NOVO Care
One operational layer. End-to-end coverage.
NOVO Care covers the scope of all four traditional provider categories — delivered by one integrated team that knows the customer's environment end-to-end. End-user support and device management. Cloud platform operations across Microsoft 365, Teams, Azure. Security operations across the Microsoft Security Platform. Threat detection and response routing to NOVO Secure's AI-augmented SOC for the most demanding scenarios. One operational relationship instead of four. One team that owns the whole picture instead of four teams each covering a slice.
Most growing businesses end up with operational coverage spread across three or four different specialist providers. NOVO Care converges that scope into one integrated operational relationship. Same coverage, fewer vendors, end-to-end ownership of the whole environment.
Care in the architecture
Care receives platforms from Cloud. Care signals back up to the rest of the portfolio.
NOVO Care doesn't operate in isolation. Care is the operational hub between Cloud's deployments and the rest of the portfolio's services.
Inbound · NOVO Cloud → NOVO Care
Cloud deploys. Care operates.
Cloud deploys the Microsoft platforms — Microsoft 365, Teams, Azure, Microsoft Security Platform. Care operates them day-to-day. The customer's platform isn't deployed and abandoned; it's deployed and handed off to ongoing operational ownership. The same architectural team that built the platform stays connected through the operational relationship.
Outbound · Care signals to the rest of the portfolio
Care → Compass
Operational reality informs AI program advisory
The customer's actual technology operations — what's working, what's struggling, where the operational data shows opportunity — informs the AI program planning Compass does. Care surfaces what the environment can actually support; Compass plans the AI program that fits.
Care → Secure
Operational signal informs SOC priorities
Care's incident patterns, configuration changes, and end-user activity become inputs to the AI-augmented SOC operations Secure runs. Threat hunting, advanced cybersecurity remediation, and SOC services route from Care customers to Secure as add-on architectural relationships.
Care → Compliance
Operational evidence informs framework alignment
Care's operational records — configuration audit logs, incident response history, change management trails — become the substantive evidence Compliance accumulates and presents during audits. Compliance management routes from Care customers to Compliance as an add-on architectural relationship.
Care → License
Usage signal informs licensing strategy
Care's view of actual M365 license utilization, Copilot adoption patterns, GCC tenant requirements, and add-on usage informs License's optimization work. The licensing strategy is grounded in operational reality, not just procurement assumptions.
Care is the operational layer that sits between Cloud's deployments and the rest of the portfolio's strategic services. Customers engaging Care alongside other NOVO services experience the architecture as one integrated operational relationship — the team that operates day-to-day connects to the teams doing strategic, security, and compliance work.
Ready when you are
The fastest way to know what your Care engagement should look like is to talk through your operational reality.
Tell us about your IT operation today — what's working, what's breaking, where the vendor coordination overhead is highest, what scope of coverage your business actually needs. Whether your priority is converging multiple existing providers into one operational relationship, taking over from a previous MSP, or escalating senior specialist work into NOVO while keeping your internal team on Levels 1 and 2, we'll talk through which combination of services, packages, and support levels fits your situation.