|
Service Level |
Services Included |
| 1 |
Remote Monitoring |
| 2 |
All of Level 1
Patch Management for the Operating System, Anti-Virus,
Backup Software |
| 3 |
All of Level 2
Monthly Server Maintenance
|
| 4 |
All of Level 3
Help Desk Phone and Remote Diagnostic Support
|
| 5 |
All of Level 4
Managed Task Labor, On and Off Site
|
|
Service Electives |
Services Included |
| UPS |
Replace batteries or UPS
as needed
|
| LOB |
Add support for Line of Business (LOB) Software,
defined below. (Requires acceptance of Level 5 or higher
service)
|
| SBS |
Increase Server Management for Small Business Server
Components |
| EXG |
Increase Server Management for Exchange Server
Components |
| ISA |
Increase Server Management for Internet Security and
Acceleration Server Components |
| Terminal Services |
Increase Server Management for Terminal Services
Components |
| SQL |
Increase Server Management for SQL Server Components |
| Backup Monitor |
Add daily backup monitoring with fix/notify of problems |
| Server OS
U/G |
Labor required to upgrade OS |
| Server HW Rep. |
Labor required to upgrade hardware |
| NAS |
Decrease Server Management for Network Attached Storage
Server Components |
|
|
|
|
Level |
|
Description |
Frequency |
1 |
2 |
3 |
4 |
5 |
| Ensure that all server
services are running |
Daily/Hourly |
X |
X |
X |
X |
X |
| Monitor hard drive free space on servers |
Daily/Hourly |
X |
X |
X |
X |
X |
| Monthly reports of work
accomplished, work in progress, etc. |
Monthly |
X |
X |
X |
X |
X |
System monitoring
-Alert office manager to dangerous conditions
-Memory running low
-Hard drive showing sign of failure
-Hard drive running out of disk space
-Controllers losing interrupts
-Services
-Network Cards report unusual collision activity
|
Continuous |
X |
X |
X |
X |
X |
| Install Anti-Virus Patches |
As Needed |
|
X |
X |
X |
X |
| Install Backup Patches |
As Needed |
|
X |
X |
X |
X |
| Install Microsoft Service
Packs, Patches and Hot-fixes current as per company
policy |
Daily |
|
X |
X |
X |
X |
| Reboot servers if needed |
As Needed |
|
X |
X |
X |
X |
| Backup and Document Group
polices |
Monthly |
|
|
X |
X |
X |
| Backup event log files |
Monthly |
|
|
X |
X |
X |
| Backup ISA Settings |
Monthly |
|
|
X |
X |
X |
| Backup SBS Client Licensing |
Monthly |
|
|
X |
X |
X |
| Backup SQL settings |
Monthly |
|
|
X |
X |
X |
| Backup SSL Certificates |
Monthly |
|
|
X |
X |
X |
| Check event log of every
server and identify any potential issues |
Daily/Hourly |
|
|
X |
X |
X |
| Confirm that anti-virus virus definition auto
updates have occurred |
As Needed |
|
|
X |
X |
X |
| Document network settings |
Monthly |
|
|
X |
X |
X |
| Document software and hardware changes |
As Performed |
|
|
X |
X |
X |
| Review User Accounts |
Monthly |
|
|
X |
X |
X |
| Run defrag and chkdsk on all drives |
Monthly / As Needed |
|
|
X |
X |
X |
| Scheduled off time server
maintenance |
As Needed |
|
|
X |
X |
X |
| Test file restore |
Monthly |
|
|
X |
X |
X |
Help Desk Phone Support:
Supported Applications include:
- Windows Server 2000 and higher
- Windows SBS 2000 and higher
….
|
As Needed *3 |
|
|
|
X |
X |
| Clean and prune directory structure, keep efficient
and active |
Monthly |
|
|
|
|
X |
| Create new directories,
shares and security groups, new accounts, disable/delete
old accounts, manage account policies |
As Needed |
|
|
|
|
X |
| Determine logical directory structure, Implement,
MAP, and detail |
Revisit Monthly |
|
|
|
|
X |
| Educate and correct user
errors (deleted files, corrupted files, etc.) |
As Needed |
|
|
|
|
X |
| Exchange server management |
As Needed |
|
|
|
|
X |
| Exchange user/mailbox
management |
As Needed |
|
|
|
|
X |
| Install Anti-Virus Version Upgrades |
As Needed |
|
|
|
|
X |
| Install Backup Version
Upgrades |
As Needed |
|
|
|
|
X |
| Monitor active directory replication |
As Needed |
|
|
|
|
X |
| Monitor for unusual
activity among users |
Ongoing |
|
|
|
|
X |
| Monitor WINS replication |
As Needed |
|
|
|
|
X |
| Overall application disk
space management |
As Needed |
|
|
|
|
X |
| Permissions and file system management |
As Needed |
|
|
|
|
X |
| Repair Server hardware
problems |
As Needed |
|
|
|
|
X |
| Restore Files as needed |
As Needed |
|
|
|
|
X |
| Set up and change security
for users and applications |
As Needed |
|
|
|
|
X |
| Set up and maintain groups (accounting, admin,
printers, sales, warehouse, etc) |
As Needed |
|
|
|
|
X |
| Set up and Maintain Users |
As Needed |
|
|
|
|
X |
| Set up new users including login restrictions,
passwords, security, applications |
As Needed |
|
|
|
|
X |
| Setup and maintain Group
polices |
As Needed |
|
|
|
|
X |
| Setup and maintain needed scripts |
As Needed |
|
|
|
|
X |
| SQL server management |
As Needed |
|
|
|
|
X |
| Test Full System restore *2 |
Yearly |
|
|
|
|
X |
| Confirm that backup has
been performed on a daily basis |
Daily *1 |
|
|
|
|
|
| Full Server Hardware Replacement |
As Needed |
|
|
|
|
|
| Install Microsoft OS
Version Upgrades |
As Needed |
|
|
|
|
|
| ISA server management |
As Needed |
|
|
|
|
|