PREMIUM 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
Our Premium MasterIT Managed Services Package is designed to allow you to focus on your business, leaving the infrastructure worries to us. 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. With Mosaic MasterIT Network Management Service, the level of service you receive will be just like having a dedicated technology professional on your team that manages your Network Infrastructure, without the expense of having to hire that individual.
PROACTIVE MAINTENANCE
Mosaic Premium MasterIT Service Package plays an important part in assuring that your network is running at peak performance. Our suite of services helps you monitor the strengths and weaknesses of your network, as well as determine any configuration changes that may be necessary. Any controlled changes to your network and it’s components-especially configurations, software and cabling, can have an effect on its overall efficiency.
To maintain control, you need a team with the knowledge to manage all activity that has the potential to affect your network. Mosaic has what it takes to manage your network and maximize its performance. We use the latest remote access application and resources to provide you with the fastest and most cost effective network management solution.
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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| PREMIUM 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 |
| Unlimited 24x7 Remote Help Desk |
| Mosaic Technologies, Inc. will provide UNLIMITED 24x7 Level I/II Remote Help Desk support. Remote help desk support is limited to the activities outlined in the managed services agreement. |
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| 10x5 On-Site Support - Up to 8 Hours |
| Mosaic Technologies, Inc. will provide 10x5 onsite support each month in accordance with the managed services agreement. These support hours may be used at your discretion on any activity you see fit. These hours do not carry over from month to month and are non-refundable. After hours and Holiday onsite support will be billed on a time and materials basis. |
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| Discounted Service Rates |
| 20% Discount on Service Rates |
| As a Premium Managed Services customer, you are entitled to a 20% discount on all service rates. Check the Work Authorization Form of your Managed Service Agreement for additional details. |
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| On-Site Response Time |
| Guaranteed Response Time - 4 hours + Travel or better |
| Mosaic Technologies, Inc. will provide, when needed, onsite support for critical events within 4 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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| Enterprise Anti-Virus Software |
| Enterprise Anti-Virus software for Workstations and Servers |
Mosaic Technologies, Inc. will provide enterprises class antivirus software for every PC and Server covered under your premium managed services agreement. This software is provided by ESET software and is the NOD32 software suite. This software includes lifetime upgrades and renewals for as long as you are under the premium managed services agreement. |
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| Anti-Virus Software Management and Support |
Mosaic Technologies, Inc. will manage and support your anti-virus software for as long as you are under the premium managed services agreement. This includes updating the software managing the daily signature updates and policing, troubleshooting, and repairing infections and or quarantines. |
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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. |
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| 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. |
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| 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. |
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| 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 Desktop and Server Monitoring and Alerting |
Mosaic Technologies, Inc. will provide 24x7 monitoring and alerting on all of the Customer’s PC’s and Servers covered by this service package and will diagnose and repair alerts for critical Application, Security, and System Events. |
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| Network Firewall Monitoring |
Mosaic Technologies, Inc. will, depending on hardware capabilities, monitor the Customer’s firewall for critical events and uptime. |
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| Backup Monitoring and Administration |
Mosaic Technologies, Inc. will provide monitoring of daily backup jobs via the backup logs and will routinely update jobs to include new or changed data. Mosaic Technologies, Inc. will also diagnose and repair backup job errors and critical events. |
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| Workstation and Server Support |
| Workstation Support |
Mosaic Technologies, Inc. will provide helpdesk I.T. Support for every PC covered under this agreement. Support is limited to the PC operating system, business productivity software (MS office etc.), installed third party applications, and directly connected peripheral devices (phones, printers, etc.) |
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| Server Support |
Mosaic Technologies, Inc. will provide systems engineering support for every server covered under this agreement. Support is limited to the server operating system and its associated modules, installed 3rd party software, and directly connected peripherals (battery backup, etc.) |
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| Microsoft Patch Management and Driver Updates |
| Microsoft Patch Management |
Mosaic Technologies, Inc. will routinely test, approve, and install Microsoft OS and Application updates on Microsoft Windows based PC’s and servers covered by this service package. |
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| Driver Updates |
Mosaic Technologies, Inc. will routinely test, approve, and install driver updates on all Workstations and Servers covered by this service package. |
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| Security Administration |
| Domain Security Policies |
Mosaic Technologies, Inc. will routinely optimize and configure the customer’s Domain security policies. |
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| User Account Administration |
Mosaic Technologies, Inc. will provide user creation and rights management for Customer’s domain user accounts. |
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| Printer Management |
| Printer Management |
| Mosaic Technologies, Inc. will provide management of printers attached to a file server covered by this service package which will be dependent on printer hardware capabilities. |
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| Firewall Management |
| Firewall, VPN and Router Management |
| Mosaic Technologies, Inc. will provide software and firmware updates and policy rule set changes on Customer’s firewall(s). Mosaic Technologies, Inc. will monitor and manage VPN access to customer’s firewall. Mosaic Technologies, Inc. will, depending on hardware capabilities, monitor, manage, and provide firmware updates for the Customer’s router(s). |
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| Server Log File Maintenance |
| Server Log File Maintenance |
| Mosaic Technologies, Inc. will routinely review and manage server logs for servers that are covered by this service package. |
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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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| 24x7 Remote Control Support |
| Mosaic Technologies, Inc. will provide 24 hour event resolution via remote control. |
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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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| Quarterly Business Report and Onsite Executive Review |
Mosaic Technologies, Inc. will provide you with a Quarterly Business Report and conduct and Onsite Executive Review detailing the overall health and status of the Customer’s network. |
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| Annual Technology Roadmap |
Mosaic Technologies, Inc. will conduct an annual planning meeting to discuss technology strategies and formulate a deployment schedule and plan for those strategies. |
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| Disaster Recovery Planning |
Mosaic Technologies, Inc. will help Customer design a disaster recovery plan. Any software, hardware, or labor required to implement this plan is outside the scope of this service and will be subject to additional billing on either a time and material basis, or a block time service agreement. |
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Network Services 
