About Us. 2 Managed Services E: sales@ironcovesolutions.com T: W: Our Mission. What We Do

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1 MANAGED SERVICES

2 About Us Iron Cove Solutions is a cloud-computing deployment provider offering industry-leading cloud services to SMB sized businesses. We are cloud consultants assisting in the assessment, deployment, training, and managed support for your cloud services. Iron Cove Solutions provides IT Support in not only Los Angeles but nationwide and abroad. We have completed over 500 customer cloud implementations and achieved with Microsoft their Cloud Accelerate and Portals and Collaboration Silver Competency status. Our IT Services are reliable, fast and tested. We value the customer as an extension of our family. We want customers to feel supported and get on with their business. They come to us for answers, not problems. Our Mission We are in the business of providing value and results. Anything less is not good enough. We become your trusted business partner, not only What We Do resolving your current IT issues and keeping your network structured, but we also strategically work with you to move your business forward with technology. 2 Managed Services E: sales@ironcovesolutions.com T: W:

3 The Technology We Choose We represent the best of breed solutions. We test and run through the many cloud services available. Throughout this process, we work the vendor on all critical phases. These phases are Testing, Support of the Product, Cost Analysis, Business Intelligence and Adoption. Any product that Iron Cove Solutions uses and recommends, we test. All employees at Iron Cove use the service for their daily work environment. You would never recommend a restaurant if you haven t eaten at the location. We thoroughly put our providers to the test. Our Locations E: sales@ironcovesolutions.com T: W: Managed Services 3

4 What We Do We don t push, but inform first and recommend second. Aligning business, people, technology. It s not just our tag line but the philosophy by which we operate. Technology should serve your business and users not the other way around. So how do you make that happen when you have a business to run? You contact us. Discover With the myriad of considerations. Do you really know which cloud is right for you? We perform a strategy session with key staff to discover your business processes, current solutions, technology budget, and challenges. Migration From our discovery process we visually map out your organization processes, opportunities, and pain points. Each process and solution is detailed in a step by step guide for implementation with expected results. Train Get trained in cloud technologies and gain the skills to grow your business with cloud hosting, application development, productivity, and collaboration tools. Support After Deployment and Migration, a critical piece is the level of support. We provide certified engineers who do not have hours, but months of actual hands on product knowledge. Its important to have time product knowledge more than just certification. 4 Managed Services E: sales@ironcovesolutions.com T: W:

5 Our Managed Service We offer IT management, including IT support, IT solutions, and IT consulting to our clients based in LA as well as throughout the US. We are the chosen IT company for businesses looking to strategize and partner with an extraordinary technology team that understands the necessity of working pro-actively versus reactively for optimal growth, impact, and bottom line results. We look forward to meeting you! We ve been working with Patrick and his team at Iron Cove for a few years now through two products. Patrick...and the rest of the team at Iron Cove were proactive and responsive in our recent move to MS Exchange Online. I can t say enough good about them. We have worked with some less than stellar consultants in the past and were happy to find the knowledgeable, professional, and responsive atmosphere at Iron Cove. Director of IT E: sales@ironcovesolutions.com T: W: Managed Services 5

6 Features Managed Service PROACTIVE BUDGET SUBSCRIPTION 24 x 7 SUPPORT Problem escalation & Remediation Desktop, Server, & Application configuration Network Assessment Remote Maintenance Support Off-Site Remote Server Maintenance On-Site Maintenance Support SECURITY Vulnerability Scanning Update/Publishing Software Spyware/malware/desktop agent (Intune) Solution Implementation/Recommendations TECHNICAL SUPPORT Remote Server Phone Support On-Site After Hours Support Remote After Hours Support Desktop Support Online Knowledge Base Online Ticketing Online customer Portal 4 Hour Response Time SLA Support multiple locations Vendor management Centralized Software Deployment Mobile Phone 6 Managed Services E: sales@ironcovesolutions.com T: W:

7 ADDITIONAL SERVICES BUDGET SUBSCRIPTION Technology Roadmap Process Short Notice Emergency Service Remote Project Labor On-Site Project Labor Off-site data back up Monthly reports Asset inventory management & reporting Full network assessment Virtual cio planning sessions Disaster recovery planning Hosted application server /solutions Next Step Contact us for your free initial consultation or E: T: W: Managed Services 7

8 Managed Service Packages Pay Per Incident This plan is designed with the small business owner in mind. Many small businesses can t afford a full time IT person but require from time to time a technical resource. Need help setting up a new printer for all the desktops? We got that covered! Budget Our Budget package is ideal for a firm which has 19 employees and under. Its a great package for IT Desktop Support for all users, provides endpoint protection for all, reporting and maintenance of all desktops. This peace-of-mind plan is excellent for the small business. You can focus on moving your business forward. Subscription Eliminate costly downtime by detecting and resolving IT issues before they bring down your systems. With 24x7 monitoring and maintenance, most typical workstation issues can be prevented. Focus on your business, not your IT. One-Time Value Bundle Business Hours Business Hours Business and After Hours Office Help IT Planning IT and CIO Planning Cloud Support Cloud Support Cloud Support Optional Weekend Support Optional Weekend Support Weekend Support Perfect for the company that is just getting started or the established company getting ready for growth. Budget Rates DO NOT EXPIRE, no contract term. Packages must be purchased in one payment format. Requires a 12-month contract. First and last month of the term will be charged on the start of the support. $152/hour Discount Rate/Paid in Advance FIXED to your Needs! Budget and Subscription plans come with Microsoft Windows Intune 8 Managed Services E: sales@ironcovesolutions.com T: W:

9 Hosting Options for Managed Service Item Name Description 1 24 Hour Support Nobody ever runs into problems at a convenient time. We are here to provide you with our highest quality of service when you need us most. 2 Disaster Recovery Sometimes a hard drive crash can mean the end. With disaster recovery we have got you covered. Never lose any of your hard work again. 3 Vendor Management We will make sure you are getting the best service from the best in the business. We test all products before we recommend them and make sure you get exactly what you pay for. 4 Mobile Phone Support Smart phones have changed the way we work. Many problems you may run into don t have anything to do with your computer at all. We offer mobile phone support so you can work on the go. 5 Asset Inventory Mgmt Track, manage and automate controls with asset and inventory management solutions. E: sales@ironcovesolutions.com T: W: Managed Services 9

10 Our Service Definitions Item Name Description Managed Desktops Increase productivity and keep your employees problem free and with our remote help-desk services. Focus on growing your business instead of reactive troubleshooting and out of control budgets. Managed Network Create a stable network environment with 24x7 server alerts monitoring and remediation. We proactively monitor your environment to keep your system s up and running. From monitoring to full server administration and reporting. Business Disaster Recovery Be covered when the unexpected happens. Features ultra- fast backups, recovery in minutes, 100% reliable recovery, and an easy-to- use console. All this, and it s now more affordable than ever. Spam and Virus Protection Industry leading Spam and virus protection which is getting updated constantly. Web Filtering The ability to protect your network from viruses, malware, spyware and other harmful content by blocking the sites that may make your network vulnerable. Mobile Support Many of the services we provide are also available on your smart phones. This new technology acts just like a computer so we cover it just like a computer. Monitoring Maximizing efficiency by monitoring and reporting web activity. Know where your time was spent and where you need to make changes. 10 Managed Services E: sales@ironcovesolutions.com T: W:

11 Managed Support Escalation Path Support Tier Tier 1 Tier 2 Tier 3 Description All Support incidents begin in Tier 1, where the initial trouble ticket is created, the issue is identified and clearly documented, and basic hardware/software troubleshooting is initiated. All Support incidents that cannot be resolved with Tier 1 Support are escalated to Tier 2, where more complex support on hardware/software issues can be provided by more experienced Engineers. Support Incidents that cannot be resolved by Tier 2 Support are escalated to Tier 3, where support is provided by the most qualified and experienced Engineers who have the ability to collaborate with 3rd Party (Vendor) Support Engineers to resolve the most complex issues. Managed Response and Resolutions Times Trouble Priority Response time Escalation Service Not Available 1 Within 1 Hour and ASAP 2 Hours and ASAP (All Users and Functions Available) Significant degradation of service. 2 Within 2 Hours and ASAP 8 Hours (large # of Users or business critical) Limited degradation 3 Within 8 Hour ASAP 48 Hours (one user affected) E: sales@ironcovesolutions.com T: W: Managed Services 11

12 Timetable Typical Engagement Managed Support This is a typical time line of a Managed Deployment. The timeline represents the hours needed for such a typical engagement. Time is estimated and depends on size of the business engagement. We ll take a look at your current technology set up, talk with you about your current needs and set a date to start your on-boarding process. Typical Timeline and Order Assessment Strategy Implementation Training Support STARTS IMMEDIATELY 12 Managed Services E: sales@ironcovesolutions.com T: W:

13 Timetable Explanation Assessment Management team question and answer session. We use our 68-point of questionnaire. Strategy An Internal and External discussion outlining the considerations and steps which we believe need to be taken. Implementation An agreed and scheduled deployment. The key is to move like you have been moved. Installation which is invisible and has no impact to your business. Support Utilize our support group immediately. Reporting Its important to understand and know how your network has improved. Our custom reports and tools provide insight into action. Peace Of Mind Concentrate on your business! E: T: W: Managed Services 13

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