Ezi Managed Services Pty Ltd Introduction to Our Managed Service Agreement

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Ezi Managed Services Pty Ltd Introduction to Our Managed Service Agreement"

Transcription

1 Ezi Managed Services Pty Ltd Introduction to Our Managed Service Agreement Ezi Managed Services Pty Ltd 108 The Promenade Camp Hill, QLD 4152 Ph: Fax:

2 INTRODUCTION This document provides an introduction to the Ezi Managed Services Service Level Agreement (SLA). It outlines the features and benefits of engaging a Ezi Managed Services SLA. SUMMARY Ezi Managed Services has undertaken this approach to provide you with a customer orientated Service Level Agreement or EMS Managed Service Agreement SLA as we call it, that addresses many of the IT issues facing your company. This is an approach that focuses on tasks and outcomes for you not the time taken to perform work. It is Outcome Based Service Work and delivers greater value than other models. This is a unique offering as it provides more than a standard maintenance agreement or a reactive support contract. The key questions are: Is computer uptime crucial to the success of your organisation? Have you always wanted to have: A more reliable computer network? Capped IT costs? Easy to calculate IT expenditure and budgets? A service organisation that contacts you and keeps you informed? EMS Managed Service Agreement addresses these areas and goes a step beyond all previous SLAs, with the establishment of our five tailored Platinum High- Availability, Platinum Extended, Platinum, Gold, and Silver plans. Traditionally, IT companies are focussed on time spent performing work. This makes it difficult to estimate labour charges before work is performed, thus rewarding IT companies that perform work slowly, rather than those that work efficiently. By offering a Fixed Price model, it is in Ezi Managed Services s interest that your network is running well! The EMS Managed Service Agreement SLA forms the backbone of the relationship between Ezi Managed Services and you, our Client. It is provided to you on five different levels to match your service requirements and budget. Each level defines the work that will be performed, the frequency of the work, and the response times. The SLA is not based on the number of hours allocated each month. There are simply a range of tasks, outcomes and regular maintenance that will be performed under the scope of the SLA. If you encounter additional problems in a certain month (problems that are covered under your SLA level), there are no additional costs to you. EMS Managed Service Agreement is therefore a commitment to you to ensure work is performed efficiently and that the performance of your network is always at its peak. The EMS Managed Service Agreement Concept There are five different levels of Managed Service Agreement available: Platinum High- Availability, Platinum Extended, Platinum Standard, Gold, and Silver. These are explained and outlined in detail on the following pages. As you move up through the levels of EMS Managed Service Agreement, there are several key differences/features that will improve the service delivery for you, including: The range of tasks and outcomes covered increase. The maintenance checks increase in frequency. The consultancy discussions and recommendations increase in frequency. The phone response times are reduced. The on- site response times are reduced. The response times for critical Microsoft security updates are reduced. Ph: (07) Page 2

3 The fees for additional work required outside the scope of your specific EMS Managed Service Agreement level decreases. In some circumstances additional items are included or can be added, such as free priority response, free labour, offsite backup and disaster recovery. THE GUARANTEE Ezi Managed Services is so confident of being able to deliver on the services offered that we offer a credit if certain aspects of your Managed Service Agreement are not delivered: There are four key measurable items that this refund is offered on: Maximum response times for new critical items. Maximum on- site time for new critical issues. Critical Microsoft Security Updates on the server. Performance Indicators. As a credit, Ezi Managed Services will provide on a 2:1 ratio, uncharged service hours for every 15 minute block that the system which processing failed to meet the performance indicator (P.I.) during the specified Managed Service Agreement. The credit will be equivalent to the period that the service was below to the guarantee provided. As an example, for a 15 minute outage during Service Level Agreement, Ezi Managed Services will provide 30 minutes of uncharged service time, credited towards your account. Ph: (07) Page 3

4 EMS MANAGED SERVICE AGREEMENT SERVICE LEVELS Item EMS MSA Plus EMS MSA H/A Extended Plus EMS MSA Lite High- Availability Support 24 x 7 Extended Support Hours 10 x 7 08:00 18:00 Monday to Sunday Standard Support Hours 10 x 5 08:00 18:00 Monday to Friday Unlimited on- site support Disaster recovery*** Daily offsite backup software & service* 200GB Storage 100GB Storage 100GB Storage Re- install of server operating system after hardware failure** Re- install of operating system and applications on workstations after hardware failure** Management of routers and firewalls Standard office- type application installs and upgrades Solve configuration issues related to Microsoft office- suite products Real Time monitoring at Ezi Managed Services NOC Standard warranty (for items purchased from Ezi Managed Services No call out fee payable Regular maintenance checks and live monitoring Priority support Standard Microsoft office application software patches & updates SPAM Filtering (optional achieving available) Access to afterhours emergency service Phone and Remote Desktop Support**** Repairing problems with automatic and scripted methods User management creation, removal, reset passwords, reset hung sessions, desktop setup Note: Included onsite support and services is for Brisbane based sites only and based on items covered within the scope of this document ^^ Unlimited on- site support for all services listed within above table and subject to Ezi Managed Services fair usage policy. * Please ask for detailed information on the offsite backup and disaster recovery if required. ** Only includes systems under warranty. *** Additional hardware and software may be required. Please ask for details. Hardware not in warranty will not be covered under the SLA for tasks like performance issues, hardware failure or reinstall or repair due to hardware failure. All hardware/software purchases for items that need to be under the SLA need to be purchased through Ezi Managed Services where possible or approved by Ezi Managed Services. Ph: (07) Page 4

5 GUARANTEED RESPONSE TIMES Managed Service Agreement SLA Introduction The EMS Managed Service Agreement SLA programs have differing response times. The response times are summarised below.* Priority EMS MSA Plus EMS MSA EMS MSA Lite Maximum response time for any support call Maximum on- site engineer departure time for any Priority 1 critical support* Maximum on- site engineer departure time for Priority 2 support* H/A Extended Standard 30 minutes 1 hour 1 hour 1.5 hour 3 hour 3 hours 4 hour 4 hour 6 hours 6 hours 0.5 day 1 day 1 day 2 days 2 days Maximum on- site engineer 1 day 2 day 2 day 3 days 3 days departure time for Priority 3 support Note: All response times quoted are based on business hours (8:00am 18:00 Monday to Friday AEST (Brisbane time) except statutory holiday.) See Priority section for Priority 1, 2 and 3 definitions Response Times for Platinum H/A are quoted based on 00:00 till 24:00 seven days per week. Response Times for Platinum Extended are quoted based on 08:00 till 18:00 Monday to Sunday AEST. Days are classed as working business days 08:00 18:00, except for Platinum H/A and Platinum Extended Service Level Agreements * Note that response times are guaranteed times to respond to a problem, not to resolve an issue. PRIORITY The priority of the service response to e- mails, telephone calls and the on- site response, where necessary, is determined by Critical (Priority 1) and Non- Critical (Priority 2) issues. As there is a broad range of industry, business size, type and technology reliance, the determination of the priority will be made by the responding Ezi Managed Services engineer. Typical events constituting Critical and Non- Critical issues include, but are not limited to: Critical (Priority 1) Major disaster: e.g. loss of essential server/s, mission- critical LAN/WAN or widespread loss of communications Non- availability by everyone to any critical program for whatever reason Printing problems across multiple printers Multiple users are being prevented from serving company customers Critical data being lost/corrupted Network down Problem appears to be related to a security breach Users being prevented from serving critical internal requests System constantly producing incorrect results in isolated circumstances Constant error generation from fundamental processes Non- Critical (Priority 2) Crash/no access to/non- availability of a non- essential server Local and confined PC problems Local printer/scanner problems User is unable to process a particular type of service but has simple alternative User prevented from performing low priority work Only one of many users is affected Ph: (07) Page 5

6 Priority 3 Managed Service Agreement SLA Introduction One PC not working (except where it constitutes a significant portion of system) System produces incorrect results in a known and isolated set of circumstances which can be worked around Program updates/program installations/cosmetic changes/planned downtime Manual instruction/user error problems Please note: Many problems are caused by third party software that is not the responsibility of Ezi Managed Services. Our technicians will endeavour to assist you in the determination of such problems and source a solution where possible as part of our service to you normal charges may be applicable where a particular application is not covered under this agreement. PREVENTATIVE MAINTENANCE SCHEDULE There are five levels of support contracts offered with each one having a specific visitation schedule. The maintenance schedule is summarised in the table below: Item EMS MSA Plus EMS MSA EMS MSA Lite H/A Extended Standard Onsite Visitation** Every Month Every Month Every Month Every 2 Every 3 Critical Microsoft Security Updates (servers only) Within 1 Day Within 1 Day Within 1 Day Within 2 Days Within 3 Days Consultancy Discussion Every 3 Every 3 Every 3 Every 6 Every 9 ** Onsite Visitations are for Brisbane based clients only. SERVICES RATES Work not listed in the standard terms of the EMS Managed Service Agreement plan will be charged at an hourly rate or quoted individually before work commences (at the discretion of the Ezi Managed Services engineer, depending on the nature of the task). Work requested to be performed after- hours will be charged at an additional after- hours rate. If the work to be performed is work that would normally be undertaken as part of your SLA plan, that work is charged at the difference between the normal and the after- hours rate. The preferred method for billing of additional services is in prepaid blocks. Prepaid blocks offer other benefits including discounted rates. If there are additional charges incurred during a month, these items will be itemised and invoiced monthly and deducted from a pre- paid block. INFORMATION PROVIDED TO THE CLIENT A report is sent to the client monthly or within seven days of the maintenance check. A summary report is sent to the client after each consultancy discussion with any recommendations noted. INFORMATION FROM THE CLIENT For efficient operation of a maintenance contract, the number of staff contacts is limited in an organisation. If the organisation has only one site, one contact is nominated by the organisation to be the link between the organisation and Ezi Managed Services. If the organisation has more than one site covered by the SLA, one organisation contact is nominated with an additional contact for each site. Ph: (07) Page 6

7 ITEMS INCLUDED IN THE MAINTENANCE CHECK Servers Network Backup Systems Virus Protection Perform Windows updates Apply required service packs and patches Check event logs for errors Check free hard disk space for each drive / partition Delete temp files Empty recycle bin Check RAID array Check CPU usage Change administrator password (a minimum of every six months) Check free resources Check RAM usage Check swap file size and location Check Active Directory replication Check Exchange server service pack Check Exchange RBLs Exchange database scans / repairs / defrags Check Exchange server data folder size and alert when close to limit Check Exchange log file location and size and ensure backup is running Remove temp files and bad mail files Remove unused Exchange mailboxes Check DNS server name resolution Check WINS server database and name resolution Check DHCP database and configuration Check switches for high utilisation and data collisions Check routers and firewall Full audits (hardware, software, IP addresses) Check all tape backup event logs Test data restoration of a small amount of data from a previous backup at random intervals Remove unnecessary catalogues Clean heads on tape drive Update emergency restore disk Check backup jobs Check available backup space Check backup scripts / jobs Check that tapes are clearly labelled Check virus definitions and update if necessary Check virus logs Check scheduled virus scans Check virus quarantine Check for virus program updates and patches Internet and E- mail Users Check e- mail access Check faxing software for normal operation Check queues in SMTP mail service Check remote access availability and security Check Internet connections Check Internet data downloads Check Internet access restrictions Check e- mail policy and usage Delete temporary Internet files Check the Internet usage and plan is appropriate Check user profiles Check permission groups Check distribution groups Check mailboxes Disable or remove redundant users Battery Backup (UPS) Workstations ITEMS INCLUDED IN ALL MANAGED SERVICE AGREEMENTS Hardware Audit Due to required server downtime, this is only tested once every 12 months Test UPS Check battery life Check free hard disk space Delete temporary files Talk to users and resolve problems within scope of support contract Assist users with peripherals, software & hardware issues within the scope of the applicable SLA Check virus protection status Check scheduled virus scans Check for program updates and patches Check for Windows updates Check hard drive for errors Perform system maintenance on hardware (such as defragmentation / disk clean up) Spy ware Scan / Clean Where possible, before the agreement begins, Ezi Managed Services will perform an audit of all your hardware and list all of the items covered under the maintenance agreement. A client must include their entire network at any one site. As often a problem in one part of a network leads to problems in another area, a holistic approach must be taken. The exception is when a customer has multiple sites. In this scenario, a client can choose to have different sites covered at different levels. Ph: (07) Page 7

8 At regular intervals the hardware audit is updated by Ezi Managed Services so that you and Ezi Managed Services are both aware of what is on the network. It is the responsibility of the Client to notify Ezi Managed Services within five working days of any changes to the items covered by the Managed Service Agreement. If there are increases or decreases to the number or changes to the type of hardware covered by the Managed Service Agreement, the agreement will be adjusted to suit and any changes to charges will commence the following month. All network attached hardware must be approved and/or supplied by Ezi Managed Services. Maintenance Check At the interval specified, a health check is performed to gauge the health of the existing network. Regular maintenance tasks are performed. Performance of the network is reviewed. When the Maintenance Check is on- site, users are asked about issues since the previous maintenance visit. If the maintenance check is being performed remotely, the site contact is asked about any specific issues that exist. A written summary report is provided within seven working business days after each check and further recommendations, if any are noted on this report. Microsoft Critical Security Updates As potential areas of exploitation are discovered by Microsoft within their operating systems, critical patches are released to overcome these potential hazards. These patches are applied to the server/s on a client s network within a day (or days depending on the level of support chosen) to minimise the possibility of a client having their server compromised. Unlimited Support Time for Specific Tasks Unlike most maintenance contracts that have an allowance of hours and then charge you extra if you use more - the Ezi Managed Services SLA is outcome and task orientated (Outcome Based Service Work). There is no limit to the number of hours of support you receive in a month your support level will however, determine what type of support you will receive as part of your Managed Service Agreement conditions AN IT DEPARTMENT Many networks have some unique characteristics, but the majority of the network is configured in a standard operating environment (SOE) when set up correctly. This means that along with the extensive Managed Service Agreement documentation, the skilled technicians at Ezi Managed Services should be able to work on any network with a minimum of fuss. So instead of employing your own internal IT Manager that goes on holidays, has sick days etc. leaving you without a reliable source of IT management, you can rely on Ezi Managed Services to have an efficient team of engineers that can be deployed in a timely manner to help you with your IT situations. PRICING The pricing is based on the number of devices in the network. As networks change with your business, both in size and configuration, we change the monthly Managed Service Agreement fee based on the number of devices for that period. Please note discounts are available at the following rate 2.5% discount if paid quarterly in advance 5% discount if paid half yearly in advance 10% discount if paid annually in advance Ph: (07) Page 8

9 WHAT NEXT? Please contact Ezi Managed Services and advise us of your interest in joining the Service Level Agreement program. Ezi Managed Services will send over an application form that will include the starting number of devices for the first month. Once the application is received back, we will organise the onsite audit where applicable and deploy our EMS Managed Service management software onto all computers (desktops, notebooks and servers). Bring all equipment up to date with patches and firmware updates, reconfigure firewalls to remove security holes and validate the anti virus solution. Ph: (07) Page 9

Complete Managed Services. Proposal for managed services for the City of Tontitown

Complete Managed Services. Proposal for managed services for the City of Tontitown Complete Managed Services Proposal for managed services for the City of Tontitown Complete Managed Services Components Windows Server 2008, Windows Server 2012 1. Proactive Maintenance of Server(s) Proactive

More information

Managed Service Plans

Managed Service Plans Managed Service Plans www.linkedtech.com 989.837.3060 989.832.2802 fax Managed Information Technology Services System downtime, viruses, spy ware, losses of productivity Are the computer systems you rely

More information

SERVICES BRONZE SILVER GOLD PLATINUM. On-Site emergency response time 3 Hours 3 Hours 1-2 Hours 1 Hour or Less

SERVICES BRONZE SILVER GOLD PLATINUM. On-Site emergency response time 3 Hours 3 Hours 1-2 Hours 1 Hour or Less SERVICE SUMMARY ITonDemand provides four levels of service to choose from to meet our clients range of needs. Plans can also be customized according to more specific environment needs. SERVICES BRONZE

More information

Sagari Ltd. Service Catalogue and Service Level Agreement For Outsource IT Services

Sagari Ltd. Service Catalogue and Service Level Agreement For Outsource IT Services Sagari Ltd Service Catalogue and Service Level Agreement For Outsource IT Services Managed Services Service Level Agreement 1 Introduction This Service Catalogue and Service Level Agreement (SLA) constitutes

More information

Managed Services Agreement. Hilliard Office Solutions, Ltd. PO Box 52510 Phone: 432-617-4677 Midland, Texas 79710 Fax: 432-617-3043

Managed Services Agreement. Hilliard Office Solutions, Ltd. PO Box 52510 Phone: 432-617-4677 Midland, Texas 79710 Fax: 432-617-3043 Managed Services Agreement Hilliard Office Solutions, Ltd. PO Box 52510 Phone: 432-617-4677 Midland, Texas 79710 Fax: 432-617-3043 SERVICE DESCRIPTIONS By purchasing these Services from Hilliard Office

More information

PREMIER SUPPORT STANDARD SERVICES BRONZE SILVER GOLD

PREMIER SUPPORT STANDARD SERVICES BRONZE SILVER GOLD SERVICE SUMMARY ITonDemand provides four levels of service to choose from to meet our clients range of needs. Plans can also be customized according to more specific environment needs. PREMIER SUPPORT

More information

Sentinel Platform/Managed IT Services Agreement Page 1 of 6. 1. Term of Agreement

Sentinel Platform/Managed IT Services Agreement Page 1 of 6. 1. Term of Agreement Page 1 of 6 1. Term of Agreement This Agreement between, herein referred to as Client, and Word of Mouth Computers and Electronics, LLC hereinafter referred to as Service Provider, is effective on the

More information

Monthly Fee Per Server 75/month 295/month 395/month Monthly Fee Per Desktop/Notebook/ 15/month 45/month 55/month

Monthly Fee Per Server 75/month 295/month 395/month Monthly Fee Per Desktop/Notebook/ 15/month 45/month 55/month SERVICE COVERAGE AND FEE SCHEDULE Base Package Fees Monthly Fee Per Server 75/month 295/month 395/month Monthly Fee Per Desktop/Notebook/ 15/month 45/month 55/month Live Desk Services Live Desk Telephone

More information

Fully Managed IT Support. Proactive Maintenance. Disaster Recovery. Remote Support. Service Desk. Call Centre. Fully Managed Services Guide July 2007

Fully Managed IT Support. Proactive Maintenance. Disaster Recovery. Remote Support. Service Desk. Call Centre. Fully Managed Services Guide July 2007 Fully Managed IT Support Proactive Maintenance Disaster Recovery Remote Support Service Desk Call Centre London Office ITVET Limited 2 nd Floor 145 157 St John Street London EC1V 4PY t: +44(0)8704 232

More information

Request for Proposal Technology Services Maintenance and Support

Request for Proposal Technology Services Maintenance and Support Request for Proposal Technology Services Maintenance and Support Maintenance and Support July 19, 2014 Celerity Educational Group is seeking an IT consulting firm to manage Maintenance of our Network Systems

More information

NETWORK SERVICES WITH SOME CREDIT UNIONS PROCESSING 800,000 TRANSACTIONS ANNUALLY AND MOVING OVER 500 MILLION, SYSTEM UPTIME IS CRITICAL.

NETWORK SERVICES WITH SOME CREDIT UNIONS PROCESSING 800,000 TRANSACTIONS ANNUALLY AND MOVING OVER 500 MILLION, SYSTEM UPTIME IS CRITICAL. NETWORK SERVICES WITH SOME CREDIT UNIONS PROCESSING 800,000 TRANSACTIONS ANNUALLY AND MOVING OVER 500 MILLION, SYSTEM UPTIME IS CRITICAL. Your Credit Union information is irreplaceable. Data loss can result

More information

Information Technology Services

Information Technology Services Information Technology Services 2011 Services Guide 77 Accord Park Drive, Suite A10 Norwell, MA 02061 (781) 871-3662 A proactive, preventative approach to IT management. System downtime, viruses, spyware,

More information

Customized Cloud Solution

Customized Cloud Solution Customized Cloud Solution (Overall Cloud Performance Expectations) Last Updated: June 5, 2012 Prepared by: Polleo Systems, Inc. Notice of Confidentiality: The enclosed material is proprietary to Polleo

More information

When Your Networkʼs Down, Call Crown

When Your Networkʼs Down, Call Crown When Your Networkʼs Down, Call Crown 521 W. Broad Avenue Albany, GA 31701 Phone: 229.317.7940 Fax: 229.317.7941 HelpDesk@CrownNetworking.com MANAGED SERVICES & FLAT RATE I.T. SUPPORT Our Managed Services,

More information

www.datatechhosting.com

www.datatechhosting.com Hosting and Cloud Services Customer Service Level Agreement (SLA) Welcome to the Clustered Cloud Hosted Services Community. We are happy to have you aboard and look forward to assisting you with all your

More information

IT Support Service Level Agreement

IT Support Service Level Agreement IT Support Service Level Agreement Contents Page(s) 1.0 Platinum - Business Critical Support (4 hour)... 3 2.0 Gold - End User Hardware (8 hour)... 3 3.0 Silver - End User Hardware (8 hour)... 4 4.0 Exclusions

More information

1.1 SERVICE DESCRIPTION

1.1 SERVICE DESCRIPTION ADVANIA OPENCLOUD SERCVICE LEVEL AGREEMENT 1.1 SERVICE DESCRIPTION The service is designed in a way that will minimize Advania s operational involvement. Advania administrates the cloud platform and provides

More information

Managed IT Services. Maintain, manage and report

Managed IT Services. Maintain, manage and report Managed IT Services Maintain, manage and report 1 2 Comunet was established in 1995 to provide professional Information Technology services to Australian businesses and organisations. Its vision now, as

More information

PC Proactive Solutions Technical View

PC Proactive Solutions Technical View PC Proactive Solutions Technical View PC Proactive Solutions Technicians View The following pages briefly describe our technicians view of our proactive management utility. Our software application is

More information

Symmetry Networks. Corporate Managed Services Schedule

Symmetry Networks. Corporate Managed Services Schedule Symmetry Networks Corporate Managed Services Schedule A Managed Services Solution version 1.0 January 2015 This Service Schedule forms part of the Agreement between Us (Symmetry Networks Pty Ltd) and You

More information

IT Support & Maintenance Contract

IT Support & Maintenance Contract IT Support & Maintenance Contract This document has been produced by STOCK IT Ltd, www.stockit.co.uk, an IT company offering technology advice & support for small businesses. Company Registration No: 9060944

More information

IT Sr. Systems Administrator

IT Sr. Systems Administrator IT Sr. Systems Administrator Location: [North America] [United States] [Monrovia] Category: Information Technology Job Type: Open-ended, Full-time PURPOSE OF POSITION: Systems Administrators and Engineers

More information

Created By: 2009 Windows Server Security Best Practices Committee. Revised By: 2014 Windows Server Security Best Practices Committee

Created By: 2009 Windows Server Security Best Practices Committee. Revised By: 2014 Windows Server Security Best Practices Committee Windows Server Security Best Practices Initial Document Created By: 2009 Windows Server Security Best Practices Committee Document Creation Date: August 21, 2009 Revision Revised By: 2014 Windows Server

More information

Version: 1.5 2014 Page 1 of 5

Version: 1.5 2014 Page 1 of 5 Version: 1.5 2014 Page 1 of 5 1.0 Overview A backup policy is similar to an insurance policy it provides the last line of defense against data loss and is sometimes the only way to recover from a hardware

More information

CLOUD SERVICE SCHEDULE Newcastle

CLOUD SERVICE SCHEDULE Newcastle CLOUD SERVICE SCHEDULE Newcastle 1 DEFINITIONS Defined terms in the Standard Terms and Conditions have the same meaning in this Service Schedule unless expressed to the contrary. In this Service Schedule,

More information

Virtual Server and Storage Provisioning Service. Service Description

Virtual Server and Storage Provisioning Service. Service Description RAID Virtual Server and Storage Provisioning Service Service Description November 28, 2008 Computer Services Page 1 TABLE OF CONTENTS INTRODUCTION... 4 VIRTUAL SERVER AND STORAGE PROVISIONING SERVICE OVERVIEW...

More information

1 ForestSafe SaaS Service details Service Description Functional Non Functional

1 ForestSafe SaaS Service details Service Description Functional Non Functional 1 ForestSafe SaaS Service details 1.1 Service Description ForestSafe is a privileged identity management system used today to manage the Administrator passwords of 65,000 computers by the UK largest bank.

More information

ATTERCOPIA MANAGED HOSTING & DOMAIN SERVICES TERMS & CONDITIONS

ATTERCOPIA MANAGED HOSTING & DOMAIN SERVICES TERMS & CONDITIONS ATTERCOPIA MANAGED HOSTING & DOMAIN SERVICES TERMS & CONDITIONS Version: 2016 edition 2016 Attercopia 1 Hosting We provide a fully managed hosting solution. Our hosting partners provide servers which are

More information

SERVICE LEVEL AGREEMENT

SERVICE LEVEL AGREEMENT This Service Level Agreement ( SLA ) applies to and governs such Gabian Technology and its partners SharePoint, Web Hosting, Virtual Private Server, Exchange Hosting, Advisor Earnings, Email Archive, CRM

More information

Terms & Conditions for ADM s IT Support Customers

Terms & Conditions for ADM s IT Support Customers Terms & Conditions for ADM s IT Support Customers (Standard, Standard Plus, Premium, Premium Plus) ADM Computing (the 'Company'), Chaucer Road, Canterbury, Kent, CT1 1HH 1. (1) Applicable to IT Support

More information

Important Facts. Small & Medium size businesses report an average of 50 hours lost productivity per employee per year due to IT related problems.

Important Facts. Small & Medium size businesses report an average of 50 hours lost productivity per employee per year due to IT related problems. Your information systems are at the heart of your businesses daily operation. System down time costs businesses a significant amount of money each year. Most problems that cause down time can be prevented

More information

Service Catalog. it s Managed Plan Service Catalog

Service Catalog. it s Managed Plan Service Catalog Service Catalog it s Managed Plan Service Catalog 6/18/2012 Document Contents Contents Document Contents... 2 Overview... 3 Purpose... 3 Product Description... 3 Plan Overview... 3 Tracking... 3 What is

More information

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

Managed Services Overview Servers, Exchange, Help Desk, and Citrix Infrastructures Overview Servers, Exchange, Help Desk, and Citrix Infrastructures Prepared By: Envision Information Technologies Last Modified: Thursday, August 28, 2014 Table of Contents Table of Contents... 2 EIT Contacts...

More information

Managed Security Services SLA Document. Response and Resolution Times

Managed Security Services SLA Document. Response and Resolution Times Managed Security Services SLA Document Appendix A Response and Resolution Times The following table shows the targets of response and resolution times for each priority level: Trouble Priority Response

More information

המרכז ללימודי חוץ המכללה האקדמית ספיר. ד.נ חוף אשקלון 79165 טל'- 08-6801535 פקס- 08-6801543 בשיתוף עם מכללת הנגב ע"ש ספיר

המרכז ללימודי חוץ המכללה האקדמית ספיר. ד.נ חוף אשקלון 79165 טל'- 08-6801535 פקס- 08-6801543 בשיתוף עם מכללת הנגב עש ספיר מודולות הלימוד של מייקרוסופט הקורס מחולק ל 4 מודולות כמפורט:.1Configuring Microsoft Windows Vista Client 70-620 Installing and upgrading Windows Vista Identify hardware requirements. Perform a clean installation.

More information

SERVICE SCHEDULE INFRASTRUCTURE AND PLATFORM SERVICES

SERVICE SCHEDULE INFRASTRUCTURE AND PLATFORM SERVICES SERVICE SCHEDULE INFRASTRUCTURE AND PLATFORM SERVICES This Product Schedule Terms & Conditions is incorporated into a Services Agreement also comprising the General Terms and Conditions which the Customer

More information

OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES

OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES IN CONFIDENCE TABLE OF CONTENTS 1 CONTACT DETAILS 1 1.1 The Client Contract Management

More information

SERVICE LEVEL AGREEMENT

SERVICE LEVEL AGREEMENT SERVICE LEVEL AGREEMENT This Service Level Agreement ( SLA ) applies to and governs such PLEX SharePoint, Web Hosting, Virtual Private Server, Exchange Hosting, CRM and other remotely provided services

More information

Managed IT Services. Eliminating technology pains in small businesses

Managed IT Services. Eliminating technology pains in small businesses Eliminating technology pains in small businesses Having a complete IT department is not a viable solution for most small businesses, and very few small companies can afford to deploy even one permanent

More information

INNOVATE. MSP Services Overview SVEN RADEMACHER THROUGH MOTIVATION

INNOVATE. MSP Services Overview SVEN RADEMACHER THROUGH MOTIVATION INNOVATE THROUGH MOTIVATION MSP Services Overview SVEN RADEMACHER Agenda About us IT Challenges Our Approach Our Services Next Steps About Us SEAFAIR IT SOLUTIONS Pre-eminent Managed Service Provider Provide

More information

Schedule 2Z Virtual Servers, Firewalls and Load Balancers

Schedule 2Z Virtual Servers, Firewalls and Load Balancers Schedule 2Z Virtual Servers, Firewalls and Load Balancers Definitions Additional Charges means the charges payable in accordance with this schedule. Customer Contact Centre means Interoute s Incident management

More information

SHARED WEB AND MAIL HOSTING SERVICE LEVEL AGREEMENT (SLA) 2010

SHARED WEB AND MAIL HOSTING SERVICE LEVEL AGREEMENT (SLA) 2010 SHARED WEB AND MAIL HOSTING SERVICE LEVEL AGREEMENT (SLA) 2010 This Service Level Agreement (SLA) ( Service Level Agreement or Agreement or SLA ) is by and between Bizcom Web Services, Inc. (the "Company")

More information

SERVICE LEVEL AGREEMENT

SERVICE LEVEL AGREEMENT SERVICE LEVEL AGREEMENT This Service Level Agreement (SLA) is provided by ECS and is intended to define services and responsibilities between ECS and customer. ECS along with contracted 3 rd party partners

More information

Client Hardware and Infrastructure Suggested Best Practices

Client Hardware and Infrastructure Suggested Best Practices Client Hardware and Infrastructure Suggested Best Practices While it is the responsibility of our Clients to support their hardware and infrastructure, the Pretty Good Practices below are provided for

More information

MSP Center Plus Features Checklist

MSP Center Plus Features Checklist Features Checklist Your evaluation is not complete until you check out top vendors and the price. Here is a list prepared based customer queries. Features General Easy web interface with admin, technician,

More information

CLOUD SERVICE SCHEDULE

CLOUD SERVICE SCHEDULE CLOUD SERVICE SCHEDULE 1 DEFINITIONS Defined terms in the Standard Terms and Conditions have the same meaning in this Service Schedule unless expressed to the contrary. In this Service Schedule, unless

More information

INFRASTRUCTURE AS A SERVICE (IAAS) SERVICE SCHEDULE Australia

INFRASTRUCTURE AS A SERVICE (IAAS) SERVICE SCHEDULE Australia INFRASTRUCTURE AS A SERVICE (IAAS) SERVICE SCHEDULE Australia 1 DEFINITIONS Capitalised terms in this Service Schedule not otherwise defined here have the meaning given in the Standard Terms and Conditions:

More information

Marval Software Limited. G Cloud iii Framework Service Definition

Marval Software Limited. G Cloud iii Framework Service Definition 1 Marval Software Limited G Cloud iii Framework Service Definition Page 1 of 9 2 Contents An overview of the Marval Service Management (MSM) Software Solution... 3 Information assurance Impact Level (IL)

More information

Our Server Support. Looking after your servers giving you peace of mind. Document Version 201501. Revision Date Feb 2015

Our Server Support. Looking after your servers giving you peace of mind. Document Version 201501. Revision Date Feb 2015 Our Server Support Looking after your servers giving you peace of mind. Document Version 201501. Revision Date Feb 2015 Telephone Sales and Accounts 0161 232 0001 Technical Support 0161 232 0125 Email

More information

RL Solutions Hosting Service Level Agreement

RL Solutions Hosting Service Level Agreement RL Solutions Hosting Service Level Agreement April 2012 Table of Contents I. Context and Scope... 1 II. Defined Terms... 1 III. RL Solutions Responsibilities... 2 IV. Client Responsibilities... 4 V. The

More information

Load Balancing & High Availability

Load Balancing & High Availability Load Balancing & High Availability 0 Optimizing System Resources through Effective Load Balancing An IceWarp White Paper October 2008 www.icewarp.com 1 Background Every server is finite. Regardless of

More information

ScoMIS Encryption Service

ScoMIS Encryption Service Introduction This guide explains how to implement the ScoMIS Encryption Service for a secondary school. We recommend that the software should be installed onto the laptop by ICT staff; they will then spend

More information

SMALL BUSINESS OUTSOURCING

SMALL BUSINESS OUTSOURCING SMALL BUSINESS OUTSOURCING PCs on Lease 24X7 Remote Supports Professional Fees Service Level Agreement SMALL BUSINESS OUTSOURCING (SMO) CONNECTING YOUR BUSINESS TO THE TECHNOLOGY RESOURCES YOU NEED Implement

More information

Windows Server 2008 R2 Essentials

Windows Server 2008 R2 Essentials Windows Server 2008 R2 Essentials Installation, Deployment and Management 2 First Edition 2010 Payload Media. This ebook is provided for personal use only. Unauthorized use, reproduction and/or distribution

More information

GMS NETWORK ADVANCED WIRELESS SERVICE PRODUCT SPECIFICATION

GMS NETWORK ADVANCED WIRELESS SERVICE PRODUCT SPECIFICATION GMS NETWORK ADVANCED WIRELESS SERVICE PRODUCT SPECIFICATION 1. INTRODUCTION This document contains product information for the GMS Network Service. If you require more detailed technical information, please

More information

ASIAN PACIFIC TELECOMMUNICATIONS PTY LTD STANDARD FORM OF AGREEMENT. Schedule 3 Support Services

ASIAN PACIFIC TELECOMMUNICATIONS PTY LTD STANDARD FORM OF AGREEMENT. Schedule 3 Support Services ASIAN PACIFIC TELECOMMUNICATIONS PTY LTD STANDARD FORM OF AGREEMENT Schedule 3 Support Services December 2013 Table of Contents 1. SERVICE SCHEDULE 3 SUPPORT SERVICES... 3 1.1 OVERVIEW... 3 1.2 STANDARD

More information

Network Computing Architects Inc. (NCA) Network Operations Center (NOC) Services

Network Computing Architects Inc. (NCA) Network Operations Center (NOC) Services Network Computing Architects Inc. (NCA), provides outsourced IT services by monitoring and managing clients computing assets. Included Services: For all systems covered under NOC Support, the following

More information

Audit4 Installation Requirements

Audit4 Installation Requirements Audit4 version 8.1+ 2015 Copyright 2012 S4S Pty Ltd Audit4 Support Matrix 2015 The following table provides details on the operating system and database engine support for Audit4 as at March 2015. Operating

More information

Managed ICT Services. User Guide. Possibilities that are built in. Telstra Corporation Limited ABN - 33 051 775 556

Managed ICT Services. User Guide. Possibilities that are built in. Telstra Corporation Limited ABN - 33 051 775 556 Possibilities that are built in www.telstra.com.au/networkcomputing Managed ICT Services User Guide Corporation Limited ABN - 33 051 775 556 Table of Contents 1. What does this User Guide do?... 3 2. Responsibilities...

More information

IT INFRASTRUCTURE MANAGEMENT SERVICE ADDING POWER TO YOUR NETWORKS

IT INFRASTRUCTURE MANAGEMENT SERVICE ADDING POWER TO YOUR NETWORKS IT INFRASTRUCTURE MANAGEMENT SERVICE ADDING POWER TO YOUR NETWORKS IT INFRASTRUCTURE MANAGEMENT SERVICES Nortech Remote management IT security Services provide around clock remote Management, real time

More information

Windows Server 2008 Essentials. Installation, Deployment and Management

Windows Server 2008 Essentials. Installation, Deployment and Management Windows Server 2008 Essentials Installation, Deployment and Management Windows Server 2008 Essentials First Edition. This ebook is provided for personal use only. Unauthorized use, reproduction and/or

More information

ScerIS Support Options

ScerIS Support Options ScerIS Support Options Table of Contents Maintenance and Support... 3 Maintenance... 3 Support and Value Added Services... 4 Support and Value Added Services Pricing... 4 ScerIS Holidays... 8 Telephone

More information

IT Setup Services IT SUPPORT SERVICES

IT Setup Services IT SUPPORT SERVICES IT Setup Services Investing in a server-run network represents a substantial investment in your business, with average costs running from $2,500 to $10,000. To help determine if this is an effective step

More information

Additional services are also available according to your specific plan configuration.

Additional services are also available according to your specific plan configuration. THIS SERVICE LEVEL AGREEMENT (SLA) DEFINES GUARANTEED SERVICE LEVELS PROVIDED TO YOU BY THE COMPANY. I. Service Definition SMS (Company) will provide You with Hosted Exchange and other Application Services

More information

16 Common Backup Problems & Mistakes

16 Common Backup Problems & Mistakes 16 Common Backup Problems & Mistakes 1. Tape errors, Tape Drive failures. Probably the number one backup problem is simply caused by the unreliability of tape. Tape drives have a higher failure rate than

More information

The Vital IT Protection- V.I.P. Network Support Program Overview Vital Voice & Data 888-558-8855 ext 301

The Vital IT Protection- V.I.P. Network Support Program Overview Vital Voice & Data 888-558-8855 ext 301 The Vital IT Protection- V.I.P. Network Support Program Overview Vital Voice & Data 888-558-8855 ext 301 mlongo@vitalvoiceanddata.com www.vitalvoiceanddata.com Table of Contents Proprietary Notice & Non-Disclosure

More information

24/7 Monitoring Pro-Active Support High Availability Hardware & Software Helpdesk. itg CloudBase

24/7 Monitoring Pro-Active Support High Availability Hardware & Software Helpdesk. itg CloudBase 24/7 Monitoring Pro-Active Support High Availability Hardware & Software Helpdesk Onsite Support itg CloudBase Pro-Active managed it support services for one single cost per month covers all aspects of

More information

IT Checklist. for Small Business INFORMATION TECHNOLOGY & MANAGEMENT INTRODUCTION CHECKLIST

IT Checklist. for Small Business INFORMATION TECHNOLOGY & MANAGEMENT INTRODUCTION CHECKLIST INFORMATION TECHNOLOGY & MANAGEMENT IT Checklist INTRODUCTION A small business is unlikely to have a dedicated IT Department or Help Desk. But all the tasks that a large organization requires of its IT

More information

Arinda Technical Support Agreement

Arinda Technical Support Agreement Arinda Technical Support Agreement THIS AGREEMENT is made between Bigscreensound Pty Limited ABN 23 149 017 130trading as Arinda Internet ( Arinda ) and its clients and customers ( the Client ). 1. General

More information

AllianceIT Managed Services

AllianceIT Managed Services AllianceIT Managed Services confidence predictability productivity focus Uncertainty is a business killer. To be successful, companies have to know that their critical IT systems will be available on demand

More information

SCOPE OF SERVICE Hosted Cloud Storage Service: Scope of Service

SCOPE OF SERVICE Hosted Cloud Storage Service: Scope of Service Hosted Cloud Storage Service: Scope of Service 1. Definitions 1.1 For the purposes of this Schedule: Access Account is an End User account with Data Storage requiring authentication via a username and

More information

HOSTEDMIDEX.CO.UK. Additional services are also available according to Client specific plan configuration.

HOSTEDMIDEX.CO.UK. Additional services are also available according to Client specific plan configuration. HOSTEDMIDEX.CO.UK THIS SERVICE LEVEL AGREEMENT (SLA) DEFINES GUARANTEED SERVICE LEVELS PROVIDED TO CLIENT BY THE SUPPLIER. I. Service Definition Lanmark Technical Services Ltd trading as mailhosted.co.uk

More information

Best practices for operational excellence (SharePoint Server 2010)

Best practices for operational excellence (SharePoint Server 2010) Best practices for operational excellence (SharePoint Server 2010) Published: May 12, 2011 Microsoft SharePoint Server 2010 is used for a broad set of applications and solutions, either stand-alone or

More information

REDCENTRIC MANAGED SERVER SERVICE DEFINITION

REDCENTRIC MANAGED SERVER SERVICE DEFINITION REDCENTRIC MANAGED SERVER SERVICE DEFINITION SD062 V1.4 Issue Date 01 July 2014 1) OVERVIEW The Managed Server service (MSS) provides access to Redcentric s 24x7 support capability, technical skills and

More information

Services Agreement. Rev 12/10/08 TC v08 1

Services Agreement. Rev 12/10/08 TC v08 1 Services Agreement This Agreement is entered into by, herein referred to as Client, and Computer Crews, a Colorado Corporation, hereinafter referred to as Service Provider. The Parties agree as follows:

More information

Advanced Diploma In Hardware, Networking & Server Configuration

Advanced Diploma In Hardware, Networking & Server Configuration Advanced Diploma In Hardware, Networking & Server Configuration Who should do this course? This course is meant for those persons who have a dream of getting job based on Computer Hardware, Networking

More information

HELPDESK & SERVER MONITORING. Helpdesk HOURS OF COVER KEY FEATURES

HELPDESK & SERVER MONITORING. Helpdesk HOURS OF COVER KEY FEATURES HELPDESK & SERVER MONITORING Organisations are under pressure to implement efficient, reliable and cost effective helpdesk And server monitoring service solutions. Our Helpdesk & Server Monitoring services

More information

SAAS MADE EASY: SERVICE LEVEL AGREEMENT

SAAS MADE EASY: SERVICE LEVEL AGREEMENT SAAS MADE EASY: SERVICE LEVEL AGREEMENT THIS SERVICE LEVEL AGREEMENT DEFINES THE SERVICE LEVELS PROVIDED TO YOU BY THE COMPANY ( SaaS Made Easy ). Capitalized terms used herein but not otherwise defined

More information

Service Level Agreement: Support Services (Version 3.0)

Service Level Agreement: Support Services (Version 3.0) Service Level Agreement: Support Services (Version 3.0) This Service Level Agreement ("SLA") is attached to the Agreement (Number [ ]) entered into between Uniware Systems Limited ("Uniware") and the Customer

More information

Supporting SUCCESS. premier. computers. Your

Supporting SUCCESS. premier. computers. Your Supporting Your SUCCESS premier computers We are your IT department. We re a team of friendly engineers based in Southend on Sea, and we love technology. We realise you might not, and that s why we re

More information

Service Specification. ICT Support 2014/2015

Service Specification. ICT Support 2014/2015 Service Specification ICT Support 2014/2015 1 Contents: ICT Service Specification... 3 Contract Options... 3 Additional Consultancy Days... 5 ICT Projects... 5 Service Desk Service... 7 Service Desk Priority

More information

IT Onsite Service Contract Proposal. For. <> Ltd

IT Onsite Service Contract Proposal. For. <<Customer>> Ltd IT Onsite Service Contract Proposal For Ltd 1 of 14 I N T R O D U C T I O N This Service Contract for Onsite Deskside PC Support (this Service Contract ) is made effective as of February 5th,

More information

Call us today 1300 724 599. Managed IT Services. Proactive, flexible and affordable

Call us today 1300 724 599. Managed IT Services. Proactive, flexible and affordable Call us today 1300 724 599 Managed IT Services Proactive, flexible and affordable We believe technology is at its best when it s invisible. When you can focus on the task you are achieving, not the technology

More information

ManageEngine Desktop Central Training

ManageEngine Desktop Central Training ManageEngine Desktop Central Training Course Objectives Who Should Attend Course Agenda Course Objectives Desktop Central training helps you IT staff learn the features offered by Desktop Central and to

More information

Our Customer Relationship Agreement IINET VDSL2 SERVICE DESCRIPTION

Our Customer Relationship Agreement IINET VDSL2 SERVICE DESCRIPTION Our Customer Relationship Agreement IINET VDSL2 SERVICE DESCRIPTION iinet Limited ACN 068 628 937 Phone: 13 22 58 Westnet Pty Ltd ACN 086 416 908 Phone: 1300 786 068 1/502 Hay Street, Subiaco WA 6008 20

More information

Introduction to Microsoft Small Business Server

Introduction to Microsoft Small Business Server Summary The aim of this article is to present some basic information about Small Business Server 2003 and how it can fit in with your business. Topics What is Small Business Server? (also known as SBS)

More information

Karen Winter Service Manager Schools and Traded Services 01823 355267 KWinter@somerset.gov.uk

Karen Winter Service Manager Schools and Traded Services 01823 355267 KWinter@somerset.gov.uk Somerset Services to Education Providers 2014-2015 SOUTHWEST ONE TECHNOLOGY SERVICES Service Provider: Southwest One Service Category: Academy Schools - Chargeable Contact: Karen Winter Service Manager

More information

Managed Hosting Specific Terms and Conditions

Managed Hosting Specific Terms and Conditions Rev 1.3 01.09.10 1 DEFINITIONS These Specific Terms and Conditions are to be read in conjunction with our General Terms and Conditions of Supply. Where applicable, all definitions contained within these

More information

SafeMail April 2015. SafeMail Helping your business reach further with email hosted at UK based, ISO 27001, Tier 4 data centres.

SafeMail April 2015. SafeMail Helping your business reach further with email hosted at UK based, ISO 27001, Tier 4 data centres. SafeMail April 2015 Secure cloud solutions with guaranteed UK data sovereignty. SafeMail Helping your business reach further with email hosted at UK based, ISO 27001, Tier 4 data centres. Detailing the

More information

SaaS Service Level Agreement (SLA)

SaaS Service Level Agreement (SLA) SaaS Service Level Agreement (SLA) The purpose of this document is to define the Service Level Agreement (SLA) for the maintenance and support of the Hosting Service ( Service ). Service Level Agreements

More information

About Backing Up a Cisco Unity System

About Backing Up a Cisco Unity System CHAPTER 4 Introduction This chapter describes in general terms backing up a Cisco Unity system. When you back up a Cisco Unity server (and one or more Exchange servers) you need to consider the same issues

More information

Interact Intranet Version 7. Technical Requirements. August 2014. 2014 Interact

Interact Intranet Version 7. Technical Requirements. August 2014. 2014 Interact Interact Intranet Version 7 Technical Requirements August 2014 2014 Interact Definitions... 3 Licenses... 3 On-Premise... 3 Cloud... 3 Pulic Cloud... 3 Private Cloud... 3 Perpetual... 3 Self-Hosted...

More information

Ancero Backup & Disaster Recovery (BDR) Service Guide

Ancero Backup & Disaster Recovery (BDR) Service Guide Ancero Backup & Disaster Recovery (BDR) Service Guide Contents Service Overview... 3 Ancero Backup and Disaster Recovery... 3 Hardware Warranty... 3 Warranty Exclusions and Limitations... 3 Extended Hardware

More information

Cloud Hosting. Quick Guide 7/30/15. 2015 EarthLink. Trademarks are property of their respective owners. All rights reserved.

Cloud Hosting. Quick Guide 7/30/15. 2015 EarthLink. Trademarks are property of their respective owners. All rights reserved. Cloud Hosting Quick Guide 7/30/15 2015 EarthLink. Trademarks are property of their respective owners. All rights reserved. 2 Cloud Hosting Service Positioning INCREASE AGIILTY, REDUCE COMPLEXITY & COST

More information

GMS NETWORK BASIC PRODUCT SPECIFICATION 1. INTRODUCTION 2. SERVICE DEFINITION. 2.1 Service Overview. GMS Network Basic

GMS NETWORK BASIC PRODUCT SPECIFICATION 1. INTRODUCTION 2. SERVICE DEFINITION. 2.1 Service Overview. GMS Network Basic GMS NETWORK BASIC PRODUCT SPECIFICATION 1. INTRODUCTION This document contains product information for the GMS Network Basic Service. If you require more detailed technical information, please contact

More information

Lesson Plans Microsoft s Managing and Maintaining a Microsoft Windows Server 2003 Environment

Lesson Plans Microsoft s Managing and Maintaining a Microsoft Windows Server 2003 Environment Lesson Plans Microsoft s Managing and Maintaining a Microsoft Windows Server 2003 Environment (Exam 70-290) Table of Contents Table of Contents... 1 Course Overview... 2 Section 0-1: Introduction... 4

More information

MANAGED SERVICES ON DEMAND SERVICES BACKUP AND DISASTER RECOVERY CLOUD SERVICES HARDWARE AS A SERVICE. Exceed Best

MANAGED SERVICES ON DEMAND SERVICES BACKUP AND DISASTER RECOVERY CLOUD SERVICES HARDWARE AS A SERVICE. Exceed Best MANAGED SERVICES ON DEMAND SERVICES BACKUP AND DISASTER RECOVERY CLOUD SERVICES HARDWARE AS A SERVICE Avoid the capital investment required for maintaining and replacing your technology. Our Hardware as

More information

REDCENTRIC MANAGED BACKUP SERVICE SERVICE DEFINITION

REDCENTRIC MANAGED BACKUP SERVICE SERVICE DEFINITION REDCENTRIC MANAGED BACKUP SERVICE SERVICE DEFINITION SD003 V2.3 Issue Date 02 July 2014 1) SERVICE OVERVIEW The Managed Backup Service (MBS) is a streamlined alternative to traditional backup and restore

More information

Managed IT Services. Eliminating technology pains in small businesses

Managed IT Services. Eliminating technology pains in small businesses Eliminating technology pains in small businesses Having a complete IT department is not a viable solution for most small businesses, and very few small companies can afford to deploy even one permanent

More information

APPENDIX 1 PRODUCT SPECIFICATION

APPENDIX 1 PRODUCT SPECIFICATION APPENDIX 1 PRODUCT SPECIFICATION Product Specifications Voice System Maintenance Service 1. Introduction This document contains information describing the Voice System Maintenance Service. This document

More information