BASIC MASTER IT SERVICE PACKAGE |
 Even the smallest business today relies on its computer network more than ever before. Dealing with the complication of network infrastructure equipment and service can be a daunting task that puts your business at risk when your infrastructure is down.
24x7 REMOTE HELP DESK - 2 HOURS
Our Basic MasterIT Managed Services Package is designed to provide an economical entry point that will allow you to be more aware of your network and give us the ability to help you manage it as well. We view ourselves as an extension of your business where our goal is nothing short of a dramatic reduction in your total cost of infrastructure ownership as well as a reduction in your technology-induced stress level.
FLAT RATE SERVICE – ELIMINATE HIDDEN COSTS
Traditionally, outsourced IT support has involved billing clients for service by the hour, resulting in high and inconsistent charges, leaving clients not knowing what they are paying for. On the contrary, Mosaic offers its customers a flat rate billing that provides an array of essential IT services for a flat rate monthly rate on a per device basis.
Our Flat Rate Service Plans eliminate the questionable pricing practices that many IT service companies impose on customers and ensures that our goals are aligned with your goals to produce maximum uptime and productivity from your technology infrastructure. |
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| BASIC PACKAGE COVERED SERVICES |
| Network Assessment |
| Network Assessment and System Discovery |
| After signing with Mosaic Technologies, Inc., we will perform a detailed network assessment, which will identify your IT assets, systems, and procedures. We will identify areas that should be remediated prior to the “Go Live” date of your managed services agreement. The network assessment and system discovery is provided at no additional charge and the findings of this assessment will be presented to the you and your management team along with recommendations and a planned schedule for any remediation. |
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| Support Hours Included |
| 24x7 Remote Help Desk - 2 Hours per month |
| Mosaic Technologies, Inc. will provide 2 hours of 24x7 Level I/II Remote Help Desk support. Remote help desk support is limited to the activities outlined in the managed services agreement. |
| 10x5 On-Site Support - Time and Materials basis |
| Mosaic Technologies, Inc. will provide onsite support each month on a time and materials basis during normal business hours. |
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| On-Site Response Time |
| Guaranteed Response Time - 8 hours + Travel or better |
| Mosaic Technologies, Inc. will provide, when needed, onsite support for critical events within 8 hours of the event plus travel time or better. If event resolution is required outside of business hours, during weekends, or on holidays customer will be charged on a time and material basis using the rates stated in the Work Authorization Form. |
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| Asset Inventory |
| Asset Inventory |
| Mosaic Technologies, Inc. will maintain a list of Hardware and Software inventory for Workstations and Servers that are covered under this agreement and will update this list monthly. This list will include Software and hardware assets, license keys, and number of installed instances. |
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| Monitoring and Alerting |
| 24x7 Availability Monitoring and Alerting |
Mosaic Technologies, Inc. will monitor the disk drives of all Workstations and Servers covered under this package. |
| Error and Event Log Monitoring |
Mosaic Technologies, Inc. will monitor error and event logs for significant events on every PC and server covered under this agreement and trigger alerts should those events be detected. Errors requiring manual intervention will be remediated as required. |
| Disk Drive Monitoring |
Mosaic Technologies, Inc. will perform availability monitoring of all PC’s and Servers under this agreement and will be alerted if a PC or server fails to respond consecutively for 15 minutes. |
| Application and Database Monitoring |
Mosaic Technologies, Inc. will monitor database performance and availability on Servers covered under this agreement and will trigger alerts for any critical condition detected. |
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| 24x7 Alerts and Remote Support |
| 24x7 Email and Phone Alerts |
| Mosaic Technologies, Inc. will provide automatic phone and email alerts for critical events. |
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| Reports and Meetings |
| Monthly Network Summary Reports |
Mosaic Technologies, Inc. will provide a monthly network performance and utilization report and to discuss the level of service and any technology issues the customer may have. |
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Network Services 
