Service Level Agreements (SLA)

Denver based Optimum Networking, Inc. provides professional IT Consulting services in the areas of data network design, network assessments, strategic planning, network integration projects, staff augmentation, and maintenance (proactive and reactive). Over the years, we have adopted a value add program called a Service Level Agreement (SLA). This program significantly benefits clients by providing ongoing technical support, technical management, documentation, priority service, and access to high-end professionals at a discounted rate.

To specifically meet the needs of our clients, we have developed a Custom Service Level Agreement (CSLA). This is a flexible and structured SLA to better meet the client's information technology needs. These various levels include our Copper, Bronze, Silver, Gold, and Platinum SLA.

As a Service Level Agreement Customer, you receive:

ACCESS TO HIGH-END PROFESSIONALS AT A DISCOUNTED RATE:
As a Service Level Agreement customer, you are acquiring a highly trained team of IT experts at a significant discount from our regular rates. Based on your individual needs, we will custom tailor a plan that fits your budget and gives you the greatest value for your money. Put our experience and knowledge to work for you!

NETWORK DESIGN SERVICES:
We will work closely with you to implement a computer network infrastructure that will be characterized by:

• Security
• Reliability
• Redundancy
• Flexibility
• Performance
• Scalability
• Entropy Prevention (Anti-Spam, Anti-Spyware, Anti-Virus)

REGULARLY SCHEDULED MAINTENANCE:
Your dedicated technician will make regular visits to check network performance, review backup logs, check security measures, apply updates, and address any concerns you may have. We will also (if requested) store a periodic backup tape in our fireproof safe for offsite storage to aid in disaster recovery.

STRATEGIC INFORMATION SYSTEM PLANNING & BUDGETING:
We can help your company leverage information technology and become more efficient, effective, and transform the way you do business! You will have a dedicated technician who will become familiar with your needs and desires and be able to provide knowledgeable advice. You will also have access to our team of specialists who can address technical issues at a high level of expertise. Working with you, we can develop a short-term and long-term budget to keep your information system up to date!

SYSTEM DOCUMENTATION:
We will provide complete and detailed network documentation and diagrams, functional system reviews, and a network assessment of the current network infrastructure. Based upon the results from network assessments and strategy meetings with you, we will make recommendations to keep your systems operational and reliable as your company grows and your needs change.

PRIORITY TECHNICAL SUPPORT:
Despite even the best preventive efforts, computer equipment and software can fail. In the event of problems with your infrastructure, you will have available:

• Live Help Desk
• After Hours Support
• Direct Access to Technicians via cell phone, Blackberry email, and pager

SPARE EQUIPMENT (LOANERS):
As needed, we have many common components that we can provide as loaners if you encounter hardware problems.

Often, data network based projects will be included in the CSLA and offered at the discounted rate. An example of network-based projects may include: Implementing Intrusion Detection and Prevention IDP System, Cisco PIX Firewall or Netscreen fail-over and Encryption implementation, VPN using IPSec on Firewall Appliance, Disaster Recovery Workup and Plan, Redundant Internet Connectivity, Web Server Load Balancing, Standardization Plan, Software Compliancy, Registering Network Equipment Maintenance, Evaluating CRM Software, Network Faxing Project, Wireless Technology Integration, Remote Access with Terminal Services (Citrix or Microsoft).

Additionally, Optimum Networking will provide real-time Remote Network Monitoring and Management during normal business hours (8:00 a.m. to 5:00 p.m. MST Monday through Friday) from our state-of-the-art Network Control Center (NCC) in Englewood Colorado. Our NCC contains sophisticated network equipment and network monitoring tools designed specifically for network management. In the event a network router or bridge should fail, or a data circuit goes down, our remote monitoring software will immediately issue an alarm in our NCC. Our on call engineer will evaluate the alarm and take appropriate action to resolve the issue. This may include opening a trouble ticket with the Local Exchange Carrier (LEC) or Internet Service Provider (ISP) and/or troubleshooting and replacing bad network hardware. As an additional value for SLA customers, some spare network equipment is available from Optimum Networking in emergency situations.

These functions comprise a comprehensive network management program that is proactive and designed to keep your network up and running.

We have served the Denver Metro and Colorado Front Range since 1995, which allows us to bring a wealth of experience and knowledge right to your door! Give us a call today and we'll help you manage and maintain your information system!