Service Description
Premium Agreement
Core Services
- 24/7 Remote monitoring of Workstations and Servers
- Monitoring alert resolution Monday-Friday 7am-7pm
- Alert resolution outside of hours above available after approval at billable hourly rate
- Advanced EDR included – Monitored and managed by 24/7 US Based SOC
- Remote trouble ticket resolution Monday-Friday 7am-7pm included
- 24/7 Service Desk availability
- Trouble resolution outside of 7am to 7pm available after ICE approval at billable hourly rate
- Onsite dispatch of Field Engineer included available Monday-Friday 8am-5pm at VEIT discretion
- Pre-Onboarding Assessment of environment is required by a VEIT toolset that automatically captures network infrastructure information
Business Objectives
Provide client with access to Advanced EDR, monitoring and management of workstations and servers. Provide Service Desk coverage from 7am to 7pm with after hours and weekend support billed per hour. Provide onsite service Monday-Friday between 8am-5pm at VEIT discretion.
Project Brief and Solution Requirements
The Onboarding project will consist of performing the tasks as described above and, in generic detail, below.
Implementation
| Visual Edge IT Responsibilities | Client Responsibilities |
|---|---|
| • Deploy RMM Workstation and Server agents | • Provide Admin usernames and passwords to any hardware or services needing support |
| • Remotely Deploy Advanced EDR Agent through RMM toolset | • Work with VEIT on any necessary documentation |
| • Document information provided by preonboarding assessment, information provided by Client and information gathered by VEIT in VEIT's document management system | • Respond to requests for information in a timely manner |
| • Provide access to the Service Desk at the end of the onboarding | • Provide ICE (in case of emergency) contact and/or Primary contact that can approve billable work |
Deliverables
- Service Desk access
- Remote Monitoring and Management of Covered devices
- Onsite Support as needed Monday-Friday 8am-5pm at VEIT discretion
Constraints and Assumptions
- This estimate was designed based on information in place at the time of creation. Any changes that take place between estimate creation and the quote being signed could require a project change order. This may cause a delay in the project as additional licensing, labor, and/or quotes may be necessary.
- Any deviation from the steps outlined in this estimate will require a project change order. This may cause a delay in the project as additional licensing, labor, and/or quotes may be necessary.
| Required and Unplanned Down Time | Third Parties Coordination |
|---|---|
| • There may be required downtime to install the RMM Tools if so, it will be scheduled with the client's approval. | • The client will be responsible for coordinating any required 3rd-party interaction. |
Expected Outcome
At the conclusion of the project, the client will be onboarded into the VEIT Premium Managed Services Agreement with Access to the VEIT Service Desk 24/7. Trouble tickets and monitoring tickets resolved outside of Monday-Friday and between the hours of 7am-7pm will be worked with ICE approval and billed per hour. Onsite dispatch of field engineers at VEIT's discretion is covered by the agreement Monday-Friday between the hours of 8am and 5pm, Holidays excluded.