Service Definitions
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ProAct - Managed Services
Our ProAct program provides 24/7 remote monitoring along with Routine Preventative
maintenance. This proactive approach is designed to monitor key network devices
such as servers, routers, switches, firewalls, printers, Voip devices, workstations
with the addition of a routine maintenance element. Maintenance includes data assessment,
antivirus updates, basic hardware service, patch management, and backup support.
There will also be a small amount of bundled service hours for immediate remediation.
Key Components of the Program
| Server
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We'll be monitoring for availability, performance
etc. Including monthly routine preventative maintenance. We'll test patches
before deployment to make sure everything works as advertised. This is a
great opportunity to stay in contact with customer's and to add additional
services, hardware, software and/or maintenance agreements.
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| Networking
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We'll monitor all of their critical networking hardware
such as routers, switches, external firewalls, internet availability as well
as provide reports for all devices.
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| Security
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We'll monitor external or internal based firewalls
and perform updates to O/S and firmware as needed. Monitoring and updates
of Antivirus on servers will be done manually after successful predeployment
testing. In addition, vulnerability scanning will be performed and reports
generated to identify any areas of needed attention.
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| Backup
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An initial design and implementation strategy for
a proactive approach to backup will take place at customer location. Details
of the meeting will cover UPS/Power Management, periodic test-restore of backup
hardware, disaster plan. All of these procedures will be documented into the
customer file and updated after each engagement.
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| Support 1
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We'll have an online trouble ticket generator for
each customer to submit on their own. The site will be ManagedITPros.com
All service customers will be directed to this site.
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| Workstation Monitoring
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This program will include basic workstation monitoring.
Availability to the network and internet, along with memory, and disk usage
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| Printer Monitoring
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Availability, page count, toner with either NOS or
Zoom providing the third party service.
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| Consulting
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Every month we'll meet with the customer to go over
the Health of their network. This will cover everything from servers to network
hardware, desktops, etc. Also, every quarter we'll meet to strategize and
plan upgrades, adds, moves, changes that are going to be happening. Making
sure we're a partner with each of our customers to help them get the most out
of their networks which will aid the growth and success in their company.
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Optional Components of the Program
| Workstation Maintenance
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Workstation maintenance will include O/S updates and
patching, availability monitoring and performance such as event log etc.
Along with antivirus updates and activity status and remote control.
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| Printer
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Monitoring will include availability, toner level,
and page count.
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| VoIP
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Our VoIP solution will have a standard config of (1)
router, (1) switch (1) UPS and Cisco IP Phones. The base router/switch/ups
will be billed as one set of tools and IP phones will be billed on a per device
basis. We'll have two or three sets of standards based on the number of users.
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| Support 2
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Hourly Billing of all Network, Workstation, or End-user
Support time (reduced T&M or Bundled)
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| License & Warranty monitoring
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Provide and upkeep/update compliance with licensing
and warranties
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| Inventory auditing and asset management
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Keep track of assets via asset tags, audits and inventory
assessments of hardware and software
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