Service Description
Network Premier 24/7 Agreement
Core Services
- 24/7 Remote monitoring Firewalls, Switches and Wireless Access Points
- Monitoring alert resolution 24/7
- Remote Network trouble ticket resolution
- 24/7 Service Desk availability
- Onsite dispatch of Field Engineer available after ICE approval at billable hourly rate
- Pre-Onboarding Assessment of environment is required by a VEIT toolset that automatically captures network infrastructure information
Business Objectives
Provide clients with access to network monitoring and management of Firewalls, Routers, Switches and Wireless Access Points. Provide Service Desk coverage from 7am to 7pm with after-hours and weekend support billed per hour. Provide ability to leverage dispatched onsite resources billed per hour.
Dependencies: Server or other always-on Windows device to install Network Monitoring Agent (1 required per physical location)
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 Network Monitoring Tool once per physical network location | • Provide Admin usernames and passwords to any hardware or services needing support |
| • Document information provided by preonboarding assessment, information provided by Client and information gathered by VEIT in VEIT's document management system | • Work with VEIT on any necessary documentation |
| • Provide access to the Service Desk at the end of the onboarding | • Respond to requests for information in a timely manner |
| • 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
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 Network Monitoring and Management 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 Network Premier 24/7 Managed Services Agreement with Access to the VEIT Service Desk 24/7. All monitoring alerts and trouble tickets will be resolved 24/7.