ML-1
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Initial Site Survey (27-Point Network Audit):
A senior engineer will come on-site to create initial network documentation, as well as audit your network for potential problem areas including:
- Network security
- Data back-ups
- Virus protection
- Anti-spyware
- Hardware integrity (check for pending failures)
- System performance and trends
- Overall network design and layout
Network Monitoring:
This 24/7 network monitoring service will allow us to watch every aspect of your network to detect and report problems before they escalate into downtime, data loss, or expensive repair issues. Some of the items we will monitor include:
- Server traffic and load
- Hardware integrity and reliability
- Storage space and availability
- Back-up success and failures
- Firewall Monitoring
- Virus Definition Updates
- Network Monitoring/Alerts
- Windows Event Monitoring/Alerts
- Customized Reports
- Remote Patch Management
- PC Remote Control/Remote Support
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Remote and Phone Support per PC/Server = $20 per 15-Minute Increments
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Virus Definition and Security Patch Updates
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Monthly Reports
PC Remote Control/Remote Support
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Service Level Agreement (SLA)
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All requests will be ACKNOWLEDGED via phone or e-mail within two (2) hours, during normal business hours. Afterwards, a ticket will be entered and classified as follows:
- CRITICAL -
any hardware or software failure which stops one or more persons from performing his or her primary work function. Initial Response (NOT guaranteed resolution): Next Business Day (NLT COB)
HIGH - any hardware or software error which seriously impedes a person or person’s workflow process but does not constitute a work stoppage. Initial Response (NOT guaranteed resolution): First Available
MEDIUM - work requested by a person or persons to install critical software updates, setup hardware for new employees, or for network administration tasks (adding employees, modifying mailboxes, etc) Initial Response (NOT guaranteed resolution): First Available
LOW - work requested by a person or persons to install non-critical software applications or updates, new or replacement hardware (not in the event of hardware failure) OR to troubleshoot/repair NON-MANAGED devices (defined as devices which are not capable of running the Missing Link Management Agent - Blackberries, etc) Initial Response (NOT guaranteed resolution): First Available
- Emergency Response Fee (applies to all categories) (OUT OF SCOPE OF ML-1 AGREEMENT): ML-1 Clients may request Missing Link perform work faster than the SLA response times – THIS IS OUTSIDE THE SCOPE OF AN ML-1 AGREEMENT. This work will be performed if resources are available and will be billed at the Discounted Hourly Rate of $100 per hour (during NBH) or $150 per hour (outside NBH). This is defined as Emergency Work and will be billed a MINIMUM of 2 HOURS.