| Category |
Service |
| All/Management |
Asset Tracking/Inventory |
|
Hardware, Software & License Procurement |
|
Quarterly CIO Planning & Budgeting Meeting |
|
Remote & Onsite Support |
|
Vendor/Third Party Management & Coordination |
|
Network Diagram/Mapping |
|
Network Surveys (copier installation, etc.) |
|
Local Backup Appliance/Standby |
|
Vendor/Partner Security Assessments |
| Exchange Server |
Connectivity & Mail Delivery Support |
|
Contacts, Distribution Groups & Resource Administration |
|
Mailbox Management |
|
Outlook Web Access Support & Administration |
|
Public Folder Administration |
|
SPAM Settings & Administration |
|
Advanced (Queue, Transport, Service Availability) Monitoring & Alerts |
|
Certificate Administration (SSL) for Outlook Web Access/Secure Transport |
|
Mail Transport Rules |
|
Message Flow Testing |
|
Service Pack Installation |
|
Compliance (Auditing & Retention) Management |
|
Database Availability Group Administration |
|
Hybrid On-Premise/Office 365 Management |
|
Scheduled Database Test Restores |
|
Unified Messaging (Voice) Administration |
| G Suite |
Connectivity & Mail Delivery Support |
|
Distribution Group Administration |
|
Google Drive Administration |
|
Mailbox/User Management |
|
Security Administration |
|
SPAM Settings & Administration |
|
App & Setting Administration |
|
Data Migration |
|
Device Management |
|
Google Talk Administration |
|
Mail Routing Rules |
|
Compliance (Auditing & Retention) Management |
|
Single Sign On (SSO) Administration |
|
Third Party Application/API Integration |
| Hypervisor Server |
Cloud Backup (Unlimited)* |
|
Hardware, Operating System & Virtualization Support |
|
Monitoring (Disk, Processor, RAM, Services, Backups, etc.) |
|
Patch Management |
|
UPS Support (Outage, Battery Replacement) |
|
Advanced Power Management (Scheduled Shutdowns, etc.) |
|
iSCSI/Fibre Channel Configuration & Maintenance |
|
Monthly Maintenance (Disk Defrag, Event Logs, Backup Coverage, etc.) |
|
Network Load Balancing Configuration & Maintenance |
|
Service Upgrades (Minor Version Updates) |
|
Virtual Image Recovery (From Backup) |
|
Bare Metal Recovery |
|
Hardware Additions, Installations & Replacements |
|
Service Additions & Major Version Updates |
|
Virtualization Failover Clustering |
| Line of Business Application |
Application Availability & Functionality Support |
|
Software Vendor Relationship Management |
|
User & Permission Management |
|
Cloud Backup of Application & Configuration (if applicable) |
|
Configuration & Installation Documentation |
|
Patch & Minor Version Updates |
|
Application Integration (with other systems/services) |
|
Major Version Upgrades |
| Managed Switch |
Basic (Uptime) Monitoring |
|
Outage/Slowness Resolution |
|
Advanced (SNMP) Monitoring & Alerts |
|
Firmware Updates |
|
VLAN & Port Maintenance |
|
Hardware Replacement (labor, not including hardware) |
|
QoS & Traffic Shaping |
|
Spanning Tree & Utilization Maintenance |
| Multifunction Printer (MFP) |
Basic (Uptime) Monitoring |
|
Network Shared Printer Administration |
|
Printing, Scanning & Copying Support |
|
Scan to Email Administration |
|
Advanced (SNMP) Monitoring & Alerts |
|
Firmware Updates |
|
User Quota Maintenance |
|
Hardware Replacement (labor, not including hardware) |
|
Leasing & Contract Review, Recommendation & Expiration Management |
| Network Attached Storage (NAS) |
Basic (Uptime) Monitoring |
|
Cloud Backup (Unlimited)* |
|
Hardware & Functionality Support |
|
Advanced (SNMP) Monitoring & Alerts |
|
Configuration Backups |
|
BIOS/Firmware Updates |
|
Hardware Additions & Replacement (labor, not including hardware) |
| Office 365 |
Connectivity & Mail Delivery Support |
|
Contacts, Distribution Groups & Resource Administration |
|
Mailbox Management |
|
Microsoft Relationship Management (outages, issue submission, etc.) |
|
Office Web Apps Support |
|
OneDrive for Business Administration |
|
Public Folder Administration |
|
Skype for Business Administration |
|
SPAM Settings & Administration |
|
Active Directory Integration |
|
Mail Transport Rules |
|
SharePoint Administration |
|
Third Party Application/Service Integration |
|
Website Administration |
|
Compliance (Auditing & Retention) Management |
|
Skype for Business Federation Administration |
|
Unified Messaging (Voice) Administration |
| Physical Server |
Active Directory/User Management |
|
Cloud Backup (Unlimited)* |
|
Hardware, Operating System & Service** Support |
|
Monitoring (Disk, Processor, RAM, Services, Backups, etc.) |
|
Patch Management |
|
UPS Support (Outage, Battery Replacement) |
|
Advanced Power Management (Scheduled Shutdowns, etc.) |
|
Certificate Administration (SSL) |
|
Data (Files, Folders, Databases) Recovery from Backup |
|
iSCSI/Fibre Channel Configuration & Maintenance |
|
Monthly Maintenance (Disk Defrag, Event Logs, Backup Coverage, etc.) |
|
Network Load Balancing Configuration & Maintenance |
|
Service Upgrades (Minor Version Updates) |
|
Bare Metal Recovery |
|
Hardware Additions, Installations & Replacements |
|
Server/Service Clustering |
|
Service Additions & Major Version Updates |
| Routers/Firewalls |
Basic (Uptime) Monitoring |
|
NAT & Firewall Policy Maintenance |
|
Outage/Performance Support |
|
Advanced (Syslog/SNMP) Monitoring & Alerts |
|
Configuration Backups |
|
Firmware Updates |
|
Bandwidth Monitoring |
|
Hardware Replacement (labor, not including hardware) |
|
Intrusion Detection |
|
QoS & Traffic Shaping |
|
Scheduled Penetration Testing |
| SAN/DAS Array |
Basic (Uptime) Monitoring |
|
Cloud Backup (Unlimited)* |
|
Hardware, Operating System & Availability Support |
|
Advanced (SNMP) Monitoring & Alerts |
|
Configuration Backups |
|
iSCSI/Fibre Channel Maintenance |
|
BIOS/Firmware Updates |
|
Hardware Additions & Replacement (labor, not including hardware) |
|
Hardware Volume Snapshot Maintenance |
| Smartphone/Tablet |
Account Configuration & Support |
|
Backup Configuration |
|
Email Profile Configuration & Support |
|
Hardware & OS (iOS, Android, Windows) Support |
|
Approved Business App Support |
|
Parental Controls/Restrictions |
|
Apps (Installation, Configuration & Support) |
|
Device Replacement (labor, not including hardware) |
|
Location Services (Find My Device, etc.) |
| SQL Server |
Access/Security Login Management |
|
Database Availability & Functionality Support |
|
Reporting Services Administration |
|
Custom Database Query Optimization |
|
Database Log Administration/Truncation |
|
Database Recovery (From Backup) |
|
Integration Services Job Administration |
|
Maintenance Plan Administration |
|
Performance Optimizations (Indexes, RAM, Disk Configuration, etc.) |
|
Service Pack Installation |
|
Third Party Application/Service Integration |
|
Log Shipping/Replication Administration |
|
Scheduled Database Test Restores |
| Virtual Server |
Active Directory/User Management |
|
Cloud Backup (Unlimited)* |
|
Hardware, Operating System & Service** Support |
|
Monitoring (Disk, Processor, RAM, Services, Backups, etc.) |
|
Patch Management |
|
Certificate Administration (SSL) |
|
Data (Files, Folders, Databases) Recovery from Backup |
|
Monthly Maintenance (Disk Defrag, Event Logs, Backup Coverage, etc.) |
|
Service Upgrades (Minor Version Updates) |
|
Service Additions & Major Version Updates |
|
Virtual Disaster Recovery (from Backup) |
| VoIP Phone |
Extension/Line Maintenance |
|
Hardware & Functionality Support |
|
Phone Provisioning |
|
Call Quality/Performance Support |
|
Firmware Updates |
|
Hardware Replacement (labor, not including hardware) |
|
Sidecar Maintenance |
| VoIP Server |
Call Routing (Inbound/Outbound) Maintenance |
|
Cloud Backup (Unlimited)* |
|
Extension/Voicemail Management |
|
Monitoring (Disk, Processor, RAM, Services, Backups, etc.) |
|
Telephony Service Provider (SIP, PRI) Management |
|
Automated Attendant Maintenance |
|
Call Group Maintenance (Queues, Groups, Paging) |
|
Call Quality/Performance Support |
|
Firmware/Operating System Updates |
|
Custom Routing & Extensions |
|
Hardware Additions & Replacement (labor, not including hardware) |
| VoIP Service (Cloud) |
Call Routing (Inbound/Outbound) Administration |
|
Extension/Voicemail Management |
|
Provider Management (service outages, issue submission, etc.) |
|
Automated Attendant Administration |
|
Call Group Maintenance (Queues, Groups, Paging) |
|
Call Quality/Performance Support |
|
Custom Routing & Extensions |
|
Third Party Application/Service Integration |
| VPN Concentrator |
Basic (Uptime) Monitoring |
|
Hardware, Operating System & Connectivity Support |
|
User Management & Licensing |
|
VPN Maintenance |
|
Active Directory Integration |
|
Advanced (SNMP) Monitoring & Alerts |
|
Firmware Updates |
|
Hardware Replacement (labor, not including hardware) |
| VPN Endpoint |
|
Basic (Uptime) Monitoring |
|
Hardware & Connectivity Support |
|
VPN Maintenance |
|
Advanced (SNMP) Monitoring & Alerts |
|
Firmware Updates |
|
Hardware Replacement (labor, not including hardware) |
| Wireless Access Point |
Basic (Uptime) Monitoring |
|
Outage/Performance Support |
|
SSID, Encryption & Mesh Maintenance |
|
Advanced (SNMP) Monitoring & Alerts |
|
Configuration Backups |
|
Firmware Updates |
|
Coverage, Channel & Utilization Maintenance |
|
Hardware Replacement (labor, not including hardware) |
|
Network Policy Server/Active Directory Authentication |
| Workgroup Printer |
Basic (Uptime) Monitoring |
|
Network Shared Printer Administration |
|
Printing Support |
|
Advanced (SNMP) Monitoring & Alerts |
|
Firmware Updates |
|
User Quota Maintenance |
|
Hardware Replacement (labor, not including hardware) |
| Workstation |
Approved Software Installation*** |
|
Cloud Security (Antispam, Antivirus, Web Protection) |
|
Hardware, Operating System & Software** Support |
|
Imaging Maintenance (Creation, Standardization, Updates) |
|
Malware Cleanup (no data loss) |
|
Monitoring (Disk, Processor, RAM, Services, Backups, etc.) |
|
Patch Management |
|
User Management (local workstation, non AD) |
|
Cloud Backup (Unlimited)* |
|
Cloud Email Archival (1 year) |
|
Data Recovery (from Backup) |
|
Performance Optimizations & Cleanup |
|
Software Upgrades (Minor Version Updates) |
|
Bare Metal Recovery |
|
Cloud Email Archival (30 year) |
|
Hardware Additions, Installations & Replacements |
|
Malware Data Reconstruction/Recovery |
|
Software Additions & Major Version Updates |
|
|
| * ‘Unlimited’ Cloud Backup as long as average selected backup size for all devices is not greater than |
| 1 TB per device |
| **Support for approved and already installed software/services only |
| ***Software installation for approved software & utilities only. Unapproved software will be |
| evaluated and installed after approval |
