General Service Level Agreement

Transcription

1 General Service Level Agreement Pricing We offer an unlimited Break / Fix for each device. Cost is below. Server Management = $199 / month per server Network Management = $199 / month per company Desktop Management = $50 / month per desktop Printer Management =$50 / month per printer After Hours Support $75 / hour Projects are based at $75 / hour Onsite Support $125 / hour (One Hour Minimum per visit) * Project Example: Customer wants NCHD to upgrade all servers from Server 2003 to Server This would be a project and not Break / Fix. Projects would be charged at an hourly rate. Hours of Operation Help desk Hours of Operation are 8 AM to 5:30 PM Pacific Time M-F. After 5:30 PM is considered after hours support. We will monitor your servers 24/7. Helpdesk Services All Workstations and Servers that are worked on during normal business hours on Low and Normal Priority Tickets are given unlimited support with no extra charges. Technicians will try their best to close out each ticket within the response time listed below. Customers shall be given 5 High Priority Tickets per month. After that each High Priority Ticket shall be charged $75 / hour per incident. All Help desk services are done remotely over the phone and Internet.

2 Ticketing System Each customer request must have a ticket created. This can be done by ing in or calling our help desk line. Listed below is the priority structure. 1. Ticket Submittal Priority Level Low Response Time is 2-4 Hours. Customer may agree on a time to have technician look at the problem. Higher Priority tickets will get attention first within the company. Example: Mary wants someone to show her how to change font sizes in Word. Priority Level Normal Response Time is 1-2 Hours. Technician might ask customer if they can work on the problem during the call. Example: Mary needs to find a file on the network. Priority Level High Response time is 0-30 minutes. Technician will remain on the line with the customer until qualified technician is available to assist. Customers Manager and Norcal Helpdesk Manager will be notified. Example: Exchange Server is not responding, or Network is down. Daily Duties and Responsibilities We will monitor all Servers and Workstations for the following: Disk Space Hacker Check Memory Usage Patches Anti virus is running and up to date Critical Events in the Event Log Services are running. Example: Print Service quit working. We will be notified and notify customer so they can print. Patching - This helps systems from getting hacked and my improve performance of each machine. Server Downtime ISP Downtime Anti-virus and Mal-ware Protection

3 We will provide an Anti-Virus System for each Server and Workstation. All other A/V's will be removed. We use a high tech Managed Anti Virus system which lets us know when systems are being hit by viruses. Device Bandwidth Monitoring and Web Protection Keep users safe and protect your business from web-based security threats. Our Web Protection delivers extensive, web security across your distributed workforce. Within minutes, your servers, PCs and laptops on the move, are protected from websites pushing malware, phishing sites, proxies, spyware and adware, botnets, and SPAM. Bandwidth Tracking Can Track all devices web usage and bandwidth usage. Site Blocking We can blacklist any site you like. We can setup times to allow or blacklist websites Website Maintenance We have an Website Expert on site that can make changes to your HTML, Wordpress, Joomla, or Drupal website. Each Company is given 1 hour of free web site maintenance. Each additional hour is billed at $75 / hour and you will be notified before hand before the hour is up. Asset Tracking We will track all systems Asset information for Windows Workstations and Servers. This includes the following: Summary of System. Make and Model Ram Installed Operating System Installed Operating System Serial Number Operating System Product Key IP Address Mac Address CPU Hardware Installed Details of all hardware installed Software Installed All software installed on each system Remote Control All systems will have Team Viewers Take Control system installed on them. This allows our technicians to be able to remote control into systems immediately and not cause any extra time

4 Reports with customers having to navigate to a website and try to install a remote control system. The system is 100% secure. We will you reports on a monthly basis Antivirus Reports Threat Report Shows What System and what virus it was protected against. Asset Tracking Client Inventory Report Summary of each System Software License check How many versions of each software is installed Web Protection Report All blocked and allowed Requests Bandwidth Usage Total Upload and Download 10 Most active devices (allowed / blocked requests) 10 Most visited Categories 10 most visited websites Web Security by device top 100 blocked urls web request by day top 100 visited websites web bandwidth by url Hardware Purchases Norcal Helpdesk does not sell hardware but we do have a rep at CDW that we can refer you to. We can create a company account and when your ready to buy the CDW rep will call for your credit card. Your also free to buy the products locally if you wish. Optional Services Backups (Optional) For a fee we can backup your systems offsite. Ask your sales rep about pricing. Example Setup: All Files in users c:\backups will be backed up on a daily basis. First backup is a Full Backup Each additional backup is Incremental as it only backs up the small changes to each file

5 Mobile Device Management for Android Devices (Optional) Our Mobile Device Management for Android Phones is state of the art. You can track the following: Device Details (Make / Model) Data Usage By Day per Month Phone Calls Incoming and Outgoing Duration Start Time and Date End Time and Date Serial Number Messages Phone number and Time GPS Location Carrier ICCID # IMEI # Network Carrier Wifi Mac Address If the phone is lost or stolen notify us and we can do the following: Lock Device Set Passcode Clear Passcode Remote Wipe it Web Hosting (optional) We can host your website on our Linux Servers. We will migrate your sites free of charge. Business Hosting is $10 / per month. We will monitor your url for uptime. Agreement To start services please back to sales@norcalhelpdesk.com Company Name: Number of Workstations: Manager Name: Number of Servers: Phone Number: Number of Android Devices: City: Networking Support: Yes / No

6 Address: Backup Users Home Directories: Yes / No Date: / / Signature: