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Plan 2 – Tiered Service Level Agreements
C3 San Diego is proud to now provide Service Level Agreements for your Small Business Network. The cost of this plan is tiered, based upon the number of Servers and Desktops in your organization, and the Service Level required. Beginning with Tier 1 we will prevent problems by providing Proactive Monitoring of your Business Server and Network, Managed Virus protection and proper Patch Management. If during Monitoring, we determine an issue is to arise we alert you with a plan of attack or fix it remotely. Depending on requirements your company will fall into one of the following 3 Tiers.
Tier 1
- Network & Internet Connection Monitoring of the Server and Router
- Full Small Business Server Support (Covers all issues pertaining to Hardware, Operating System & Microsoft Software)
- Remote Monitoring of Server Logs
- Bi-Monthly Diagnostic Reports For Dell Power Edge Servers
- Patch Management Protection for Server and all Desktop Machines
- Installation of Windows Update Server, if requested
- Managed Virus Protection of all Machines (Product Licensing Additional)
- Configuration and maintenance of an On-Site Backup Routine
- Off-Site Backup of 1GB of data files to C3SD's Backup Server
- Phone and Remote Desktop Support for Server Issues
- Discounted On-Site hourly rate for all non-covered issues
Tier 2
- All of Tier 1 plus
- Installation of Health Monitor on Main Server to Monitor Events
- Monitoring Status Reports sent via email to C3SD
- Support for Desktop Systems (Hardware Issues, Network Connectivity and Operating System Support)
- Office Suite Support including Office 2007
- C3SD Spyware Package including weekly scans of all Machines
- Phone and Remote Desktop Support for Desktop and Laptop Issues
- Scheduled visits for installation of new Hardware or Software, including transfer of data from old machines to replacements
- Discounted On-Site hourly rate for additional Desktop or Laptop application troubleshooting
Tier 3
- All of Tier 1 & 2 plus
- Full Support for all Desktop Machines and Applications. (Covers all issues which may arise)
- Visits as requested by the client
| Rates: |
Tier 1 |
Tier 2 |
Tier 3 |
| Base Fee |
$100.00 |
$150.00 |
$650.00 |
| Fee Per Server |
$60.00 |
$75.00 |
$75.00 |
| Fee Per Desktop |
$20.00 |
$30.00 |
$45.00 |
| Fee Per Laptop |
$25.00 |
$35.00 |
$50.00 |
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| Discounted Hourly Rate |
$70.00 |
$70.00 |
N/A |
In the event of an emergency regarding your Small Business Server or Network Connectivity there will be no additional out of pocket expense for labor under Tier 1. Tier 2 expands this to cover all Desktop Hardware, Operating System and Office Suite issues. Finally Tier 3 is essentially like having an IT person on staff for a quarter of the monthly cost. All issues that may arise with your machines or network will be covered. Please note these Service Level Agreements do not cover the cost of software or replacement hardware should an issue arise.
Regardless of tier selected a solid backup routine consisting of both On and Off-Site storage will be implemented as part of any C3 Service Plan.
Service Level Agreements are signed in 4 month increments but are billed monthly. Generally all Service Level Agreements oversee normal hours of operation Monday Through Friday 7am to 7pm, however additional hours can be included for an additional rate.
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Download Service Agreement PDF
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