|
 |
 |
 |
| Phone Support (M-F 8am-6pm) Response Time |
|
< 4 Hrs |
< 2 Hrs |
| Emergency After Hours Support (6pm-8am MF, Sat/Sun) |
|
< 8 Hrs |
< 4 Hrs |
| Remote Control Support |
Basic |
Instant Servers |
Instant all |
| Monthly Reporting |
|
Summary |
Detailed |
| Online Case Management |
|
 |
|
| Software Patch Management |
|
|
|
| Backup System Monitoring |
|
|
|
| Service Availability Monitoring & Proactive
Repair |
|
|
|
| Online Asset Management |
|
|
|
| Online License Management |
|
|
|
| Automated Desktop Optimization & Management |
|
|
|
| Log File Maintenance |
|
|
|
| Scripting Automation Tools |
|
|
|
| IT Vendor Management/Purchasing Assistance |
|
Hourly |
|
| Annual IT Budgeting Assistance |
Hourly |
Hourly |
|
| Onsite Billing Minimum |
2 Hrs |
2 Hr |
1 Hr |
| Remote Billing Minimum |
.5 Hr |
.5 Hr |
.25 Hr |
