NetAid Services NETENRICH. Service at a Glance. IT as a Service Offering from NetEnrich. Delivering IT as a Service

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1 Service at a Glance The NetAid service focus goes beyond mere monitoring of network infrastructure to preventative maintenance and proactive intervention. This could be a solution for IT managers who want to take IT managed services to the next level by aligning with a partner like NetEnrich. NetAid services are core to an organization with limited resources and a focus on quality and timely resolution. NetAid picks up from NetEye and adds Standard Operating Procedures (SOP) based remediation to monitoring and escalation. This means that when your internal team receives an alert, the obvious solutions have already been attempted. NetAid services suite focuses on proactive resolution of issues including remediation, monitoring and validation. It also offers regular health check reports, preliminary audits and assigns a service delivery manager to each customer account. R O I NetAid NetCare NetEye 20% 80% 100% Focus on Core IT as a Service Offering from NetEnrich NetEnrich s IT as a Service provides our customers an access to a range of service offerings designed to allow their internal IT team to focus on strategic initiatives, while delegating routine maintenance to us. Starting with simple reactive monitoring and ranging up to complete infrastructure management, NetEnrich wants to ensure that our customers hand over routine maintenance to us while investing skilled resources and capital on mission critical projects requiring domain expertise. NetEnrich offers several engagement options depending on specific needs. For example NetEye includes alert monitoring, filtering and escalation and is designed to reduce the noise for the internal IT team, thus allowing more time and resources to focus on strategic initiatives. NetAid would add SOP based remediation to the NetEye functions thereby allowing greater focus on core by internal team. NetCare is all inclusive total infrastructure management service that frees our customer s internal team from all non-core activities and allows them to be fully immersed in strategic projects thus maximizing your IT return on investment. NetEnrich s IT as a Service not only allows customer s IT team to focus on core, but non-core activities are delivered at a fraction of the cost of performing them internally. Further, by partnering with NetEnrich, IT functions are delivered from a scalable, process driven platform that can dynamically adapt to your changing requirements.

2 NetAid Overview The NetAid service focus goes beyond mere monitoring of network infrastructure to preventative maintenance and proactive intervention. This could be a solution for IT managers who want to take IT managed services to the next level by aligning with a partner like NetEnrich. NetAid services are core to an organization with limited resources and a focus on quality and timely resolution. NetAid picks up from NetEye and adds Standard Operating Procedures (SOP) based remediation to monitoring and escalation. This means that when your internal team receives an alert, the obvious solutions have already been attempted. NetAid services suite focuses on proactive resolution of issues including remediation, monitoring and validation. It also offers regular health check reports, preliminary audits and assigns a service delivery manager to each customer account. SOP Remediation On-demand Assignment Ticket Escalation

3 NetEnrich Service Delivery Chart

4 Service Offerings SOP Based Remediation NetAid offerings take a proactive approach to fixing problems in your IT environment based on standard operating procedures outlined in your SLA. Our methodology of service deployment guarantees that no matter what problems hit your IT infrastructure, our engineers can interact with your environment to obtain instant access to problems for a quick resolution and also ensure that the problem does not reoccur. Proactive Maintenance NetAid server and network maintenance include the following: 24/7 server monitoring and maintenance of service packs Hardware and software asset and inventory reporting Performance reporting and documentation Event log review, backup job monitoring and review Backup testing with restores Critical service monitoring and server cleaning Removal of temporary files De-fragmentation of drives and logging of fixes or maintenance performed Preliminary Audits and Health Checks At NetEnrich, we ve created a structured methodology to assess network, device and application vulnerabilities. This phased approach includes discovery, data collection and analysis. It is designed to expose external and internal vulnerabilities as well as discover potential risks. This information is analyzed and published, providing you with a robust baseline of existing vulnerabilities, a plan for remediation and an effective starting point for continued monitoring and maintenance in the future. NetEnrich Service Matrix

5 NetEnrich Service Package NetAid Activity Servers Network Devices Monitoring CPU DISK MEMORY LOAD Server/Service availability and uptime Predefined processes/services Application specific ports Business service monitoring Application specific monitoring of services Device availability Network interface statistics WAN bandwidth monitoring Network device health status Syslog monitoring VPN traffic monitoring Interface specific status/bandwidth monitoring Service Delivery 24/7 monitoring of alerts Standard diagnosis for all incoming alerts and noise alert identification Ticket creation and acknowledgement Incident management on servers Escalate non SOP tickets to customer staff SLA based service delivery Proactive & routine maintenance health check monitoring, patching, user administration etc Dedicated service delivery manager Monitoring alerts Incident and problem management Performing configuration activities Proactive routine maintenance with patching and bandwidth utilization Dedicated service delivery manager Discover document, service delivery plan and documentation

6 NetEnrich Service Package NetAid Activity Servers Network Devices Technology Use Reporting NetEnrich services gateway Recording of all remote management activities audibility & transparency Ticketing system SNMP/WMI based data access Ability to act on system/ software traps Access to enterprise dashboard for IT visibility Executive portal for engagement level visibility & transparency Weekly reporting on the server infrastructure, alerts, ticket review, health of critical services and SLA Monthly report including analysis of various quantified metrics Monthly status review meeting Ad-hoc report generation abilities NetEnrich VPMG Gateway Recording of all remote management activities Ticketing system SNMP/WMI based data access Ability to act on software traps Access to enterprise dashboards for IT visibility Executive portal for engagement level visibility and transparency Weekly reporting on server infrastructure, alerts, ticket analysis, health of critical devices, SLA, network availability Monthly report including analysis of various quantified metrics such as network performance statistics, various trend analysis, recurring incidents etc Monthly status review meeting Ad-hoc report generation abilities

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