Managed Services Overview Servers, Exchange, Help Desk, and Citrix Infrastructures

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1 Overview Servers, Exchange, Help Desk, and Citrix Infrastructures Prepared By: Envision Information Technologies Last Modified: Thursday, August 28, 2014

2 Table of Contents Table of Contents... 2 EIT Contacts... 2 Monitored/Managed Servers... 3 Microsoft Server Monitoring... 3 Managed Server Services... 4 Microsoft Exchange Server Management... 5 Unitrends Backup Management... 5 Meraki Network Management... 5 Managed Help Desk Services... 6 Microsoft-based Workstation Monitoring... 6 Managed / Monitored Citrix Infrastructure Services... 8 Communication and Policies... 9 Hardware and Software Requirements... 9 Hardware and Software Warranty Policy... 9 Reporting and Documentation Assumptions Monthly Costs On-Boarding Termination of Agreement On-Boarding Contract Agreement EIT Contacts Nancy Pautsch, VP Business Development Direct: ITllc.com Bill Crahen CTO Direct: ITllc.com 2

3 Monitored/Managed Servers Monitoring and Managing of Servers is 7am-5pm CST Monday Friday excluding Envision IT company holidays. After hours service is available evenings, weekends, and during Envision IT holidays for an additional fee. Microsoft Server Monitoring Offline Servers Low Memory High CPU Utilization Critical Services and Roles o Database Server Role Monitors o DHCP Server Role Monitors o DNS Server Role Monitors o Domain Controller Role Monitors Backups o Job running > backup window o Failed to configure o Job Failed o Plugin Failed o Backup Exec check Security Monitoring o Expired Passwords o High access failure rate o Failed Logins o TCP Max Connections Reached Event Log Monitoring o Critical Blacklist Events o Disk Blacklist Events o Drive Errors and Raid Failures o Excessive Events o Exchange Server Blacklist Events o Failed Load User Profile o Folder Redirect Failed o Printer Driver(s) Missing Software o Application Crash o Application Blacklisted Install o Expired Product Keys o New Software Installations o Over License Count o Unclassified Apps o Uninstalled Software Hardware o Hardware changes Detected o Fan statistics o System Temperature o Chassis Intrusion o Disk Fragmentation 3

4 o o o Free Space remaining RAID Status Uptime 1 month without reboot to server Virtualization Platforms o ESX Hypervisor Performance o Host and VM CPU Usage o Host and VM Disk Resets o Host and VM Disk Usage o Host and VM Memory Usage Managed Server Services The following services are included for a fixed monthly fee. Managing and Installing o Microsoft Licenses o SSL Certificates o Approved Anti-virus Licenses Updating approved antivirus definitions and routine maintenance Patch Management o Operating System Patches o Exchange Server Patches Regular Server/Services Restarts o Servers o Exchange Server and Services o MS SQL Database Services Replacing and Upgrading Hardware to include the following o Hard Drives o Processors o Memory Backup Management and Verification (for server based backups) o Ensuring backups are running as scheduled. o This does not include verification of a DR plan.* o Restore individual files from backup as necessary o Disaster Recovery Restore server after failure Repair Server when a hardware failure occurs o Troubleshoot and repair cause of down server o Install any new necessary hardware o Hard Drives o Processors o Memory o Fans o Power Supplies Virus removal on server file system only 4

5 Microsoft Exchange Server Management Quarterly Reporting o License Usage o Performance Metrics o Mailbox Sizes o Send / Receive statistics Capacity Planning specific to Exchange Patch Management Mailbox provisioning Database Availability Group Replication monitoring On-Demand Reporting o Top Mailbox sizes o Top senders o System-wide searches Configure legal hold Configure Managed Folders Unitrends Backup Management Ensure scheduled backups are completing as expected Review of backup Window and tuning of schedules as required Monthly test of restore capability (restore of non-production impacting data) Monitoring of archiving operations (archive disks and/or cloud archive) Review and installation of Unitrends appliance and agent updates/patches Quarterly Reporting o Capacity Usage o Licensing (Usage and Expirations) o System Load (last 30 days) o Archive Usage Meraki Network Management Monitoring and review of security appliance status and operations Configuration updates as required for o System changes (IP Addresses, VLANs, SSIDs, VPN, WAN Optimizations) o Content Filtering changes/updates o Advanced Security changes/updates Review and installation of Meraki updates/patches Quarterly Reporting o Security Report (Advanced Security devices) o Licensing (Usage and Expiration) o Usage Top Clients Top Applications Capacity 5

6 Managed Help Desk Services Envision IT will provide level 1 and level 2 Help Desk support as defined below: Set up of replacement computers o Access management to shared resources o Installation of software applications o Installation and configuration VPN and remote desktop software if there is an existing VPN or remote desktop server. o Installation of any anti-virus software used by the Client Help Desk support functions o Resetting passwords o Virus diagnostics & best effort removal o General Windows performance troubleshooting o Restoring network drive mappings o Assisting users in taking the proper steps to connect to the Internet and the network via VPN Software support o All Microsoft Office products o Software pre-approved by EIT Hardware support o Support for company-issued hardware o Diagnostics o Requesting new computers upon failure o Requesting hard drives, keyboards, monitors, and mice o EnvisionIT will send any hardware acquisition requests to the appropriate person at your company Printer support includes o Connection to the network printer o Installation and modification of drivers Microsoft-based Workstation Monitoring Missing Service Packs and Windows Updates Windows Updates Failed Auto-start Services Stopped Antivirus Software o Disabled o Out of Date o Software Missing Events o Critical Blacklist Events o Drive Errors o Excessive Events o Failed Load User Profile o Failed Logins o Folder Redirect Failed o Printer Driver(s) Missing Hardware o Hardware changes Detected 6

7 o Fan statistics o System Temperature o Chassis Intrusion o Disk Fragmentation Free Space remaining Software o Application Crash o Expired Product Keys o New Software Installations o Over License Count o Uninstalled Software Uptime o 1 month without reboot to computer 7

8 Managed / Monitored Citrix Infrastructure Services This is a support service intended to optimally maintain clients Citrix infrastructures and maximize performance, uptime and end-user experience. Included for a monthly fee are the following: Access to Citrix engineer for remote support weekdays 7am-5pm CST. One hour of consulting during normal business hours for each Citrix server or Netscaler included in the contract for Citrix infrastructure issue management. A discounted hourly rate of $150 per hour for issue management in excess of hours included in contract. Assumes normal business hours. Monthly report on Citrix hot fixes, patches, etc. that will include Envision IT s recommendations specifically applicable to client s Citrix environment Quarterly Reporting to include (metrics reliant on customer owned editions and licensing): o Usage reporting Number of concurrent users Number of failed connections Application usage License usage Capacity Planning specific to the Citrix environment Basic network performance monitoring related to the Citrix environment (latency, total bandwidth usage, etc.) Alerting on critical health changes. Envision IT will engage Citrix support as necessary. Additional services for clients may include (specific services reliant on customer owned editions and licensing): Performance and Trending o Login performance o End-user Experience Monitoring o Real-time performance monitoring Per-user performance reports Network latency / Round Trip Times Server performance reports Citrix engineering time included in this contract is applicable for issue management. Additional consulting for issue management is provided on a T&M basis at a discounted rate of $150 / hour during normal business hours. Issue management can cover the following Citrix infrastructure components: XenDesktop XenApp VDI-in-a-Box XenMobile NetScaler Provisioning Services StoreFront Custom audits available per request Monitoring and Managing of Servers is 7am-5pm CST Monday Friday excluding Envision IT company holidays. After hours service is available evenings, weekends, and during Envision IT holidays for an additional fee. 8

9 Communication and Policies Users will be able to submit issues to or call our Help Desk at (608) All support will be provided remotely through Envision IT s monitoring software or other Envision IT provided solution unless it must be addressed onsite. In the event that onsite support is necessary, standard trip charge fees apply but all services will be covered as defined in this agreement. If the Client opts to ship any hardware to Envision IT for service rather than incurring a trip charge, the Client will be responsible for shipping charges. Envision IT Consultants are available at all times between 7am-5pm Monday-Friday, excluding Envision IT holidays. As part of the Agreement, if a call comes in during business hours for a business-critical function and the engineer cannot finish the project before 5pm, the engineer will continue working until the issue is resolved or until additional parts or information are needed. Issues will be addressed within 8 business hours for requests covered under this agreement. Any requests that come in after hours will be addressed the next business day. Envision IT offers after hours support for evenings, weekends and holidays for an additional charge. Emergency support is available upon request. Emergency requests will be subject to $300 for the first hour, and applicable off-hours rates thereafter. Hardware and Software Requirements Devices to-be-covered must be 5 years old or less from date of manufacture and in working order to be put under managed services. All workstations must have approved anti-virus software installed and enabled on them. The servers must be on a properly sized, working UPS. The UPS must power the server for at least 15 minutes. Hardware and Software Warranty Policy Any hardware/software products which are purchased by the Client will be charged separately from this contract. Envision IT is not responsible for any hardware failure. Any hardware warranties are between the Client and the Manufacturer. If the hardware is under warranty and fails, Envision IT will call the manufacturer to acquire the replacement part and provide the necessary service for replacement of part, as well as re-installation of operating system and software applications. Replacing hardware parts such as hard drives, power supplies and processors before they fail, results in less user down time, little or no loss of data and fewer service hours. If Envision IT s monitoring software detects that a piece of hardware is close to failure and not under warranty, the Client will be notified that a component or entire server needs to be replaced. The Client will have 7 days from the date of that notification to order the required hardware. If the Client does not place the order within 7 days and the hardware fails, the service time to replace the hardware, re-install the operating system and software applications will not be covered under the managed services agreement and will be billed at time and materials. 9

10 Reporting and Documentation All Help Desk calls will be processed through ConnectWise, ENVISION IT s ticket management software. This will enable Envision IT to manage and fulfill all requests. Envision IT will document requests and develop a guide of best practices to ensure that employees receive prompt, effective and consistent assistance. Upon request, Envision IT will produce the following reports o Full Health Check of managed devices o Detailed list of service requests (tickets) o Service Level Agreement Metrics o Network Inventory of Managed Devices Assumptions o o o o o All service time will be performed during Envision IT business hours or off-hour T&M charges will apply. We cannot guarantee the version of the file needed is available from backups. Envision IT is not responsible for lost data. Change management is client responsibility. If not renewed or terminated at the end of the contract term, this contract and its related services and invoicing will continue on a month-to-month basis at the current pricing. This is applicable to any accompanying schedules. Monthly Costs Physical + 1 Virtual Server Additional Servers Linux Servers (ex. NAS or Server for VDI) Exchange Servers Unitrends Management Meraki Network Management Help Desk Virtual Desktops with Thin Client Citrix Server or NetScaler $125 per server $125 per server $125 per server $175 per server $125 per appliance $75 per appliance $ 50 per client $ 25 per client $125 per appliance 10

11 On-Boarding A one-time on-boarding fee will be assessed on all managed devices for set up of monitoring software licensing and configuration and assessment of devices to be managed. The onboarding fee will be equal to one month s total recurring fees. Envision IT Responsibilities o Envision IT will install Monitoring Software on Servers and Workstations o Not all devices may show up with the initial deployment of Envision IT s monitoring software. Below are some of the reasons why the monitoring software would not initially detect devices: o Remote users (VPN) o Firewalls o Antivirus o UAC o Envision IT will meet with the Client to go over the results of Health Check and will discuss whether replacement any servers, workstations or other hardware / software which is at end of life or not supportable will be necessary before covering these devices under managed services. o Envision IT will then write an agreement for those devices to be managed. o Envision IT will install monitoring software on servers and workstations (if. o Envision IT will begin management of devices. Client Responsibilities o Client to sign the On-boarding Contract using an estimate of the number of devices to be covered under contract. o To ensure a smooth and complete on-boarding process, Envision IT will require the Client s assistance in the process of compiling the list of devices to be covered under managed services. o Determine the list of software applications to be supported under the managed services agreement. This list must be mutually agreed upon by Envision IT and the Client. o To ensure an optimal customer experience, Envision IT will also require written documentation from the Client to cover their policies, procedures, computer hardware and software setup, and network infrastructure. o The Client will sign the managed services agreement. 11

12 Termination of Agreement This Agreement shall remain in effect until the first of the following shall occur: 1.1 Any dispute, controversy or claim arising out of or relating to this Agreement, or the breach, termination or invalidity thereof, shall first be resolved through good faith direct negotiation by the Client and ENVISION IT for 30 days to find conciliatory resolution to the dispute, controversy or claim. 1.2 The insolvency, bankruptcy, or reorganization under bankruptcy laws or assignment for the benefit of creditors of the other party. 1.3 Either party shall not assign, sell, transfer, or in any way encumber its interest under this Agreement without first obtaining the written consent of the other party. Notwithstanding the foregoing, either party may assign this Agreement to an entity into which it merges or to which it transfers all or substantially all of its assets. 1.4 The termination or expiration of this Agreement shall not supersede the obligation of the parties with respect to the protection of proprietary information, as set forth herein. 1.5 In the event of early termination of this Agreement, adjusted payments shall be made within thirty (30) days of the effective date of termination. The balance of adjusted payments will be calculated within one week of the written notice of the termination of this Agreement. Agreement Start Date: Agreement Termination Date: 12

13 On-Boarding Contract Description Device Cost Each Qty Total Cost Managed Physical + Virtual $125 1 $125 Server Additional Virtual Server $125 0 Exchange Server (if $175 0 Unitrends Appliance (if $125 1 $125 Meraki Appliance (if $75 2 $150 Help Desk (if $50 8 Citrix Server or NetScaler (if $125 0 $400 Total Monthly Cost $800 Total On-Boarding Est. Cost $800 The on-boarding fee listed is based on the estimated number of devices to be placed under the managed services agreement. This figure is an estimate. Billing for the on-boarding fee will be determined by the actual number of devices that will be placed under contract. One-time On-boarding Fee.$800 CLIENT Name, Title Envision IT LLC Envision IT Representative Date Date Envision IT Contacts: Nancy Pautsch, VP of Business Development Direct: ITllc.com Bill Crahen, CTO Direct: ITllc.com 13

14 Agreement Description Device Cost Each Qty Total Cost Managed Physical + Virtual $125 1 $125 Server Additional Virtual Server $125 0 Exchange Server (if $175 0 Unitrends Appliance (if $125 1 $125 Meraki Appliance (if $75 2 $150 Help Desk (if $50 8 Citrix Server or NetScaler (if $125 0 $400 Total Monthly Cost $800 Total On-Boarding Est. Cost $800 This agreement is for the attached list of devices. If a device is added, deleted or changed, a signed change form will be required to adjust this agreement. Monthly Total.$800 Annual Total $9600 Contract Dates: \ \ to \ \ CLIENT Name, Title Envision IT LLC Envision IT Representative Date Date 14

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