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SERVICES  >>  PREVENTION  >>  INFOGUARD SENTRY PREVENTATIVE MAINTENANCE PLANS

InfoGuard Sentry Service Descriptions

Monitoring/Maintenance Plans

Rate Discount: Our rate to customers not on a maintenance plan is $130. To earn the stated discount, 80% of your networked computers must be included in the plan.

Hourly Rate: This number shows the discounted rate for all hourly work performed by InfoGuard. We have one rate for all hourly services and all times of the day. Examples: setting up a new PC or troubleshooting a server. Pricing for certain professional services, such as creating a disaster plan, are customized and are performed as fixed price bids, not hourly. Ask your InfoGuard sales person for a list of services or visit our website for more details

Price per device monitored: This number represents the cost per month to place each device, i.e. a PC or server, under our maintenance agreement. This price is variable and depends on the total number of devices to be monitored.

Priority Scheduling:
This is how we will prioritize scheduling:

1. Premium Plan Customers
2. Basic Plan Customers
3. Customers not under any maintenance agreement

Guaranteed 4 hour Response Time: We respond to all issues, for customers under a maintenance plan, within 4 hours or less. InfoGuard defines a response to an issue as either a call from our help desk or an onsite visit by a technician. Many times issues can be resolved remotely. However, if the issue requires an on site we will schedule it as soon as possible and in accordance with the severity of the problem.

If we do not respond to your issue within 4 business hours of being reported you will receive 1 hour of our services free of charge.

Locked in Emergency Rate: Your Emergency Rate is your Normal Discounted Rate stated above. We never increase your rate for after hours work, i.e. after 5:00p.m., or weekend work. We stay on the job until your problem is fixed at your fixed hourly rate.

Same Day Emergency Service: If the issue is reported as an emergency, i.e. your server is down, we will respond as soon as possible and at least by the end of the day. We will also prioritize an emergency situation over a non-emergency service.

Business Hours: Monday - Friday 8:30am - 5:30pm We will be adding a call center to provide 1st level support 24 hours a day and provide you with the ability to contact us in the event of an emergency day or night. This service will only be offered to our premium customers.

Remote Support: Our help desk will always attempt to resolve your issues remotely if possible. This method is much faster and more cost effective for you than coming on site for every support issue. However, if the issue will take longer than 30 minutes to resolve or simply cannot be resolved remotely we will make an onsite visit. Remote Control For End Users (premium customers only): Premium service plan customers will be given the ability to use their computers from remote locations. This is very similar to PC Anywhere or GoToMyPc service. Customers will go to a website, key in their username and password and then they will be given access to their workstations. You will have the same use of your computer as if you were sitting in front of it.

Note: The machines have to be powered on for this service to work.

24 Hour PC Monitoring/Maintenance

Security patch management/updates: We will provide a monthly report that will detail all missing security and service patches and the associated risks. You can decide to patch and update your machines yourself or have InfoGuard do it for you at no extra charge. Service Pack installation and other software upgrades are not part of the service agreement and are additional, chargeable services.

Defrag And Scan Disk: We will perform standard weekly maintenance such as scan disk and defrag on all of your workstations under agreement and will report on any errors that have occurred. We will also provide information about how many machines we performed maintenance on. This will be part of your network health score report.

Spyware And Virus Sweep and Management: We will make sure that your Spyware software and Virus definitions are up to date and that your machines are scanned weekly. No interaction from your staff is required. Machines scanned and results will be reported on your network health score report.

We are working on supplementing your existing Spyware and Anti Virus programs at the PC level by running secondary tools to help catch what your main virus or spyware software may have missed. Our experience has shown that this process identifies and cleans more effectively than just one program.

Internet logs cleared: We weekly delete Internet temporary log files that take up space on your hard drive and can make your system run slow.

Check Free Space on drives (premium customers only): We report to you, by PC, how much hard drive space you have available so you know when you need to replace or upgrade a system.

Check Memory Use (premium customers only): We will monitor how your computer uses memory and will identify when you need to upgrade or add memory. Through careful monitoring you can avoid approaching problems, such as poor performance, due to a lack of memory.

Notification of System Malfunctions: Our monitoring software will send us an error message when your end users experience a problem with their computer. This could be a system crash, a computer "lock-up", or even a problem with an application. This early notification will allow us to research the error and assist you in resolving the issue. This will not capture every computer problem, however, it will let us know in most cases that you are experiencing problems even before you call for support.

24 Hour Server Monitoring/ Maintenance

CPU Usage: CPU utilization is a valuable metric to help you avoid problems. We monitor your systems to see just how hard your servers are working and will alert you when a threshold is exceeded. When the CPU is working too hard you will experience slower than normal response times from your network or when accessing your data. The CPU utilization history will be provided on your monthly detail report

Free Space on Drives (premium customers only): We report to you, by server, how much hard drive space you have available so you know when you need to replace or upgrade a system

Memory usage (premium customers only): We will monitor how your computer uses memory and will identify when you need to upgrade or add memory. Through careful monitoring you can avoid approaching problems, such as poor performance, due to a lack of memory.

Server malfunctions: By monitoring your servers and we will be notified when they experience a malfunction. For example we can track if a program is not running properly or if hardware is failing thereby avoiding impending disasters. Any errors your servers encounter will be identified in your monthly reporting.

Anti-virus updates: We will update your virus definitions on a regular basis and scan your servers weekly. Update and scanning history will be reported on your network health score report.

Backup Performance: We will monitor and activate your existing backup processes and alert you when they do not run as scheduled.

Alert Notification: We will be notified if one of your servers or key workstations goes down or stops responding.

24 Hour Network Monitoring

Intruder Alert (premium customers only): After establishing a baseline we will be alerted if an unknown user logs on to your network. You will be notified of any intrusions immediately. Intrusion history will also be included in the monthly reporting.

Internal Network Speed (premium customers only): We will monitor how fast information is moving across your network, form a base line and report any changes in speed. As you add end users or network devices your network speed could degrade. We can help you keep an eye on how well your network is handling growth and alert you when you may need to make changes to increase performance.

Internet Traffic Speed/Connectivity (premium plan only): We test your Internet connection speed monthly to ensure that you are getting what you paid for from your provider. We will also be alerted when your Internet connection is down.

Notification of Software Changes (premium plan only): We will monitor software addition/deletion activity on your PCs and servers. We will report to you monthly, by machine, when software has been added or deleted from your systems.

Notification of Hardware Changes (premium plan only): We will monitor hardware changes and report to you, by machine, when hardware has been added or removed from your systems. This will be included in your monthly detail statement.

Monthly Reporting

Computer System Health: This report will provide you with an executive summary covering your computers, servers and network. This report will show information such as your overall security patch status, network health score, number of successful backups, number of alert notifications captured in the month and disk space used by machine.

Detailed Reporting by PC & Server (premium plan only): This report is designed to be a detailed report by machine listing the following: server malfunctions, PC level malfunctions, failed login attempts, internal network speed score/history, internet speed score/history, hardware/software changes by machine and backup history.

Onsite Physical Maintenance (backup checking, server cleaning): We will make an onsite visit and physically test the backup to ensure that you can recover files from the backup. We will also provide any physical maintenance of the server(s) to keep them running as they should.

Prepaid Support Hours

Discount for buying hours up front off our base rate: This number represents the % discount you will receive if you choose to purchase hourly services from us in advance. This number represents the discount off of our standard rate, not your discounted rate. Once you've established an "hours used" history you may elect to buy these hours in advance to save money.

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