| |
You will receive the following:
1) a detailed system inventory of hardware, software and network configuration;
2) a written basic security review;
3) a scheduled maintenance plan which indicates how many hours are
scheduled for each service call, and the scheduled dates of service.
Unlimited Telephone Support
Help from a real person is always available when you call. If submitting a problem via any other means, you will receive
a return call within 1 hour in most cases and in fact normally you will be
assisted immediately.
Unlimited Remote Control Support
Remote control support revolutionizes the way we deliver technical help to
our customers. When you call in for assistance, we can take control of your
computer to provide you with fast, easy and secure support service.
Note: As with any remote service, security is a factor. All communications
between us and your network are authenticated and encrypted. This allows for
safe and effective monitoring to take place without any compromise in the
safety and security of your network.
Unlimited On-Site Support
We will come to your location in accordance with the urgency of the problem.
On-site support is provided after remote and telephone support services were
unsuccessful. If a problem cannot be resolved remotely, we will come to your
location. Do be aware that our response time for on-site support will be
conditioned by our commitments to our various clients. First come, first
serve, also depending on the nature and criticality of the need.
Emergency Support Options
Need emergency on-site support? What about a middle-of-the-night emergency?
We give you that choice. Unlike most telephone support services, on-site and
emergency services are available as necessary to resolve issues critical to
your operations. Again, do be aware that our response time for on-site
support will be conditioned by our commitments to our various clients. First
come, first serve, also depending on the nature and criticality of the
emergency.
Proactive Monthly Maintenance
On site monthly maintenance to ensure that the network is running correctly
and to fix any low level issues your network may be having.
Automatic Updates
We will deliver updates, patches, and targeted service messages to the
managed computers over the internet or in person. This also provides us with
real-time data about installed updates so that we can verify that your
desktop computers are up to date and protected.
Microsoft Security Patch Management
With the importance of computer security, nothing is more important than
maintaining up to date security patches from Microsoft for both the Windows
operating system and Microsoft office software. As part of the desktop
management plan, we will monitor and maintain the patches and provide you
with reporting as required to make sure you are up to date.
Diagnostics/Health Monitoring
Our computer diagnostic software diagnoses key points of your computer's
health and provides a detailed report of your computer to us. This report
includes information about the computer's hardware (processor, memory, hard
drives, CD/DVD drives, floppy drives, monitor, video card, network card,
modem, sound cards, keyboard, mouse, serial ports, USB, PCI, system board
devices) so that we can provide you with support tailored to your specific
computer.
Anti-Virus Monitoring, Management, & Update
We'll monitor and manage all aspects of the anti-virus software, which will
keep your computers protected from the latest Internet risks so that you can
feel assured about the safety and integrity of your information. Should a
virus be detected on one of your desktops, we will ensure that the issue is
eradicated.
Anti-Spyware Software
Our anti-virus monitoring, management, & update service includes
anti-spyware software that protects computers from spyware and other
potentially unwanted software. This helps reduce the negative effects caused
by spyware that include slow computer performance, annoying pop-up ads, and
unauthorized use of your private information.
Note: Some of the software we use is free to home and small business users.
Other software we recommend entails a nominal fee to the software company
providing the software. If you are presently paying for an anti-virus
package, we will review whether the package you are using is the best and
suggest alternatives if it is not. If you do not have sufficient protection
from the various malware threats, we will recommend alternative and/or
additional software that you should have to maximize your protection.
Adoption of this software is at your discretion and is not a condition of
using our flat-rate support program.
Backup Monitoring and Administration
Your knowledge and corporate history are one of your biggest assets. We will
assess your backup needs and make recommendations on how to best protect
your business. With a robust backup regimen in place we will monitor and
maintain your backup on a daily basis. We will ensure that daily jobs are
running and will monitor logs and investigate critical errors. In the event
of data loss, we will be there to restore your data and will ensure business
continuity.
User Account Administration
Adding or removing users from your network resources is a snap. Just call
us and we'll take care of it for you.
File Sharing Permission and Administration
We will work with you to determine the correct file structure for your
organization. This will include helping you develop a file storage system
and enabling end user access rights. We assist end users in administering
this system and ensuring critical corporate data is protected.
Security Administration
We will help you to ensure security best practices are in place and
followed.
Vendor Management
Problems with any of your technology providers? We'll fight the layers of customer
support bureaucracy on your behalf so you don't have to. We
have worked with most of the major vendors out there and know how to get results.
Web Host Support
We'll assist you with communications with your hosting provider to make sure
you get the services you need. We can also recommend software and utilities
to make your web site more effective, and can if desired perform a limited
degree of maintenance on your web site. However, actual web site maintenance
and development is NOT included in our flat rate support program as such
services are more along the lines of system development than support.
Virtual CIO
Periodically we meet with the business owner to understand the
functional requirements of the business and help develop tactical and
strategic technology plans to meet those requirements. We will help you stay current with the latest technology.
|
|
