The tables on this page provide an overview of Nerdio Manager for MSP's scope of support.
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Your Nerdio Manager subscription explicitly entitles you to support from our engineers to resolve issues related to any in-scope items.
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Out-of-scope items are not directly supported by Nerdio support personnel and we cannot guarantee that we will be able to help with issues you encounter related to these items. There may, however, be some issues on which we can provide best-efforts support or advice.
For any queries related to Nerdio Manager for MSP support, please contact our team at nmm.support@getnerdio.com.
Note
The Support Scope Guide is also available for you to print or download as a one-page infographic.
One-pager (click to expand)
Table 1. In-scope support
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AVD Resources
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Applications
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Identity
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Modern Work
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Operating System
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Infrastructure
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Hostpool creation and configuration
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Nerdio Auto-Scaling
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Desktop image creation
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FSLogix Installation and configuration
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Azure Local VM deployment
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AVD Insights Agent + Workspace setup
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Nerdio Advisor
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Azure Capacity Extender
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Scripted action execution
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FSLogix app masking/application rule sets
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Unified Application Management
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App Attach integration
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Entra ID user/group management
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M365 license assignment
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Entra ID group management
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Entra DS domain creation (account creation)
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AD user management
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Image deployment
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Image version management
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Nerdio Manager Portal
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Server creation & auto-scaling
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VNET, NSG & VPN setup
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NAT gateway
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Azure Files & Backup
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Vault/policy creation
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W365 Cloud PC provisioning
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REST API & Console Connect setup
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Table 2. Out of scope
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AVD Resources
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Applications
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Identity
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Modern Work
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Operating System
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Infrastructure
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Architectural guidance/best practices
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AVD performance troubleshooting
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AVD session host availability troubleshooting
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Azure-side errors
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VM sizing recommendations
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Remote Desktop Client support
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Physical endpoints and peripherals
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FSLogix profile mounting/access troubleshooting
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RDS licensing
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UAM/Winget application package capture
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Custom scripted action troubleshooting
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OS level application troubleshooting
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Group policy management/troubleshooting
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Directory sync service troubleshooting
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Authentication/MFA support
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Domain join troubleshooting
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Troubleshooting OS errors
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Troubleshooting performance
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Monitoring
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RMM and AV best practices
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Backup troubleshooting
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Sysprep error assessment/mitigation
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Azure Architecture guidance
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Azure Network/NSG troubleshooting
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VPN connection troubleshooting
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Azure backup/restore troubleshooting
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Azure Local cluster configuration/troubleshooting
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Custom REST API troubleshooting
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Console Connect OS installation and network troubleshooting
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Azure Policy
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Enhanced Out-of-Scope Support
The Nerdio Support team can escalate tickets to the Enhanced Support team to address and resolve issues considered out of scope. Each partner is entitled to one free escalation to this team.
Enhanced Support can be added to any existing Nerdio Manager for MSP installation for an extra fee. This plan includes unlimited ticket submissions, with a team of expert Microsoft engineers available to assist with IaaS or Modern Work-related inquiries.
For more details about this offering, please contact your sales representative. To learn more about Enhanced Support, see the following one-pager.
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