managed services overview servers, exchange,...
TRANSCRIPT
Managed Services Overview
Servers, Exchange, Help Desk, and Citrix Infrastructures
Prepared By: Envision Information Technologies
Last Modified: Thursday, August 28, 2014
Managed Services Envision IT – CONFIDENTIAL
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Table of Contents
Table of Contents ....................................................................................................... 2 EIT Contacts .............................................................................................................. 2 Monitored/Managed Servers ........................................................................................ 3
Microsoft Server Monitoring ...................................................................................... 3 Managed Server Services ......................................................................................... 4
Microsoft Exchange Server Management ....................................................................... 5 Unitrends Backup Management .................................................................................... 5 Meraki Network Management ....................................................................................... 5 Managed Help Desk Services ....................................................................................... 6 Microsoft-based Workstation Monitoring ........................................................................ 6 Managed / Monitored Citrix Infrastructure Services ........................................................ 8 Communication and Policies ........................................................................................ 9 Hardware and Software Requirements .......................................................................... 9 Hardware and Software Warranty Policy ........................................................................ 9 Reporting and Documentation .................................................................................... 10 Assumptions ............................................................................................................ 10 Monthly Costs .......................................................................................................... 10 On-Boarding Managed Services .................................................................................. 11 Termination of Agreement ......................................................................................... 12 Managed Services On-Boarding Contract ..................................................................... 13 Managed Services Agreement .................................................................................... 14
EIT Contacts
Nancy Pautsch, VP Business Development
Direct: 608.298.6991
Nancy.pautsch@Envision ITllc.com
Bill Crahen
CTO
Direct: 608.298.6992
bill.crahen@Envision ITllc.com
Managed Services Envision IT – CONFIDENTIAL
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Monitored/Managed Servers
Monitoring and Managing of Servers is 7am-5pm CST Monday – Friday excluding Envision IT
company holidays. After hours service is available evenings, weekends, and during Envision
IT holidays for an additional fee.
Microsoft Server Monitoring
Offline Servers
Low Memory
High CPU Utilization
Critical Services and Roles
o Database Server Role Monitors
o DHCP Server Role Monitors
o DNS Server Role Monitors
o Domain Controller Role Monitors
Backups
o Job running > backup window
o Failed to configure
o Job Failed
o Plugin Failed
o Backup Exec check
Security Monitoring
o Expired Passwords
o High access failure rate
o Failed Logins
o TCP Max Connections Reached
Event Log Monitoring
o Critical Blacklist Events
o Disk Blacklist Events
o Drive Errors and Raid Failures
o Excessive Events
o Exchange Server Blacklist Events
o Failed Load User Profile
o Folder Redirect Failed
o Printer Driver(s) Missing
Software
o Application Crash
o Application Blacklisted Install
o Expired Product Keys
o New Software Installations
o Over License Count
o Unclassified Apps
o Uninstalled Software
Hardware
o Hardware changes Detected
o Fan statistics
o System Temperature
o Chassis Intrusion
o Disk
Fragmentation
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o Free Space remaining
o RAID Status
o Uptime 1 month without reboot to server
Virtualization Platforms
o ESX Hypervisor Performance
o Host and VM CPU Usage
o Host and VM Disk Resets
o Host and VM Disk Usage
o Host and VM Memory Usage
Managed Server Services
The following services are included for a fixed monthly fee.
Managing and Installing
o Microsoft Licenses
o SSL Certificates
o Approved Anti-virus Licenses
Updating approved antivirus definitions and routine maintenance
Patch Management
o Operating System Patches
o Exchange Server Patches
Regular Server/Services Restarts
o Servers
o Exchange Server and Services
o MS SQL Database Services
Replacing and Upgrading Hardware to include the following
o Hard Drives
o Processors
o Memory
Backup Management and Verification (for server based backups)
o Ensuring backups are running as scheduled.
o This does not include verification of a DR plan.*
o Restore individual files from backup as necessary
o Disaster Recovery – Restore server after failure
Repair Server when a hardware failure occurs
o Troubleshoot and repair cause of down server
o Install any new necessary hardware
o Hard Drives
o Processors
o Memory
o Fans
o Power Supplies
Virus removal – on server file system only
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Microsoft Exchange Server Management
Quarterly Reporting
o License Usage
o Performance Metrics
o Mailbox Sizes
o Send / Receive statistics
Capacity Planning specific to Exchange
Patch Management
Mailbox provisioning
Database Availability Group Replication monitoring
On-Demand Reporting
o Top Mailbox sizes
o Top email senders
o System-wide searches
Configure legal hold
Configure Managed Folders
Unitrends Backup Management
Ensure scheduled backups are completing as expected
Review of backup Window and tuning of schedules as required
Monthly test of restore capability (restore of non-production impacting data)
Monitoring of archiving operations (archive disks and/or cloud archive)
Review and installation of Unitrends appliance and agent updates/patches
Quarterly Reporting
o Capacity Usage
o Licensing (Usage and Expirations)
o System Load (last 30 days)
o Archive Usage
Meraki Network Management
Monitoring and review of security appliance status and operations
Configuration updates as required for
o System changes (IP Addresses, VLANs, SSIDs, VPN, WAN Optimizations)
o Content Filtering changes/updates
o Advanced Security changes/updates
Review and installation of Meraki updates/patches
Quarterly Reporting
o Security Report (Advanced Security devices)
o Licensing (Usage and Expiration)
o Usage
Top Clients
Top Applications
Capacity
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Managed Help Desk Services
Envision IT will provide level 1 and level 2 Help Desk support as defined below:
Set up of replacement computers
o Access management to shared resources
o Installation of software applications
o Installation and configuration VPN and remote desktop software if there is an
existing VPN or remote desktop server.
o Installation of any anti-virus software used by the Client
Help Desk support functions
o Resetting passwords
o Virus diagnostics & best effort removal
o General Windows performance troubleshooting
o Restoring network drive mappings
o Assisting users in taking the proper steps to connect to the Internet and the
network via VPN
Software support
o All Microsoft Office products
o Software pre-approved by EIT
Hardware support
o Support for company-issued hardware
o Diagnostics
o Requesting new computers upon failure
o Requesting hard drives, keyboards, monitors, and mice
o EnvisionIT will send any hardware acquisition requests to the appropriate
person at your company
Printer support includes
o Connection to the network printer
o Installation and modification of drivers
Microsoft-based Workstation Monitoring
Missing Service Packs and Windows Updates
Windows Updates Failed
Auto-start Services Stopped
Antivirus Software
o Disabled
o Out of Date
o Software Missing
Events
o Critical Blacklist Events
o Drive Errors
o Excessive Events
o Failed Load User Profile
o Failed Logins
o Folder Redirect Failed
o Printer Driver(s) Missing
Hardware
o Hardware changes Detected
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o Fan statistics
o System Temperature
o Chassis Intrusion
o Disk
Fragmentation
Free Space remaining
Software
o Application Crash
o Expired Product Keys
o New Software Installations
o Over License Count
o Uninstalled Software
Uptime
o 1 month without reboot to computer
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Managed / Monitored Citrix Infrastructure Services
This is a support service intended to optimally maintain clients’ Citrix infrastructures and
maximize performance, uptime and end-user experience.
Included for a monthly fee are the following:
Access to Citrix engineer for remote support weekdays 7am-5pm CST.
One hour of consulting during normal business hours for each Citrix server or
Netscaler included in the contract for Citrix infrastructure issue management.
A discounted hourly rate of $150 per hour for issue management in excess of
hours included in contract. Assumes normal business hours.
Monthly report on Citrix hot fixes, patches, etc. that will include Envision IT’s
recommendations specifically applicable to client’s Citrix environment
Quarterly Reporting to include (metrics reliant on customer owned editions
and licensing):
o Usage reporting
Number of concurrent users
Number of failed connections
Application usage
License usage
Capacity Planning specific to the Citrix environment
Basic network performance monitoring related to the Citrix
environment (latency, total bandwidth usage, etc.)
Alerting on critical health changes.
Envision IT will engage Citrix support as necessary.
Additional services for clients may include (specific services reliant on customer owned
editions and licensing):
Performance and Trending
o Login performance
o End-user Experience Monitoring
o Real-time performance monitoring
Per-user performance reports
Network latency / Round Trip Times
Server performance reports
Citrix engineering time included in this contract is applicable for issue management.
Additional consulting for issue management is provided on a T&M basis at a discounted rate
of $150 / hour during normal business hours. Issue management can cover the following
Citrix infrastructure components:
XenDesktop
XenApp
VDI-in-a-Box
XenMobile
NetScaler
Provisioning Services
StoreFront
Custom audits available per request
Monitoring and Managing of Servers is 7am-5pm CST Monday – Friday excluding Envision IT
company holidays. After hours service is available evenings, weekends, and during Envision
IT holidays for an additional fee.
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Communication and Policies
Users will be able to submit issues to [email protected] or call our Help Desk at
(608) 256-5680.
All support will be provided remotely through Envision IT’s monitoring software or other
Envision IT provided solution unless it must be addressed onsite. In the event that onsite
support is necessary, standard trip charge fees apply but all services will be covered as
defined in this agreement. If the Client opts to ship any hardware to Envision IT for service
rather than incurring a trip charge, the Client will be responsible for shipping charges.
Envision IT Consultants are available at all times between 7am-5pm Monday-Friday,
excluding Envision IT holidays. As part of the Managed Services Agreement, if a call comes
in during business hours for a business-critical function and the engineer cannot finish the
project before 5pm, the engineer will continue working until the issue is resolved or until
additional parts or information are needed. Issues will be addressed within 8 business hours
for requests covered under this agreement.
Any requests that come in after hours will be addressed the next business day. Envision IT
offers after hours support for evenings, weekends and holidays for an additional charge.
Emergency support is available upon request. Emergency requests will be subject to $300
for the first hour, and applicable off-hours rates thereafter.
Hardware and Software Requirements
Devices to-be-covered must be 5 years old or less from date of manufacture and in working
order to be put under managed services. All workstations must have approved anti-virus
software installed and enabled on them. The servers must be on a properly sized, working
UPS. The UPS must power the server for at least 15 minutes.
Hardware and Software Warranty Policy
Any hardware/software products which are purchased by the Client will be charged
separately from this contract. Envision IT is not responsible for any hardware failure. Any
hardware warranties are between the Client and the Manufacturer. If the hardware is under
warranty and fails, Envision IT will call the manufacturer to acquire the replacement part
and provide the necessary service for replacement of part, as well as re-installation of
operating system and software applications. Replacing hardware parts such as hard drives,
power supplies and processors before they fail, results in less user down time, little or no
loss of data and fewer service hours. If Envision IT’s monitoring software detects that a
piece of hardware is close to failure and not under warranty, the Client will be notified that a
component or entire server needs to be replaced. The Client will have 7 days from the date
of that notification to order the required hardware. If the Client does not place the order
within 7 days and the hardware fails, the service time to replace the hardware, re-install the
operating system and software applications will not be covered under the managed services
agreement and will be billed at time and materials.
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Reporting and Documentation
All Help Desk calls will be processed through ConnectWise, ENVISION IT’s ticket
management software. This will enable Envision IT to manage and fulfill all requests.
Envision IT will document requests and develop a guide of best practices to ensure that
employees receive prompt, effective and consistent assistance.
Upon request, Envision IT will produce the following reports
o Full Health Check of managed devices
o Detailed list of service requests (tickets)
o Service Level Agreement Metrics
o Network Inventory of Managed Devices
Assumptions
o All service time will be performed during Envision IT business hours or off-hour T&M
charges will apply.
o We cannot guarantee the version of the file needed is available from backups.
o Envision IT is not responsible for lost data.
o Change management is client responsibility.
o If not renewed or terminated at the end of the contract term, this contract and its
related services and invoicing will continue on a month-to-month basis at the current
pricing. This is applicable to any accompanying schedules.
Monthly Costs
Physical + 1 Virtual Server $125 per server
Additional Servers $125 per server
Linux Servers (ex. NAS or Server for VDI) $125 per server
Exchange Servers $175 per server
Unitrends Management $125 per appliance
Meraki Network Management $75 per appliance
Help Desk $ 50 per client
Virtual Desktops with Thin Client $ 25 per client
Citrix Server or NetScaler $125 per appliance
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On-Boarding Managed Services
A one-time on-boarding fee will be assessed on all managed devices for set up of
monitoring software licensing and configuration and assessment of devices to be managed.
The onboarding fee will be equal to one month’s total recurring fees.
Envision IT Responsibilities
o Envision IT will install Monitoring Software on Servers and Workstations
o Not all devices may show up with the initial deployment of Envision IT’s
monitoring software. Below are some of the reasons why the monitoring
software would not initially detect devices:
o Remote users (VPN)
o Firewalls
o Antivirus
o UAC
o Envision IT will meet with the Client to go over the results of Health Check and
will discuss whether replacement any servers, workstations or other hardware
/ software which is at end of life or not supportable will be necessary before
covering these devices under managed services.
o Envision IT will then write an agreement for those devices to be managed.
o Envision IT will install monitoring software on servers and workstations (if
applicable).
o Envision IT will begin management of devices.
Client Responsibilities
o Client to sign the On-boarding Contract using an estimate of the number of
devices to be covered under contract.
o To ensure a smooth and complete on-boarding process, Envision IT will require
the Client’s assistance in the process of compiling the list of devices to be
covered under managed services.
o Determine the list of software applications to be supported under the managed
services agreement. This list must be mutually agreed upon by Envision IT
and the Client.
o To ensure an optimal customer experience, Envision IT will also require written
documentation from the Client to cover their policies, procedures, computer
hardware and software setup, and network infrastructure.
o The Client will sign the managed services agreement.
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Termination of Agreement
This Agreement shall remain in effect until the first of the following shall occur:
1.1 Any dispute, controversy or claim arising out of or relating to this Agreement, or the
breach, termination or invalidity thereof, shall first be resolved through good faith direct
negotiation by the Client and ENVISION IT for 30 days to find conciliatory resolution to the
dispute, controversy or claim.
1.2 The insolvency, bankruptcy, or reorganization under bankruptcy laws or assignment
for the benefit of creditors of the other party.
1.3 Either party shall not assign, sell, transfer, or in any way encumber its interest under
this Agreement without first obtaining the written consent of the other party.
Notwithstanding the foregoing, either party may assign this Agreement to an entity into
which it merges or to which it transfers all or substantially all of its assets.
1.4 The termination or expiration of this Agreement shall not supersede the obligation of
the parties with respect to the protection of proprietary information, as set forth herein.
1.5 In the event of early termination of this Agreement, adjusted payments shall be
made within thirty (30) days of the effective date of termination. The balance of
adjusted payments will be calculated within one week of the written notice of the termination of this
Agreement.
Agreement Start Date: Agreement Termination Date:
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Managed Services On-Boarding Contract
Description Device Cost Each Qty Total Cost
Managed Physical + Virtual
Server $125 1 $125
Additional Virtual Server $125 0
Exchange Server (if
applicable) $175 0
Unitrends Appliance (if
applicable) $125 1 $125
Meraki Appliance (if
applicable) $75 2 $150
Help Desk (if applicable) $50 8
Citrix Server or NetScaler (if
applicable)
$125 0 $400
Total Monthly Cost $800
Total On-Boarding Est. Cost $800
The on-boarding fee listed is based on the estimated number of devices to be placed under
the managed services agreement. This figure is an estimate. Billing for the on-boarding fee
will be determined by the actual number of devices that will be placed under contract.
One-time On-boarding Fee………………………………………………………………….$800
CLIENT Envision IT LLC
_____________________________ _____________________________
Name, Title Envision IT Representative
_____________________________ _____________________________
Date Date
Envision IT Contacts:
Nancy Pautsch, VP of Business Development
Direct: 608-298-6991
Nancy.pautsch@Envision ITllc.com
Bill Crahen, CTO
Direct: 608-298-6992
Bill.crahen@Envision ITllc.com
Managed Services Envision IT – CONFIDENTIAL
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Managed Services Agreement
Description Device Cost Each Qty Total Cost
Managed Physical + Virtual
Server $125 1 $125
Additional Virtual Server $125 0
Exchange Server (if
applicable) $175 0
Unitrends Appliance (if
applicable) $125 1 $125
Meraki Appliance (if
applicable) $75 2 $150
Help Desk (if applicable) $50 8
Citrix Server or NetScaler (if
applicable)
$125 0 $400
Total Monthly Cost $800
Total On-Boarding Est. Cost $800
This agreement is for the attached list of devices. If a device is added, deleted or changed,
a signed change form will be required to adjust this agreement.
Monthly Total………………………………………………………………….$800
Annual Total……………………………………………………………………$9600
Contract Dates:
____\_____\_________ to ____\_____\_________
CLIENT Envision IT LLC
_____________________________ _____________________________
Name, Title Envision IT Representative
_____________________________ _____________________________
Date Date