* Qualified and current Anti-Virus software required for all service plans. Anti-Spyware protection is included in all service plans.
1. SAAZ Technology Platform: This is an agent based system that runs routine monitoring checks and scheduled jobs.
2. Monitoring, analysis, alert and escalation of ICS's monitoring policies: ICS has compiled a list of “Best Practices” for supporting server systems. These monitoring policies are automatically applied to servers after a system analysis.
3. 24x7 NOC Monitoring Team: Monitors incoming server alerts and event logs, which are analyzed and cross referenced against our internal database. Steps to resolution are escalated to the Partner for remediation. This team does not have access to remote control server machines.
4. Critical Alert Notification: NOC Teams notifies customer via an escalation matrix for issues directly affecting end users. (E.g. Server or network device down, Exchange failure, Active Directory failures, etc.) Escalation points are contacted via phone and email.
5. SNMP & POSIX Monitoring: The SAAZ server agent is able to remotely monitor and report SNMP information to the ITSupport Portal. (E.g. Device status, interface monitoring, % of errors, % of discards, port utilization. CPU utilization and Free MB of memory for supported devices.) POSIX provides performance monitoring for Linux Red Hat.
6. 24x7 NOC Remote Support Team: This team remediates critical server alerts and event log issues raised by the 24x7 NOC Monitoring Team(4). Issues worked via remote access.
7. 24x7 NOC Service Request Team: This team handles inbound services requests. (e.g. Exchange DB defrag, SQL maintenance, moving log files, server drive defrags, perform check disk, review Event Log for issues). This team works via remote access to server machines.
8. 24x7 NOC Preventative Maintenance Team (Clients): This team monitors and maintains preventative maintenance activities on clients (Anti-Virus, Anti-Spyware and Security Patch Management). This team does not perform Anti-Virus installations/un-installations.
9. US-based Help Desk Team: This team is comprised of L1 and L2 engineers who specialize in troubleshooting client and server applications and operating systems. The US-based Help Desk Team responds to incoming client requests by phone or emails.
10. Business Hour Support: 8:00am –10:00pm Eastern Time, Monday through Friday. Holiday schedule may vary.
11. Extended On-call Business Hour Support: 10:00pm – 8:00am Eastern Time, Monday through Friday and all day Saturday and Sunday. Extended On-Call Support are phone calls only initially handled by a call answering service. The answering service informs the on-call help desk technician who then contacts the client.
12. Analysis and remediation of ICS's monitoring policies: ICS has compiled a list of “Best Practices” for supporting server systems. These monitoring policies are automatically applied to servers after a system analysis.
13. Extensive Support: Technical support, remote and onsite, Add/remove Windows and email users, file permissions settings and more, Windows patch and update management, Endpoint monitoring and alerts; Antivirus/Antispyware, hard drive capacity, printers, Error logs, router/firewall, web site, Email, backup errors, network services, more, Computer performance monitoring and reporting, Microsoft Baseline Security checks and reports, Security open port testing, Mobile Phone email configuration, Network connectivity, Internal VoIP phone network connectivity, Copier and printer network connectivity, Preventive computer maintenance, Develop and maintain a Network Log, Backup system installation and documentation, Periodic backup restore testing, Computer system consulting, Computer needs assessment, Computer inventory services, Router/firewall firmware updates, VPN and remote access install/maintenance, Uninterrupted Power Supply (UPS) support. Typical UPS services are labor to replace batteries, diagnostics and troubleshooting.
14. Router/Firewall support: Firmware updates and configuration as needed.
15. Onsite Service (Server & Client): Item covered by this plan. Includes System Watch, System Support I & II plus; Add/remove Windows and email users, security open port testing, mobile phone email configuration, Internal VoIP phone network connectivity, copier and printer network connectivity, develop and maintain a Network Log, backup system installation and documentation, periodic backup restore testing, computer system consulting, computer needs assessment and VPN and remote access install/maintenance. No travel fees. Third party software support for; Microsoft, Sonicwall, Cisco, QuickBooks and some others.