Introduction

Our MSP program includes a wide range of services, from remote network monitoring, to supplemental support, to full outsourcing plans. From our Network Optimization Center (NOC) we offer you the peace of mind that your network is being proactively monitored and maintained 24x7. We define our working relationship through a service level agreement (SLA) to ensure we understand and exceed your business expectations. The following is an overview of the various IT support packages available.

Standard

Our Standard package provides small and medium sized businesses with the peace of mind of 24x7 network monitoring at a fraction of the cost of most enterprise-class solutions. MSP is a Web-based application that monitors the availability of devices and applications and notifies via e-mail or pager in the event of failed key network elements, such as switches, servers, routers along with other mission critical devices and applications. In addition, MSP provides detailed performance reporting for capacity planning and predictive analysis, including role-based views for both business and technical users alike.

Services include: (As described in the definitions section of this document)

· 24x7 remote network monitoring

· JT Computer technical support

Premium

Our Premium package includes network support in addition to monitoring. Our Premium Level 2 support is for those companies that require supplemental support of their IT infrastructure. Premium Level 1 support is for companies that prefer a proactive incident-based outsourcing arrangement. If JT Computer detects a network problem or failure, under:

Premium Level 1 – One of our Systems Analyst will immediately attempt to determine the source by securely logging into your network to quickly resolve the issue. If the issue cannot be resolved remotely, we will escalate by dispatching one of our Systems Analysts.

Premium Level 2 – We will notify your IT manager to resolve the problem and be on standby, monitoring the issue until resolution, or act as a point of escalation if required. We will securely log into your network to quickly resolve the issue. If the issue cannot be resolved remotely, we will dispatch a Systems Analyst, as required.

Services include: (As described in the definitions section of this document)

· 24x7 remote network monitoring

· JT Computer technical support

· Telephone and e-mail support

· Systems Analyst available 24x7 for notifications and escalation

· Remote troubleshooting

· Escalation within 4 hours of detection

· Incident-based onsite support

· Emergency support

Premium Plus

In addition to the benefits of the Premium Level 1 offering, the Premium Plus service package includes scheduled onsite support for your network. Based on your organization’s requirements, a Systems Analyst will be onsite at your location for a predetermined number of hours per week. As well, we will provide professional services such as capacity planning, growth planning, backup procedures, and hardware/software integration.

Services include: (As described in the definitions section of this document)

· 24x7 remote network monitoring

· JT Computer technical support

· Telephone and e-mail support

· Systems Analyst available 24x7 for notifications and escalation

· Remote troubleshooting

· Escalation within 4 hours of detection

· Scheduled onsite support

· Emergency support

· Network/ITSM assessment

Managed

Our user-based Managed service package is designed specifically for those organizations that want to pay one monthly price for IT service and support with no surprises. Your IT infrastructure will be monitored 24x7 from our NOC to ensure your business critical devices and applications are operating properly. In addition, all support will be dispatched as required including emergency support, which may also be included in the monthly fee. A service level agreement is required for all these engagements, which clearly outline service requirements and business expectations.

Services include: (As described in the definitions section of this document)

· 24x7 remote network monitoring

· JT Computer technical support

· Telephone and e-mail support

· Systems Analyst available 24x7 for notifications

· Remote troubleshooting

· Escalation within 4 hours of detection

· Onsite support

· Emergency support

· Network/ITSM assessment (mandatory)

Business Hours09:00AM – 05:00PM CST (Monday to Friday)

SLA Service Level Agreement is defined as the percentage achievement of resolution at the standard service level.

Standard SLA 80% experience rating

24x7 24 represents the number of hours, 7 represents the number of days.

Incident The time when our NOC or helpdesk receives an inbound telephone, page or e-mail support call from the client.

Escalation Our Premium, Premium Plus and Managed service packages include escalation action in the event that an imminent failure cannot be resolved remotely within 4 hours of detection. A Systems Analyst will escalate the issue by contacting the internal IT staff or dispatch professional services to ensure quick resolution of the problem.

Telephone Support Our helpdesk can be contacted by dialing (972) 313-0105 and is available from 09:00AM – 05:00PM CST (Monday to Friday) with four (4) business hours response time.

E-mail Support Provided through service@jtcomputer.com and available from 09:00AM – 05:00PM CST (Monday to Friday) with one business day response time.

Onsite Support Our Systems Analysts provide full onsite support ranging from general maintenance, software, internetworking, and network administration, to full product installations. A minimum two (2) hour charge applies to all dispatched onsite support calls unless otherwise specified in the service contract.

Scheduled Onsite Support Our scheduled onsite support service is available from 09:00AM – 05:00PM CST (Monday to Friday) with two business days notice or as defined in the service contract.

Emergency Support Emergency services are available through e-mail, telephone and onsite support. These services are available both during and outside of normal business hours as defined in the service contract with four (4) business hours response time and at the rate mutually agreed in said contract. A minimum two (2) hour charge applies to all dispatched emergency support calls unless otherwise specified in the service contract.

Remote Troubleshooting Our Systems Analyst will securely log into the client’s network to determine the source of the problem. In addition, the Systems Analyst will remotely administer applications, operating systems, software and server reboots for Linux, Windows NT, Windows 2000, Novell, and Unix. The client must provide a Telnet, SSH or RAS connection in order to provide this service.

JT Computer Outlined in the JT Computer End User License Agreement, technical support is

Technical Support provided for advice and assistance on the installation, operation and use of the software.

Our Premium, Premium Plus and Managed service packages also includes an additional after hours prepaid emergency support option (Telephone & E-mail support) to ensure your critical business network infrastructure is supported 24x7. Support packages are only valid during the service contract period.

Our Systems Analysts are also available for clients under service contract to perform onsite maintenance, internetworking, network administration and other professional consulting services.

Geographical Range

· Within 50 mile radius from our head office unless otherwise specified in the service contract.

Labor Rates

· Hourly – Beginning with a two-hour minimum for the first hour and then hourly increments unless otherwise specified in the service contract.

· Half day – Four business hours.

· Daily – 09:00AM - 05:00PM including a one-hour lunch break and two 15-minute breaks.

Contract vs. Non-Contract Support Rules and Rates

· Systems Analysts who are required on Statutory Holidays will be billed at 2.5 times the regular rate.

· All Non-Contract services must be supported by a credit card or a one-time purchase order.

· Pre-approved travel, accommodation and meals for Systems Analysts will be expensed and billed directly to the client for services delivered outside of the geographical range

JT Computer Established 1986
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JT Computer Marketing, Inc. is not responsible for typos. Prices, availability, specifications and information are subject to change without notice.
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