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Managed Service Program
You'd probably like your IT staff to:
- Keep a finger on the pulse of their network
- Respond to user issues in a timely manner
- Be proactive in managing issues and take care of them as they happen
- Provide guidance and advice on what to do and how to do it with respect to IT
Using a secure connection and state of the art monitoring technology, we will provide proactive maintenance, network monitoring of your server AND workstations, onsite and remote assistance for network and end user issues.
Network Systems Monitored - 24/7/365
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Servers, Firewalls, Routers, UPS, Backup Systems, Workstations |
x |
Reported Network Issues Documented and addressed |
x |
Workstation and Network
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Troubleshoot workstation hardware & approved software applications and printer problems |
x |
Monthly Antivirus, Patch, OS updates |
x |
Workstation hardware and approved application upgrades** |
x |
Printer installation † |
x |
Installation of hubs, bridges, troubleshoot hubs, bridges, cabling** |
x |
Server
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Event log administration and maintenance |
x |
User account maintenance including creation, deletion, password changes and policy, home directories, and login scripts |
x |
Email account maintenance including creation and deletion |
x |
Backup software administration and maintenance |
x |
Storage maintenance |
x |
Application service packs and patches |
x |
Operating system service packs and patches |
x |
BIOS and firmware upgrades (as part of regular maintenance) |
x |
Back-up Testing
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Partial Data restore testing once per quarter |
x |
Full Data restore testing once every 6 months |
x |
Support
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Business Hours centralized helpdesk support |
Unlimited |
Additional Business Hours Hourly Phone Support |
Unlimited |
One 4-hours onsite visit each month |
x |
Additional Business Hours Hourly Onsite Support (in scope requests) |
Unlimited |
Additional Business Hours Hourly Onsite Support (out of scope requests) |
x |
Emergency Hourly Support (remote or onsite) |
x |
Personal CTO
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Scheduled Quarterly/Semi-Annual IT Management Reviews |
x |
Develop & Maintain Technology Budget |
x |
Support Issue Priority Level – Average Response Time
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Priority 4 - Non-Critical/Scheduled |
Next visit |
Priority 3 - One user down with workaround |
2 bus day |
Priority 2 - One user down/no workaround or multi-users down/workaround |
1 bus day |
Priority 1 - Multiple users down – no workaround or executive down |
.5 bus day |
Managed Service Client Profiles
An association with 30 users depends on BEI as their internal IT staff using Managed Service. With agents installed on all their servers and desktops, we are constantly monitoring their network. Alerts come to the BEI helpdesk and allow us to solve most problems before the users notice an issue. We are onsite at their office twice a month (unless required to be there more often), deliver Quarterly Business Reviews once per quarter, answer questions and deal with issues from our HelpDesk - all for a flat fee per month.
A financial services firm of twenty end users has hired BEI to serve as their IT department. Access to online services is critical to their business, as is having a reliable backup. Using Managed Services, they are confident in their network's reliability and in BEI's ability to respond quickly.
A non-profit institution of 55 users has depended on BEI for years to plan and execute their IT network strategy. A recent convert to Managed Services, they are very happy with the Monday - Friday, 8:30am - 5:30pm coverage - and love the fact that they can budget for a flat fee per month.
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