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1 MANAGED SERVICES Remote Monitoring A N D Ma n a g e m e n t D O C U MENTATION AND Services Gu i d e Contact US: millenniuminc.com

2 ABOUT RMM SERVICES Millennium s RMM provides a suite of remote infrastructure management services to our clients. Remote management services include the monitoring and management of servers, networks, virtualization, storage, private & public clouds, applications, VOIP, and a wide array of other devices and technologies. RMM services are delivered 24/7 by experienced, certified technicians from our NOC (network operations center) that uses enterpriseclass technologies and follows proven ITIL processes to deliver continuous uptime to our client environments. Remote monitoring & management Network Infrastructure Network devices such as routers, switches, firewalls, VPN appliances, Wireless Controllers, Fabric switches etc., from vendors such as Cisco, Juniper, Brocade, HP, Sonicwall, Bluecoat, Netscreen, Barracuda etc. Virtualized Infrastructure VMWare, Citrix, Xen and Microsoft virtualization platforms including desktop and application virtualization Storage Infrastructure SAN, NAS and unified storage devices from vendors such as EMC, DELL Equallogic, HP and NetApp. Converged Infrastructure & Private Clouds NetApp Flexpod, VCE Vblock, and EMC VSPEX Public Cloud & Hybrid Infrastructure Amazon Web Services, Rackspace, and IBM SmartCloud Unified Communication Cisco Unified Communications hardware voice gateways, IP phones and switches, software such as UCM, Contact Center, Cisco Unity. Microsoft Lync all server roles such as Edge, Front end, Mediation and Backend servers, and ShoreTel unified communications platform hardware which includes ShoreTel s Voice switches. Database Management Comprehensive support for MySQL, MSSQL, Oracle, PostgreSQL and Mongo databases. CONTACT US: millenniuminc.com Application Management applications such as Microsoft Exchange, Microsoft Active Directory and Blackberry. Web servers such as IIS, Apache, and Tomcat. Application servers such JBos, Oracle Weblogic. BDR applications such a Symantec Backup Exec, Axcient, VaultLogix, Datto etc. and other applications such as Microsoft SharePoint. Server Management Supports a wide range of servers including Microsoft Windows Servers, Linux based servers, IBM AIX and Power servers, Dell PowerEdge servers, Solaris and HP Compaq Servers.

3 SCOPe of services ITOP Platform (Monitoring, Management, Tickets, Session Recordings, Remote Console, Reports, etc.,) Executive Dashboard (Web Portal) On-Demand Weekly and Monthly Reports 24 X 7 Monitoring, Alert filtering, & Alert Priority from ISO27001 Certified NOC Alert Validations using Runbook Automations (RBA) Alert & Incident Prioritization With Multi-level Escalations Bundled Antivirus: VIPRE Business Premium Edition Patch Rating Service, Patch Failure Alerts Patch Installations & Antivirus Definition Updates For Supported Antivirus Products Standard Operating Procedures (SOPs) Based Initial Remediation Configuration Backup Of Network Devices As Applicable ISP Vendor Escalations & Follow-up Firmware Upgrades As Required or On Request Basis Troubleshooting And Full Remediation 3rd Party Vendor Escalations for Further Troubleshooting And Full Resolution Of Configuration Issues Root Cause Analysis Of Critical Issues Move, Add, And Changes (MACs)

4 SeRviCe LeveL AgReementS Priority Response Time Priority Definitions P0: Critical 15 Minutes This is an emergency condition that signifi cantly restricts the use of an application, system, network or device to perform any critical business function. This could mean that several departments of the client are impacted. P1: High 2 Hours The reported issue may severely restrict use of an application, system, or device in the network. This could mean that a single department is impacted but the overall network and servers and functioning. P2: Medium 4 Hours The reported issue may restrict the use of one or more features of the application, system, network or device, but the business or fi nancial impact is not severe. P3: Low 12 Hours The reported anomaly in the system does not substantially restrict the use of one or more features of the application, system, network or device to perform necessary business functions Resolution SLAs are void for those cases that are escalated to vendor tech support / hardware vendor / ISP / third party vendors Resolution SLA is calculated from the time ticket is assigned to the troubleshooting team (L2 / L3 / CoE) Resolution SLA timer is paused during the following ticket statuses: (a) On-Hold (b) Under Observation (c) Resolved

5 USeR moves, ADDS, AnD CHAngeS (macs) Service Level Operating System: Windows Server 2003, Windows Server 2008, CentOS, Debain, Redhat, Ubuntu, SuSE, AIX, Solaris P1: High Active Directory Server Windows Server 2003, Windows Server 2008 Microsoft Exchange Services Microsoft Exchange Server 2003/ 2007 / 2010 Blackberry Server Services BlackBerry Enterprise Server / Express Terminal Server/ Remote Desktop Services Windows Server 2003, Windows Server 2008 Virtualization Services : Hypervisors VMware ESXi and ESX Hypervisor, vsphere, Citrix XenServer, Hyper V Virtualization Services : Virtual App/Dekstop VMware View, Citrix XenDesktop/ XenApp, Microsoft VDI/Virtual APP Database Services : SQL Microsoft SQL Server 2005, 2008 MySQL Database 3.x, 4.x and 5.x Standard, Enterprise Database Services : Oracle Database Oracle 8i, Oracle 9i, Oracle 10g, Oracle 11g Real Application Clusters(RAC), Dataguard, Grid control and Automatic Storage Management (ASM) Network Infrastructure Services Switching, Routers, Wireless Access Points, Firewall/ Security, Wireless Unified Communications Cisco, Microsoft Lync, ShoreTel Data Center Practice- Cisco UCS Unifi ed Computing System (UCS) MAC Workgroup Environments User creation/edit/delete, password reset User IDs: Create/delete/edit and password reset Lock/Unlock user accounts, GPO changes to the users Adding/removing the users to the different DLs Network share permissions User mailbox creation/deletion and password resets Creating / deleting DLs/Groups Adding/removing the users to the different DLs Mailbox quota: Add/modify mailbox quota Create/delete BlackBerry user account Erase a Blackberry device Move users to different BlackBerry Server in same BB Domain Adding / Removing Users in local groups on Terminal server User Management Move, Add and changes User Management confi guring AD authentication, removing user access, providing Role Based Access Control etc Working with XenDesktop Policies - Includes creating policies, confi guring settings, applying XenDesktop policies and applying policies to connections User creation, Edits and Password reset User Creation, Edits Password Change VPN user MAC requests Existing VPN Tunnel parameter tuning SSID changes on WAP device Create user accounts and assign roles CTI route point Delete, Move, Add & Changes (DMAC) DMAC of DNs Call Group DMACs (IVRS Management (system level)) Confi gurations for Administrative Access, Call Home, AAA, TACACS, LDAP Service Profi le Management: Create / Modify / Delete/ assignment) Move, Add and Changes(MAC) for VLAN, VSAN Management, Authentication confi gurations, User and DNS Management Storage Services EMC, NetApp, DELL, HP Create / modify / delete users, groups and user permissions

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