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, losses of productivity... Are the computer systems you rely upon to run your business not working consistently and as expected? These distractions are unnecessary, time consuming and very expensive. > Consistent > Affordable At MyTech Solutions (MTS), we understand that businesses are constantly challenged by the task of managing the demands of business growth while coping with continuous technology challenges. Our focus is to keep your IT systems operational, available and secure so that you can focus on the everyday demands of expanding your business, managing costs and increasing revenues. We re here to help you realize the productivity gains and return on investment (ROI) you have been expecting from your computer systems all along. The Managed Information Technology Services from MTS consists of various service level offerings that provide affordable, proactive and reactive IT management and support to growing businesses. Utilizing our unique framework for providing managed IT services, MTS provides a range of services designed to optimize your technology investment and maximize the productivity of your people and business. This is possible through the use of a series of "Best Practices" that we have developed over years of collective experience. Best practices for tasks such as: Spyware Protection and Removal Virus Protection Disk Drive Analysis Security Patch Management Application Usage System Auditing Backup and Disaster Recovery User Policy Enforcement Best practices that are embodied in an automated state-of-the-art infrastructure that gives you immediate response time, access to resources and proactive solutions. Our technology expertise becomes your competitive advantage. It's not just about monitoring, that just lets you know something is wrong. And it s not just about remote access to your systems to troubleshoot issues. It's about a proactive preventative approach to IT systems management
Businesses are often shorthanded when it comes to fully leveraging technology, and are often frustrated because their IT staff is spending too much time simply keeping their IT systems up and running. They would prefer to be using their resources to perform more strategic tasks which can have a greater impact on their business rather than simply reacting to problems. Jeff kaplan, THINKstrategies, Automating and Optimizing Service Delivery Performance > Automated Services By maximizing the benefits of technology, daily, weekly and monthly IT tasks can be automated and scheduled to ensure all tasks are completed and reported consistently and without fail. As the tasks run, valuable data is gathered to spot trends and patterns which can be used to plan system changes or enhancements. This reduces or eliminates any impact on the business. Consistency creates reliability which results in predictable costs. How many times have you received a bill that you couldn't understand or begin to determine if it was justified? Consistency is the cornerstone of Managed IT Services Managed IT Services Features Site Assessment and Inventory Proactive Service Management and Status Reporting Best Practice Driven Automated and Reliable We keep you informed by providing regular communication and executive reports covering the overall health of your computer network and the results of our services. All communication and issues associated with your users and systems is tracked, reported and retained for analytical, historical and audit purposes. Managed IT Services Benefits Proactive VS reactive IT management Flexible Scheduling Security, Performance, Reliability, Consistency Cost Management and Control Managed Expansion and Growth Web based ticketing system for submittal of issues and related tasks Access to a staff of technical experts for you and your users
A proactive, preventative approach to IT management. Let MyTech Solutions help you realize the productivity gains and ROI you have been expecting from your computer systems all along. > Server and Workstation Services COMPREHENSIVE SERVER MANAGEMENT Our comprehensive server management keeps your servers running, available and secure. Server Service Level Program Security Patch Management SQL Server, Exchange, IIS, OS Virus Definition Management Backup Management Firmware Management Service Monitoring and Notification Event Log Monitoring Monthly Management Report Disaster Recovery Coverage MULTIPLE SERVICE LEVELS FOR WORKSTATION MANAGEMENT Our comprehensive Workstation services are designed to keep your systems and personnel productive. Each program provides varying levels of coverage based on user, desired results and budget without compromising quality. Basic Workstation Service Program Provides the basic services to keep the workstation secure and notify us of any imminent problems. Security Patch Management System Log Monitoring Virus Protection Management Spy ware Removal and Management Daily System Audits Monthly Management Report Computer Cleanup wizard Remote Control Premium Workstation Service Program The ultimate protection to keep critical workstations and users operational. Provides more advanced security measures for dealing with malicious threats, establishes baseline policies, asset tracking and changes, software rollout and upgrades and overall health of the workstation. Security Patch Management System Log Monitoring Virus Protection Management Spy ware Removal and Management Daily System Audits Monthly Management Report Computer Cleanup wizard Remote Control Security Log Monitoring Application Log Monitoring Application Installation and Change Notification Hardware Change Notification Application Deployment Asset Management/Warranty Notification Report Generation Bandwidth Usage Tracking Desktop Policy Enforcement Optional features End User Remote Control from anywhere www.mytech-soltions,net
Managed Information Technology Services > Traditional Onsite Services Comprehensive, Dedicated System Administration and Systems Monitoring Services Features Daily, weekly or monthly on site services On-site setup and ongoing maintenance of Windows OS-based workstations and servers and Networks Knowledge transfer to in-house administrators and end users Flexible packages with a wide range of task options Optional on-site hardware maintenance Network Documentation Benefits Increase efficiency: respond faster to problems and meet required service levels Maximize productivity: reduce your support workload with an on-site system expert Increase effectiveness: augment the skills of inhouse system administrators Realize value: reduce your cost of ownership Expert Management of your Microsoft Windows Systems Now you can maximize the productivity of your systems by augmenting your staff s skills with the expertise of our engineers. Through our On-Site System Administration services, one of our systems engineers will perform crucial system setup, administration, upgrade, and expansion tasks. If you choose, the engineer will perform hardware upgrades and maintenance. When appropriate, we ll also leverage the experience of our team of global technology engineers. Comprehensive, Customized Services with the flexible packaging options of On-Site System Administration services, you can purchase the services of an on-site engineer for a specified number of days to be used over the course of a year or a certain number of days per week for the entire year all the way up to full-time, five-day-a-week administration. Clients with a full service contract can take advantage of our Windows On-Site System Administration to schedule replacements for planned absences such as vacations. Your on-site engineer can perform any of these tasks: Install and configure new systems and users Perform basic system administration tasks such as disk management, space and memory allocation, operating system upgrades, and patch management Monitor the performance and availability of designated systems, proactively and reactively address problems, maintain a log of activities, and provide end-user administration services, including backup/restore Identify and correct problems in Windows operating system use and provide alternative solutions where necessary Assist with the allocation of system resources and operating system tuning and configuration Write scripts to automate necessary procedures such as backup applications Install and test any licensed software updates, releases, and patches provided by us and third parties Assist users with system operation, optimization, and debugging Conduct on-site tutoring in system features for users Provide periodic written and/or oral progress reports Perform error log monitoring, analysis, and resolution Assist in hardware failure determination and resolution Hardware maintenance as required by platform; diagnosis and repair of defective hardware by replacing parts; and installation of hardware upgrades and new systems Technology Assessments and
Choose the right support options for your business needs > Additional Services Basic Reactive Services MyTech Solutions also provides several Basic Reactive options utilizing Telephone, E-mail and Web based portals. Reactive plans can include just, Rapid Response or Traditional Onsite services. Level 1: by Phone, E-Mail or Web Portal An MTS support specialist will attempt to resolve the issue over the phone or by remote access to the site within the specifications of your SLA. If the issue cannot be resolved it will be escalated to level two support. Level 2: by Phone or E-Mail (Systems Engineer Assisted) An MTS Systems Engineer will attempt to resolve the issue over the phone or by remote access within the specifications of your SLA. If the issue cannot be resolved it will be escalated to level three onsite support. Level 3: for Onsite Services, Rapid Response Services, and Managed Services Depending on severity of the issue, an MTS systems engineer will be scheduled onsite within the specifications of your SLA and/or regular proactive maintenance schedule plan. If the issue still cannot be resolved it will be escalated to level four support. Level 4: Enhanced (Systems Engineer and Vendor ) An MTS engineer will utilize our enhanced support options that enable the engineers to get direct support from major vendors as well as a pool of diverse technical specific vendors or consultants. Premium Reactive Services Our Premium Reactive options are available for those businesses that want emergency onsite services. 8x5, 4 Hour, 8 hour and next business day response options Onsite or Remote capability
> Vendor Relations > Product > Certifications Vendor Relations Through business experience and technology expertise, MTS has the know-how to achieve effective knowledge management, deliver leading edge solutions and implement best business practices for our clients. With integrated solutions in place, our clients are able to produce stronger results, achieve competitive advantage and reap a lasting return on their investment. This is due to our partnership with our vendors. The Business Units which form the operating network of MTS and our Technology Partners have each developed a best of breed technology specialization and risen to the top of their fields. Through them, MTS holds several of the certificates for excellence and awards for achievement that the IT industry gives. As a result, MTS and their Technology Partners offers highly specialized IT services and the success of MTS is the result of continuously knowing what technology our clients need to be top competitors - and how to design, implement and support it. By combining vision, flexibility, adaptability, and responsiveness, MTS and the Technology Partners forms lasting relationships with clients as the best single-source IT partner. Regardless of a client s IT environment, MTS is able to design, implement and support superior Network, Software, Voice, Data, and Infrastructure solutions. Our engineering team consists of certified professionals who stay on top of the latest technologies and are experienced in a wide variety of network environments. MICROSOFT MSP, MCSE CISCO CCNA, CCDA, CCWFE, CCWSE SONICWALL CSSA NOVELL - CNA Our goal is to serve as your technology partner with a focus on providing solutions. By using a consultative approach to evaluate your business and technology needs, we can advise on the best solutions for your current and future needs
At MTS, we know that your support needs are as unique as your business. That s why we offer flexible plans that can be tailored to your specific support needs, and our fixed-fee approach allows you to select a support plan that won t break your budget > Flexible Plans FEATURES Workstation Management Service Plans Basic Premium Security Patch Management - Fully automated patch management. Scheduled daily security patch scans, patch deployment and history. System Log Monitoring Review of machine System logs to help ensure a working environment. Virus protection Monitoring Daily review of machine virus logs to help ensure a safe and virus-free networking environment. Spy Ware Removal and Management - Monitoring and remediation of Spy Ware Daily System Audits - Hardware and software audits Monthly Management Report - Computer Cleanup Wizard A collaboration of programs that run on machines during the night to fix/repair inaccuracies. Spyware management, Disk Defragmentation, Temp Files Cleanup, Virus Definitions management, Refresh of windows policies. Remote Control MTS can access your computers remotely from anywhere - securely and safely. Security Log Monitoring Daily review of machine security logs to help ensure safe and secure networking environment. Application Log Monitoring Daily review of machine application logs to help ensure safe and secure networking environment. Application Installation and Change Notification - Receive notifications if applications were installed. Hardware Change Notification - Receive notifications if there are any Hardware changes. Application Deployment - software installations and software updates. Asset management / Hardware Warranty Notification - Integrating seamlessly with the PC Inventory feature, manage your computing infrastructure with comprehensive scheduled LAN audits on the frequency you specify. Fully automated and always up-to-date. Integrated Reports - Comprehensive integrated management and operational reports. Customizable, always available. View online or export to HTML, Word or Excel. Application bandwidth monitoring - Discover if certain applications are compromising your system s performance by consuming more resources than necessary. Help Desk Submit tickets via the life preserver: Application problems, Windows Problems, Network issues, email issues, using your block of hours or as needed. End User Remote Control Enable your end users to securely access their managed computer from any computer via the Internet. Optional Optional MTS provides you with a single source of professional expertise and resources you need to streamline system management and support functions at an affordable price. MTS uses advanced processes, tools and methodologies, to deliver superior services that match your needs. You can choose from a variety of service plans that range from routine system maintenance and management to complete IT outsourcing. We will help you turn your data networks into an effective, efficient component of your growing business.
FEATURES Server Management Service Plans Basic 24/7 Monitoring - We monitor the performance of your servers and can alert you to potential problems before they turn into system failures. Our monitoring systems allow us to keep an eye on your system performance, drive space utilization, available memory, network interface and errors on your systems. Preventative Maintenance We ll keep your servers running at peak performance with scheduled maintenance including. Spyware management, Disk Defragmentation, Temp Files Cleanup, Refresh of windows policies. Patch Management - With Patch Management, we ll deploy critical operating system and software patches to keep your systems secure and compatible. Anti-Virus and Spyware Protection Monitoring Get peace of mind knowing that you re protected from malicious software that can destroy your data, degrade performance and compromise your security. Service Availability Monitoring and Reporting - We monitor the availability of all of your critical server services including DNS, DHCP, TS, SQL, Print, Exchange, IIS File Services and many others. Monthly Systems Management Report Remote Our network engineers are able to resolve most server issues remotely Network Device Monitoring - With Network Device Management, we will remotely manage your network equipment including switches, hubs, routers and firewalls. Optional Proactive Traditional Onsite Service Plans FEATURES 1XMONTH 2XMONTH 1XWEEK 2XWEEK DAILY Dedicated Onsite Engineer Software Installations Intra-Office Moves Onsite Application Onsite End User Onsite Hardware Hours 4 8 4 8 4 8 4 8 Monthly Total Call Call Call Call Call Call Call Call Call Additional Hourly Basic Reactive Service Plans FEATURES Premium Reactive Service Plans FEATURES Onsite Break/Fix support Emergency Remote support Help Desk 8x5 Phone support Emergency Onsite support Onsite training Emergency After Hours Onsite