Levels of Managed IT Services
IT SERVICE OFFERINGS COMPARISON TABLE
| Service | VintageCare Unlimited Network Maintenance | VintageCare Plus Server Maintenance | VintageCare Break / Fix |
| Remote monitoring & automatic email alerts(Alerts 7 x 24 x 365 to include: Server stability, performance monitoring, update problems, Backup Exec completion, disk utilization and log alerts) | • | • | • |
| Backup services(7 x 24 x 365 Monitoring error codes produced by Symantec Backup Exec and its installed agents) | • | • | • |
| Virus protection services- monitoring codes produced by Symantec Endpoint Protection | • | • | • |
| Client notification of critical server alerts | • | • | • |
| Executive summary monthly report | • | • | • |
| Real time network asset tracking | • | • | • |
| Online custom client portal for Documentation | • | • | • |
| Online access to all client tickets | • | • | • |
| Manage and order license updates& warranty parts | • | For items purchasedfrom Vintage | For items purchased from Vintage |
| Detailed Account Briefings | Annually | Annually | Annually |
| Technical Consultations | • | hourly | hourly |
| Dedicated technical account manager | • | • | hourly |
| Help desk support | • | hourly | hourly |
| Remediation of Critical Alerts by Technician | • | hourly | hourly |
| Intelligent patch management for servers | • | hourly | hourly |
| Re-installation of software(same title & release) | • | hourly | hourly |
| Installation of new hardware for existing employees | • | hourly | hourly |
| Software patches | • | hourly | hourly |
| Replacing and/or removing users | • | hourly | hourly |
| Adding users | • | hourly | hourly |
| Network documentation | • | hourly | hourly |
| On-site engineering support | • | hourly | hourly |
| Hardware maintenance services(for equipment under manufacturer’s warranty) | • | hourly | hourly |
| Windows mobile device, iPhoneand Blackberry support | hourly unless monthly option is selected | hourly | hourly |
| Email services(Exchange or third party support) | • | hourly | hourly |
| Vendor management | • | hourly | hourly |
| Disaster Recovery Services for labor to rebuild network | hourly | hourly | hourly |
Backup Services
| Backup Services | VintageCare Unlimited Network Maintenance | VintageCare Plus Server Maintenance | VintageCare Break / Fix |
| Correct problems with backup software | • | hourly | hourly |
| Bi-monthly manual review of backupsto include testing partial restore of data | • | hourly | hourly |
| Restore available data from backup devices in the event of a disaster | • | hourly | hourly |
| Recovery of lost files | • | hourly | hourly |
| Recovery of individual emails | Included if client supplies Symantec Exchange agent | hourly | hourly |
| Recovery of individual SQL transactions | Included if client supplies Symantec SQL agent | hourly | hourly |
| Recovery of individual users | Included if client supplies Symantec AD agent | hourly | hourly |
| Daily Manual Backup Review | • | • | • |
Virus Protection
| Virus Protection Services | VintageCare Unlimited Network Maintenance | VintageCare Plus Server Maintenance | VintageCare Break / Fix |
| Correct problems with anti-virus software | • | hourly | hourly |
| Bi-monthly manual reviewof anti-virus software | • | hourly | hourly |
| Restore systems to virus free stateupon infestation of viruses | • | hourly | hourly |
Desktop Maintenance*
| Desktop Maintenance Services | VintageCare Unlimited Network Maintenance | VintageCare Plus Server Maintenance | VintageCare Break / Fix |
| Monthly: Install MS updates and patches | • | • | • |
| Monthly: Review for MS security patches | • | • | • |
| Daily: Audit scan to identify installed software | • | • | • |
| Daily: Secondary anti-virus scan | • | • | • |
| Daily: Scan and remove spyware | • | • | • |
| Daily: Run disk defragmentation and defragment disk if required | • | • | • |
| Daily: Clean temporary files from disk drives | • | • | • |
| Fast and easy remote connectivity for remote diagnostics and repair. | • | • | • |
* Requires Desktops to be connected to internet and powered on afterhours.
Service Upgrades
| Services | VintageCare Unlimited Network Maintenance | VintageCare Plus Server Maintenance | VintageCare Break / Fix |
| Unlimited Remote Help Desk for End Users | If Selected | N/A | N/A |
| Monthly intelligent patch management for servers | • | month/server | N/A |
| Monthly server maintenance checklist(To include: server maint. checklist, review of backups, review of anti-virus, and partial test restore) | • | 1stServer month/server Additional Servers month/server |
N/A |
| Asset reporting | Included upon request | server/report or desktop/report |
server/report or desktop/report |
| Images for key computer users | monthly/user | monthly/user | monthly/user |
| Spam filtering | monthly plus $1/email/month | monthly plus $1/email/month |
monthly plus $1/email/month |
| Off-site disk changes and vaulting (weekly) | monthly | monthly | monthly |
| Night & Weekend Business Critical Suport | monthly | monthly | N/A |
