ChathamTech is committed to delivering outstanding service and support to our customers. We specialize in providing Information Technology (IT) solutions to small businesses. ChathamTech’s experienced staff brings state of the art technology resources to the market.
Our technical team is professional, up-to-date with business technology, and most importantly able to interact with you and your staff in a personable and businesslike manner. We assign a primary and a secondary systems engineer to handle your account and schedule weekly or monthly on-site support to keep your network running smoothly and at optimum performance levels.
As an added benefit to our premier clientele, we have designed a Contract Services program to address the on-going needs of your information management systems. This is a very proactive approach to identify possible problems before they impact daily business activities.
We customize all of our service contracts to uniquely meets the needs of our clients. You and the ChathamTech team will develop your support plan based on the needs of your business. Some and/or all of the following Standard ChathamTech Contract Services will be included. They are as follows:
ChathamTech will perform the following as required:
1. Onsite Network Maintenance and Monitoring:
• Apply Virus Definition updates as needed
• Deploy service packs and security updates to network computers and servers
• Verify network security provided by firewall
• Monitor internet connectivity from ChathamTech’s office
2. Remote Network Monitoring and Maintenance:
• A remote support checklist will be compiled by the lead engineer on your account. ChathamTech will remotely connect into your server(s) and perform the tasks on the remote support checklist on a daily/weekly/monthly basis.
• Remote support checklists include a baseline check of:
• Server event logs
• Tape backup logs and backup job configuration
• Antivirus updates
• Server hard drive space
• Server processor and RAM utilization
• Remote support checklists will be customized per client to include checks of such things as Microsoft Exchange services, SQL services, terminal services and other industry specific applications. Remote support is billed at the client’s contract rate in 15 minute increments.
• Additionally the customer my choose to purchase a network monitoring solution, our software will be configured to monitor the items on the remote support checklist on a 24/7 basis and will notify ChathamTech if any errors or problems occur.
3. After Hours Server Updates and Reboots:
• A weekly schedule will be established with the customer for ChathamTech to connect into their server(s) after hours to apply Microsoft Windows updates and reboot the server(s). This allows ChathamTech the ability to ensure the servers are up to date with the latest security patches and updates, while not having to impact the client’s productivity by taking down the server during business hours.
4. Server Maintenance:
• Verify successful tape backup
• Restore from backup
• Performance optimization
• User administration
• Event log review to catch problems early
5. Workstation Maintenance:
• Defragging hard drives
• Performance optimization
• Spyware, Adware and Virus removal
• Hardware repair as needed
6. Help Desk and Remote Support:
• All support requests received by ChathamTech (via our support ticket system or phone) are passed by our staff in order to provide quicker resolution to issues which can be resolved remotely.
• As a ChathamTech Contract Services client, you will receive priority over non-contract clients in the help desk queue.
7. Consulting Services / Projects
• The client may choose to apply the hourly commitment to any ChathamTech service, with the exception of web site design, hosting and maintenance. To help provide continuity for the client and ChathamTech, a network diagram and service log will be maintained at the client’s location. Additionally, technology planning, consulting and project management services are available.
Optional CRS Technology Contract Services:
ChathamTech also offers the below contract services in addition to the above standard contract. Clients may wish to add all, some or none of the below services.
1. Online Backup Services:
• ChathamTech offers its clients the ability to securely backup its data to an offsite facility on a daily basis overnight. The online backup software is installed at the client’s site and is configured to backup all business critical data so in the event of a complete catastrophe, the data can be restored to another server.
• Pricing for the online backup service is provided at a fixed monthly fee based on the client’s backup size requirements. If interested, ChathamTech will provide you with a separate document outlining the fee structure and service details.
2. Disaster Recovery Planning:
• ChathamTech has developed a disaster planning and recovery solution which is being implemented for several key clients. The disaster recovery solution includes the need for offsite redundant servers which are hosted at a secure out of state facility with redundant backbone connections to the Internet. Servers from the client’s site can be replicated to these offsite servers in real time and in the event of a catastrophe, the client can continue to work using terminal services or Citrix off their remote servers.
• ChathamTech will work with the client to determine the disaster recovery needs and pricing for the appropriate software and hardware to provide the required redundancy. Research, planning and installation time will be billed at the client’s contract rate.
3. Network Security Evaluations:
• At the client’s request, ChathamTech is able to provide the client with a complete analysis of the customer’s network security. The analysis will include firewall, server, wireless and workstation devices as well as an examination of policies on the network such as password policies and Internet usage policies. The analysis is based on industry standard best known practices for network security.
• Based on our analysis, ChathamTech will provide the client with recommendations on how to improve the security infrastructure and costs associated with implementation.
An additional benefit to being a contract client is a labor rate reduction
• ChathamTech offers a variety of service contract options. The plan you select will be based on the size of your organization, your prior service history, your specific needs and your budget. Once you select a plan, you will be billed for only the actual number of hours used at the agreed upon labor rate.
• Your firm will have improved scheduling and on-going access to the ChathamTech team assigned to your account. Routine maintenance and projects will be given priority status. The Client and ChathamTech will outline a specific process and schedule to best meet the needs of the customer.
• End users will have help desk support M-F 8:30 am to 5:00 pm. This typically is by phone or remote access. Help desk support is billed in 15 minute increments. Additionally technical support is available to contract clients on evenings, weekends and holidays. All evening, weekend and holiday calls for service are responded to within 30 minutes.
• ChathamTech recommends a combination of remote support and scheduled onsite service. An appropriate schedule will be tailored for your needs.
Electronic work orders will be completed for each service activity performed. The minimum hours per contract level will be billed for specific and agreed upon services (remote/phone/onsite) performed. Also your firm will be billed at the contract rate for any additional services and/or labor performed that month. Clients are billed for the actual number of hours used per month at the agreed upon service contract rate.
With a monthly service contract you will receive improved scheduling, discounted rates and an assigned technical team to support you. Additionally, service contract clients benefit from a consistent, proactive approach to network support and maintenance.
When your business needs professional Information Technology services without the burden of a full-time computer network technician, consider a service contract with ChathamTech.
|
|
Remote Support
1. Enter your name
2. Click Connect.
3. When asked to save or run
please select run.
The system may ask you twice.
|
