Service Tier Details
Included |
$150 Monthly* |
$500 Monthly* |
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Essentials |
Advanced |
Premier |
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| Hardware Support |  |
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| Guest OS Support | |
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| Managed Support | |
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New Client Onboarding |
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| Technical Consultation | |
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| Solution Runbook | Optional | |
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| Custom Reporting | Optional | |
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| Custom KPIs | |
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Account and Support Team |
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| 24/7/365 Access to L1 Technical Support | |
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| Request Fulfillment | |
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| Operational Support Portal | |
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| Base Problem Management | |
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| Advanced Problem Management | |
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| Onboarding Account Manager | – | |
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| Technical Account Manager | |
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| Quarterly Account Reviews | |
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Service Level Agreements |
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| Support Response Time | 1 Hour | 1 Hour | 30 Minutes |
| 100% Network Up Time, Power, and HVAC | |
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| 1 Hour Standard Hardware Replacement | |
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| 100% Platform Up time Guarantee | Optional | ||
| Base Monitoring | |
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| Advanced Monitoring | Optional | Upon Request | |
| Database Monitoring | Optional | Upon Request | |
| Installation & Configuration | |
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| Advanced Configuration | Optional | |
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| Access Management | |
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| Virtualization Support | Optional | |
Upon Request |
Web Server Support
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| Installation & Configuration | Upon Request | |
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| Basic Change Implementation | |
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| Advanced Change Implementation | Upon Request | Upon Request | |
Backup Administration and Storage |
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| Installation & Configuration | |
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| Reporting | |
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| Dedicated Backups | |
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Upon Request |
| Database backups | Optional | Optional | Upon Request |
| Managed Backups and Restores | Optional | |
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| Backup Frequency | Weekly | Daily | Customer Defined |
| Recovery Points | |
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| Offsite Retention | Optional | |
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| Disk Space Management | Optional | |
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| Storage | Optional | |
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| Data Migration | Optional | Optional | |
| Network Utilization | 2TB/Month | 6TB/Month | 10TB/Month |
| Managed Shared Firewall | |
Upon Request | Upon Request |
| Managed Dedicated Firewall | |
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| VPN Services | |
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| DNS Services | |
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| Load Balancer | Optional | Optional | |
Managed Security |
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| Anti-Virus/Malware | Upon Request | Upon Request | Upon Request |
| Managed Security | Optional | Optional | |
| DDoS Mitigation | Optional | Optional | |
| Pen-Testing | Optional | Optional | |
Security Information and
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| Security Policies | |
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| Internal Cyber Security | |
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| Vulnerability Scanning | 1 Time | |
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| Compliance Checks | Optional | Optional | |
| Firewall Security Management | Optional | |
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| Encryption | Optional | Upon Request | |
Compliance |
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| PCI | Optional | |
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| HIPPA | Optional | Optional | |
| *Price per device | |||