v  ProACTive Gold with Remote Server Care

Ø  SAAZ Technology Platform ¹

Ø  24X7 NOC Service Request Team ⁷

Ø  24X7 NOC Monitoring Team ³

Ø  24X7 NOC Remote Support Team ⁶

Ø  Critical Issue Alert, Escalate and Fix ⁴

Ø  Security Patch Management

Ø  SNMP & POSIX Monitoring ⁵

Ø  Two Forms of Remote Control (RDP and LogMeIn)

Ø  Advanced Scripting Engine for Automating Windows Tasks

 

v  Total Desktop Care (TDC)

Ø  SAAZ Technology Platform ¹

Ø  Two Forms of Remote Control (RDP and LogMeIn)

Ø  Security Patch Management

Ø  Advanced Scripting Engine for Automating Windows Tasks

 

v  Virtual Service Desk

Ø  24x7 NOC Preventative Maintenance Team²

Ø  US-based Help Desk Team⁹

Ø  Desktop & Server Support

Ø  Business Hour Support¹⁰

Ø  Extended On-call Business Hour Support¹¹

Ø  Toll Free Client Support Number

Ø  Two forms of Remote Control (RDP, LogMeIn)

Ø  Minimum Requirements:

§  Six SAAZ Desktop Agents per client site.

§   Remote Server Care must be purchased for each server

 

v  Patch Management

Ø  Supported under the services above.

 

v  Daily Monitoring

Ø  Alerts and notifications from the NOC are monitored via email, telephone, and Support Portal.

 

v  Assigned Support Care Representative

Ø  Your primary point of contact to coordinate all your service & support needs.

 

v  4 Hours Remote Support per month.

Ø  Remote support via LogMeIn to resolve reported problems

Ø  1 hour call-back window.

 

v  2 Hours On-site Support per month for support related work.

Ø  4 hour on-site emergency service response when required.

 

 v  Discounted on-site labor

Ø  A 10% Discount on our Standard and After Hours Labor Rate when a Service Plan is in effect and payments are current.