Managed Service Plan Overview
The primary goal of a Managed Service Plan (MSP) is to provide outsourced information system support at a significantly reduced rate. You will receive expert consulting services both proactively and reactively. The proactive role will help ensure the optimal amount of information system up-time. In the event of a network outage, Optimum Networking will troubleshoot quickly to restore your network services.
We have identified eight leading causes of I.T. support requests:
- Virus attacks
- Security breaches
- Poor software patch management
- Faulty back-up procedures
- Outdated operating system and equipment
- Lack of a proactive system maintenance program
- Loss of electrical power with improperly maintained power backups
- Lack of system configuration standards and proper documentation
Any combination of these causes can lead to permanent loss of data, system crashes, and increased support costs. Our Managed Service Plans address each of these support issues by utilizing a three-step process:
The first step is to perform a complete assessment of the current network, including a straightforward plan and budget to bring the systems up to a stable and reliable level of operation.
The second step is a proactive on-site support program that ensures your systems are properly maintained and documented with regularly scheduled visits by our systems engineers.
The third step is to provide remote management and support. We can securely monitor all aspects of your network on a minute-by-minute basis. By installing special software on your network, we can track connectivity, disk usage, data backup, virus software, desktops, and even printers. If an issue arises, we will notify you immediately and work to resolve the difficulty. We will also provide detailed monthly reports about your system.
The Advantages of a Managed Service Plan
The Managed Service Plan allows you to focus on your business’ core competencies while lowering I.T. costs. You are freed up to channel your efforts and energy into what you do best; running your business. Your I.T. costs will be more predictable and within budget.
Professional Services Included in an MSP
Initial Maintenance Performed:
- Create emergency contact list
- Install and configure remote monitoring and management software
- Install terminal services, or RDP services, for remote maintenance
- Provide functional systems review
- Evaluate and correct anti-virus related issues
- Evaluate tape backup system(s) and correct related issues
- Configure backup software to notify us concerning problems
- Create a detailed information system binder that includes:
- Network diagram
- Microsoft server equipment information to include hardware and software
- Microsoft server group/user list snapshot
- Microsoft server event log (application/security/system) snapshots
- Router and switch configuration/information (if access is authorized)
- Record firewall configuration/information
Proactive On-Site Support:
- Coordinate and work with appointed contact to discuss any I.T. related issues
- Prioritize a list of outstanding issues to resolve
- Resolve end user issues based upon agreed priority list
- Provide file server, desktop, laptop and PDA support
- Perform upgrades and troubleshooting
- Inspect data center equipment and environment
- Verify software compliancy on supported systems
Remote Management and Support:
- Utilize trouble tickets to track cases and provide customer service
- Provides daily tape backup review of logs and troubleshoots related issues
- Provide monthly detailed reports on the health of critical devices
- Provide firewall management