SERVICES AND PACKAGES

Transcription

1 SERVICES AND PACKAGES FROM Information Technology Services Limited Main Company Contact PC EasyCare Customer Service Telephone: +1 (613)

2 Table of Contents Business, Administration, and Contact Information... 3 Introduction... 3 What is PC EasyCare?... 3 Speak With One of Our Representatives... 3 Privacy Policy... 3 Individual Services... 4 Unlimited Remote Technical Support... 4 Remote Maintenance... 4 Remote Asset Management... 4 Remote Disaster Recovery... 4 Locally... 4 Remotely... 4 Locally and Remotely... 4 Smartphone Disaster Recovery... 5 Onsite service... 5 IT Managed Services... 5 IT Managed Service Packages... 6 Base Services... 6 Bronze Packages... 6 Bronze Regular... 6 Bronze Cloud... 6 Bronze Hybrid-Cloud... 6 Silver Packages... 7 Silver Regular... 7 Silver Cloud... 7 Silver Hybrid-Cloud... 7 On-Call Service Add-on... 7 Gold Packages... 8 Gold Regular... 8 Gold Cloud... 8 Gold Hybrid-Cloud... 8 Price Comparison and Service Summary... 9 Individual Services... 9 IT Managed Services Price Comparison... 9 Software and Hardware Referral Program and Promotions One-Stop Shop P a g e 2

3 Business, Administration, and Contact Information Business Name: Business Type: PC EasyCare IT Services Limited Incorporated Telephone Number: +1 (613) Webmail: Physical and Postal Address: PC EasyCare IT Services Ltd. Suite O Connor Street Ottawa, Ontario, K1P 1A4 Canada Introduction What is PC EasyCare? PC EasyCare is an Information Technology Managed Services Provider (IT MSP) that offers a-la-carte and packaged IT Solutions that cater to businesses of all kinds; regardless of whether you are a start-up, growing, or well-established business. PC EasyCare offers Information Technology (IT) Solutions that grow with your business needs. Speak With One of Our Representatives To get the most out of PC EasyCare s services, feel free to schedule an appointment with one of our representatives in order to get all the details explained to you in plain English. We want to make sure you make the right decision, so let one of our tech-savvy representatives help you choose without having to put you through an IT training course. Privacy Policy At PC EasyCare, trust is a big component of our business. We want our customers to understand our high level of integrity and professionalism, and that we value your privacy and confidentiality just as much as you do. As such, PC EasyCare has a privacy policy in place that helps protect our customers from privacy and confidentiality infringement. PC EasyCare s privacy policy can be found online at P a g e 3

4 Individual Services Here we have a list of the individual services PC EasyCare has to offer, along with an explanation of each one. For more savings, check out our IT Managed Services Packages. Unlimited Remote Technical Support Customers of this service can have issues troubleshot on a reactive basis for common errors and general questions on a reactive basis. This means, when a problem arises, you send us a ticket through our ticketing system, and a Remote Technician will contact you shortly thereafter. Remote Maintenance This is a proactive service that works to prevent issues before they happen. This service comes with the following features: Free Anti-virus protection for the device that this service is purchased for. Regular Network Security Sweeps. Properly screened Software Updates. 24/7 Monitoring. Remote Asset Management This service keeps track of all hardware and software on the device that the service covers. This service comes in handy when doing the following: IT Inventory Tracking Software and Hardware Upgrades Hardware Repairs Remote Disaster Recovery This service is a preventative measure to ensure no major loss of information in case of a disaster. Disaster Recovery is available for Computers, and Smartphones, and is priced according to what kind of device is being supported as well as the method of Disaster Recovery being used. Some disaster recovery situations might require onsite service, which is a separate service on its own. Files can be backed-up and recovered in three ways: locally, remotely, as well as a combination of the two. Locally This offers quicker access to your data with network speeds depending only on your own local network and your files are secured on your own business premises. This requires you to have your own back-up server, to which your other business computers would store their back-up information. This service does not protect you against physical disasters (such as fires or local server hardware failure) that would occur at your business location. Remotely This offers a more secure offsite back-up method through PC EasyCare; so if anything happens to your office location, your files are still safe. This is also known as Cloud Disaster Recovery. Locally and Remotely This offers the benefits of both systems. This is also known as Hybrid-Cloud Disaster Recovery. P a g e 4

5 Smartphone Disaster Recovery Many businesses are going mobile. Many mobile devices, such as smartphones, are a great business asset, and can store sensitive information. What if a smartphone with that information were to be lost or stolen? Given the proper tools, even a locked smartphone could be unlocked by a skilled hacker, and you or one of your clients would have a great deal of confidential and contact information stolen. The threat of identity theft and exposed company secrets is a big problem in this case. Luckily, PC EasyCare has solution that can cover all cases involving a powered-on, GPS-enabled smartphones with a data plan that is connected to any service provider worldwide. The service works as long as our software is installed on your smartphone, and if your smartphone meets the aforementioned criteria. This means you can even switch service providers and our service will still work. PC EasyCare s Disaster Recovery program includes the following: Data Back-up and Recovery Phone Finder (to help find your lost or stolen phone). Phone Wipe (to delete all information from a lost or stolen phone). Onsite service Onsite service covers what remote services cannot, by having a technician visit the location with the problem computer or device. Typically, onsite service is more expensive than remote services, and is charged at an hourly rate. Minor break/fix jobs can start at around $40 per hour, while project work can start at an hourly rate of $50 per hour, or at a fixed project price based on estimated time and your budget. Costs for onsite service can be lowered when combined with remote services, due to less onsite technician time being spent on analysis and additional travel costs. IT Managed Services With PC EasyCare, our IT Team is your IT team. Instead of you having to manage your IT team, PC EasyCare manages it for you. This service comes included with project work that you might request. P a g e 5

6 IT Managed Service Packages Having PC EasyCare take care of all your IT services and their management means you can concentrate on your own business and have the peace of mind that your IT systems are in good hands. Doing this also saves you money, as our package deals cost far less than the separate services on their own. All packages include our base services. Using our packages allows PC EasyCare to reduce onsite service calls by using remote service to offer quicker and cheaper solutions where onsite service is not actually required. They are also more proactive than reactive, offering better productivity for your business by catching problems before the problems catch up to your business. Best of all, most of our remote services are completely unnoticeable to the client, as our technicians are able to work in the background without interrupting our users. Base Services IT Management Services Unlimited Remote Technical Support Remote Maintenance Remote Asset Management Bronze Packages Bronze Packages are based on a Service Level Agreement (SLA) of within 72 hours. This means that the turnaround time for a particular incident to be resolved would be within 72 hours; this is what we call our Bronze SLA. These packages are ideal for systems that you need but are not critical to your business operations to the point that you can be without them for a few days. Here is a list of different Bronze Packages based on which Disaster Recovery option you choose. Bronze Regular Base Services Local Disaster Recovery Bronze SLA (72 hours) Bronze Cloud Base Services Cloud Disaster Recovery Bronze SLA (72 hours) Bronze Hybrid-Cloud Base Services Hybrid-Cloud Disaster Recovery Bronze SLA (72 hours) P a g e 6

7 Silver Packages Silver Packages are based on a Service Level Agreement (SLA) of within 24 hours. This means that the turnaround time for a particular incident to be resolved would be within 24 hours; this is what we call our Silver SLA. These packages are for systems that are important to your business operations, but you can go without them for a day or so. Here is a list of different Silver Packages based on which Disaster Recovery option you choose. Silver Regular Base Services Local Disaster Recovery Silver SLA (24 hours) Silver Cloud Base Services Cloud Disaster Recovery Silver SLA (24 hours) Silver Hybrid-Cloud Base Services Hybrid-Cloud Disaster Recovery Silver SLA (24 hours) On-Call Service Add-on There is also an additional On-Call add-on to extend your service on any one of these packages to have afterhours on-call service included with it. P a g e 7

8 Gold Packages Gold Packages are based on a Service Level Agreement (SLA) of within 8 hours. This means that the turnaround time for a particular incident to be resolved would be within 8 hours; this is what we call our Gold SLA. These packages are for systems that are very important to your business operations, and you need them resolved within a few hours or as soon as possible. Gold Packages are typically what we would recommend for servers and other mission-critical systems. Here is a list of different Gold Packages based on which Disaster Recovery option you choose. Gold Regular Base Services Local Disaster Recovery Gold SLA (8 hours) On-Call Afterhours service Gold Cloud Base Services Cloud Disaster Recovery Gold SLA (8 hours) On-Call Afterhours service Gold Hybrid-Cloud Base Services Hybrid-Cloud Disaster Recovery Gold SLA (8 hours) On-Call Afterhours service P a g e 8

9 Price Comparison and Service Summary Here we have a comparison of each service and package available to you from PC EasyCare. As you will see, our package deals give you the best savings for your business. All prices for services other than onsite service are on a monthly per device basis. Legend Included Available as an add-on Not available Individual Services Price Service Bronze SLA Silver SLA Gold SLA Remote Maintenance $20 $30 $40 Disaster Recovery and Smartphone Disaster Recovery Local $15 $25 $35 Cloud $20 $30 $40 Hybrid Cloud $23 $33 $43 Unlimited Remote Assistance (not affected by SLA). $25 Remote Asset Management (not affected by SLA). $20 Onsite Service (starting price per hour per instance). $40 per hour $50 per hour $50 per hour IT Managed Services Price Comparison Bronze Package Silver Package Gold Package Local Cloud Hybrid Cloud Local Cloud Hybrid Cloud Local Cloud Hybrid Cloud Price (monthly per $35 $40 $43 $45 $50 $63 $70 $75 $78 device) IT Management Services Unlimited Remote Technical Support Remote Maintenance Remote Asset Management Disaster Recovery On-Call Afterhours Service Add $10 Add $10 Add $10 Service Response Time (in hours) Onsite Service Regular hourly rate (per call) Regular hourly rate (per call) 5% off Regular hourly rate (per call) Onsite service requires a minimum 24-hour notice to schedule the appropriate technician. As such, both Gold and Silver SLAs are the same regular rate and turn-around time when it comes to onsite service alone. P a g e 9

10 Software and Hardware PC EasyCare has the means to provide hardware and software to the client directly from our distributors. We do our best to maintain good connections with distributors in all major Canadian cities. If you require hardware to be sent to an area outside of a major Canadian city, we will do our best to ship the assessed hardware to your desired location. Software and software licenses are distributed and deployed via our Remote Deployment System. Hardware, software, and shipping costs are separate from our regular services and packages, but we will try to get the best price on the hardware and software you need. Referral Program and Promotions PC EasyCare will give your business 10% off its monthly invoice for 2 months upon you successfully referring another business that completes 4 months of service with PC EasyCare. Visit our web-site at for full details. You can also browse our website or us for current promotions. One-Stop Shop As you can see, PC EasyCare is the low-cost One-Stop Shop for all your IT Service needs. Our remote services make incident resolution quick, easy, and cheap, with preventative measures to keep your business productive. It also reduces the need for onsite service. Our IT Team is Your IT Team, complete with management staff that will keep on top of things for you, so you don t have to be concerned with the details. or call us now to find out more or to schedule a free complementary consultation with one of our representatives. Please allow up to 5 business days for shipping, as this will depend on the package s delivery location. Hardware must be paid for before it is sent to your location. P a g e 10