ServicePlus coverage includes:
- Includes GFI MAX monitoring license for each server covered
- Remotely monitor server functions and performance with GFI MAX remote monitoring agents.
- Vipre anti-virus license and management on covered server(s)
- Manage installation of all “critical” Windows updates as deemed necessary by Parsec for reliability while maintaining application software capability. Installing full Service Packs is not included.
- Monitor and verify all Windows services are functioning and repair as needed.
- Disk space availability – (Time spent helping you clean-up and/or archive files is NOT included in ServicePlus nor is repartioning hard drives.
- Disk drive fault-tolerance (RAID) functionality monitored and repaired as necessary (on Parsec servers only)
- Backup operational status is monitored daily. Backup configuration, repairs or restores is not covered
- Critical Events and Alerts are monitored and corrected as necessary.
- Exchange Server functionality and health checked.
- Priority early-morning start-up monitoring and help each business day at 7:00am
- Disaster recovery services to restore a failed server (exclusions listed below)
ServicePlus covered network adjustments and help-desk support
- Make changes to users, passwords, e-mail accounts, as requested. (This does not include setting up new computers which requires an on-site visit.)
- Provide unlimited help-desk support on server and connectivity related problems.
- Priority response provided for on-site services as required.
- Determine Internet connection problems as reported, repair if server or router problem is found and equipment is from Parsec.
Network Repairs and Disaster Recovery
In the event of a network failure, Parsec Computer Corporation will diagnose the cause of the file server problems under this agreement and make repairs as necessary. Support on network-wide related problems is included only. Repairing the operating system is covered unless caused by an exclusion noted below. Problems with individual workstations or application software is not included.
Response Time
With a current ServicePlus contract in effect; problems covered under the terms of the agreement will be responded to with two business hours of being reported.
- Business Hours are defined as Monday through Friday, 7:00am until 5:00pm PST excluding national holidays.
NOTE: This response time guarantee only covers the network as described below, other problems reported will be subject to technician time available. Response shall be defined as having a qualified person remotely or locally connect to the server to begin analysis and definition of a resolution plan.