Managed Network Support

In today's competitive business environment it is more important than ever that your IT systems stay up and running. Down time can drain profits from most businesses in a matter of hours. A recent study of a mid-sized business with 10 computers determined that each hour of down time costs an average of $200/hour for labor alone. The cost of lost customer opportunities and customer service can be over $2,000/hr!

Integrated Systems Solutions is now offering managed network support contracts to your organization maximize the return on your IT investment. These agreements are based on regular visits to perform preventative maintenance. "So many times we arrive to a system-down situation and recognize that the catastrophic event could have been avoided" says Jimmy Palacios, Director of Operations for our Infrastructure Group. "Most customers take a reactive approach to solving their IT needs. Validating the ability to restore from a tape backup takes minutes, yet 90% of businesses don't take the time to do it."

Focus on running your business, not IT support
Better manage and budget your IT costs
Reduced hourly rate for professional services
Keep your systems current with automatic updates, upgrades and anti-virus software
Proactive monitoring - identify problems before they happen
Managed services - we will manage resources related to your infrastructure as needed

Agreement Highlights

Services will be provided for each designated server/workstation 24hrs a day, 7 days a week. Remote Monitoring of all Servers including:

Status on all services (stop/start)
Hard Disk space used/available
Errors / Abnormal Events
Virus related Events
Application Terminations
Backup Success / Failures
Memory Usage
Performance Counters
Unknown application installations

Remote Monitoring of Workstations including:

Status on all services (stop/start)
Hard Disk space used/available
Memory Usage
Performance Counters
Virus related Events

Implementation of WSUS - An automated network software update service that keeps all network computers up to date with the latest Microsoft Patches.

Microsoft Licensing Audits / Tracking
Microsoft Security Patch Audits
Server / Workstation inventory reports

Contract Details

All contracts include the following components:

Email notification to a designated company representative based on monitored events.
Ticketing: Client can self administer their trouble tickets via the internet or phone call.
Travel Charges: Travel fees ($65 standard /$90 extended) will be incurred for all onsite visits consistent with Integrated Systems Solutions CSA Agreement (unless noted otherwise below.)

Contract Prerequisites
The following prerequisites must be met for all contracts:

Windows 2000 Server or better on all Servers.
Windows 2000 Professional or better on all Workstations.
Must own current corporate AV Solution.

Contract Type	Standard	Premium	Microsoft SQL Server
Hours	For system critical evernts, phone call follow-up to company designated representative within 2 hours.	For system critical evernts, phone call follow-up to company designated representative within 1 hour of event during normal business hours.	For system critical evernts, phone call follow-up to company designated representative within 1 hour of event during normal business hours.
Work Included	All consulting is included up to 14 hours per month. Time incurred beyond 14 hours will be billed at the reduced rate of $100/hr. (See pricing for server only contract options)	No additoinal consulting fees will be incurred unless tasks designated as a special project. All special projects will be billed at $100/hr.	Up to 8 hours of consulting time is included. Time incurred beyond 8 hours will be billed in accordance with Integrated Systems Solutions CSA Agreement at $100/hr. No additional consulting fees will be incurred unless task is designated as a special project. Special projects will be billed at the reduced rate of $100/hr.
Response Time	For system critical events, onsite response will be withing 4 hours. There will be no scheduled onsite visits. Onsite visits will be performed as necessary.	For system critical events, onsite response will be made within 2 hours**. There will be monthly scheduled onsite visits. Scheduled onsite visits will be performed on a monthly basis to apply necessaryh security updates/patches and resolve any open trouble ticket itens. Additionaly, scheduled upgrades will also be included.	For system critical events, remote response will be made within 1 hour. There will be monthly scheduled onsite visits. Scheduled onsite visits will be performed on a monthly basis to apply necessaryh security updates/patches and resolve any open trouble ticket itens. Additionaly, scheduled upgrades will also be included.
Reporting	Monthly reports will be generated showing issues resolved, resolutions and response times to issues.	Monthly reports will be generated showing issues resolved, resolutions and response times to issues.	Monthly reports will be generated showing issues resolved, resolutions and response times to issues.
* System critical systems are considered to be all servers ** After hours response time determined on a case by case basis
Pricing
Small Business Server environments (SBS or single server)	call or email for pricing If server only contract is purchased, support is limited to 7 hours. Support in excess of 7 hours will be billed at $100/hr.	Request pricing	Request pricing
Multiple Server Environments	call for pricing If server only contract is purchased, support is limited to 10 hours. Support in excess of 10 hours will be billed at $100/hr.
Workstations	call for pricing		not applicable

Terms:

Minimum agreement of 12 months.
After the 12 month period, contract is to be maintained on a month to month basis.
After the 12 month period, the contract can be terminated by either party for any reason with a 30 day notification term.
A termination fee equivalent to 3 months of the signed agreement for early terminations.
Contracts will be invoiced on a monthly basis.

All information provided herein is subject to change at any time without notice. For the specific terms of your coverage, please refer to your support contract.