With our CompleteCare Maintenance Plan, all routine maintenance, remote support, in-shop and on-site services are included in the monthly plan fees. Each month, we will perform the required preventative maintenance on all systems to ensure optimum performance from your computer network. In addition, we proactively monitor your network with sophisticated software that will warn us of potential problems. This allows us to take action, often times repairing the issue before you even know that there is a problem. Lastly, this plan includes remote help desk support for the included systems.
In addition, all remote support, in-shop and on-site services performed during normal business hours are included in the plan price. All services performed after regular business hours are billed at the emergency service rates specified in the contract.
Normal business hours for contract customers: Monday – Friday from 8:00 AM to 5:00 PM.
Maintenance
Servers:
Included servers are maintained on a monthly basis. We review server event logs and alerts for errors and warnings. Proactive actions are then taken to remedy problems. Hard disk and controller firmware is evaluated for updates and applied if available. We also perform disk checks, cleanup and defrag. Antivirus & Security program integrity is assessed and verified.
Workstations & Laptops:
Workstations are maintained on a monthly basis. We review workstation event logs for errors and warnings. User’s input of workstation performance issues and other concerns are considered and resolved if possible. We perform disk checks, cleanup and defrag. Antimalware program integrity is assessed and verified. Windows Security Updates are applied. Computer dustings are performed if required.
Network Devices:
We review network device event logs and alerts for errors and warnings. Proactive actions are then taken to remedy problems. Network device firmware is evaluated for updates and applied if available. Internet Firewall logs, alerts, and errors are reviewed and firmware is updated if available.
Support
Remote Support:
Remote support services performed during normal business hours. Using specialized remote support technology, we connect to your computer via the internet and a 256-bit SSL encrypted connection to repair diagnose and repair your problems while you watch.
In-Shop & On-Site Support:
All labor performed at your office or our shop during normal business hours is covered under the CompleteCare Maintenance Plan.
Billable Support:
All services performed after regular business hours will be billed at the discounted hourly rate specified in your maintenance contract.
Parts & Materials:
Parts and materials are not covered under this plan. Any repair or upgrade requiring parts or materials will be quoted for approval. Once approved, the parts/materials will be billed on a separate invoice that is due upon receipt.
Monitoring
24×7 Network Health Monitoring
We monitor your mission critical servers and network equipment on a constant basis. Alerts and warnings are recorded and sent to our network engineers via email and SMS detailing server memory usage, CPU load, available disk space, power conditions and other critical network performance parameters. Network data backup, virus/spyware attacks, intrusion statistics and attempted attacks are also monitored. Clients using gateway security perimeter devices will also have their network bandwidth usage, top visited websites, web filter activity, and FTP activity monitored.