Information Technology Solutions. Managed IT Services

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1 Managed IT Services System downtime, viruses, spyware, lost productivity; if these problems are impacting your business, it is time to make technology work for you. At ITS, we understand the importance of reliable technology. We also know that organizations are constantly challenged by the demand for productivity, services, and income-generation while coping with technology constraints. Our focus is to keep your IT systems operational, available and secure so that you can focus on the expansion of your business, cost management, and revenue growth. We want to help you realize the productivity gains and Return-On-Investment that you expect from your computer systems. Managed Information Technology (MIT) from ITS consists of various service level offerings that provide affordable proactive IT management and support. Utilizing our unique IT management framework, ITS provides a range of proactive services designed to optimize your technology investment and maximize the productivity of your people and business. It's not just about monitoring to let you know when something is wrong; and it s not just about remote access to your systems to troubleshoot issues. It's about a proactive approach to IT systems management. This is achieved through the use of a set of "Best Practices" that we have engineered over decades of collective experience. Here are just a few examples: Spyware Detection and Removal Virus Protection Disk Drive Analysis Security and Software Patch Management Application Usage Hardware Usage System Auditing Disaster Preparedness and Recovery End-user Policy Enforcement Our unique methods of automation give you an instant response time, reporting capabilities, upgrade plans and trend projections. Managed IT gives you the competitive edge.

2 By maximizing the benefits of technology, periodic IT functions can be automated and scheduled to ensure that all tasks are completed and reported consistently, without fail. As the tasks run, valuable data is gathered to spot trends and patterns which can be used to plan system changes or enhancements. This reduces or eliminates any impact on the business. Consistency fosters reliability, resulting in predictable costs. Managed IT Features Site Assessment and Inventory Proactive Service Management and Status Reporting Best Practices Automation and Reliability We keep you informed by providing regular communication and executive reports covering the overall health of your computer network and the results of our services. All communication and issues associated with your users and systems is tracked, reported and retained for analytical, historical and audit purposes. All information is secured using industry-standard encryption. Managed IT Benefits Reliability Security Consistency Productivity Gains Cost Management and Control Performance Managed Expansion and Growth Our goal is to serve as your technology partner with a focus on providing solutions. By evaluating your business and technology needs, we can propose the best solutions for your current and future requirements. ITS provides offers a unified foundation of professional knowledge and the resources needed to streamline system management and support at an affordable price. Advanced processes, tools and methodologies combine to deliver superior services that match your needs. Choose the full-service plan or enhanced augmentation of your in-house IT staff. Select Managed IT from Information Technology Solutions -- the pinnacle of service.

3 On-site and Telephone Support Virtual Helpdesk MANAGED IT SERVICES (Local, Cloud, or Hybrid) Secure Remote Support - 8-5, M-F, 24x7x365 (Emergencies) Automated Alerts 24/7/365 Response Time Third Party Hardware and Software Support Scheduled Reviews Monthly Status and Usage Reports ITS MIT 2-20 Hours/Month Two Hours Two Per Year Discount on Rates for Work not Covered by Service Plan 33% Microsoft Patch Management Third Party Software Update Management Web Portal for Mobile User Remote Access Event Log Investigation and Remediation Windows OS Performance Logging and Optimization Two Users Included Internet Connectivity Consulting * Environmental Monitoring and Problem Notification Power Management for Energy Savings Microsoft Exchange Administration Software Licensing Compliance Assistance * Software Deployment Multi-Office VPN and Mobile User Administration Web Filtering Configuration and Reporting Hardware Lifecycle Policy Planning Firmware Upgrades for Supported Devices Anti-virus Software Management Disaster Recovery Planning * Network and Server Backup Management Industry Regulation Compliance Consulting * User Account and Password Administration *May be separately billable

4 MIT GLOSSARY Anti-virus Software Management: For corporate-level anti-virus software (Avast, Kaspersky, Symantec or equivalent), ITS will ensure that the software and definitions are up-to-date (provided a valid support agreement exists with the software manufacturer), helping to keep your network safe. Automated Alerts 24/7/365: Supported network components and servers will be monitored continuously to detect problem areas and potential risks. Critical event alerts will be generated automatically. For example, an alert signal that a server is offline will prompt an investigation and remedial action. These alerts augment the proactive management that is integral to managed services. Disaster Recovery Planning: This service involves the development of a technology disaster recovery plan and periodic testing of your data backup system to verify the ability to recover critical data. Selected backup systems are supported. Discounts: Depending upon the Service Plan selected, you may be eligible for a discounted hourly rate for additional services performed, such as new implementations and network upgrades. Environmental Monitoring and Problem Notification: Using specialized components and SNMP (Simple Network Management Protocol) enabled devices, ITS will monitor for proper temperature and humidity levels as well as electrical power availability. This service provides another layer of protection against damage and unexpected outages. Event Log Investigation and Remediation: The Windows Operating System and other software from selected vendors will be monitored to detect problem areas and potential risks. Critical event alerts will be generated automatically so that remedial action can be taken. Firmware Upgrades for Supported Devices: If your organization utilizes selected hardware brands and maintains the required vendor support agreements, ITS will install recommended firmware updates to help ensure continued operation and support. Hardware Life Cycle Policy Planning: We will assist you in developing a hardware life cycle policy/schedule by evaluating your system and identifying failing and unreliable hardware. Industry Regulation Compliance Consulting: ITS may provide consultation to assist you in becoming technologically compliant with industry regulations such as PCI (Payment Card Industry), HIPAA (Health Insurance Portability and Accountability Act), and SOX (Sarbanes-Oxley). Internet Connectivity Consulting: In coordination with your Internet Service Provider (ISP), ITS will analyze your Internet connection for performance and reliability and make appropriate recommendations. We can also monitor for the availability of your website and other external services. Microsoft Exchange Administration: This service helps to ensure the successful operation of On Premise (local) Exchange Servers and Selected Cloud Service Providers. Microsoft Patch Management: Patches are updates to existing software to resolve known problems or improve security. We centralize the management of this function and provide customized, environment-specific updates on a tailored schedule. Monthly Status and Usage Reports: A report of service events is provided at the end of each month. Additional detailed reports are available upon request.

5 MIT GLOSSARY Multi-Office VPN and Mobile User Administration: ITS can implement secure remote access for branch offices and remote users, provide assistance with connectivity issues, and modify user access as requirements change. Network and Server Backup Management: If your organization uses a corporate-level data backup system (Acronis backup & Recovery, Symantec BackupExec, or equivalent), we will monitor the backups for successful completion and maintain the software updates required to keep the system running smoothly. On-Site and Telephone Support: Assistance may be requested by calling our support telephone number or sending an . When a problem cannot be resolved remotely, a service representative will be dispatched according to the urgency of the problem. On-site support may be provided only after remote services have been unsuccessful in addressing the issue. Power Management for Energy Savings: Utilizing Intel vpro technology, ITS can schedule your PCs and turn on for patching and software updates, then shut down after hours, thereby reducing your electrical cost and increasing hardware life. Implementation of Windows power policies is also possible. Response Time: This is the amount of time between our receipt of a request for assistance (by ticketing system, , or telephone) and our first response (by telephone, , or remote access). The first response typically involves the initiation of a service order, a request for additional information, some problem diagnosis, and possibly a resolution to the problem; follow-up support may be required to resolve the problem and close the case. Scheduled Reviews: We will meet with you and selected staff members to discuss your business objectives, review your technology status, and offer appropriate recommendations. Secure Remote Support: A service representative may utilize a secure remote connection to your network to diagnose and resolve a problem, make requested modifications, or perform routine maintenance. All representatives adhere to our confidentiality policy and all information is properly encrypted while in transit. Software Deployment: Installing and updating software throughout a network can be timeconsuming and error-prone. When applicable, we can work with your software vendor to implement an automated process that installs or updates the software with minimal human intervention. Software Licensing Compliance Assistance: We install and support only properly-licensed software. After obtaining accurate information about your installed software, we can provide recommendations to ensure that your software is licensed in accordance with the manufacturer s policies. We can supply periodic software inventory reports to help you maintain compliance with major providers (Adobe, Intuit, Microsoft, etc.) Third Party Hardware and Software Support: We will work with hardware and software manufacturers for service, support, and upgrades as long as the client has an acceptable support agreement in place with the manufacturer or vendor. Third Party Software Update Management: We install updates and patches to commonly used third party software (Adobe Reader & Flash Player, Java, etc.) through centralized management. User Account and Password Administration: ITS service technicians will add, modify, and delete network user accounts and reset lost or compromised passwords.

6 MIT GLOSSARY Virtual Help Desk: Requests for assistance may be initiated using our ticketing system in which pertinent information is entered by computer and forwarded to our Help Desk. Assistance also may be obtained through or by telephone. Web Filtering Configuration and Reporting: If your network employs web filtering technology, we can ensure proper operation of the software and provide periodic activity reports on supported devices. Additional fees may apply for modifying specific settings (e.g., maintaining black lists or white lists ). Web Portal for Mobile User Remote Access: With our Secure Token Authentication system, users can access network-based resources from remote locations. Access requires Two-Factor Authentication, which relies upon a randomly-generated token plus a user ID and password. Windows OS Performance Logging and Optimization: ITS can monitor the usage and performance of the Central Processing Unit (CPU), memory, and disk drive(s) and recommend improvements.

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