Flat Fee IT Definitions

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Monitoring and Maintenance

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System audit/asset management:

Provides detailed and updated information about the managed computer. For example CPU type and speed, RAM and hard drive capacity, programs installed and software versions, and more. This information is limited to what Advanced Data’s software agent collects.

24/7 system monitoring:

Provides monitoring and reports on many aspects of the system. For example: system uptime, hard drive capacity, critical system components such as email or database monitoring.

Customer portal case management:

Provides an online web portal to submit, track, and view support tickets, projects, invoices, and company contacts.

Patch management:

Provides monitoring and tracking of Microsoft software updates as they are released and scheduling of appropriate times to install these important updates on your system. We also monitor to make sure all appropriate updates are installed in a timely manner.

Weekly maintenance tasks:

Provides routine checks and maintenance such as Hard Drive disk scans, defragmenting drives if needed, clearing temporary files, and flushing DNS caches to help improve system performance.

Quarterly preventative maintenance on servers:

For server based operating systems we will have a technician log onto the server and perform a maintenance check-up. Since every server is different the tasks will vary, system logs will be checked for errors, best practice analyzers will be run, specific server functions will be checked and verified, and a general maintenance schedule will be performed. This is performed each quarter for a total of 4 times a year.

Monthly preventative maintenance on servers:

Same as quarterly preventative maintenance however it is performed monthly for a total of 12 times each year.

Monthly onsite maintenance:

This is done in conjunction with the preventative maintenance. A technician will physically inspect the server to make sure everything is in good working order. Visual checks on hard drives, fans, power supplies, cabling, and an airflow check will be performed. We will also make sure that the ambient temperature is appropriate for the server. This is done monthly for a total of 12 times a year.

Quarterly onsite maintenance:

Same as monthly onsite maintenance however it is performed quarterly for a total of 4 times each year.

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Support

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8am-6pm Remote/Phone Support:

This provides access to our helpdesk which will provide phone support for computers that are covered under an active agreement. Many times our technician will remotely connect to the computer having the issue to solve the problem quicker. Our helpdesk is available from 8am to 6pm Monday through Friday. Any work performed outside of these hours will be billed at our time and a half rate unless another agreement covers that time. Time is measured in 15 minute increments.

8am-6pm Onsite Support Hours:

This provides access to Advanced Data technicians to perform onsite support for tickets. Onsite visits should be scheduled ahead of time. Our technicians are available from 8am to 6pm Monday through Friday. Any work performed outside of these hours will be billed at our time and a half rate unless another agreement covers that time. Time is measured in 1 hour increments.

After-Hours Support Hours:

This provides access to support outside of our normal business hours. This can be scheduled ahead of time, but if an emergency arises a message may be left on our after-hours support phone line. Time is measured in 1 hour increments

Best-effort Spare Device Swap for Servers:

This provides access to Advanced Data’s inventory of server equipment if one of your critical servers were to fail. We will provide a loaner server during the time your server is either being repaired or replaced. This is subject to our current inventory and equipment. We cannot guarantee that we will have a spare piece of equipment for your use, but will on a best-effort basis.

Enterprise-grade servers and OS included:

Advanced Data will provide enterprise grade hardware and Operating System software. This hardware and software will be maintained and supported by Advanced Data.

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Managed Security

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Local Firewall administration:

Provides change management of local firewall.

Antivirus Monitoring & Updating:

Provides monitoring and updates for existing Customer purchased Anti-virus software. Anti-virus software must be centrally managed from a server for this to be covered. Individual anti-virus installations that are not centrally managed will not be included.

Server Hard Drive Cloning (Onsite Only):

Provides disk based images of server hard drives. This allows the server to be restored in case of a complete hardware failure. We can also restore individual files and folders if needed.

Anti-virus Subscription & Software:

Provides enterprise grade anti-virus software for each managed computer. Anti-virus will be monitored and maintained by Advanced Data including updates and treat management.

Offsite Backup of Server Data – 25GB per server:

Provides 25GB of offsite storage per managed server. Backup software is installed to securely transmit selected data to Advanced Data’s secure offsite backup servers. All backup data is compressed and encrypted before it is transmitted offsite.

Onsite Network Backup Appliance Provided:

Provides an onsite backup appliance for storage of backup images. This computer is owned and maintained by Advanced Data. In the event of a server failure, backups can be restored from this device quickly to ensure business continuity.

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Administrative Services

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Yearly Network Audit and diagraming:

Provides a yearly discovery and audit of your entire network infrastructure. From this we document the network and create/provide a network diagram.

Yearly Service Provider audit and cost evaluation:

Provides a yearly review of service provider expenditures. We evaluate costs and make recommendations on changes if they are needed.

Quarterly IT Review Meeting:

Provides a review of the overall health of your IT infrastructure. We review several reports and discuss any outstanding issues, future projects or plans, anticipated growth and any feedback the customer has.

Monthly IT Review Meeting:

ame as Quarterly Review meeting, just performed monthly.

Annual IT Business Plan Meeting:

Provides an annual IT meeting to discuss and review the overall plan and needs of IT in general. This “Big Picture” meeting covers budgeting for future expenditures, creating/reviewing the 3-5 year IT plan, and a review of the last year.

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Network Management

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Uptime Monitoring/Alerting:

Provides monitoring and alerting of critical IT systems and servers. ISP Management: Provides documentation and change management for Internet Service Providers (ISP).

Router/Firewall Management:

Provides change management for local firewall and routers.

Switching Management:

Provides change management for local switches.

VPN Management:

Provides setup and management for VPN connections for secure remote access and point to point VPN’s between offices.

Anti-Spam Email Gateway:

Provides an account to Advanced Data’s Anti-spam gateway. This gateway provides spam filtering as well and virus filtering for email accounts. The number of email addresses covered is equal to the number of computers under management, any additional email addresses will be billed at our current spam filtering rate.

Best-effort Spare Device Swap:

is provides access to Advanced Data’s inventory of network equipment if one of your critical devices were to fail. We will provide a loaner piece of equipment during the time your equipment is either being repaired or replaced. This is subject to our current inventory and equipment. We cannot guarantee that we will have a spare piece of equipment for your use, but will on a best-effort basis.