TISMA Managed Services

The Managed Services model provides value by focusing on a proactive verses reactive approach to IT Service Management. The Proactive approach will identify and resolve an issue before it creates an organizational impact. By monitoring network and servers Intelligent Solutions can provide Sundberg America an efficient, dependable infrastructure that will enhance services continuity throughout the organization.

Since the Managed Services model focuses on each component to achieve organizational continuity, the pricing model also focuses on each component. Network devices, servers and workstations are categorized, and each category is priced based on the level of monitoring, maintenance and support that is required to achieve organizational continuity.

Support & Monitoring  Services

1.  Network Monitoring – Company will provide continuous monitoring of the following: Customer’s server availability and load, error logs, performance, and drive space. Customer’s network devices at remote locations.
2. Maintenance and Optimization – Company will evaluate, configure, and maintain all Customer equipment and networks that are included in this agreement. Rebuilding / Investigation of Existing machines is covered by this agreement. Imaging of new machines is not.
3. End User Support – End User support is unlimited and will be provided by phone, email, or remotely. Users will have the ability to call, email, or enter tickets into our Helpdesk through the internet.
4. Response Time – End-User support will be provided by phone, email, or remotely within 3 hours of Customer’s request. In the event Company cannot resolve the issue without going to Customer’s facility, Company shall schedule such on-site visit within 2 business days of determination that such on-site visit is required. In the case of an emergency, onsite response time will be provided within 2 hours.
5. Patch Management – Company will monitor all Microsoft Servers as well as other applications that are purchased and installed by Company to ensure that each are up to date with all security patches and updates.
6. Liaison with ISP, Hardware, and Software Vendors – Company will communicate directly with all vendors for equipment and/or software relating to equipment supported under this agreement.
7. Ordering Warranty Parts (labor only) – Company will regularly review all software and hardware maintained by Customer (software and hardware) and renew such licenses, upon approval of Customer.