Managed IT Maintenance Services

What is it ?

For a Single FIXED MONTHLY FEE, TBI will remove the burden of managing your Network by providing everything you need for maintaining your servers, workstations, your Pocket PCs/PDA/Treo, Switches, Routers, Email, Printers and more. Leverage our resources to REDUCE YOUR COSTS.

 

Our IT Managed Services are IT Services delivered to a committed service level (Typically under 4 hours response) in exchange for a PREDICTABLE fee with no long term contracts and cancellable by either party within a 30 day written notice.

Advantages of TBI's Managed Services ("TBI CARE")

 

 

1. Network Documentation:

TBI Care also includes a full and up to date Network documentation and inventory. We will provide adequate documentation illustrating all Servers, all workstations, all peripherals, including software that is loaded and detailed description of hardware and setting of the network. These documents will be kept up to date monthly and will provide a VARIANCE REPORT monthly as well. Variance reports means that an item (software or hardware) has been added or taken out (for example - if a "stick" of Memory has "walked out" of a PC - this will be immediately flagged as an item of concern). The same will be done for licensed and unlicensed installation of software. The reports are distributed to you monthly by Email.

 

 

1. Go from REACTIVE to PROACTIVE:

Reliability, high availability and uptime are no longer an option in today's Networks.

TBI Managed IT Services includes the installation of TBI Management Software, that allows us to monitor every heart beat of your Network, and often anticipate and proactively correct the problems that can be disastrous to your Network, before you know about them, and before they become a catastrophe and bring the Network or Server down.

 

 

1. Network Alerting and Monitoring:

l Server Down ? l Detects security threats l AntiVirus update Problems l Backups not completed l Windows Services Stopped l Exchange Store getting too big l Down Router l Down Internet l TCP Ports not responding l Raid & Disk Health l Disks growing quickly l Internet l Hardware & Software changes l Alert when rogue services get installed (Did someone install a Peer to Peer application and open up a PORT to your Network ? l

 

 

1. Unlimited help Desk Support:

All your users can call our support desk for assistance (9 to 6 on the Standard plans and 24x7 for the All Inclusive Plan)

 

 

1. Intelligent Patch Management:

Our IT team will analyze your Network and will remotely deploy all patches on all workstations and servers and will reset them at a time when neither are being used or on a predictable schedule. Patches are carefully reviewed before applied.

 

 

1. Service Ticket and Tracking: (In Development)

Also included is a SERVICE TICKET Software. Training is included for your users so as to learn how to submit tickets. Monthly reports are then Emailed to you showing each submitted (by Web) and resolved service ticket and showing the HISTORY of each user and each Machine. Full history retention.

 

1. Remote Management/Remote Support:

Fast and 256 Bit RC4 Secure, TBI Care's Remote Control Software provides easy remote Desktop Management of your entire computing infrastructure. Each end user also has the capability of optionally blocking remote control access to their computer systems. This security enables a secure FTP environment with standard Explorer drag and drop file transfer capabilities between the host and client. In addition, there is secure online Chat that can be used exclusively between the end users and support personnel. Secure Broadcast Messaging from administrators to all or select computers are also provided.

 

 

1. Real Time Network Asset Tracking (Inventory Audit):

TBI Care provides a fast, accurate and up to date Audit and Discovery of your entire computing infrastructure. Get a complete and comprehensive software and hardware inventory delivered right to your desktop automatically manually or upon a set schedule (i.e. Weekly, Monthly, etc.). Network Asset tracking that even gives you a VARIANCE report delivered to your desktop every day or when there is a CHANGE in your Network (did someone take a 512 Meg RAM from a PC? You will know it. Did someone install something they are not allowed to? You will know that too!).

 

 

1. Reporting:

•  Hardware and Software Inventory

•  Changes to Computer Hardware or Software

•  Disk Utilization

•  License Usage

•  Network Usage and Statistics

•  Server and Workstation Uptime History

•  Help Desk Trouble Tickets

•  Computer Logs and Status

•  Security Patch and Update Status

 

 

1. Chief Technology Officer (CTO) On Staff:

TBI will conduct a COMPLETE business review and analysis of your Network. Typically we would like to be invited at least twice a year to discuss changes in your IT, planning for future equipment needs, upgrades, moves, adds, changes, and anything else that is affecting your Network so as to continuously have a "road map" with predictable budgets when possible.

 

 

1. Network Policy Enforcement:

Enforce Network Policies by permitting or denying users to applications, or specific files/folders. Also provides detailed network usage reports with drill down.

 

 

 

 

1. Hosting your Domain, and your Web Site option:

Web and Email hosting is available as an option. This includes unlimited Email accounts and aliases. Optionally we also do Hosted Microsoft Exchange (many options exists here, i.e. the ability to add Blackberry Enterprise Server synchronizing, Good Software, archiving, etc.)

 

 

1. AntiVirus, AntiSpyware, and Anti Phishing Option:

We will also provide all of the above - by Symantec Software

 

 

1. E-Mail Anti-Spam & Anti-Virus

Eliminate 99% of your Spam & malware NOW without installing anything on the desktops or the Servers. This is a hosted solution whereas your Email gets scrubbed FIRST and then gets sent to you (in less than 3 seconds). Since 8 out of 10 Emails today are junk, you get to enjoy having your bandwidth BACK to you (and not bogged down by Spam). Best of all, if your internet or Email goes down, it retains your Email for 96 hours. While there is no need for fine tuning, each user has their own dashboard to examine the quarantined spam.

 

 

1. Off Site Backup Option:

Whether your data is located on a Server, Exchange Server, SQL Server or a workstation, TBI can backup your files nightly and keep multiple copies of them. There are no expensive Tape Backups to break. Set it and forget it. In case of a disaster, you can retrieve your files instantly by going to a secure site and downloading all data that was backed up. Off Site Backup is available with our TBI Care services.

 

 

1. Hybrid Backup (optional):

•  Our Hybrid backup is an On Site / Off Site Backup (it is BOTH).

•  We place a 500 Gig External Hard Drive at your premise, with Backup Software (larger drives available for an added monthly price)

•  Once a month (higher frequency available at an additional price), we come out and take it off of your site and place ANOTHER 500 Gig External Hard Drive to replace the one we are picking up.

•  We take your data (the drive) and place it in an environmentally controlled fire proof location.

•  Backups are managed and verified DAILY

•  Hybrid backups offer speeds and reliability far greater than tape and quick restoration when needed

•  The other drive is stored in our secure fire safe

Additional Hours (Standard plan)

The standard plan is an 8 to 5 Remote plan. However, you can add on Site Hours - good for projects, items that require an on site visit (i.e. Hardware failure) and much more. This is a specially priced hourly fee ($49/Hour) with NO trip charges that is ONLY available when purchased WITH our normal value TBI Care plan.

 

1. Bare Metal Backups (LAN or WAN or BOTH:

Full or incremental Backups to an External Hard Drive, NAS (storage must be purchased separately) can be scheduled regularly or on demand and provides real time automated disk backup, disk imaging, file level backup and bare metal restore for Windows 2003 Servers and XP Pro and Vista Workstations. System States are also backed up making restoration possible to operating systems, business applications, user settings, drivers AND data at the same time and generally within about an hour !!!!. No complicated and troublesome Tape Backups required. The entire thing can be managed from a web console and done remotely (even the restore!). Restore to dissimilar servers after a complete failure too. You can recover a single file or restore an entirely crashed workstation to a brand new workstation. The backup agent can make incremental backups, including SQL and Exchange databases. The agent is not capable of mailbox level backups however. Backups from software Raid can be restored to hardware Raid and vice versa. The backup makes a copy of either the full volume or selected files, making it possible to restore to a different raid configuration or even a single drive. This service is divided into LAN or WAN Services. The LAN does the backups at YOUR facility (local) to a Hard Drive. Where as the WAN version of this does the bare metal to a REMOTE facility. You MUST purchase your own Hard Drive for the LAN and/or WAN (not quoted here). You can not do the WAN service without the LAN. Your upload bandwidth is extremely important and at play here since that is what synchronizes with the LAN. T1s are strongly recommended.

 

1. Stand by Tested Server:

For an additional Fee (per server), we will GUARANTEE that we have a Server on STAND BY for you and brought to you in under 3 hours. We will place this server at your site for up to 10 days at 0 charges to you. If you decide to KEEP the server past 10 days, we will invoice it at fair market value at that time - or you can simply fix the server you have and we will re-migrate the data. The stand by server WILL be tested for recovery, in case of failure.

 

 

1. Phones:

TBI can take over the labor maintenance of your Phone System too. This is for unlimited moves, adds or changes (Labor only - does not include parts). Phone Systems we support are Zultys, NEC DS2000 & DSX. Phone system must be able to be accessed remotely unless you are on the Premium Plan.