If you're looking for a more effective way to manage your IT systems and avoid problems before they impact your businesses efficiency and productivity ITecs’ Managed Services Program is ready to deliver for you.
Our program is designed specifically for small to medium sized organizations. Some of these essential services like 24x7 real-time network monitoring, server and desktop management are combined with remote system administration and end-user support. This combination provides you with peace of mind and time to focus on your top business priorities.
ITecs Managed Services Program includes 4 Key Elements:
- Comprehensive technology assessment which identifies immediate and future needs and a strategic technology road map
- Regular scheduled maintenance and support to maintain productive computing environment
- Remote support capability to ensure fast response and shorter time to problem resolution
- An effective online business system & knowledgebase for tracking project progress, incidents and problems to resolution
ITecs’ Managed Services Program (MSP) includes a wide range of services, from remote network monitoring, to supplemental support, to full outsourcing plans. From our Network Operations Center (NOC) we offer you the peace of mind that your network is being proactively monitored and maintained around the clock 24x7x365. We define our working relationship through a service level agreement (SLA) to ensure we understand and exceed your business expectations. The following is an overview of the various Managed Service Programs available.
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MSP – Standard
Our ‘Standard’ package provides small and medium sized businesses with the peace of mind of 24x7 network monitoring at a fraction of the cost of most enterprise-class solutions. ITecs OpManager is a Web-based application that monitors the availability of devices and applications, and notifies via e-mail or pager in the event of failed key network elements, such as switches, servers, routers along with other mission critical devices and applications. In addition, ITecs OpManager provides detailed performance reporting for capacity planning and predictive analysis, including role-based views for both business and technical users alike.
Services Included:
- 24x7 remote network monitoring
- ITecs onsite and remote technical support is billed to the client by a separate invoiced on a per incident basis
MSP – Premier
Our ‘Premier’ package includes network support in addition to monitoring. Our Premier Level 2 support is for those businesses that require supplemental support for their IT infrastructure. Premier Level 1 support is for companies that prefer a proactive incident-based outsourcing arrangement. If ITecs OpManager detects a network problem or failure, under:
Premier Level 1 – One of our Systems Analyst will immediately attempt to determine the source by securely logging into your network to quickly resolve the issue. If the issue cannot be resolved remotely, we will escalate the issue by contacting your vendor, service provider or dispatch one of our Systems Analysts.
Premier Level 2 – We will notify your IT manager to resolve the problem and be on standby, monitoring the issue until resolution, or act as a point of escalation if required. We will securely log into your network to quickly resolve the issue. If the issue cannot be resolved remotely, a Systems Analyst will be dispatched, as required.
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MSP – Premier +
In addition to the benefits of the Premium Level 1 offering, the ‘Premier Plus’ service package includes scheduled on-site support for your network. Based on your organization’s requirements, a Systems Analyst will be onsite at your location for a predetermined number of hours per week. Professional services such as capacity planning, growth planning, backup procedures and hardware/software integration are also provided.
Services Included:
- 24x7 remote network monitoring
- Prescheduled onsite scheduled visits (optional)
- ITecs onsite and remote technical support is billed to the client by a separate invoiced on a per incident basis
- Systems Analyst available 24x7 for notifications
- Escalation within 1.5 hours of detections
- Emergency support
- Technology Assessment (optional)
MSP – Managed
Our user-based ‘Managed’ service package is designed specifically for those organizations that want to pay one monthly price for IT service and support with no surprises. Your IT infrastructure will be monitored 24x7 from our NOC to ensure your business’ critical devices and applications are operating properly. In addition, all support will be dispatched as required including emergency support which may also be included in the monthly fee. A service level agreement is required for all engagements, which clearly outline service requirements and business expectations.
Services Included:
- 24x7 remote network monitoring
- ITecs onsite and remote technical support is included in the monthly fee
- Systems Analyst available 24x7 for notifications
- Escalation within 1.5 hours of detections
- Emergency support
- Technology Assessment (required)
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