Support Contracts
 Techspert Data Services’ proactive maintenance services offer stability
and reliability to your organization’s technology investment and allow
us to provide you with outstanding service and support.
All our maintenance plans are designed to help protect your network
from outages, viruses, spyware and other malicious and unwanted software.
New viruses and malware are proliferating faster than ever and the
importance of maintaining up-to-date components cannot be understated.
Our technicians keep a close eye on the overall health of your digital
infrastructure. Your Windows PC’s and servers are kept clean and up-to-date
with Windows security patches, hot fixes, service packs (tailored to
your specific network), and anti-virus definitions. Also, we defrag
every hard drive on a scheduled basis depending on your preferences.
There are three levels of proactive support:
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Remote Proactive Maintenance
- Proactive Remote Monitoring of PC’s, Notebooks, and
Servers.
- Nightly/Daily AntiVirus scan.
- Nightly/Daily Hard Drive Defragmentation.
- +many other
- Standard billable rates and trip charges apply
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Enhanced Proactive Maintenance
- Includes the entire RPM package plus…
- Expert on-call technical support.
- Discounted hourly rates for onsite occurrences. Normal
trip charges apply.
- Limited support hours included (depends on no. of units
monitored).
- Remote control accessibility by many skilled
technicians for quicker issue resolution.
- Guaranteed Next Business Day onsite support, 4-hour
response for critical downtime.
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Comprehensive Proactive Maintenance
- Includes the entire ERPM package plus…
- Unlimited onsite support if remote resolution is unavailable.
- 2-hour response-time for any issue.
- Further discounted rates for onsite occurrences outside
the scope of this contract. Normal trip charges apply.
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With our EPM and CPM support packages you’ll expand your access for
technical support to all of our service staff which means quicker resolution
to issues at hand and provides for quick access to user PC’s or other
key components to offer the fastest and most reliable service available.
This is comprehensive managed services providing 24/7/365 protection.
Our Network Operation Center (NOC) will monitor all devices under contract
and alert you of any potential issues. These packages are designed
to detect problems while they’re small before they become potentially
catastrophic to your business productivity and profitability. All of
this for a fraction of the cost of one IT staff member commensurate
to your network’s complexity. Instead of one IT staff member, we offer
access to ALL our Technicians/Engineers for the quickest response and
resolution.
| Task
List (Servers) |
| Monitoring |
| 24x7 Monitoring & Verification |
| Server Availability Monitoring |
| Critical Service Monitoring |
| Event Log Monitoring |
| Backup Log Monitoring |
| Anti-Virus Log Monitoring |
| Response Time Monitoring |
| Performance Monitoring |
| Suggested Troubleshooting
Tips |
| Escalations and Notifications |
| Alarm Remediation |
| Triage, Troubleshooting & Resolution
of Alarms |
| Hardware
Maintenance |
| Server Health Checks |
| Patch Management |
| Patch Policy Configuration |
| Patch Deployment |
| Patch Troubleshooting & Remediation |
| Task
List (Workstations) |
| Monitoring (RPM,
EPM, CPM) |
| 24x7 Monitoring & Verification |
| Event Log Monitoring |
| Backup Log Monitoring |
| Anti-Virus Log Monitoring |
| Suggested Troubleshooting
Tips |
| Patch Management
(EPM, CPM) |
| Patch Policy Configuration |
| Patch Deployment |
| Patch Troubleshooting & Remediation |
| Hardware Maintenance
(CPM) |
| Scheduled Machine
Maintenance including dust elimination |
| PC/Laptop screen, keyboard, mouse
cleaning |
*Maintenance of existing equipment only. Additional PC’s,
laptops,
servers, equipment will be additional monthly charges.
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