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NetCare Service Plans Comparison Chart
All plans are monitored 24x7
Service Levels (Include)
A/V only
Associate
Partner
Executive
CIO
Base bundle price per month - 1 server and up to 10 pc's from
$33
$245
$375
$490
Additional per workstation from
$20
$30
$40
Additional per server from
$50
$70
$155
Additional Network Device (Firewall, router, switch, etc.) from
$5
$10
$15
Per Hour or Block Rate if not included
$85
$85
Time Factor
1
2
3
Guaranteed response time to techical problems
Maximum Remote response time
40 min
30 min
20 min
20 min
20 min
Onsite response if remote cannot resolve
2 hr
2 hr
1 hr
30 min
30 min
Initial Site Survey (27-Point Network Audit)
x
x
x
x
Support
Service availability monitoring (24x7)
x
O
x
x
x
Unlimited Remote control support (Normal Business Hours)
O
x
x
On-site support (Normal Business Hours)
O
O
x
Unlimited Help Desk Support (Normal Business Hours)
x
x
x
Server and PC Management Plan
x
x
New and Installed software supported
O
x
Features
Client management portal
O
O
x
x
x
Remotely access/control pc's
O
x
x
x
Additional features
Reporting
Monthly executive reporting via email
O
O
x
x
x
Quarterly onsite review and planning session
O
O
x
x
x
Asset reporting
x
x
x
License management
x
x
x
Network security
x
x
x
x
Data backups (customer provided hardware)
O
x
x
x
Virus Protection
x
x
x
x
x
Spam Filtering
O
O
x
x
x
Hardware integrity
x
x
x
System performance and trends
O
x
x
x
Overall network design and layout
O
x
x
Backup success and failures
O
O
x
x
Maintenance
Security monitoring
O
O
x
x
Event log monitoring
O
x
x
x
Performance monitoring
O
x
x
x
Patch management and upgrades
O
x
x
x
Antivirus/Antispyware updates
x
x
x
x
x
Detection and removal
x
x
x
x
x
Virus definition files
x
x
x
x
x
Manual Virus Removal (when nessesary)
O
O
x
Resolution of all issues uncovered by agent
x
x
Active support of all software issues
O
x
Software troubleshooting
x
x
Server
MS Exchange monitoring
x
x
x
x
MS Exchange maintenance and administration
x
x
x
SQL monitoring
x
x
O
x
SQL maintenanace and administration
x
O
x
Backup monitoring
x
x
x
x
Backup administration
x
x
x
UPS management
O
x
Remote Backup/Storage
O
x
Workstation
Oniste pc swap
x
x
Rebuild pc
x
x
diagnostics
x
x
x
Installation
Non Covered Software installation
O
x
Security
AntiVirus/AntiSpyware Software
x
O
x
x
x
Monitored Firewall(s)
O
x
x
Email and spam filtering
x
x
x
Server
Active Directory administration
x
x
x
DNS administration
x
x
x
DHCP administration
x
x
x
User account administration
x
x
x
File sharing permission administration
x
x
x
Security administration
x
x
x
Performance
Network optomization
x
x
x
Server traffic and load
O
x
x
Hardware integrity and reliability
x
x
Management
Policy development
O
O
x
list of
Policy templates
Business Continuity Planning
O
x
Budget development
O
x
Vendor Identification
O
x
Manage Technicians
O
x
Disaster Recovery
O
x
Year-End Technology Review
O
x
Vendor Liaison Services
O
x
Monthly On-Site Review:
Review general network performance
O
x
x
Review network documentation and make changes as necessary
x
x
x
Yearly On-Site Consultation:
Perform a full data restore to ensure back-ups are functioning properly
O
O
x
Discounts on Standard Technical Support Rates (out of contract
)
5%
5%
10%
15%
15%
* x indicates the item is included in plan
* o indicates the item is available in the plan for an additional cost
* blank indicates the item is not a standard feature of a plan but is available as a separate cost
