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Managed
Maintenance is the mid-level support solution that
takes the monitoring services and support listed on the previous
page and adds scheduled monthly maintenance of the client's computing
environment. The added service consists of planned and scheduled
maintenance of critical patches, service packs, security and firmware
updates as supplemental support for our client's IT infrastructure. Managed Maintenance
is for companies that prefer a proactive incident-based outsourcing
arrangement.
Dependant upon the specific
parameters of the Customer's Agreement, if NetTeam detects a problem
or failure in the customer's monitored equipment, a NetTeam Systems
Analyst will:
- Immediately attempt to determine the source by securely
logging into your network to quickly assess the situation. If
the issue cannot be resolved remotely, we will escalate the situation
by contacting a vendor, service provider or internal IT contact,
or we can coordinate the dispatch of one of our Systems Engineers.
- Notify the client's IT manager or designated point-of-contact
to advise of the problem and, at their request, either stand by
and monitor the issue until resolution, or act as a point of escalation.
Services include:
- 7x24 Remote Network Monitoring and Notification
- Up to Thirty (30) Minutes of NetTeam Technical Support &
Troubleshooting on Critical Alerts Received
- Regular Updates of Critical Patches & Security Updates
on Desktops & Servers
- Regular Validation of Antivirus & Disk Defrag Services
- Maintenance of All Available Software & Device Firmware
Revisions
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