Infiniti Systems Group’s Managed Services is a cost effective approach to outsourcing
some or all effort required to build or maintain an Information Technology infrastructure
environment. “Infrastructure” refers to:
• computers that function as servers and workstations;
• hubs, switches, routers making up hard wired and wireless connectivity;
• printers, scanners, tape drives and other workflow peripherals;
• and software components relating to program and data backup, virus projection,
and security.
Problem Resolution
• Troubleshooting and repair of system malfunctions (break/fix).
Preventive Maintenance
• Avoids degradation and failures by providing such services as Firewall configuration
review, Service Pack and version control, and other performance assurance actions.
Remote Access Support
• A VPN "tunnel" will be established to facilitate remote troubleshooting by Help
Desk and IT Consultants. This allows rapid response to issues and frequently avoids
travel delays and expense.
Remote Monitoring
• Provides immediate
notification to ISG of system failures on a 24x7 basis.
Allows our Help Desk staff to quickly address remotely accessible issues
and/or
• Anticipates failures by remote network monitoring and interpreting key components
of system. Allows the management of potential down time into a scheduled activity.
Dispatch Desk
• Staffed response line for the creation of “Trouble Ticket” and dispatch of Information
Technology Consultants.
Help Desk
• Staffed infrastructure support response line, ISG resolved or creates “Trouble
Ticket” real-time, if unable to resolve the issue, and begins and escalation process.
Virtual CIO/CTO
• ISG’s Information Technology Advisor assists the strategic planning and execution
of IT services for the client.
Additional sampling of specific services provided under a Managed
Services agreement are:
• Proactive problem prevention where feasible
• Software patch & upgrade management
• Installation of software upgrades
• Installation of new or replacement hardware as procured through ISG
• Data backup and Disaster Recovery oversight & periodic testing
• Hardware acquisition consulting and proposal/quote services
• Maintain system documentation and hardware inventory
• Strategic planning of IT Services
There are three basic fee structures available for the Service as illustrated below,
the purpose of showing this table is to provide our clients with the ability to
compare and contrast the differing service offerings available from ISG.
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On-Demand
|
Blocked Hours
|
Retained Service
|
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Rate Basis:
|
Call Us
|
10% Discount
|
Custom
|
|
After Hour Rate
|
Call Us
|
10% Discount
|
N/A
|
|
Travel Charges:
|
Yes *
|
Yes *
|
No **
|
|
Dispatch Desk:
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$0
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$0
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$0
|
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Help Desk:
|
(OD rate)
|
(BH rate)
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Included
|
|
Problem Resolution:
|
Included
|
Included
|
Included
|
|
Preventive Maintenance:
|
Included
|
Included
|
Included
|
|
Remote Access:
|
Included
|
Included
|
Included
|
|
Remote Monitoring:
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Optional
|
Optional
|
Required
|
* Travel charges are based on the selected fee structure’ rate and are assessed
in ¼ hour increments for travel TO client's only and will not exceed the time required
from ISG offices to client facility.
** Retained Service waived Travel charges are limited to the Cleveland/Akron metropolitan
area.
Rate Basis may be reduced from the On-Demand
rate to Blocked Hour rate by either a minimum monthly commitment or by advance purchase
of a block of hours (see below).
After Hour RateAfter Hour Rate applies
to emergency services before 8:00 AM and after 6:00 PM and weekend services.
Remote Event MonitoringRemote
Event Monitoring a fixed monthly fee first, primary, device and 50% for each additional
device per month.
The
Blocked Hoursapproach allows “rolling”
under/over usage from one month to next with balances reconciled as each block is
exhausted. The Block Hour rate may also be attained with a minimum monthly commitment.
Blocked Hour services are paid in advance, typically in multiples of 3 months.
The
Retained Service is a flat rate
approach where services are restricted (see above) and invoice detail is evaluated
against actual time on a semi-annual basis and is subject to mutually agreeable
adjustment at that time. A minimum of 90 days support history is required before
a Retained Service bid can be made.
Infiniti Systems Group is proud to be a Gold Certified, Technology Partner of Microsoft Corporation.
To Download the pdf version of our Managed Services Offering Description
Click Here