Below is an outline of our managed service offerings. This is just our basic offering, but gives you an idea of what we offer for a fixed monthly cost. Everything listed below comes with our standard service contract. We can then bolt on any of our other services based on your specific needs. If you don’t see it listed, please ask. We have resources for any solution you may need, excluding any custom programming projects.
Details – Managed Services
Installation & Configuration: Installing and configuring of server(s) for the sole purpose of monitoring your network using our monitoring system. FREESOURCE TECHNOLOGY will be given remote access through firewalls and IPS devices to these servers. These servers will be used to scan your network. During this initial phase, FREESOURCE TECHNOLOGY will configure our monitoring system which includes creating templates, configuring alerts and scheduling reports.
Level 1 Helpdesk Services: These services are available to your users up to 24×7, and are typically issues that fall outside of our monitoring efforts such as Office application issues or third party products. 80% of all issues fall under this Level 1 support category and can be resolved by our support staff via phone or remote support. In the event it can not be resolved with our helpdesk team, it would then be escalated for us to re-evaluate. We would then discuss with you the owner on how to proceed.
24×7 Availability Monitoring & Alerting (Desktop, Network & Servers): Your Company’s performance will be measured and represented for every device that is remotely available on the network. The detailed representation gives FREESOURCE TECHNOLOGY the ability to track and estimate future performance based on past data connected to a set warning level. If the level is breached, an alert will be sent to FREESOURCE TECHNOLOGY so action can be taken to resolve the problem.
Error & Event Log Monitoring: Through error reporting and event log monitoring FREESOURCE TECHNOLOGY receives security alerts, application errors and informational messages providing better service response time and more proactive problem solving more effectively to serve your company.
Drive Space Monitoring: FREESOURCE TECHNOLOGY will remotely monitor your drivesand provide alerts at critical stages including 15% or less disk space, 5% or less disk space, 0% disk space and read/write errors. Other critical stages may be set up per your needs.
Website Monitoring: By monitoring your website, FREESOURCE TECHNOLOGY has theability to give you statistics on site traffic and hit rates. We will also monitor web content and alert you when there is web content or status changes. Website Monitoring will ensure stability and reliability of your website.
Application & Database Monitoring: Application and Database Monitoring gives FREESOURCE TECHNOLOGY early detection of productivity loss within applications and databases. By proactively maintaining this area FREESOURCE TECHNOLOGY will decrease and prevent the occurrence of similar issues in the future.
Asset & Software Monitoring: FREESOURCE TECHNOLOGY will keep a comprehensive list of hardware and software inventory and constantly track the status of all your contracted hardware and software inventory. This detailed list can be used in proof statements for insurance companies and help planning for future hardware and software investments.
Network Firewall Monitoring: Network firewall monitoring records key network data and will report on average busy time, memory pools, packet discards, input/output errors, queue lengths and collisions. This will allow FREESOURCE TECHNOLOGY to ensure that your network infrastructure devices are operating within recommended limits and network performance is optimal.
Patch Management: Patch Management ensures that network security and patches are up-to-date on workstations and servers on your network. Under patch management FREESOURCE TECHNOLOGY can schedule offpeak times to reboot systems, test updates before they are applied and apply all security patches. All is performed behind-the-scenes so it will not disrupt the normal work environment.
Backup Monitoring: Backup monitoring allows FREESOURCE TECHNOLOGY to ensure that critical data is always safe. We monitor for tape status, backup failures, service status, backup application errors, read/write errors and errors indicating the heads need to be cleaned.
Security Administration: Remote security continuously monitors security vulnerabilities such as: monitor account lockouts, multiple failed login attempts, track user creation and track policy changes all while continuously scanning for viruses.
Managed Antivirus (Server based): If you have a server based anti-virus solution, FREESOURCE TECHNOLOGY will provide server based Anti-virus management. You will provide remote access to the anti-virus server so that FREESOURCE TECHNOLOGY may monitor service status, patches and virus definitions. This will ensure that you have the maximum protection possible from your anti-virus solution.
Backup Administration: You will provide FREESOURCE TECHNOLOGY with remote access so FREESOURCE TECHNOLOGY may schedule backups and remotely install backup clients.
Print Management: Print Management allows for remote management of printer usage, recordable status of network printers and the ability to send alerts for paper jams and other mechanical alerts to decrease downtime.
User Account Administration: User Account Administration involves remotely monitoring accounts for access violations and lock-out status, the ability to create new users, monitor access right changes, and assign access rights per company policy. All instances can be graphically evaluated when needed.
Remote Server Administration: You will provide FREESOURCE TECHNOLOGY with remote access to servers which will allow FREESOURCE TECHNOLOGY to ensure security updates and patches are installed in a timely fashion.
Problem Management & Remote Control Support (Tier I & Tier II): Remote Management allows for rapid response to fixing problems, very minimal client disruption, visually identifies and monitors issues and decreases the time and cost associated with downtime
+Onsite Break-Fix Support: Tracks events and errors for higher level break-fix troubleshooting and repair, and then quickly notifies onsite break fix team of issues before they become critical. Pre-Determined Onsite support is included in the Deluxe + model. We can customize to whatever needs your organization has, including 24×7 support and onsite spares for your equipment.
Executive Level Reporting: FREESOURCE TECHNOLOGY will schedule reports to be emailed to you on a predetermined schedule. Reports will include asset reports, hardware and software status, website availability, utilization charts and a site health report. Executive level reporting gives you critical data promptly. This gives you the information to assess IT infrastructure weaknesses before it becomes critical.
CRM Reporting: CRM initiatives will be completely integrated and customer databases, customer agent support software, website traffic and statistical analysis software results will be delivered on a predetermined schedule. This gives you the information to track and log leads and customer interaction.
Detailed Level Reporting: Through the detailed level reporting FREESOURCE TECHNOLOGY will be able to run reports on specific device hardware, software on a specific device(s) and software on the OS running devices identified by serial numbers of the OS. This will give FREESOURCE TECHNOLOGY the needed critical data to ensure your devices are running at the most efficient levels possible.
