Service Level 3 Definitions (All Level 1 & 2 Services Plus:)

Service Levels | Service Level 1 | Service Level 2 | Service Level 3

Off-Site Critical Files Backup:

Consists of sending mission critical data files to an off-site secure storage facility. This service requires the purchase of a Network Attached Storage (NAS) device for storing the backups that are to be sent off-site. This service is also subject to and may be limited by your Internet Service Provider’s Bandwidth Usage Limitations. This service allows for storing up to 100 Gigabytes of data for up to 2 weeks on a first in, first out rotation for disaster recovery. This is not a long term data archiving solution.

Anti-Virus Monitoring & Updating:

Consists of keeping the Anti-Virus definitions updated on each managed computer and monitoring the status of and removal of any infections found. This service requires an Anti-Virus subscription from Synergent that will replace any existing Anti-Virus software. Exchange Server Mailbox protection is available at an additional fee per mailbox.

Consulting for Hardware Upgrades:

Consists of a sit-down meeting with a knowledgeable technician to discuss options and recommendations for hardware upgrades. This meeting can be scheduled once a quarter.

Consulting for New Hardware:

Consists of a sit-down meeting with a knowledgeable technician to discuss options and recommendations for new hardware purchases. This meeting can be scheduled once a quarter.

Consulting for Software Upgrades:

Consists of a sit-down meeting with a knowledgeable technician to discuss options and recommendations for software upgrades. This meeting can be scheduled once a quarter.

Consulting for New Software:

Consists of a sit-down meeting with a knowledgeable technician to discuss options and recommendations for new software. This meeting can be scheduled once a quarter.

Free On-Site Labor per Escalation Plan:

Consists of free on-site labor for problem resolution according to the problem resolution escalation plan. This does not include labor for moves, add’s, or changes. On-site labor for moves, add’s, and changes is available at the current Synergent on-site labor rates and will be billed on a time and materials basis.

20% Billable Labor Discount:

Consists of a 20% discount on the total labor bill for any billable work requested on computers owned by the Managed Service customer.