What does bok monitor?
Server logs, Internet access, Exchange email, tape backups, virus logs, virus updates, tape databases, storage, email post office, operating system patches, server monitoring agents, performance, availability and other relevant system resources. Switches and logs coming soon.
What is included in updates?
We update relevant software and hardware components on each covered device with certified manufacturer updates patches / fixes as they are made available and tested. These are generated from best practices recommendations by software and hardware providers and customized to your business environment.
What is not included?
Any updates which require an onsite visit and purchases of software, parts and equipment when a machine is not under valid manufacturer’s warranty. Rollouts of new equipment, rebuilds of existing systems, prototypes or devices, and capital projects. A proposal will be generated for these services.
What is included in the No Charge Emergency Support plan?
Any service related to unexpected critical network failure that is monitored by managed services. All machines must be under warranty. A complete assessment by bok must be performed to be eligible for this plan.
Are managed services secured?
Yes, through a secure port in your firewall we access to your network respecting your security policies.
What are responsibilities of the business?
- To provide a single point of contact (SPOC) as the sole contact for your business
- A hot spare machine is recommended at your location
- Symantec or McAfee licenses for spam/spyware and virus protection
- A firewall
- Approval for us to install an agent on the covered devices
- Replacement of a device that proves problematic after reasonable efforts to remediate
- Conform to all warranty and licensing requirements prescribed by the managed services platform
What if I do not cover all my servers and workstations?
All devices should be covered. However, if you choose only to cover less that 100% of the devices, we will recommend a maintenance plan for those not covered. We will add a “maintenance hours” line item to your proposal.
What if I am using Virtual Machine?
We charge by the number of hardware devices and the number operating system (OS) on these devices. The first OS is charged and then we provide a discount for a server or workstation with multiple OS’s present.
What if I do not use all my technical service hours in one month?
We will roll your technical services hours month by month. We will analyze these monthly to determine the level necessary for your onsite projects and critical support issues.
How does this approach save money?
The most expensive way to resolve a technical issue is to send an engineer onsite. Implementing managed services typically saves at least 20% on onsite technical support requests. This proactive approach prevents “firefighting “or “band-aiding” a solution that needs to be fixed at its root cause. This creates a more stable, reliable solution for the long term.
Why is there a minimum term?
During the first 30 days we make sure we have installed and tested the system to the specifics of your environment. You then have 90 days to review the services properly and can cancel with thirty days notice after 120 days from the “go live” date.
