SafeGuard Managed Services
Safeguard Managed Services provides a complete solution for managing an existing network and for embarking on new IT initiatives. Covisia has the infrastructure, tools and experience to establish a partnership providing support of day to day network activities as well as complete strategic technical assistance. Covisia offers four managed support packages: Premier, Advanced, Ultimate and Advantage.
Covisia Solutions managed services provide a structured approach to augmenting or fully managing and supporting the IT environments of today’s leading organizations, freeing both technical and non-technical personnel to concentrate on the company’s core business competencies.
SafeGuard IT Assessment and Initial Discovery
Covisia conducts an IT Assessment and initial discovery to assess and review the existing server and network environment, which include the following tasks:
- Server and Workstation Assessment
- Citrix Environment Assessment (if applicable)
- Network Assessment
- Pertinent information in regards to ISP, 3rd party applications and vendors
- Reports all findings in a thorough and concise format
- Identifies advantages, disadvantages and the state of the infrastructure design
- Identifies areas of concentration
- Identifies where changes can resolve issues
- Identifies industry trends and products that can enable and support the desired changes
- Deliverables:
- Assessment Document
- Current State / Desired State Summary
SafeGuard Infrastructure Support: Servers
Covisia provides professional management of Citrix and Microsoft server environments.
- Covisia supports Microsoft and Citrix environments; including system monitoring, processing alerts and outages per support best practices.
- 7x24 technical phone, remote access support and administration of the server and operating system from level 1, level 2 and level 3 engineers. If problem cannot be resolved remotely, an engineer will be dispatched onsite
- Windows Patch Management of hot fixes only
- Application of Windows Service Pack updates and any additional non-critical updates
- Remote troubleshooting of servers and infrastructure devices
- Multi-Vendor coordination to jointly troubleshoot issues
- Support requests (phone or email)
SafeGuard Infrastructure Support - Network Devices & Cisco Unified Communications
Covisia provides professional management of Cisco Unified Communications environments.
- 9x5 / 24x7 technical phone, remote access support and administration of the server and operating system from level 1, level 2 and level 3 engineers
- Quarterly reports showing issues, resolutions, recommendations and trends
- Monitor routers, switches, firewalls and servers and circuits
- Windows Operating System Patch Management and Service Pack Installation (as applicable)
- Remote troubleshooting of servers and infrastructure devices
- Adds, Moves and Changes for phone users
- Multi-Vendor coordination to jointly troubleshoot issues
- Software support and upgrades for the selected equipment.
SafeGuard PC/Workstations Support
Covisia provides professional management and administration of Microsoft PC workstation environments running Microsoft supported Operating Systems (XP or greater).
- 9x5 technical phone and remote access operational support of Microsoft PC Workstations
- Anti-Virus/Anti Spyware monitoring and management
- Customer is responsible to purchase license renewals separately from this agreement
- Patch management including auto updates of Microsoft vulnerability patches
- Temporary File/Internet Debris Removal
- PC Imaging for replacement PC Workstations and Laptops
- Remote maintenance of PC workstations
- Optional onsite PC Workstation Support can be added at an additional price
- Remote and Onsite Maintenance of PC workstations
Proactive, Remote System Monitoring
Continuous monitoring of Servers, PC Workstations and Network Devices.
- 9x5/24x7 notification of Server and Network Infrastructure alerts
- Preventive Alerts and Notification for Windows-based resources, including, but not limited to:
- Hardware Thresholds and Availability (memory, disk, CPU, RAID, UPS, etc.)
- Microsoft Windows 2000 and above
- Active Directory
- Microsoft Exchange 2000 and above
- Microsoft SQL Server 2000 and above
- Citrix Presentation Server
- Antivirus
- Device monitoring includes installation of Covisia Solutions’ monitoring software agents
SafeGuard Service Desk
Covisia processes in-coming support requests through our Service Desk and provide first-class help desk support to respond and resolve support calls in accordance with standards, providing accurate and creative solutions to user problems.
- Most popular applications supported (i.e. Word, Excel, Outlook, etc.)
- Performance targets:
- Average Speed of Answer (ASA): 80% <= 30 seconds
- Percent of Support Requests Logged: 100%
- Percentage of First Contact Resolution (FCR): >= 70%
- Percentage of Abandoned Calls: <=5%
SafeGuard Data Storage Service (Disk to Disk/Remote Backup)
Covisia’s Vaulting Backup/Disaster Recovery Solution.
- Extreme Model Storage Server solution with 256 bit Encryption
- 2 TB, RAID10 local storage
- Can backup up to 10 Servers
- Includes 100GB offsite storage
- Additional offsite storage over 100GB will be charged at $1.50 per GB/per month
- Fast recovery for files and e-mail
- Server Recovery (Bare Metal Restore)
- Server Virtualization
SafeGuard Managed Mail Services
Covisia offers world class e-mail defense solution covering the following items:
- Advanced Spam Blocking
- Virus and Worm Scanning
- Content and Attachment Filtering
- Fraud Protection
- Email Attack Protection
- Outbound Message Filtering
- Sophisticated Quarantine Management
- Around-the-clock Monitoring and Protection
- MX Logic Message Continuity & Disaster Recovery
SafeGuard Hardware Maintenance
Covisia offers hardware maintenance and repair through Safeguard. Safeguard includes hardware maintenance, network troubleshooting, NOS reloads and spare part replacement. Software modifications and enhancements to Client’s network are not included, nor is service labor to fix software errors.
- 9x5 / 24x7 Hardware Support
- Comprehensive protection, with guaranteed response times
- Technical resources, including on-call staff and the availability of spare parts
SafeGuard VCIO Service
- Quarterly Executive CIO Service to drive IT efficiencies
- Align business goals & budget with technology initiatives
- Review Infrastructure current / state desired state
- Guide Executive with technical best practices & financial recommendations
- Dedicated contact to email or call with business/IT questions
- Annual review and update of the IT Business Analysis
SafeGuard IT Benchmark Review
- General overview and IT guidelines & recommendations based on IT best practices.
- Provides 3rd party insight as to what their IT person is doing and a general state of their environment.
- Half Day IT review with engineer & 1 page document
- Presentation to Executive
Dedicated Engagement Team
Covisia provides clearly defined accountability for client satisfaction.
- Covisia Customer Support Team
- Director of Support Services, Support Account Manager, Service Desk Supervisor, Manager of Customer Support, Primary Support Engineer
- Vendor escalation teams
Preventive Care Service
Covisia provides pre-scheduled remote maintenance on covered areas of the supported infrastructure. The Preventive Care Service is based on a pre-determined check-list.
- Monthly/Quarterly/Bi-Annual Remote Preventive Care service will be delivered yearly based on a predetermined check-list
- Covisia will follow up with a written Preventive Care Summary after each Preventive Care service