N ET C ARE MANAGED SERVICES
Aug 07, 2015
NETCAREMANAGED SERVICES
What are “managed services”?
• Managed services is the practice of transferring day-to-day related managementresponsibility as a strategic method for improved effective and cost-efficient operations.
• Other types of managed services
Water ~ Power ~ Transportation
Huh…?
• A managed services provider (MSP), is typically an information technology (IT) services provider, who manages and assumes responsibility for providing a defined set of services to their clients either proactively or as needed.
• This approach focuses on the tasks and the outcomes, not the time it takes to perform the task –we call it Outcome-Based Service
So why should I care?
• MSPs bill a flat or near-fixed monthly fee, which benefits their clients by providing them with predictable IT support costs.
• Predictability is the key
• No large bill suddenly happening
• Every month the same cost for a variety of services
• Every component being watched and reported on
• Remote support instead ofexpensive service calls
So what are my benefits?
Customer peace of mind – monitoring of the network on 24x7 basis proactively
Single point of contact for all network issues
Single supplier instead of multiple vendors
Guaranteed and defined service levels (SLAs)
Known costs for management & fixed price contracts
Avoid costs of own management & reporting systems
Lower total cost ownership for owner(s)
And… much greater flexibility for the business
So what is covered?
Network Infrastructure
Monitoring
Anti-Virus
Spyware
Servers
Routers
VPN
Asset Mgt
Config Mgt
Storage
Backup
WLAN
Security
Firewall
Intruder Detection
Threat Assessment
Bus. Continuity
SaaS (Software)
IaaS (Infrastructure)
Hosted Mail
Hosted FTP
Hosted Server
Doc Mgt Systems
Collaboration Sys
Hosted Web
SEO/Web 2.0
Does it meet my special needs…
• NetCare Managed Services have 3 levels of comfort, depending on what you are ready for.
• Basic – Server Monitoring & Patching; Proactive PC Maintenance
• Standard – adds User Service Desk to Server/Network Active Support and Administration; and Network Security
• Premium – adds Vendor Management, On-Site Fixed-Fee Maintenance, and much more• All backed by guaranteed service levels (SLAs)
But we need some additional support…
• NetCare Managed Services also offers.
• virtualCIO Support
• Backup and Data Recovery Systems
• Cloud-based Email/Collaboration Products
• Network Security Systems
• Cloud-based Storage and File Services
• Hardware Systems and Hardware Warranty Support
• Network Print Services
• Network Voice Systems (VoIP)
But we are a small company…
• NetCare Business-in-a-Box is for you:
• Bundled into 5-user paks; and Flat-Rate Pricing
• Don’t Need a Server
• Cloud Email and Email Security
• Cloud Collaboration and Conferencing
• Cloud Backup and Data Recovery
• Cloud Storage and File Services
• Cloud URL, Hosting and “Quick” Website
• User Service Desk 24x7
What is this guaranteed service levels?
• NetCare Service Level Guarantee
• 60-day money back guaranty allowing the new client and risk-proof try-before-buy.
• And then… A penalty percentage refund if DWP misses specific deliverables, like…
• Service Desk response time to criticalissues.
• On-site Field Engineering response timeto critical issues.
• Monthly patches and upgrades.
Services summarized
• NetCare “Answer Desk”: 866-520-6414
• NetCare e-mail box: [email protected]
• NetCare portal built into: www.dwpia.com
• NetCare monthly summary reports
• NetCare software package: includes anti-virus, Internet security, monitoring, remote access, scripting utility and desktop communication tools.
Anything else?
• Backup and Data Recovery (BDR)• Constant Monitored Backup and
File/System Recovery with ServiceDesk Support
• Cloud ServicesWeb Services Email Services
Collaboration Services VoIP Services
FTP Services Security Services
Computing Services Broadband Services
How do I keep track of what’s going on?
• NetCare Service Ticketing
• All services are tracked via Service Tickets
• One team member is accountable for each Service Ticket
• E-mailed creations, modifications and completions
• Web-based portal for customer access to Service Ticket status and billing
I can’t be bothered with details; I just want summary reports
• NetCare Services
• Each month you are e-mailed a summary report of all activities and faults on your network
• Periodically you will have a meeting with our team to go over system status and strategic planning
• You will get an e-mailed newsletter quarterly
My people need help NOW, how do I get it?
• NetCare Service Desk
• 24x7 manned by U.S.-based trained service-level technicians
• They can take care of diagnosing simple software and system faults, for a number of systems (Microsoft Windows and Office, Mac OS X, Adobe Acrobat, antivirus and backup software)
• Can escalate to Network Operations Center (NOC) or to Field Engineering
I can’t have my people bothered during business hours.
• NetCare Network Operations Center (NOC)
• 24 x 7 monitoring and proactive activities
• After-hours install of softwareor diagnostic support
• After–hours antivirus and anti-spyware management
• After-hours patches and upgrades (AFTER they have been tested and white-listed)
• Available to do software activities
I worry about “wackos” on the Internet.
• NetCare Services• Out team performs an initial network assessment, which includes
a Microsoft Best Practices Analysis (BPA), to benchmark your network and make recommendations.
• We will do a quarterly vulnerability assessment and BPA which the Technical Account Manager will go over with you
• We will look at your employee network practices and make
recommendations (optional Keylogger)
I worry about what happens if I get hit by one of those bad viruses.
• NetCare Services• We will work with you to create a
worry-free environment
• Anti-malware and anti-SPAM built-in
• Firewall configuration management
• Intrusion detection
• Network security patching managed
• But if you get hit…
• Service Desk trained in malware detection and cleansing, usually cleaned within 15 minutes.
• Field Engineer can be on-site quickly if needed
Anyway…What does it all mean?
NO WORRIES…GET BACK TO WORK
Questions?