MANAGED SERVICE PLANS


Our Experience as Managed Service Providers

Currently Unique Computing Solutions has Managed Service Level Agreements in place with numerous companies through which we manage 450 IP Endpoints with a total of 24 locations throughout the United States. In addition we manage 150 firewalls using our security management portal and 30 Dynamic VPN Communities throughout the United States and Europe.

UCS Managed Service Level Agreement Pricing

 

Quantity of Network Endpoints

Locations

On-Site Email Server

Quantity of Servers

Quantity of Barracuda Products

Cost

Hours Per Month

Hours Per Year

1-5

1

0

0

0

600.00

9

108

6-10

1

1

0

0

1,000.00

14

168

11-20

1-2

1

0

1

1,200.00

17

204

21-30

1-3

1

1-3

1-2

1,600.00

23

276

31-50

1-10

1

3-6

1-3

2,500.00

36

432

51-100

1-15

1

3-15

1-4

4,500.00

64

768

 

Network Endpoints – Total Quantity of supported devices including:

Workstations

Printers

Servers

Scanners

Copiers

Firewalls

Routers

Barracuda Products

IP Camera

IP Telephones

 

Office Locations – Total Quantity of Locations receiving support services:

  1. Corporate and Business  Office
  2. Satellite offices
  3. Home Offices
  4. Customer Sites that have access to your systems or data or visa versa

 

Server – Total Quantity of Servers:

Windows Servers

IBM I-Series and AS/400

Unix and Linux

 

Barracuda Products – Total Quantity of on-site Barracuda Network Products:

Spam Firewall

Web-Filter

Message Archiver

Load Balancer

IM Firewall

Link Balancer

Web-Site Firewall

 

 

Hours Per Month and Hours Per Year

Each service plan level has a total number of hours per month. If you exceed the hours in any given month, you will be charged $85.00 per hour for each additional hour above the allotted time.

 

If you are under the hours in any given month, the remaining hours will carry forward to the end of the contract year. Typically, service level agreements are for three or more years. Under a three year agreement, the total hours per year used will reset at the beginning of the 13, 25, and 37 month from the agreement start date.

 

With every Managed Service Agreement we provide our customers the following Service Levels:


Response Times

Response time requirements to the caller are based on the severity of the reported problem or question. The Customer and Consultant jointly determine the severity level based on the following criteria:

 

  • Severity 1
  • User is unable to work. A business-critical application is inoperable or the computer or network is down. Problem causes data corruption or a system crash or user cannot make effective use of the system.
  •  

  • Severity 2
  • An application is severely restricted, causing significant business impact. Application or device does not work, no reasonable work around exists and there is a critical need for the application or device.
  •  

  • Severity 3
  • A non-critical application or device is malfunctioning in a production environment causing moderate business impact. Application or device does not work, but a reasonable work around exists or the user can wait for a fix.
  •  

  • Severity 4
  • A non-critical application or device is malfunctioning, causing minimal business impact or a non-technical or enhancement request is made.

 

Responses and Resolutions based on Severity

Severity

Initial Response

Resolution

% Of calls

Status Reporting

1

Within 2 hours

Within 24 hours

98%

4 hours

2

Within 4 hours

Within 48 hours

98%

8 hours

3

Within 8 hours

Within 72 hours

98%

24 hours

4

Within 2 business days

Within 5 business days

98%

36 hours

 

Response means the amount of time that the problem or question is acknowledged with the customer.

 

Resolution means the amount of time it takes to resolve the problem or answer the question. It does not mean that the problem is solved but that a plan of action has been agreed to for permanent resolution.
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