Service Definitions

ProCentral - Entry Level Services

Our ProCentral program is our entry-level program, designed to monitor and report on the critical health status of our customer's key network devices and applications, such as email, an application or file server, or their Internet connection. There is no proactive element to this program. It instead focuses on expediting mean time to resolution and identifying support needs that would otherwise go unnoticed.

Key Components of ProCentral

Core Elements	Description
Server Availability & Performance monitoring	Monitoring the customer's servers for any issues that may arise. Immediate notification which will help us solve issues quicker than normal break/fix. After probe is installed, an asset discovery will happen and a baseline will be detemined. This will be how we can show customer the benefits of the ProCentral program.
Network Performance Monitoring	Monitoring the customer's routers and switches to ensure that network traffic is always moving. If there are any bottlenecks, this is where we can help provide upgraded gear at our discounted prices.
Workstations Monitoring	Monitoring Workstations for basic performance and availability (ie. disk space, CPU usage, availability)
Printers Monitoring	Monitoring to ensure toner never runs out, printer is available, and when maintenance kits are required
Security Monitoring	Monitoring your firewall to ensure it is functioning appropriately and making sure your virus definitions are always up to date.
Backup Monitoring and solutions	Monitoring the success of the customer's backup solution to ensure that their data is always protected. Along with consistant improvements and recommendations to meet needs.
IT consulting	Meeting with the customer monthly/bi-monthly to talk about their overall network health.
Procurement assistance	By monitoring all relevant devices, we can also provide necessary recommendations for future hardware purchases (ie. Routers, Switches, Firewalls, Phones, Servers etc.).

Optional Components of the Program

Optional Elements	Description
Backup Monitoring and solutions	Monitoring the success of the customer's backup solution to ensure that their data is always protected. Along with consistant improvements and recommendations to meet needs.
Security 2	Spam filitering, Antivirus, Malware, spyware, IDS
Procurement assistance	By monitoring all relevant devices, we can also provide necessary hardware (Routers, Switches, Firewalls, Phones, Servers etc.) memory upgrades, hardware failure prevention
Disaster Recovery/System Restoration	Providing additional layers of backup support for those customers that require a higher level of security for their data.
License & Warranty maintenance	To provide a current database of licesne and warranty expiration dates with renewals.
VoIP	Installation and monitoring.. We'll be using an Asterisk based system with Cisco 7940G's and 7960Gs as our standard VoIP offering. Either Softwall or a Pix will be used as the firewall and a Cisco 2600 series router will be used for access along with either a 3560 or 2900 series switch.
Inventory Maintenance	Asset auditing, Hardware & Software: The same method will be used as our current consignment program for auditing. Monthly reports will be provided and settlement reports will be produced when there's been a change in the network.
Workstations	Workstation maintenance (availability, disk, memory) along with event log, disk clean up and defrag etc.