Complete Care Plans

Our Level III Plan Includes:

• Reduced Service Rates / Emergency Response Fee

• All phone calls under 5 minutes are free

• Priority Scheduling

• Guaranteed 2 Hour response to your critical, business down emergencies.
  If a technician does not get back to you within 2 hours of your call, then the emergency response fee will be waived.

• 24/7 Remote Monitoring Service:
  This 24-7 network monitoring service will allow us to watch every aspect of your network to detect and report problems before they escalate into downtime, data loss, or expensive repair issues. Some of the items we will monitor include:
  • Systems stability and performance
  • Notification of unusual events
  • Resource usage (memory, CPU, etc.)
  • Storage space and availability
  • Anti-virus scanning & definitions

• Systems Maintenance Management
  Many performance issues and problems can be solved simply by performing regular maintenance on your systems. Our routine systems maintenance is designed to keep your systems healthy and running smooth.
  • Disk Defragmentation
  • Temporary Files Cleanup
  • Check Hard Disks for errors
  • Unnecessary Program Removal
  • Scheduled Virus Scans
  • System Optimization

• Security Patch Management
  Nearly everyday, new system flaws are discovered that can make your system vulnerable to hackers, viruses, or other malicious activities. As Microsoft releases new patches, our security patch management services will automatically detect, download, and deploy all applicable updates to your systems. Our patch management system will download patches once through a single system, and then deploy them at paced intervals, substantially reducing your Internet bandwidth load, as well as the load on the overall network.

• Online Custom Client Portal
  Our online client portal will give you direct access to our service management system, allowing you to enter service requests directly (getting them to the technician faster), track the progress of your existing service requests, review your invoice history, and access to your own custom searchable knowledge base of resolutions to your past problems, allowing you to fix many issues that you may have had a problem with in the past without having to even call us.

• Monthly Management Report
  Every month, you will receive a detailed report on the state of your network infrastructure. You will know how your systems are being maintained, whether your backups are completing, if there are any problem systems that should be upgraded, etc.
  
• General Service, Phone, Remote Support Sessions
  For every system under contract, you will receive 15 minutes of general support per month, whether on-site (1 hour minimum), remote session, or phone support (15 minute minimum). These minutes are not tied down to any one computer, but rather can be combined any way you like. For example, if you have 10 systems under contract, you will have 2½ hours of support, for any type of issue or project you may have. After you have used those 2 ½ hours, any additional time spent will be billed at your special discounted rate. What’s even better, is that unlike most IT service contracts whose policy is “use ‘em or lose ‘em”, with us your hours can accrue for up to a quarter without losing any of them!

• Initial Site Survey (27-Point Network Audit)
  A senior engineer will come on site to create initial network documentation, as well as to audit your network for potential problems areas including.
  • Network security
  • Data back-ups
  • Virus & spyware protection
  • System performance and trends
  • Overall network design and layout

• Creation of AUP (acceptable use policy)
  In response to the growing use of the Internet in the office environment, many busineses have implemented Acceptable Use Policies (AUPs) to ensure that office computers are being used in a safe, relevant and appropriate manner. We will custom tailor an AUP for your business, to ensure system reliability, network security, and to protect you from potential lawsuits from allowing inappropriate content on your computers.

• Quarterly Review & Planning Consultation
  Once a quarter we will come on site to review with you your network’s trends, security, and performance, as well as your company’s goals and technology issues. This quarterly review will allow us to make specific recommendations for improving your network performance, improving office productivity, gaining a competitive advantage, and helping you to plan and budget for future IT needs.
  
• Guaranteed 2 Hour response to your critical, business down emergencies.
  If a technician does not get back to you within 2 hours of your call, then your monthly charge will be waived for that month.

• General Service, Phone, Remote Support Sessions
  For every system under contract, you will receive 20 minutes of general support per month, whether on-site (1 hour minimum), remote session, or phone support (15 minute minimum). These minutes are not tied down to any one computer, but rather can be combined any way you like. For example, if you have 10 systems under contract, you will have 3 hours and 20 minutes of support for any type of issue or project you may have. After you have used those 3 hours and 20 minutes, any additional time spent will be billed at your special discounted rate. What’s even better, is that unlike most IT service contracts whose policy is “use ‘em or lose ‘em”, with us your hours can accrue for up to a quarter without losing any of them!

• Monthly test restores of backups
  While verifying the backup logs is definitely a good start, you can never be 100% sure that those backups are good unless you test them by restoring a backup regularly. On a monthly basis, we will do random spot checks of your data, to verify that backups are actually being done, as well as cleaning the drive regularly. If you prefer the security of knowing that you can do a full system restore from your backups, please consider upgrading to the Level 4 plan, or as an alternative, you can purchase the Managed Backup Service as an add-on, and we’ll give you a 15% discount on that service.

• System Security Management
  • Commercial antivirus, antispyware, firewall software and installation included
  • Virus / Spyware Removal and Cleanup
  • Intrusion detection management
  • Program & Definition updates
  • Full Monitoring & Management
  • System recovery in case of security disaster
  With our managed security service, you will have the peace of mind knowing that your systems are as safe as they realistically can be. We will install our current recommended commercial security packages which will include antivirus, antispyware, and firewall software (all software included as part of the service). We will manage all definition updates and perform regular scanning and monitoring for any potential problems. If in the RARE event that a security related disaster occurs, we will do the full cleanup and system recovery at no additional charge.

• Client access to asset and event reports
  You will have the ability to log in directly to our asset management systems and run asset reports so that you know exactly what systems you have on your network, and event reports so you can see exactly what is going on in your network system wide, or on a given computer.

• Adding & Removing of UsersUnlimited adding and removing of user accounts and e-mails. Just call or e-mail us, and we’ll get it taken care of for you.

• Full System Documentation of your network
  Your entire network will be fully documented and a copy periodically given to you for safe keeping. This will include all of your network settings and configurations, administrative passwords, special notes on your Line of Business software, technical contacts, etc.