Tektegrity TSM - Total Systems Management

Proactive, Preventative, Affordable

Getting Set Up

System Preparation Services is the first step to Total Systems Management on your network, and provides strength to the foundations of your IT infrastructure. Our services are best practice driven to ensure system reliability and consistent outcomes.

Features and Benefits

Review system infrastructure and network security policies
Bring infrastructure and systems to a known state (install applications, patches, or updates)
Create hardware and software database
Service and support procedures, discretionary on-site time, and the parameters of service
Add a subscription to Symantec Antivirus for only $3 per month

Workstations

Our desktop service encompass all the critical tasks to keep your Microsoft Windows systems up and running. Our skilled Technicians can even perform hardware maintenance as required, including diagnosis and repair of defective hardware by replacing parts or installation of new systems. The minimum software requirements are Windows 2000 SP-4 or Windows XP SP-2. If your computers do not meet these software requirements, we can perform any necessary upgrades under System Preparation Services.

Setup

Site assessment and inventory
Bring infrastructure and systems to a known state
Install applications, patches, and updates required
Create hardware and software database
Add a subscription to Symantec Antivirus for only $3 per month

Service Performed Continuously

24/7 workstation monitoring

Services Performed Daily

Virus Definitions updated
Virus scans and problems rectified
Spy-ware and Ad-ware removed
Windows clean up and optimization
Windows Defrag checked and performed if necessary
Hard drive health disk scans
Software and Hardware audits

Services Performed Monthly

Java, Flash, Adobe Reader, Shockwave, QuickTime, MSN Messenger and commonly used players and plug-ins updated
Network health and status reports
Log of services performed

Services Performed When Necessary

Testing of all new Windows and Office patches
Monitoring and updating of applicable patches
User account management and customization
User policy enforcement
Software deployment
Application upgrades
Asset management
Low disc space alerts
Theft retention
File recovery

Support Provided

Remote assistance
Phone support
On-site support
1-hour guaranteed response time to critical problems
Unlimited access to TekTegrity Work Order System
Third-Party software support coordination (negotiated)

Servers

Our server management delivers unsurpassed reliability, consistency, and peace of mind. Our Microsoft Certified engineers will be responsible for maintaining your Windows 2000 and Windows 2003 servers and using industry-standard methods to keep them secure and running smoothly.

Setup

Site assessment and inventory
Bring infrastructure and systems to a known state
Install applications, patches, and updates required
Create hardware and software inventory database

Services Performed Continuously

24/7 server monitoring
Virus log monitoring
Exchange monitoring
SQL monitoring
Security log monitoring
System log monitoring

Services Performed Daily

Virus Definitions updated
Virus log monitoring

Services Performed Monthly

Network health and status reports
Log of services performed

Services Performed When Necessary

Proactive server maintenance
User account management
low disc space alerts
Remote Management
Backup Reporting
Data and Disaster Recovery
Hardware Firmware Management

Support Provided

Access to 24/7 Server Support
Remote Assistance
Phone support
On-site support
1-hour guaranteed response time to critical problems
Unlimited access to TekTegrity Work Order System
Third-Party software support coordination (negotiated)

Disaster Recovery Guarantee

TekTegrity guarantees in the event of a hardware failure, an OS security exploitation, or a server-side virus infection that you will not be billed for the labor required to restore your server to the point provided by the last good and available backup. Furthermore, the customer reserves the right to request that the disaster recovery service be delivered during business hours, nights, and/or weekends. TekTegrity will attempt to the best of its available resources to meet the customer's scheduling requests.

Scheduled Maintenance Windows

TekTegrity will regularly install patches and critical updates to your server to help ensure that you are guarded against the latest vulnerability threats. For many of these updates to be installed properly your server must be restarted. TekTegrity will restart your servers, as necessary, between our regular maintenance window of 11PM and 4AM Pacific Standard Time Sunday through Saturday. If the expected downtime is greater than 15 minutes, the TekTegrity Managed Services staff will contact you to inform you of the outage. You reserve the right to request that TekTegrity reschedule the outage to align with your business needs.

Qualifications

In order to qualify for TekTegrity Disaster Recovery Coverage, your environment must comply with the following requirements:

Server hardware is under current warranty coverage hardware vendor
Server operating system is Windows 2000 Server or Windows Server 2003
Client network is protected by a hardware-based firewall such as a Cisco PIX firewall
Server file-system and email-system (if applicable) are protected by licensed and up-to-date virus protection software from Symantec
Server is connected to a working UPS
Server is administered by TekTegrity personnel
Recovery coverage assumes data integrity on the client's backup media
Under this coverage, TekTegrity will restore the server to the point of the last successful backup. If the server or its applications require additional configuration beyond the data provided by the latest backup, TekTegrity will bill this portion at its standard project-specific service rates.
Client provides all Software installation media and key codes in the event of a failure

Worldwide Access

We offer a two-tiered system for remote control access to the computers in your organization. Our remote control systems feature secure, 128-bit encrypted transmissions and no special firewall configuration. You can even transfer files to and from the computer using the same system.

TSM Remote

Access your office computer from anywhere in the world
View desktop, use programs, write emails, edit documents remotely
128-bit encrypted transmissions
No special firewall configuration
Transfer files to and from the computer remotely
Compares to GoToMyPC or PC Anywhere

TSM Advanced Remote

Access to all network computers in your organization remotely
Allows up to 10 remote users
Customized access controls for each user
View desktop, use programs, write emails, edit documents remotely
128-bit encrypted transmissions
No special firewall configuration
Transfer files to and from computers remotely
Does not compare to any other service available

Software Support

TekTegrity recognizes there may be applications crucial to your business that must be supported on your computers. TekTegrity will provide software support coordination for application-related issues. Your project manager will field requests or trouble calls, log the request with the application vendor, and track the issue through resolution.

One number to call for issues with vendors software applications
Provide a technical liaison to vendors
Track issues through resolution
Provide matrix and analysis of issues
One point of contact - easy to remember and hand off for all aspects of the issue
Consistent communication - helps to expedite a resolution
Increased efficiency - users do not have to wait on-line with vendor representatives to resolve issues
Detailed descriptions of issue allow for faster resolution and may prevent issue from re-occurring.

info@tektegrity.comIntegrity in Technology™

TekTegrity™ Computer and Network Support