Managed Service Plans

MANAGED SERVICE AGREEMENT PLAN

Your estimate(s) or invoice(s) should detail which items are included in your plan. Below is a table of the standard items included in our managed service agreement plans with the definitions. As technology is constantly improving, our solutions may be upgraded or changed, but we ensure any changes are for your future and best interest.

DEFINITIONS

On-Site Support. Technicians will report to your site as required for issues that cannot be resolved remotely. You may schedule on-site visits or meetings upon request. We may occasionally need to bring equipment to our office to run diagnostics or perform repair which also falls in this category of work.

After Hours/Weekend Support. On-Site or Remote Support that occurs outside of business hours.

Remote Support. Any support where we can remotely access your device and diagnose or perform repairs and troubleshoot. Usually, this means can be faster than on-site as it saves time on travel and we can pop in quickly and view errors or gather more information about a technical problem.

Remote Emergency Response Time. Remote support for emergencies requiring immediate assistance. Most all emergencies, we will attempt to resolve remotely first or review alerts to see if on-site assistance is required.

On-Site Emergency Response Time. Emergency support requiring a technician to appear on-site.

Remote Monitoring and Maintenance. Our workstation and server automated monitoring suites notify us based on criteria we define as important to assist us in proactively addressing issues in a timely manner or before they cause down time. These notifications can be as granular as when your printer tray is empty to a major network outage. We prioritize these management of these events based on the nature of the event.

Network Resource Monitoring. Our network monitoring solution notifies us based on criteria we define as important to assist us so that we are aware of network, Internet and other outages or conflicts so we can detect and resolve issues.

Automatic Problem Escalation and Resolution. Devices will have an agent installed that automatically checks in with us on a regular basis. Threshold levels are set, and we are notified when they are exceeded. Agent will report back with various amounts of information like error codes, disk and resource usage and much more. Not all service requests can be prevented, but we make our best effort to minimize break/fix support instances and ensure up time. Many events detected will automatically be repaired and if unable to complete successfully, a service ticket will be automatically created for a service technician to review and respond to the alert.

Off-Site Backup Management. We will provide and configure a local and offsite backup solution for servers to ensure critical data is backed up and available for restore in the event of any disaster. We will optimize backups and use VM imaging, when applicable to ensure backups can be restored as quickly possible. For large and/or critical databases, we may recommend a third-party backup appliance to optimize backup time and bandwidth usage. We will randomly test backups to ensure restore is working properly. Data overages for off-site backup storage space will be invoiced per gigabyte per month. Data restore, or appliance-based backup solutions may also have fees. You are responsible for the purchase of hardware for local backups to reside.

Data Backup Monitoring. Our automation agent will monitor if backup services fail and automatically attempt to restart them. Our system gets notifications if backups fail so we can look into and resolve any issues. We will randomly login and manually review backups and test a restore from time to time to ensure they are functioning.

Managed Antivirus Protection & Updates. We will provide an antivirus solution for each covered device on agreement. We monitor and are notified of any detections, failed scans, failures to update virus definitions, or PCs with protection disabled and may automatically repair or manually resolve issues.

Cyber Security Training for Employees. Your employees and/or staff members will be provided access if they have a company email account to perform annual cyber security training on latest threats and how to prevent them.

Windows OS Patch Management. Microsoft Windows updates and other third-party vendor patches will automatically be applied during a scheduled maintenance window on all applicable devices on agreement.

Secure Document & Password Management. We will maintain a secure portal with all of your vendor information, passwords, network configurations and more so that our employees have access to information when needed to provide updates, maintenance and other support services.

Secure Remote Access Solution. A remote access solution is installed on all covered devices to allow us to remote in your devices and perform work on-site may not be necessary. You may request to have remote access setup for your staff to access their own workstations at no additional charge.

Virus, Spyware & Malware Removal. If all of your equipment is covered under our support agreement and meets our best practices, we will clean any infections. You must not allow devices enter your company network that are not covered. Home laptops, mobile devices and other non-covered equipment should be on a segregated Guest Wifi Network.

Technology Business Reviews.  Our Customer Success Manager will meet with your management team to perform risk assessments and strategic planning. We will perform network audits so that we can work with you to align your environment to our best practices and recommendations to ensure you have the most optimal environment that supports greatest uptime and efficiency while prioritizing security.

Asset Tracking & Management. We will maintain inventory of network devices, applicable licensing, hardware serial numbers, models and other information. We may also be notified if new devices appear on your network or old devices are no longer connecting and contact your site champion to determine how to handle.

Dedicated Customer Success Manager. You will have a dedicated Customer Success Manager assigned to your account to address any issues concerns with our service and meet with you as needed or on regularly scheduled intervals to ensure we are providing the best service to you. He/she will be the liaison between your company and our technical team.

Vendor Management Services. Although, we do not develop the software you use, we do work with vendors regularly to get notified of patches and updates and request that you provide us contact information and/or add us to your account so we can efficiently work with your vendors as needed. We will maintain a database of this information, so we do not have to interfere with your work by having you dig up info or verify our arrangement every time we have to call or download an update.

 Add, Remove Users & Mailboxes. Creation of new users, disabling users and mailboxes and/or resetting of passwords and changing user permissions are included. We do request you have a form and policy in place so we can properly setup permissions to ensure appropriate access is given.

VOIP Telephony Support. Telephone Equipment is not directly covered on agreement; however, we will make our best effort to provide telephony management from changing individuals in hunt groups and changing user assignment of phones or resetting voicemail passwords or contacting equipment manufacture for support. Even if you did not purchase equipment from us, if it is from one of our supported manufacturers, we will do our best to assist.

Ordering and Replacing Warranty Parts. We will service and troubleshoot your hardware if it is purchased through us or meets our best practices (business class hardware less than 5 years old with support agreement in place). It is highly recommended to maintain current vendor service agreement or warranties on all critical network devices for best support and maintenance. Hardware troubleshooting for hardware purchased elsewhere or without a support agreement is a billable service.

Software Installation & Upgrades. If you have a support agreement in place with a software vendor, we will work with vendor to complete upgrades.

Installation of new workstations. Workstation installations and setup for existing users is included as long as requests are within reason. Does not include machines used to operate proprietary equipment. Workstations must be purchased through Sweetwater Technology Services, Inc. to qualify and be replacing an existing covered workstation.

ON-BOARDING

On-boarding. Our on-boarding process is a very detailed and intricate process and takes time to properly plan and complete. It’s just like if you hired a new employee. We have to learn your environment, what you have, how it’s configured, how you prefer to be contacted and much more, so we can provide the best support. We do not want create problems adding our solutions at once, so we look at each device individually and plan and schedule accordingly to ensure your equipment meets the minimum requirements and does not have conflicts. We want this process to be streamlined and go as smoothly as possible, but every customer is different so there is a lot of customizing. We will communicate with you along the way and keep you updated. One example to be aware of is our backup solution or antivirus software is not installed until we have properly learned your environment and verified there will not be conflicts. If you have immediate concerns that your backups are not running or a machine is not protected and would like this to be escalated, let your on-boarding team know.

OTHER/ADD-ONS

Although not required, we highly recommend pairing your managed service solution plan with these other options if they are suited for your business. The solutions as well as installation is a separate billed project or solution that is not included in our managed service plans.

Appliance-Based Backup. For businesses with critical data and downtime must be minimal, we recommend an appliance based backup device that allows you to temporarily function on device will work is performed on your server. Appliance will upload backups to the cloud.

Battery Backup/UPS. We strongly advise you to have battery backups to protect your critical equipment.

Compliance Solutions. Compliance, although overlooked by many IT companies and organizations, is a critical safeguard to any business. Compliance solutions for PCI, HIPAA or other regulators can not only protect your organization, but offer additional insurance policies and training to ensure your company is following security protocols as well as keep you accountable.

Cyber Security Package. We offer a package that includes dark web monitoring, which can produce passwords of your employees that have been compromised. You also receive ready to use security policies you can implement with your employees, weekly micro trainings to keep your staff informed about the latest security threats as well as phishing campaigns.

Mobile Device Management. If your employees access company data on mobile devices, it is recommended that we manage mobile devices as part of your agreement.

Office 365 Premium. A Microsoft suite of solutions (Word, Excel, PowerPoint, SharePoint, Skype, Corporate Email and more!) We highly recommend this optional solution which can be added to any agreement for an additional fee charged per user per month.

Office 365 Email + OneDrive Backup. If you have Office 365 subscription and backup a separate cloud hosted backup solution is recommended. Microsoft servers have a very reliable history and uptime. However, if an employee deletes files, email accounts or other information and it needs recovered, a backup solution for cloud services will be required.

SIEM. In response to increased compliance concerns and the need to protect against security breaches, SIEM collects and analyzes data and security alerts using a variety of security tools.

Spam Protection. Email protection for corporate email.

2-Factor. 2-Factor authentication is an extra layer of security we implement for email, domain and other logins to verify your access and prevent hackers from signing in as you. It may require an app on your phone or an email account to verify and therefore is not for everyone, especially if you don’t let your employees have phones at work! Depending on the nature of work you are in and your internal protocol, we recommend this for security reasons, but will work with each client on a one-on-one basis to determine if it will work for you.

VOIP Solutions. We offer state-of-the-art VOIP telephony solutions that include automatic call recording, toll-free numbers, text messaging, mobile apps to allow answering and making of business calls and much more!

Websites. We offer simple, user friendly affordable website builder plans to showcase your company online.