Everything TelNova Does
Enterprise-grade IT management for SMBs — helpdesk, MDM, patch management, network discovery, self-healing automation, and more.
Northern Virginia · DMV · Nationwide
Managed Helpdesk & IT Support
Full-service helpdesk with SLA-backed response times, email-to-ticket automation, and a client self-service portal.
- ✓Email-to-ticket automation — info@telnova.us
- ✓Client portal — submit and track tickets online
- ✓SLA tracking with percentage-based breach credits
- ✓Canned responses for fast, consistent replies
- ✓Full audit trail — every action timestamped
- ✓Merge, split, and assign tickets
- ✓File attachments on all tickets
- ✓3-layer spam filter — clean agent queue
Remote Support
Secure, encrypted remote desktop sessions via our self-hosted RustDesk server. No software install needed for clients.
- ✓Browser-based — client clicks a link, nothing to download
- ✓End-to-end encrypted — data never leaves our server
- ✓Screen sharing, file transfer, clipboard sync
- ✓Multi-monitor support
- ✓Session logged to ticket for full audit trail
- ✓Self-hosted relay — your data stays US-based
Microsoft Intune MDM
Full Mobile Device Management — monitor compliance, take remote action, and manage apps across all client devices.
- ✓Hourly device compliance sync via Microsoft Graph API
- ✓Auto-tickets when device goes non-compliant
- ✓Remote Wipe — erase all data on lost or stolen devices
- ✓Remote Lock — lock screen remotely
- ✓Force Sync — trigger immediate Intune check-in
- ✓Retire Device — remove corporate data only (BYOD safe)
- ✓Remote Restart — reboot Windows devices remotely
- ✓App Catalog — deploy apps to devices remotely
- ✓BYOD App Protection — separate corporate and personal data
- ✓Multi-tenant — manage unlimited client organizations
- ✓All actions logged in Remediation Log
- ✓Supports: Windows, macOS, iOS, Android, ChromeOS
Patch Management
Automated OS version scanning every 6 hours. Detect outdated systems before they become security risks.
- ✓Scans all devices every 6 hours automatically
- ✓Critical alert: Windows below 10.0.19045 (22H2)
- ✓Warning alert: Windows below 11.0.22631 (23H2)
- ✓macOS, iOS, Android minimum version tracking
- ✓TN Patch Advisory record per device per violation
- ✓Critical advisories auto-create High priority tickets
- ✓Full advisory history and resolution tracking
Self-Healing Automation
Before creating a ticket, TelNova tries to fix the problem automatically. Around 40% of issues resolve without agent intervention.
- ✓Runs every 2 hours on all non-compliant devices
- ✓Forces Intune sync — re-evaluates policy compliance
- ✓Sends user email with fix instructions automatically
- ✓Re-evaluates encryption state (BitLocker and FileVault)
- ✓Verifies healing 2 hours after attempt
- ✓Creates ticket only if auto-heal fails
- ✓Full remediation log — every action documented
Network Discovery
Scan client networks for every connected device. Find shadow IT — unauthorized devices you did not know existed.
- ✓Ping scan of entire network range up to /24
- ✓Hostname resolution and MAC address detection
- ✓Compares against CMDB and Intune records
- ✓Flags unmanaged devices as security risk tickets
- ✓TN Discovered Device record per discovered host
- ✓Mark devices: Managed, Unmanaged, Authorized, or Ignored
- ✓Run on-demand — ideal for onboarding and audits
TelNova Native Agent
Lightweight agent for Windows and macOS that reports device health every 15 minutes — no Microsoft 365 required.
- ✓Works WITHOUT Microsoft 365 or Intune
- ✓CPU, memory, and disk usage reported every 15 minutes
- ✓Antivirus, firewall, and disk encryption monitoring
- ✓Auto-alert: Disk over 90% triggers Urgent ticket
- ✓Auto-alert: Antivirus disabled triggers Urgent ticket
- ✓Single command install on Windows and macOS
- ✓Live device health in TelNova dashboard
CMDB and Asset Management
Track every IT asset your clients own. Link devices to tickets so agents always have full context.
- ✓Configuration Items — servers, laptops, desktops, printers, software
- ✓Asset records — purchase cost, warranty, vendor, serial number
- ✓Every ticket linked to a device — instant context for agents
- ✓Intune devices auto-linked to CMDB records
- ✓Network discovery results linked to CMDB
- ✓CI Types: Server, Laptop, Desktop, Mobile, VM, Cloud, IoT
- ✓Status tracking: Active, Inactive, Decommissioned
Service Catalog
Structured workflows for standard IT requests. Every request auto-creates a prioritized ticket.
- ✓Employee Onboarding — equipment, M365, software, access setup
- ✓Employee Offboarding — revoke access, wipe or retire device
- ✓Software Access Requests — approval workflow included
- ✓Device Support Requests — linked to CMDB CI
- ✓Auto-creates HD Ticket with correct priority
- ✓Unique series numbers for each request type
- ✓Status tracking: Pending, Approved, In Progress, Completed
Analytics and Reporting
Live dashboards showing ticket volume, SLA compliance, device health, and customer breakdown.
- ✓Ticket Volume by Day — 30-day trend chart
- ✓Open vs Closed — real-time queue health
- ✓SLA Compliance Rate — within and breached breakdown
- ✓Average First Response Time — per day trend
- ✓Average Resolution Time — per day trend
- ✓Tickets by Priority — High, Medium, Low distribution
- ✓Tickets by Customer — per-client volume chart
SLA Response Commitments
Mon to Fri, business hours, US Federal Holidays excluded. Credits equal a percentage of your monthly fee.
| Priority | Example | Starter Response | Business Response | Breach Credit |
|---|---|---|---|---|
| P1 Critical | Server down, cannot work | 2 hours | 30 min | 10% MRR |
| P2 High | Email not working | 4 hours | 1 hour | 10% MRR |
| P3 Medium | Printer issue, slow PC | 8 hours | 4 hours | 10% MRR |
| P4 Low | Password reset | Next day | 8 hours | 5% MRR |
Max credit: 30% of monthly fee per month. Credits applied to next invoice.
Full Intune MDM — Included in Business Plan
TelNova is one of the few MSPs in the DMV offering native Microsoft Intune MDM integration. We sync your devices every hour, auto-fix compliance issues, and take remote action from one dashboard.
Remote Wipe
Erase lost or stolen device
Remote Lock
Lock screen instantly
Force Sync
Verify fix immediately
Auto-Heal
Around 40% of issues auto-fixed
Patch Scan
Every 6 hours
App Push
Deploy apps remotely
Ready to get started?
Free demo, no commitment, response within 2 business hours