Program Highlights:

• Comprehensive support arrangements from proactive planning to first and second level support and an on-site support presence.
• Technology life-cycle planning, asset and vendor management, including procurement.
• Consolidation of support services for multi-vendor environments for end-to-end management of support issues.

Program Components:

24/7/365 real-time NOC-based monitoring of availability, performance, and predictive failure for all network devices and services.

Full-service helpdesk support for user issues. First- and second-level support and triage for third-level multi-vendor support issues. Automatic web ticket generation.

Scheduled and unscheduled remote and on-site maintenance and support. Response times up to 4-hour parts and/or labor on-site.

24/7/365 security management, resolution, and consulting, with regular reporting and threatalerts, including daily and on-demand reporting.

Asset management, including software license and hardware tracking, equipment life cycle management, equipment mix optimization, and tracking of non-IT equipment related costs such as power consumption, floor space, and asset utilization.

Budgeting and IT forecasting, including management of support and maintenance contracts to minimize and, ultimately, eliminate overage fees and T&M charges for out-of-date support contracts and out-of-scope engagements.

Patch management and deployment. Patching inventory and reporting.

Site assessment and critical review of network and related business workflows.

Customized SLAs.

Off-site backup to a hardened SAS70-certified data facility.

Assigned Technical Account Manager, including an on-site deployment.

Quarterly Virtual CIO consultation. Quarterly and fiscal year-end consultation, strategic planning, and budgeting sessions.