IT
Support Packages
Ultimate Peace of
Mind” Managed Network Services Plans
Silver Plan
Basic Benefits:
- An initial network assessment
and inventory of systems, hardware, software and infrastructure
- 8 hour Priority response for telephone and email requests
- 8 hour Priority response for on-site service calls that
are billed at the hourly rate specified in Schedule A
- Priority response on critical issues*
- Four (4) 15-minute “Get out of Computer Trouble” Remote
Support Calls per Month
- On demand remote support reduced rate $/15 minutes
- 10% Reduction in our hourly rates specified in Schedule
A
- 1 hour onsite minimum versus 2 hour onsite visit minimum
charge
- Executive report and review
Comprehensive proactive
monitoring of your covered systems including but not
limited to:
- 24 Hour systems health and
status monitoring
- Server traffic and load
- Operating System software configuration issues
- Security software (if management console is available)
- Server Data Backup status & log
check
- Virus update activity
- Server Hard disk space use
- Server Performance issues
- Error log check
Scheduled monthly preventative maintenance checks of:
- Virus protection status
on covered server(s) and workstation(s)
- All Windows OS patches to covered systems
- Updates as required (does not include MS Service Packs)
- Test of UPS unit(s)
Gold Plan
Basic Benefits
- An initial network assessment
and inventory of systems, hardware, software and infrastructure
- 4 hour Priority response for telephone and email requests
- 4 hour Priority response for on-site service billed at
the rate specified in Schedule A
- Priority response on critical issues*
- Six (6) 15-minute “Get out of Computer Trouble” Remote
Support Calls per Month
- 15% Reduction in our hourly rates specified in Schedule
A
- 1 hour onsite minimum versus 2 hour onsite visit minimum
charge
- Quarterly technology review and consultation (1 hour)
- Free-1 hour/month onsite break
fix of hardware (does not rollover)
On Demand Remote Control
Support:
- Remote control sessions
to quickly resolve routine desktop issues
- Reduced charge $/15 min with no monthly minimum
- Quick response, Highly secure
A monthly email report of
vital status of covered server(s) and workstation(s)
including:
- Details of issues that have
occurred in the previous month
- Disk space summary and graph showing use during month
- Performance graphs showing server health during month
including uptime and other important readings
Comprehensive proactive
monitoring of your covered computers including, not limited
to
- 24 Hour systems health and
status monitoring
- Server traffic and load
- Operating System software configuration issues
- Security software (if management console is available)
- Server Data Backup status & log
check
- Virus update activity
- Server Hard disk space use
- Server Performance issues
- Server Error log check
Scheduled monthly preventative
maintenance checks of:
- Virus protection status
on covered server(s) and workstations
Updates as required
- All Windows OS patches to covered server(s) and workstations
- Updates as required (not including Service Packs)
- Patches and updates to Microsoft Office and other software
packages are specifically excluded from this package
- Test of UPS unit(s)
- Test of data backup and data restore files to verify
backup performance accuracy
- Review routers, firewalls and switches for proper performance
- Check firewall logs, ensure firewall is up to date (if
Customer has support package on firewall)
- Based upon such review, recommend any changes needed
to maintain firewall integrity
Platinum Plan
Basic Benefits:
- An initial
network assessment and inventory of systems, hardware,
software and infrastructure
- 2 hour Priority response for telephone and email requests
- 2 hour Priority response for service calls at the hourly
rate specified in Schedule A*
- Eight (8) 15-minute “Get out of Computer Trouble” Remote
Support Calls per Month
- 20% Reduction in our hourly rates specified in Schedule
A
- 1 hour onsite minimum versus 2 hour site visit minimum
charge
- Free-2 hours/month onsite break fix of hardware (does
not rollover)
- Quarterly technology review and consultation
On Demand Remote
Control Support:
- Remote control sessions
to quickly resolve routine desktop issues
- Reduced charge $/15 min with no monthly minimum
- Quick response
- Highly secure
A monthly report of vital
signs of covered server(s) and workstation(s) including:
- Details
of issues that have occurred in the previous month
- Disk space summary and graph showing use during month
- Performance graphs showing server health during month
including uptime and other important readings
Comprehensive proactive
monitoring of your covered computers & servers
including, not limited to:
- 24 Hour systems health and
status monitoring
- Server traffic and load
- Operating System software configuration issues
- Security software (if management console is available)
- Server Data Backup status & log
check
- Virus update activity
- Server Hard disk space use
- Server Performance issues
- Server Error log check
Scheduled monthly preventative
maintenance checks of:
- Virus protection status
on covered server(s) and workstations
- All Windows OS patches to covered server(s) and workstations
- Updates as required including Service Packs
- Maintenance, security and other patches to Microsoft
Office recommended by Microsoft to its licensees at no
charge
- Test of all UPS unit(s)
- Test of backup and restore of files to verify backup
performance and accuracy
- Add and remove users (not profiles)
- Review routers, firewall and switches for failure or
problems
- Check firewall logs, ensure firewall is up to date (if
Customer has firewall support package)
- Based upon such review, recommend any changes needed
to maintain firewall integrity
- Spyware detection run monthly
Ultimate Plan
Basic Benefits:
- An initial
network assessment and inventory of systems, hardware,
software and infrastructure
- 1 hour Priority response for telephone and email requests
- 1 hour Priority response for service calls at the hourly
rate specified in Schedule A
- 1-15 min. “Get out of Computer Trouble” Remote
Support Sessions per covered PC/Server/month
- Reduction in our hourly rates specified in Schedule A
- FREE onsite break fix labor of covered PCs and Servers
- Projects and consulting at reduced rate per hour
- Recovery of Server in case of hardware failure or malfunction
(labor only)
- Setup and installation of additional PCs and approved
baseline software (purchased through iSystems)*
- Vendor liaison and warranty verification
- Research hardware & software
for potential use
- Quarterly technology review and consultation (1 Hr)
On Demand Remote Control:
- Remote
control sessions to quickly resolve routine desktop
issues
- Reduced charge $/15 min.
- Quick response, Highly secure
A monthly report of vital
signs of covered server(s) and workstation(s) including:
- Details
of issues that have occurred in the previous month
- Disk space summary and graph showing use during month
- Performance graphs showing server health during month
including uptime and other important readings
Comprehensive proactive
monitoring of your covered computers & servers
including, not limited to:
- 24 Hour systems health and
status monitoring
- Server traffic and load
- Operating System software configuration issues
- Security software (if management console is available)
- Server Data Backup status & log
check
- Virus update activity
- Server Hard disk space use
- Server Performance issues
- Server Error log check
Scheduled monthly
audit, network tune up & maintenance
checks of:
- Virus protection status
on covered server(s) and workstations
- All Windows OS patches to covered server(s) and workstations
- Updates as required including Service Packs
- Maintenance& security patches
to Microsoft Office 2003 recommended by Microsoft
to its licensees at no charge
- Test of all UPS unit(s)
- Test of data backup and data restore files to verify
backup performance and accuracy
- Add / remove users-(user profiles & roaming
profiles at project rates above)
- Review routers, firewall and switches for proper settings
and operation
- Check firewall logs & update
(if Customer has firewall support package)
- Spyware detection run monthly**
Frequently Asked Questions
If I sign up for this program, what is my commitment?
We
request that clients sign up for a 12 month commitment
to allow us to allocate the appropriate resources to
your account; however, for first-time contracts, we
will allow an initial 6 month commitment to allow you
to “test
the waters” and see if this program works for you.
You may also cancel this agreement at any time, without
penalty, as long as you give us 30 days written notice.
Will
you guarantee that I won’t
have any technical problems or downtime?
No,
we cannot guarantee that you will never have any technical
problems or downtime – no
one can. However, we will guarantee you will see a
significant drop in the number of problems you experience
and a dramatic improvement in the speed, performance,
and reliability of your system. Plus, we will resolve
most computer network problems without billing you
additional fees.
Can you manage my home office computers as well?
Absolutely. Just tell us
and we will add your home computers to your support contract.
Can you host an Internet
domain name that I have already registered?
Absolutely. We will coordinate
transferring your domain to the iSystems servers easily.
Just
Look At What Our Customers Have To Say… |
