Managed Services

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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

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