FAQs

Frequently Asked Questions

Everything you need to know about PrimeOps, SuperOps, endpoint-based pricing, migration, security,
and how we compare to tools like Freshservice and ManageEngine.

What is PrimeOps?

PrimeOps is an implementation partner for SuperOps, helping companies in UAE, KSA, GCC, and India deploy ITSM, RMM, automation, and endpoint management with full onboarding, migration, and local support.

What is PrimeOps?

Is PrimeOps an ITSM tool?

No. PrimeOps configures, deploys, and supports the SuperOps platform. You get the SuperOps product combined with our implementation, workflows, and endpoint onboarding.

Is PrimeOps an ITSM tool?

No. PrimeOps configures, deploys, and supports the SuperOps platform. You get the SuperOps product combined with our implementation, workflows, and endpoint onboarding.

Is PrimeOps an ITSM tool?

No. PrimeOps configures, deploys, and supports the SuperOps platform. You get the SuperOps product combined with our implementation, workflows, and endpoint onboarding.

How does pricing work?

Pricing is based only on the number of managed endpoints. All plans include unlimited agents, unlimited internal users, unlimited unmanaged devices, and full ITSM + RMM features.

How does pricing work?

Pricing is based only on the number of managed endpoints. All plans include unlimited agents, unlimited internal users, unlimited unmanaged devices, and full ITSM + RMM features.

How does pricing work?

Pricing is based only on the number of managed endpoints. All plans include unlimited agents, unlimited internal users, unlimited unmanaged devices, and full ITSM + RMM features.

How do you compare to Freshservice or ManageEngine?

PrimeOps eliminates per-agent fees and per-module costs. You get a unified ITSM + RMM platform, faster onboarding, lower total cost, and GCC-local support compared to Freshservice or ManageEngine.

How do you compare to Freshservice or ManageEngine?

PrimeOps eliminates per-agent fees and per-module costs. You get a unified ITSM + RMM platform, faster onboarding, lower total cost, and GCC-local support compared to Freshservice or ManageEngine.

How do you compare to Freshservice or ManageEngine?

PrimeOps eliminates per-agent fees and per-module costs. You get a unified ITSM + RMM platform, faster onboarding, lower total cost, and GCC-local support compared to Freshservice or ManageEngine.

What is a managed endpoint?

A managed endpoint is any device where monitoring, patching, alerts, automations, or remote management is active. These devices count toward your plan limit.

What is a managed endpoint?

A managed endpoint is any device where monitoring, patching, alerts, automations, or remote management is active. These devices count toward your plan limit.

What is a managed endpoint?

A managed endpoint is any device where monitoring, patching, alerts, automations, or remote management is active. These devices count toward your plan limit.

What is an unmanaged endpoint?

Unmanaged endpoints are inventory-only devices like cameras, printers, POS, IoT, or spare laptops. These do not consume your licence and are unlimited in every plan.

What is an unmanaged endpoint?

Unmanaged endpoints are inventory-only devices like cameras, printers, POS, IoT, or spare laptops. These do not consume your licence and are unlimited in every plan.

What is an unmanaged endpoint?

Unmanaged endpoints are inventory-only devices like cameras, printers, POS, IoT, or spare laptops. These do not consume your licence and are unlimited in every plan.

Do all plans include full SuperOps features?

Yes. Every plan includes full ITSM, asset management, monitoring, patching, automation, alerts, scripting, and AI features. Only the number of managed endpoints changes.

Do all plans include full SuperOps features?

Yes. Every plan includes full ITSM, asset management, monitoring, patching, automation, alerts, scripting, and AI features. Only the number of managed endpoints changes.

Do all plans include full SuperOps features?

Yes. Every plan includes full ITSM, asset management, monitoring, patching, automation, alerts, scripting, and AI features. Only the number of managed endpoints changes.

Is MDM included?

MDM is available only in the Custom/Enterprise plan. It is not included in Starter or Pro.

Is MDM included?

MDM is available only in the Custom/Enterprise plan. It is not included in Starter or Pro.

Is MDM included?

MDM is available only in the Custom/Enterprise plan. It is not included in Starter or Pro.

Do you charge per technician?

No. All plans come with unlimited technicians and internal users. This significantly reduces costs compared to tools that charge per agent.

Do you charge per technician?

No. All plans come with unlimited technicians and internal users. This significantly reduces costs compared to tools that charge per agent.

Do you charge per technician?

No. All plans come with unlimited technicians and internal users. This significantly reduces costs compared to tools that charge per agent.

Can I upgrade later?

Yes. Upgrades to higher endpoint limits are instant and do not interrupt your operations or data.

Can I upgrade later?

Yes. Upgrades to higher endpoint limits are instant and do not interrupt your operations or data.

Can I upgrade later?

Yes. Upgrades to higher endpoint limits are instant and do not interrupt your operations or data.

Do you support UAE, Saudi Arabia, and GCC customers?

Yes. PrimeOps supports customers across UAE, Saudi Arabia, Qatar, Kuwait, Bahrain, Oman, and India, including Arabic assistance where required.

Do you support UAE, Saudi Arabia, and GCC customers?

Yes. PrimeOps supports customers across UAE, Saudi Arabia, Qatar, Kuwait, Bahrain, Oman, and India, including Arabic assistance where required.

Do you support UAE, Saudi Arabia, and GCC customers?

Yes. PrimeOps supports customers across UAE, Saudi Arabia, Qatar, Kuwait, Bahrain, Oman, and India, including Arabic assistance where required.

Can you migrate us from Freshservice or ManageEngine?

Yes. We migrate tickets, SLAs, workflows, assets, and departments with zero downtime. Migration is included as part of implementation.

Can you migrate us from Freshservice or ManageEngine?

Yes. We migrate tickets, SLAs, workflows, assets, and departments with zero downtime. Migration is included as part of implementation.

Can you migrate us from Freshservice or ManageEngine?

Yes. We migrate tickets, SLAs, workflows, assets, and departments with zero downtime. Migration is included as part of implementation.

How long does implementation take?

Starter typically takes 3–5 days, Pro takes 7–10 days, and Enterprise projects with custom workflows or MDM usually take 4–6 weeks.

How long does implementation take?

Starter typically takes 3–5 days, Pro takes 7–10 days, and Enterprise projects with custom workflows or MDM usually take 4–6 weeks.

How long does implementation take?

Starter typically takes 3–5 days, Pro takes 7–10 days, and Enterprise projects with custom workflows or MDM usually take 4–6 weeks.

Do you configure automations and workflows?

Yes. PrimeOps sets up SLAs, ticket rules, automations, patch policies, alert thresholds, and approval flows as part of onboarding.

Do you configure automations and workflows?

Yes. PrimeOps sets up SLAs, ticket rules, automations, patch policies, alert thresholds, and approval flows as part of onboarding.

Do you configure automations and workflows?

Yes. PrimeOps sets up SLAs, ticket rules, automations, patch policies, alert thresholds, and approval flows as part of onboarding.

What security standards does the platform follow?

The platform is encrypted in transit and at rest, supports role-based access, offers audit logs, and includes SSO for Enterprise. Bitdefender and Acronis integrations are optional for enhanced endpoint security.

What security standards does the platform follow?

What support do you offer?

Starter includes email support, Pro includes priority support, and Enterprise includes a dedicated account manager with 24×7 assistance.

What support do you offer?

Starter includes email support, Pro includes priority support, and Enterprise includes a dedicated account manager with 24×7 assistance.

What support do you offer?

Starter includes email support, Pro includes priority support, and Enterprise includes a dedicated account manager with 24×7 assistance.

Do you offer monthly billing?

Yearly billing is standard, but monthly or quarterly billing is available under the Custom plan.

Do you offer monthly billing?

Yearly billing is standard, but monthly or quarterly billing is available under the Custom plan.

Do you offer monthly billing?

Yearly billing is standard, but monthly or quarterly billing is available under the Custom plan.

Do you support multiple branches or remote teams?

Yes. The platform supports multi-location SLAs, distributed monitoring, and remote device management across branches and teams.

Do you support multiple branches or remote teams?

Yes. The platform supports multi-location SLAs, distributed monitoring, and remote device management across branches and teams.

Do you support multiple branches or remote teams?

Yes. The platform supports multi-location SLAs, distributed monitoring, and remote device management across branches and teams.

Do you supply Bitdefender or Acronis licences?

Yes. PrimeOps offers both solutions and handles deployment, policy setup, and integration. Licenses are billed separately.

Do you supply Bitdefender or Acronis licences?

Yes. PrimeOps offers both solutions and handles deployment, policy setup, and integration. Licenses are billed separately.

Do you supply Bitdefender or Acronis licences?

Yes. PrimeOps offers both solutions and handles deployment, policy setup, and integration. Licenses are billed separately.

Does PrimeOps help teams moving away from Freshservice agent-based pricing?

Yes. Many companies switch because they are paying high per-agent fees in Freshservice. With PrimeOps and SuperOps, your IT team gets unlimited agents with predictable pricing based on endpoints only.

Does PrimeOps help teams moving away from Freshservice agent-based pricing?

Can PrimeOps replace multiple ManageEngine modules?

Yes. SuperOps combines ITSM, asset management, patching, monitoring and automation into a single platform, removing the need for separate tools like ServiceDesk Plus, AssetExplorer, OpManager and Endpoint Central.

Can PrimeOps replace multiple ManageEngine modules?

Do you support hybrid environments with on-prem and cloud devices?

Yes. SuperOps manages cloud, on-prem and remote devices without additional modules or licences. Hybrid setups are fully supported.

Do you support hybrid environments with on-prem and cloud devices?

Yes. SuperOps manages cloud, on-prem and remote devices without additional modules or licences. Hybrid setups are fully supported.

Do you support hybrid environments with on-prem and cloud devices?

Yes. SuperOps manages cloud, on-prem and remote devices without additional modules or licences. Hybrid setups are fully supported.

Is remote access included or sold separately?

Remote access is included through SuperOps’ supported integrations like Splashtop and ISL Online. No separate remote support tool is required for managed endpoints.

Is remote access included or sold separately?

Remote access is included through SuperOps’ supported integrations like Splashtop and ISL Online. No separate remote support tool is required for managed endpoints.

Is remote access included or sold separately?

Remote access is included through SuperOps’ supported integrations like Splashtop and ISL Online. No separate remote support tool is required for managed endpoints.

Does PrimeOps help with centralized asset tracking across branches?

Yes. You can track devices across multiple branches, warehouses, offices and remote teams in one view, with consolidated reporting.

Does PrimeOps help with centralized asset tracking across branches?

Yes. You can track devices across multiple branches, warehouses, offices and remote teams in one view, with consolidated reporting.

Does PrimeOps help with centralized asset tracking across branches?

Yes. You can track devices across multiple branches, warehouses, offices and remote teams in one view, with consolidated reporting.

Is there downtime during migration from Freshservice or ManageEngine?

No. Migrations are handled in parallel so your team continues working. Cutover happens only after data validation.

Is there downtime during migration from Freshservice or ManageEngine?

No. Migrations are handled in parallel so your team continues working. Cutover happens only after data validation.

Is there downtime during migration from Freshservice or ManageEngine?

No. Migrations are handled in parallel so your team continues working. Cutover happens only after data validation.

Is onboarding included in the price?

No. Plans doesn't include onboarding, configuration and endpoint setup.

Is onboarding included in the price?

No. Plans doesn't include onboarding, configuration and endpoint setup.

Is onboarding included in the price?

No. Plans doesn't include onboarding, configuration and endpoint setup.

What if we don’t know how many endpoints we have?

PrimeOps helps you discover devices during onboarding, so you can select the correct plan based on actual numbers rather than estimates.

What if we don’t know how many endpoints we have?

PrimeOps helps you discover devices during onboarding, so you can select the correct plan based on actual numbers rather than estimates.

What if we don’t know how many endpoints we have?

PrimeOps helps you discover devices during onboarding, so you can select the correct plan based on actual numbers rather than estimates.

Can PrimeOps help reduce IT tool sprawl?

Yes. Most companies replace 3–6 tools—ticketing, monitoring, patching, asset management, remote support—with one unified SuperOps platform implemented by PrimeOps.

Can PrimeOps help reduce IT tool sprawl?

Yes. Most companies replace 3–6 tools—ticketing, monitoring, patching, asset management, remote support—with one unified SuperOps platform implemented by PrimeOps.

Can PrimeOps help reduce IT tool sprawl?

Yes. Most companies replace 3–6 tools—ticketing, monitoring, patching, asset management, remote support—with one unified SuperOps platform implemented by PrimeOps.

Does the platform support custom approval workflows?

Yes. You can build multi-step approval flows for tickets, purchases, hardware requests and internal processes.

Does the platform support custom approval workflows?

Yes. You can build multi-step approval flows for tickets, purchases, hardware requests and internal processes.

Does the platform support custom approval workflows?

Yes. You can build multi-step approval flows for tickets, purchases, hardware requests and internal processes.

Do you support ITIL frameworks?

No, Change, Problem and Release management are not separate. There are workarounds to acheive easily

Do you support ITIL frameworks?

No, Change, Problem and Release management are not separate. There are workarounds to acheive easily

Do you support ITIL frameworks?

No, Change, Problem and Release management are not separate. There are workarounds to acheive easily

Can I assign different SLAs to different sites or departments?

Yes. You can configure unique SLAs based on region, department, business unit or severity.

Can I assign different SLAs to different sites or departments?

Yes. You can configure unique SLAs based on region, department, business unit or severity.

Can I assign different SLAs to different sites or departments?

Yes. You can configure unique SLAs based on region, department, business unit or severity.

Does PrimeOps help with IT cost reduction?

Yes. Most clients reduce software spend by 20–40% when transitioning from per-agent tools like Freshservice or module-based tools like ManageEngine.

Does PrimeOps help with IT cost reduction?

Yes. Most clients reduce software spend by 20–40% when transitioning from per-agent tools like Freshservice or module-based tools like ManageEngine.

Does PrimeOps help with IT cost reduction?

Yes. Most clients reduce software spend by 20–40% when transitioning from per-agent tools like Freshservice or module-based tools like ManageEngine.

Are there limits on automations or workflows?

No. All automation features—ticket rules, scripts, schedules, alerts, policies—are available in every plan without limits.

Are there limits on automations or workflows?

No. All automation features—ticket rules, scripts, schedules, alerts, policies—are available in every plan without limits.

Are there limits on automations or workflows?

No. All automation features—ticket rules, scripts, schedules, alerts, policies—are available in every plan without limits.

How does SuperOps handle patch management?

SuperOps automatically discovers patch availability, applies policies, schedules deployment and reports compliance, without needing a separate tool.

How does SuperOps handle patch management?

SuperOps automatically discovers patch availability, applies policies, schedules deployment and reports compliance, without needing a separate tool.

How does SuperOps handle patch management?

SuperOps automatically discovers patch availability, applies policies, schedules deployment and reports compliance, without needing a separate tool.

Can we monitor servers and network devices?

Yes. SuperOps supports monitoring of endpoints, servers and network devices with customizable alerts and thresholds.

Can we monitor servers and network devices?

Yes. SuperOps supports monitoring of endpoints, servers and network devices with customizable alerts and thresholds.

Can we monitor servers and network devices?

Yes. SuperOps supports monitoring of endpoints, servers and network devices with customizable alerts and thresholds.

Is there an audit log for all technician actions?

Yes. All actions, device changes, tickets, automations and admin activities are logged for visibility and compliance.

Is there an audit log for all technician actions?

Yes. All actions, device changes, tickets, automations and admin activities are logged for visibility and compliance.

Is there an audit log for all technician actions?

Yes. All actions, device changes, tickets, automations and admin activities are logged for visibility and compliance.

Can PrimeOps help configure Bitdefender or Acronis policies?

Yes. We help set up deployment, scanning, backup policies, automation rules and reporting for Bitdefender and Acronis installations.

Can PrimeOps help configure Bitdefender or Acronis policies?

Yes. We help set up deployment, scanning, backup policies, automation rules and reporting for Bitdefender and Acronis installations.

Can PrimeOps help configure Bitdefender or Acronis policies?

Yes. We help set up deployment, scanning, backup policies, automation rules and reporting for Bitdefender and Acronis installations.

What if our requirement is not listed in your plans?

We can create custom pricing, endpoint packs, add-ons or integrations under the Enterprise plan, depending on your exact IT environment.

What if our requirement is not listed in your plans?

We can create custom pricing, endpoint packs, add-ons or integrations under the Enterprise plan, depending on your exact IT environment.

What if our requirement is not listed in your plans?

We can create custom pricing, endpoint packs, add-ons or integrations under the Enterprise plan, depending on your exact IT environment.

After reading this section, if you still has questions, feel free to contact us however you want.