Business IT solutions that work for you

SummitCare

SummitCare - Intro – As needed support:

· Our monitoring agent is installed on each workstation and server.

· Pro-active support is not provided. Email alerts sent to Customer when designated events occur in Customer’s IT environment. Telephone support in the event a customer is not familiar with the specific alert is limited to defining the alert for the customer. Troubleshooting and resolution of alerts may be purchased by Customer as Point of Need Services.

· Performance/health reports are not provided with this level of support.

· All requests for Support (remote and onsite) will be billable at the current Point of Need rate.

· Response time does not fall within SLA guidelines. Requests will be answered within 24 hours of contact.

 

SummitCare - Auto: As needed support includes Anti-Virus subscription:

· Priced per device.

· This plan includes all services in the SummitCare - Intro details.

· Anti-Virus and patching is included at this level.

· All requests for Support (remote and onsite) will be billable at Point of Need rate.

· Response time does not fall within SLA guidelines. Requests will be answered within 24 hours of contact.

 

SummitCare - Gold: Includes the following support for Entitled Devices:

· 24x7x365 remote monitoring of Entitled Devices which may span desktops, servers, network devices and key applications.

· M-F 8-5 unlimited Service Desk support

· Telephone and remote support for IT infrastructure issues and remote diagnostic service.

· 24x7x365 management of critical applications including Microsoft Exchange, Microsoft SQL Server and Microsoft Active Directory along with other applications listed in Appendix A of the Managed Services Agreement.

· Remediation to resolve issues that have resulted in monitoring alerts.

· Vulnerability scanning of all Entitled Devices within Customer environment.

· Patch management of all Entitled Devices within Customer environment.

· Monthly reporting, including the following detail:

· Change management review summary; and

· Network & systems performance reports

· Annual assessment & planning sessions

· ESET Antivirus

· Asset inventory for Entitled Devices within Customer environment.

· Reduced Point of Need labor rate for projects that require more than 8 hours in a given month.

 

SummitCare - Platinum: Includes all SummitCare - Gold support and the following support for Entitled Devices:

· Unlimited On-Site Support services.

· Workstation backup service (requires adequate backup storage purchase)

· Quarterly assessment & planning sessions

· Reduced Point of Need labor rate for projects that require more than 8 hours in a given month.