LAYER 3 DIGITAL CARE
Layer 3 Device Monitoring gives you better visibility into the health and status of supported computers and devices — helping problems surface earlier and giving support better information when something needs attention.
DEVICE HEALTH
84%
Supported endpoint status overview
ONLINE
Device reporting
STORAGE
Capacity in view
UPDATES
Status available
SUPPORT
Context ready
VISIBLE
Know the status of supported devices
PROACTIVE
Surface issues before support becomes guesswork
MAINTAINED
Keep important device-health conditions in view
SUPPORTED
Give Layer 3 better information when help is needed
BETTER VISIBILITY
Device Monitoring provides ongoing visibility into selected health and status information from supported computers and devices. Instead of relying only on a customer noticing a problem, available monitoring information can help Layer 3 understand what is happening and identify conditions that may need attention.
Monitoring does not mean someone is actively watching the customer's screen.
PRIVACY BOUNDARY
Device Monitoring focuses on technical health and status information. It is not intended to monitor personal documents, conversations or everyday user activity.
THE SIGNALS THAT MATTER
The exact telemetry available depends on the supported device, installed Digital Care components and selected service scope.
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Visibility into whether a supported device is communicating with the Layer 3 monitoring service.
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Selected operating-system and device-health conditions where supported.
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Visibility into low-disk-space conditions where available.
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Visibility into relevant operating-system update status where supported.
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Where a Layer 3-managed backup service is present, backup condition may be surfaced.
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Where supported Layer 3 protection tooling is present, selected status information may be available.
HEALTH BEFORE FAILURE
Device Monitoring combines better visibility, earlier awareness and stronger support context. It does not guarantee that every condition or future failure will be detected.
Capacity conditions may be surfaced where supported.
Loss of reporting can provide useful support context.
Scheduled care can be easier to track.
Update visibility may identify devices requiring review.
Protection or monitoring components may need attention.
Managed backup status may be surfaced where monitored.
KEEP DEVICES IN BETTER SHAPE
Monitoring can support broader Digital Care activities, but individual maintenance actions are included only where they form part of the selected service.
Plan device health checks according to service scope.
WHEN SOMETHING CHANGES
Depending on the service and condition, monitoring information can help Layer 3 identify where attention may be required. A warning does not necessarily trigger automatic human intervention.
1
A supported device reports technical status.
2
A monitored condition changes or stops reporting.
3
Available information provides visibility and context.
4
Depending on the service and condition, investigation may be required.
BETTER INFORMATION. BETTER SUPPORT.
When a monitored device needs help, available health and status information can give support useful context before or during troubleshooting. Remote access is used only where authorised and within the selected service scope.
Explore Remote Support✓
Understand recent device condition
✓
Identify whether the device is online
✓
Reduce basic information gathering
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Support authorised remote troubleshooting
FOR THE DEVICES PEOPLE RELY ON
HOME
Monitoring can support family computers, home-office PCs, schoolwork devices and other important everyday endpoints.
Family computers
Home-office PCs
Schoolwork devices
Backup awareness
Protection awareness
BUSINESS
Monitoring can help provide visibility across staff workstations, remote users, branch computers and key operational PCs without implying unverified enterprise RMM scope.
Staff workstations
Remote users
Branch computers
Key operational PCs
Maintenance visibility
MORE THAN MONITORING
Monitoring provides visibility. Other Digital Care services provide the maintenance, protection, backup and support pathways that may be selected around it.
MONITOR THE DEVICE, NOT THE PERSON
Device Monitoring is intended to provide technical health and status information for supported devices. It is not presented as a tool for reading customer files, conversations, browser content or private communications.
PURPOSE
Monitoring is for technical health and support.
ACCESS
Remote support or administrative actions follow the appropriate customer authorisation model.
TRANSPARENCY
Customers should understand which Digital Care components are installed and what they are used for.
DIGITAL CARE ACROSS SOUTH AFRICA
Layer 3 Digital Care services are designed to support eligible customer devices across South Africa where the required software, connectivity and service configuration are available.
Family and everyday devices
Supported devices outside a central office
Workstations and important operational PCs
Distributed computers and local users
Eligible devices across multiple locations
DEVICE MONITORING QUESTIONS
Technical health and status visibility for supported devices according to the selected Digital Care service.
No. Device Monitoring is intended for technical health and status information, not surveillance of personal activity.
Monitoring identifies or surfaces conditions. Remediation depends on the condition and selected service.
Online or reporting status may be visible where the supported monitoring component is available.
Update status and maintenance may form part of supported Digital Care services, subject to service scope.
Backup status may be surfaced where a Layer 3-managed backup service supports it.
It can support eligible home and business devices without implying unverified enterprise RMM functionality.
Monitoring and support are related, but service scope and customer authorisation determine remote-support access.
KEEP BETTER WATCH OVER YOUR DEVICES
Talk to Layer 3 about which devices you want supported and what Digital Care services make sense for your home or business.