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 130 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 $70.00 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.