Complete Care Plans

Our Level IV Plan Includes:

• UNLIMITED Break-Fix Services
  In the RARE event that your network goes down, or if you experience any type of problem, our team of technicians will troubleshoot and resolve the issue at NO ADDITIONAL SERVICE FEE to you. You can consider this like a “network insurance plan”.

• UNLIMITED Hardware and software installs & upgrades
  That’s right, hardware and software installs & upgrades are included at no additional cost to you. Sorry, hardware and software not included. This includes operating system upgrades, and server upgrades as well. Our only stipulation is that it must be discussed and approved by us first. We will NOT install shoddy hardware, buggy software, or anything that might compromise the integrity of your network.

• Guaranteed 1 Hour response to your critical, business down emergencies.
  If a technician does not get back to you within 1 hour of your call, then your monthly charge will be waived for that month.

• Reduced Service Rates / NO Emergency Response Fee

• All phone calls under 5 minutes are free

• Priority Scheduling

• 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.

• 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.

• 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 Users
  Unlimited 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.

• Backup system management
  • Semi Annual Full System Restore
  • Monthly offsite tape rotation and secure storage (includes monthly media replacement)
  • Monthly Test Restores
  • Monthly Drive Cleaning
  • Daily Monitoring
  This is the ultimate in managed backup for small businesses. You can have the ultimate peace of mind that your data is safe and in the case of complete system failure, have a good idea of when you will be back up and running again. Your data backups will be monitored on a daily basis. If there are any problems with the backups, we will service the backups at no additional charge until the problems are resolved. 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. Two times a year we will do a full system restore from your tape backups, making sure that there will be no problems in the event of a real disaster. If all of this wasn’t enough, every month we will mail you a new tape (included as part of the service), along with postage paid return envelope for mailing your monthly backup to us. We will then lock it up in our secure, fireproof and waterproof safe in case a major disaster strikes. If, in the RARE event that your server does crash, requiring a full system restore, we will perform this at no additional charge. This, my friend, is Ultimate Peace of Mind.

• System recovery in case of complete disaster
  If your server or workstation blows up on you, no matter who or what to blame, we will work to get you back up and running at no additional charge. Sorry, this doesn’t include the purchase of a new computer, but we will help you to get one fast. We know how important it is to get you up and running as soon as possible, and we will.

• Loaner PC/Server
  If in the event where we foresee a critical workstation or server being down for more than a day, we can provide you with a “Loaner” system to get you working at least on a limited basis while we work to repair your system.

• Vendor Liaison
  At your request, we will act as a liaison between your company and other 3rd party vendors to manage projects or take care of problems. This includes hardware vendors, your ISP, your accounting software vendor, or other line of business applications.