Provided Services :
Our basic outsourcing package provides the following features:
Workstation and Laptop Computer Software Support
Workstation and Laptop computer support will be provided for Windows98, Windows ME, Windows 2000, and Windows XP. The customer will designate Computers to be covered by a computer identification name. A predetermined number of computers can be designated for support.
Workstation and Laptop Computer Hardware Support
Hardware support is provided to resolve computer hardware problems on any of the customers designated workstations and laptop computers.
Server Support
Server support will be provided for hardware and software, including the operating system and any backup software and peripherals attached to the server
Network Support
Network support includes wired connections, wireless connections, computers connected to the network, network security, network routers, switches, modems and hubs. Support of the network patch panel is not included.
Internet Support
Connection to the Internet up to the ISP service area is supported. This includes Internet support for all computers and servers connected to the network, requiring Internet access.
Backup Administration
Server based backups will be provided at regular intervals. Workstation and Laptop backups are not included under this agreement. Users can store critical files on the corporate server to ensure their files are being backed up.
Virus Eradication
Virus Eradication includes the maintenance and updates of virus software files on all workstations and laptops designated in the Workstation and Laptop Computer Software Support section of this document.
Allotted Hours of Support
The basic outsourcing service allows up to 20 hours of coverage per calendar month. Alternate plans are available to provide additional support hours. Designated onsite support hours will be determined based on a mutual proposal of time and location. A support request process will be implemented at each location. The request process will be agreed upon and documented and appended to this proposal. Weekly support hour reports will be provided to designated management personnel. This report will include the number of hours utilized and the support coverage's provided, including which end-users utilized support services. When support coverage exceeds 20 hours per month, support coverage will be billed at a pre-negotiated hourly rate. Customer approval is required to provide support coverage after the 20 hours have been exceeded within one calendar month. Support coverage may be provided at an offsite location. Offsite support will be counted towards the allotted support hours. When support coverage is less than 20 hours per month, the underage hours are forfeited and will not be carried over to the next calendar month.
Preventive Maintenance
Routine Network Health and Security monitoring is conducted to identify potential future technical problems. When these problems are identified they are corrected without affecting the computer or network availability.
Support Service Level Proposal
Severity One - Technical problems that cause an interruption in computer service that affect all the agents/employees of the Servicee are designated as Severity One problems. The Servicor will respond to Severity One support problems within eight hours.
Severity Two - Technical problems that cause an interruption in service that affect less than two agents/employees of the Servicee are designated as Severity Two problems. The Servicor will respond to Severity Two support problems within 36 hours.
Severity Three - Technical problems that provide an inconvenience to agents/employees of the Servicee are designated as Severity Three problems. The Servicor will respond to Severity Three problems within 60 hours.
Hardware Purchases and Upgrades
Additional Hardware purchases and hardware upgrades are not covered under this proposal. Such services can be provided through a separate statement of work.
Term of Proposal
The term of each outsourcing arrangement is negotiable. Typical contract duration is 12 months with an automatic renewal for an additional 12 months.
For more information on IT Outsourcing, contact Mid-West Network Services.
