Managed Workstation -Covered Services Descriptions

Support

-System Updates: Update all Microsoft Workstation operating system in a controlled environment. Scheduled updates are planned and scheduled to take place only during non-production times (nights & weekends).

-Service Pack Updates: determine which version of the software customer’s computer is running, and ensure it is digitally signed by Microsoft before installing or allowing them to run.

-Microsoft Application Support: General remote troubleshooting support of Microsoft Office software applications.

-Unlimited Remote Control Support: Courtesy Computers will remotely control and administer service to the covered workstation or laptop, in order to maintain proper operation and deter system downtime. All work that requires a system restart will be scheduled with the customer so as not to interfere with production time.

-Unlimited Phone Support: Under this Service Level Agreement and dependant on the customer’s preferred method of contacting our service team, Courtesy Computers with provide unlimited Phone Support to the customer, during normal business hours.

Monitoring

-System Performance Monitoring: Support detailed monitoring of the utilization of operating system resources. Monitor trends for capacity planning to allow for scheduled upgrades to components as needed. Maintain logged data in a database and observe changes to identify changes in resource requirements. Identify areas that might require additional resources.

-System Log Monitoring: Provides monitoring of all system events that could lead to down time caused by failing devices, thresholds or system errors.

-Application Log Monitoring: Provides monitoring of all application events that could lead to down time caused by failing devices, thresholds, application errors, or system errors.

-Drive Space Monitoring: Monitor and warn of a low disk space problem before it occurs. Microsoft’s guidelines define ‘low free disk space’ is 15% to 20%, depending on the tasks and functions assigned to the particular workstation. Once these thresholds are reached, CCI will then take corrective action to alleviate disk space problems upon system notification. Corrective actions may involve customer investment in upgrades or replacement of existing equipment or software.

-Event Log Monitoring: Monitors all the event IDs for specific failures or alerts and places them into the appropriate Event Log file, (eg. Application Log, System Log, NTDS Log, Replication Logs, DNS Logs and Security Logs.

-Security Log Monitoring: the security log records security events, including logon attempts, object access, and changes to security, depending on what is audited. Anomalies are reported to the CCI monitoring dashboard, where they are analyzed and addressed according to the alert.

-Bandwidth Usage Monitoring: Monitors and reports bandwidth utilization consumed by each managed workstation on the network, on a per application or per machine basis. The network access function approves or denies network access on a per application basis. The Network Statistics report displays network bandwidth utilization versus time. Identify peak bandwidth consumers on the graph's data points. Review which application and which machine use bandwidth at any point in time.

-Application & Hardware Change Notification: Comprehensive hardware and software inventory reporting. Daily recurring computer audits keep inventory up-to-date and accurate at all times. Access the computer inventory information needed to manage the network efficiently.

-Service Availability Monitoring:  Critical Services are monitored to verify they are up and running.  When a service fails a Critical Alert is sent directly to the CCI Monitoring interface and the appropriate action is taken.

Management

-Microsoft Patch Management: Provides Rapid deployment and automatic discovery of all missing patches and updates.   The scan results from each computer are reported, and the complete patch history is also displayed.  Any missing will be reported.

-Virus Protection Management: CCI will ensure the customer implements a sound anti-virus program on their enterprise. CCI will then provide the management necessary to ensure that the product remains effective and up-to-date on all managed workstations. CCI will schedule the product license renewal dates for the customer, to ensure the solution provides continuous anti-virus protection.

-End User Support Portal: Web-based CourtesyCare Customer Portal allows the customer to place service requests,  review service histories, run historical and executive summary reports, search knowledge base, add and delete members, review and print invoices, personalize service status notifications.

-Monthly Management Reports: CCI provides comprehensive integrated reporting for all data collected and stored in the system.  From hardware and software inventory to bandwidth usage and server uptime. CCI will distribute monthly management reports, including detailed lists, tables and graphics, to authorized personnel within the customer’s organization.

List of available reports:

• Hardware and software inventory

• Complete computer changes

• Disk utilization

• License usage and compliance

• Network usage and statistics

• Server and workstation uptime history

• Help desk trouble tickets

• Computer logs and status

• Security patch and update status

-Spyware Management: CCI will ensure the customer implements a sound anti-spyware program on their enterprise. CCI will then provide the management necessary to ensure that the product updates, pattern updates and workstation protection remains effective and up-to-date as per the manufacturers suggested guidelines. CCI will schedule the product license renewal dates for the customer, to ensure that the customer’s solution provides continuous ant-spyware protection.

-Asset Management: CCI will run scheduled recurring audits to maintain a current list of all software and hardware installed on each managed machine. Change notifications are sent immediately when an audit scan detects changes in hardware or software.

-Report Generation: Generate reports on installed hardware, installed software, data logs, and network statistics from managed machines. CCI will collect, sort, and format information on any machine or group of machines under their control. Reports are available in Word, Excel or HTML format.

-Software License Management: Maintain copies of workstation software license certificates; manage maintenance renewals for these licenses. Report on gathered information as to how many total licenses of which software are currently in use. License management includes: Operating System, Microsoft Applications, Enterprise Backup, Enterprise Anti-Virus, and Enterprise Anti-Spam.

-Workstation Life-Cycle Management: The Life Cycle Management process will provide proactive suggestions and reviews for replacing or upgrading servers before eminent failure.  This process is tracked and monitored throughout the life cycle of the server so replacement can be performed prior to failure.

-Workstation Security Patch Management: CCI will automatically monitor, manage and install all known security patches on covered servers.

-Desktop Policy Enforcement: Upon customer’s direction, CCI will control workstation access and end-user’s ability to access files, access networks, and applications on the customer’s network.

Maintenance

-Online Asset Management: Online asset inventories and management reports will be provided on a monthly basis. Changes in installed software and hardware will be tracked and reported.

-Online Trouble Ticket Management: CCI’s web-based CourtesyCare Customer Portal allows the customer to place service requests,  review service histories, run historical and executive summary reports, search knowledge base, add and delete members, review and print invoices, personalize service status notifications.

- Desktop Optimization & Management: CCI will provide various maintenance tasks to ensure a workstation remains healthy.  The following tasks will be performed on a daily basis: de-fragmenting of the hard drives, backup verification, patch management, software audits, hardware audits, disk clean up, event log review.

-System Updates: Provide nightly system checks for Microsoft operating system and Microsoft Office Products application updates, implement the necessary system updates and report its success.

-Service Pack Updates: Provide nightly system checks for Microsoft Service Pack updates, implement the necessary Service Pack updates and report their success.

-Hard Drive Defragmentation: Perform nightly disk Defragmentation.

-Temp File removal and System Cleanup: CCI will perform the following nightly maintenance tasks: temp file removal, and system cleanup.  System cleanup will include removal of the following: locally downloaded program files, Temporary Internet Files, offline files and temporary offline files.  The routine will also include emptying the Recycle bin.

-Spyware Removal: CCI will perform a spy-ware scan and removal process daily, the total number of removed infections will be reported in the monthly maintenance report.

-Daily System Audits: CCI will perform daily system audits to detect unauthorized users or new equipment that have attached to the network infrastructure.  If a new device is found, an alert will be generated to our CCI Monitoring team, reviewed and the appropriate action performed.

-Remote System Administration: CCI will remotely administer the system through a secured proprietary interface.  All machines are required to be left on but logged out of the network.

-Unlimited User Remote Control: CCI will provide and maintain the remote control interface to your covered workstations. All machines are required to be left on but logged out of the network.

-Unlimited Phone Support: CCI will provide unlimited phone support to the customer’s authorized end-users, during normal business hours.

-Log File Maintenance: CCI will verify all settings for log files and ensure successful system logging.

-Application Deployment: CCI will deploy Microsoft application updates to any Microsoft Office product currently installed during the initial snapshot of the system.  Custom application deployments can be added but are not included under this agreement.

-Quarterly On-Site Maintenance: CCI will visit the site quarterly to verify all maintenance tasks and perform workstation maintenance as needed.  Maintenance tasks include: Verifying the system fans are spinning and clean, verifying keyboards and mice are functioning normally.

-Disaster Recovery Labor Coverage: CCI will perform the labor tasks to replace any failed machine after the correct hardware has been purchased for the repair, or the workstation is replaced.  CCI is not covering any hardware component, only the labor to replace it.

Security

-Spyware Removal: CCI will perform a spy-ware scan and removal process daily, the total number of removed infections will be reported in the monthly executive summary report.

-Security Patch Management: CCI will perform daily patch scans, install and verify all current patches are up to date.  Note: Patches will be installed only after a best effort verification process to determine the effects on the current network processes.

-User Account Administration:  Upon the customer’s authorized request, CCI will add, disable, remove, restrict, or modify user rights in Active Directory and on the local workstations.  Upon request CCI will manage the password policy and enable changes when needed.

-Virus Definition Management: CCI will ensure the Enterprise Level AV solution subscription remains up to date and in force at the workstation level. CCI will maintain customer Enterprise Level AV renewal dates, and inform the customer of the renewal dates no less than 30 days prior to expiration. CCI will verify daily that the engine and pattern version levels remain up to date and report the number for infections removed in the monthly Executive Summary Report.

-VPN Client Management: CCI will create and maintain the customer’s VPN client connections (e.g. creation/deletion of user VPN tunnels according to customer’s request), maintenance issues, troubleshooting between firewall and end-point, customer support. (Note: Customer must own or purchase the equipment necessary to complete the VPN connection).

-File Sharing Permission Administration: CCI will manage customer’s existing file share permissions, add remove and change the existing file share permissions as requested by customer.