Proactive Performance
Program SLAs
The following are the basic components of the program.
They are designed to improve security, provide early failure warnings, reduce
downtime, and assist with capacity planning.
- 7x24 Monitoring of Server
Processes, Performance, Applications, Device Status, Event Logs.
- Server & Desktop
Maintenance Processes & Reporting.
- 7x24 Monitoring of Core Network
Equipment Availability.
- Analysis of Server Incidents
and Remote repair when feasible.
- Scheduled Desktop Maintenance
& Reporting (Customer must have unit powered on).
- 8x5 Business Day Response for
Monitored Alerts (excluding holidays).
- Begin analysis &
corrective actions within 15 minutes during normal business hours unless
the 7x24x365 response time upgrade is selected.
- Client update of incident
status – approximately 1 hour.
- Onsite service available in
approximately 8 Business hours or less.
- Expedited On site Service
available if mutually agreed upon.
- On Site Periodic Physical
Testing & Review.
- Asset Inventory and
Tracking.
- Capacity Trends of Key
Performance Indicators.
- Monthly Reporting of
Activities.
- Annual Management Review of
Equipment.
Additional
Options:
- 7x24 Response Upgrade
- Back Up Tape Pickup, Delivery
and Off Site Storage
- Disk-to-Disk backup, Hourly Backups,
Redundant Off Site Encrypted Storage, Virtual Server Functionality for
Rapid Recovery.
- Incident Based or Per Seat Help
Desk
- On Site and Special Project
Support