ML-3
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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
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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 & 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
Quarterly On-Site Consultation
- Every three months 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 quarterly 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.
Monthly Network Tune Up
Every month a technician will come on-site and conduct a thorough audit and tune up of your network to:
- Test peripherals, such as UPS(s)
- Test a data restore to ensure back-ups are functioning properly
- Review network documentation and make changes as necessary
- Review routers, firewalls, switches for failure or problems
- Optimize server for maximum performance and reliability
FREE Break-Fix Services
FREE Unlimited Help Desk Support
- You and your employees can call anytime during business hours and speak to a technician about problems they are experiencing.
FREE Server Restore
- In the case of fire, flood, or other disaster, we will restore your server to its original state. (Labor only. Software and hardware costs are additional.)
A Preferred Client Discount of 15% on Non-Covered Technical Support:
- This includes network upgrades, special projects, or any other type of service we offer outside of this plan.
FREE Year-End Technology Review
- We help you plan how to use technology to increase productivity, cut costs, gain competitive advantages, and support your company's growth.
SLA: within 24 hrs. per workstation and within 2 hrs. per server
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Emergency Response Fee INCLUDE
Verify & Configure Back-up Routines
Virus Definition and Security Patch Updates
Virus REMOVAL and Cleaning
Creation of Acceptable Use Policy
Monthly Reports
Client Access to Virtual System Administrator
Unlimited Software Upgrades (labor only)
Spyware Monitoring and Removal
Adding and Removing Users
Vendor Liaison Services
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): Within 2 hours (24/7)
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): Same Calendar Day
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): Next Business Day (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): 2 – 3 Business Days (8 - 5:30)
Emergency Response Fee (applies to all categories) (OUT OF SCOPE OF ML-3 AGREEMENT):
ML-3 Clients may request Missing Link perform work faster than the SLA response times – THIS IS OUTSIDE THE SCOPE OF AN ML-3 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.
Plus, you will be covered under our 100% No-Hassle Guarantee: We are so confident in our 3-Links program that we are willing to back it up with a powerful guarantee that no other IT firm or consultant would dare to make:
If by chance your network goes down, if you get a virus, a hacker invasion, or any other problem that requires clean up and fixing, we will do all of the work necessary to restore your network back to full speed with no additional service fees to you.
Pricing Includes: $15% off for additional projects and consulting