Managed Services Agreement 150922

Managed Services & Monitoring includes:

– Device & service up/down monitoring and alerting

– Event log monitoring of covered servers, switches, firewalls/routers, desktops/laptops, UPS, and printers (must support SNMP)

– Performance monitoring of CPU, memory, disk space, network traffic, and Exchange queues

– Backup job monitoring for failures (Symantec, NT Backup, Storagecraft, other platforms accepted on a case-by-case basis)

– Anti-virus, anti-malware, web-filtering service/software are available, including definition updates for all covered desktops/laptops/servers (Windows only)

– Preventative maintenance on desktops/laptops/servers, including operating system updates, security patches, and third-party application updates depending upon availability and compatibility

– Asset inventory updated as needed, including equipment warranty review/status, if available

– Mobile Device Management of covered devices with compatible mobile OS.  Remote wipe and tracking abilities provided with compatible devices covered that support these features.

Managed Services & Monitoring requires:

– Windows Vista/7/8/10 for workstations; Windows 2008/2012 for servers

– Dedicated Internet access with a static IP address for remote monitoring and support

– ProBleu-preferred remote access software installed on all devices being monitored, where applicable

– ProBleu-preferred Mobile Device Management software installed on all compatible devices being managed

– Administrative access to devices for security review and for applying updates and patches

Additional Services Included with an active Flex Support Technician Service Hours:

– Response to Emergency (P1), Priority (P2), and Standard (P3) alerts; lower alerts (P4) will be reviewed during normal business hours

– Scheduled health checks and security assessments performed remotely or on-site, including review of Active Directory, SQL, and Exchange

– Internet Service Provider escalation for link failure on covered firewall(s)/router(s)

**ADDITIONAL / OPTIONAL SERVICES**

Windows Server Active Directory/Domain Controller (2008/2012) — Up to 100 Users – $75.00 monthly fee each server

Windows Server Active Directory/Domain Controller (2008/2012) — Between 100 to 500 Users – $125.00 monthly fee each server

Windows Vista/7/8/10 or Mac OS X desktop/laptop – $10.00 monthly fee each

Mobile Device Management for compatible devices – $5.00 monthly fee each

Device up/down monitoring only (must support SNMP) – $25.00 monthly fee each

Device up/down monitoring, Internet link monitoring, and ISP vendor management (must support SNMP) – $65.00 monthly fee each

**NOTE** — You may add additional approved devices at any time during the agreement’s term.  Monthly executive reports available for all covered devices that support SNMP.  All patches and updates are provided by third-party software vendors and not by ProBleu.  This agreement is not a warranty nor should it be construed as one for any of the covered devices.  Requests or responses that are greater than the allotted Flex Support agreement will be billed at the standard hourly rate or deducted from an existing pre-paid labor block.

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