Managed Service Provider (MSP) & Backup Solution

Description: Project Scope Install & configure agents on desktops and notebooks on each managed PC for comprehensive remote management and support. Setup 24x7 electronic monitoring to monitor critical network services, including disk and processor utilization, event logs, antivirus, and backup systems. Implement patch management solution installed and configured for Microsoft operating systems and applications. Setup utilization and performance reporting for any critical networked systems or services identified by you or our team. Configure Global Management System to manage our SonicWALL firewall. Setup & review comprehensive antivirus solution to protect the servers, your workstations, and your email system. Collect domain management & account Information for future domain changes, or a new domain will be registered on your behalf. Establish and test quarterly the Disaster Recovery Plan (DRP). Setup & review service request submission/escalation process , identifying primary contact

points, reviewing ticket submission procedures, and clearly communicating an escalation process for issues. Setup service request management & reporting on our extranet , granting access to authorized contact points. Adhere to agreed-upon deadlines, subject to events or incidents outside our reasonable control. Provide priority support for all critical issues, as diagnosed according to our standard procedures Maintain IT support resources in accordance with industry standards Provide direct access to business owner and managers for escalation Maintain legally required software licenses Maintain support subscriptions with all critical hardware and line-of-business application software vendors. Maintain high-speed internet services to all managed equipment w/ public IP address at office locations. Maintain modern standardized client hardware and operating systems. Provide reasonable access to 3rd party support services and physical equipment and software.Receive reasonable accommodations for conflicts, unforeseen events, and other priorities. Support: Network, server, and workstation administration.Unlimited help desk and remote-control support (8a-5p M-F)Unlimited On-Site support (8a-5p M-F) with no trip chargesBank of monthly support hours (30) renews monthly.24x7 web portal accessAutomated ticket status notifications Backup: Establish/Update Backup Recovery strategy Security: Server and workstation defined patch management plan of all servers, switches, access points, firewalls, and workstations.24x7 monitoring of critical servers, network, and backup system Antivirus Software and UpdatesManaged firewall with unified threat management Move/Add/Change Technology procurement serviceWorkstation application installation & upgrades Workstation, printer, handheld deployment and OS upgrades Server application installations and upgrades Priority 1 (Emergency) -1 business hour Priority 2 (Quick) - 2 business hoursPriority 3 (Normal) - normal business hours After hours emergency support – within 4 hours after issue has been created Publication Date/Time: 4/29/2022 12:00 PM Closing Date/Time: 6/20/2022 11:00 AM Submittal Information: james.trent@norcrossga.net Contact Person: Dr. James Trent james.trent@norcrossga.net Business Hours: M-F (8:00am - 5pm) Miscellaneous: Please contact Dr. James Trent with any questions via email: James.Trent@norcrossga.net Related Documents: MSP RFP & Scope