ProactiveIT² Gold

ProactiveIT² Gold level, for the customer that wants to hold us accountable to a higher level of responsibility and authority over their network. For this client the value of the network to the productivity of their people is high. A system that is down is going to cause substantial frustration and loss of productivity. With ProactiveIT² Gold small business can afford the support that is typically expected in much larger organizations. Instead of waiting for something to occur we provide automated monitoring 24/7 of your critical systems. Review of that monitoring tells us when something isn’t working, in fact we may know about it even before you do and can start work right away at solving the problem. Because the system is telling us what’s wrong at the source we are able to fix problems far faster than if we had to rely on user symptoms resulting in less cost to fix and less in lost productivity.

PROGRAM BENEFITS

1. All the benefits of ProactiveIT² Silver
   
2. Immediate remediation during normal business hours
   
3. Help Desk service included, takes load off you internal “power user”
   
4. Proactive Patch Management of critical and non-critical updates
   
5. Security monitoring
   
6. Reduced risk through license and asset management
   
7. Priority in support queue over Silver and non-contract clients
   
8. 10% reduction in hourly rates
   
   

INCLUDED SERVICES

The Squaretree ProactiveIT² Silver program provides:

• Remote monitoring/alerts through the Squaretree 24/7 Network Operations Center (NOC) for listed devices

• Squaretree will institute immediate remediation during normal business hours
• On request Squaretree will institute remediation after hours/night and holidays

• Security monitoring/alerts

• This agreement will provide for security monitoring, alert and support services to all devices as identified in Appendix B.
  
• Squaretree staff will respond to any detected security incident(s) immediately or during normal business hours depending on severity.

• Patch Management

• The most important line of defense against virus attacks is vigilant patch management. This agreement will provide for proactive patch management.
• Squaretree will provide 24/7 monitoring of patch levels and remote installation and update of patches on all covered equipment.
• While most patches do not create problems occasionally a patch will interfere in unexpected ways with your services. Upon being notified of bad patch behavior Squaretree will start immediate mitigation billing against contract hours or extra hours as needed.

• Proactive Preventative Maintenance Support

• Our team will conduct monthly proactive on-site services on your network
• Any invasive proactive work will be pre-advised and where practical conducted during scheduled maintenance times so as not to negatively impact availability.

• Squaretree Service Desk Support

• Service and Help Desk support as outlined in Appendix C

• Priority Placement in the service queue

• You will receive priority over non-contract and Silver level clients