ML-2
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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
- Spam Filtering
- 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
- Verify and Configure Back-up Routines(Daily back-up monitoring)
- Firewall Monitoring
- Virus Definition Updates
- Network Monitoring/Alerts
- Windows Event Monitoring/Alerts
- Customized Reports
- Remote Patch Management
- PC Remote Control/Remote Support
Bi-annual On-Site Audit and Network Tune-up
Twice a year we will come on-site to perform an extensive analysis of your network's trends, security, and performance, as well as to review your company's goals and technology issues with you. This bi-annual review will allow us to make specific recommendations for improving your network performance, office productivity, and help you plan and budget for future IT needs.
FREE Break-Fix Services during Normal Business Hours
SLA: 2-3 Days per Workstation / Same day for Server
Emergency Response Time
Emergency Response Fee
Remote and Phone Support per PC/Server = $20 per 15-Minute Increments: No Charge(N/C) During Normal Business Hours (NBH)
PC Remote Control/Remote Support
Complete PC Inventory and Configuration
Yearly review and planning meeting
A Preferred Client Discount of 15% on Standard Technical Support Rates
Virus Definition and Security Patch Updates
Customized Monthly Reports
Service Level Agreement (SLA)
- All requests will be ACKNOWLEDGED via phone or email 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): Same Business Day (8 - 5:30)
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): NLT Next Business Day (8 - 5:30) 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): 2 – 3 Business Days (8 - 5:30)
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): 3 - 5 Business Days (8 - 5:30)
Emergency Response Fee (applies to all categories) (OUT OF SCOPE OF ML-2 AGREEMENT):
ML-2 Clients may request Missing Link perform work faster than the SLA response times – THIS IS OUTSIDE THE SCOPE OF AN ML-2 AGREEMENT. This work will be performed if resources are available and will be billed at the Discounted Hourly Rate of $85 per hour (during NBH) or $100 per hour (outside NBH).
This is defined as Emergency Work and will be billed a MINIMUM of 2 HOURS.