Managed Support

Service Deliverables

v Constant 7x24 health checks on your IT infrastructure including network, servers, applications (e.g., event log monitoring).

o      NT, Novell & unix servers

o      Routers switches & hubs

o      WAN connections including frame relay

o      Windows and NT services and processes

o      Application availability & latency

v    Management of alert to resolution.  If event can be resolved remotely, it is included in the monthly contract fees.  Any onsite emergency response requiring a part is charged at hourly time and materials rates.

o      Fault isolation and determination

o      Remote diagnostics and call resolution

o      Written summary analysis of reports and call history

v    Quarterly Review meetings with experienced ESC consultants to discuss migrations, new application roll-outs and proactive ways to optimize performance.

o      Ability to plan for and justify additional capacity needs based on report analysis

o      Detailed performance and trend reports

o      Quarterly review and planning meetings

v    Detailed Security Monitoring (available starting with Plus and Extended options)

o      Intrusion monitoring, focused on segmenting and protecting host resources from unauthorized access

o      Vulnerability scanning on selected devices for more than 800 different types of vulnerabilities across your IT infrastructure.  

v    Software patch remediation (available with Extended option only)

o      Reduce costs of keeping current with Microsoft patches

v    Advanced application monitoring (Oracle, SQL, Exchange, Outlook) – available with Extended option only

o      Looks at critical performance metrics associated specifically with the efficient operation of the application rather than the infrastructure, including database, response time, memory, and even the specific code associated with that application.

 

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