what is an msp?

NETCAREMANAGED SERVICES

What are “managed services”?

• Managed services is the practice of transferring day-to-day related management responsibility as a strategic method for improved effective and efficient operations.

• Other types of managed servicesWater Power Transportation

Huh…?• A managed services provider (MSP), is

typically an information technology (IT) services provider, who manages and assumes responsibility for providing a defined set of services to their clients either proactively or as needed.

• This approach focuses on the tasks and the outcomes, not the time it takes to perform the task – we call it Outcome-Based Service

So why should I care?• MSPs bill a flat or near-fixed

monthly fee, which benefits their clients by providing them with predictable IT support costs.

• Predictability is the key• No large bill suddenly happening• Every month the same cost for a

variety of services• Every component being watched

and reported on• Remote support instead of

expensive service calls

So what are my benefits?

Customer peace of mind – monitoring of the network on 24x7 basis proactively

Single point of contact for all network issues Single supplier instead of multiple vendors Guaranteed and defined service levels (SLAs) Known costs for management & fixed price

contracts Avoid costs of own management & reporting

systems Lower total cost ownership for owner(s) And… much greater flexibility for the

business

So what is covered?

Network Infrastructure

MonitoringAnti-VirusSpywareServersRoutersVPNAsset MgtConfig MgtStorageBackupWLANSecurity

FirewallIntruder DetectionThreat AssessmentBus. ContinuitySaaS (Software)IaaS (Infrastructure)Hosted MailHosted FTPHosted ServerDoc Mgt SystemsCollaboration SysHosted WebSEO/Web 2.0

Does it meet my special needs…

• NetCare Managed Services have 3 levels of comfort, depending on what you are ready for.• Basic – Server Monitoring, Patching &

Proactive Maintenance• Standard – adds User Service Desk to

Server/Network Active Support and Administration; and Network Security

• Premium – adds Vendor Management, On-Site Fixed-Fee Maintenance, and much more• All backed by guaranteed service levels (SLAs)

But we need some additional support…

• NetCare Managed Services also offers.• virtualCIO Support• Backup and Data Recovery Systems• Cloud-based Email/Collaboration

Products• Network Security Systems• Cloud-based Storage and File Services• Hardware Systems and Hardware

Warranty Support• Network Print Services• Network Voice Systems (VoIP)

But we are a small company…

• NetCare Business-in-a-Box is for you:• Bundled into 5-user Paks; and Flat-

Rate Pricing• Don’t Need a Server• Cloud Email and Email Security• Cloud Collaboration and Conferencing• Cloud Backup and Data Recovery• Cloud Storage and File Services• Cloud URL, Hosting and “Quick”

Website• User Service Desk 24x7

What is this guaranteed service levels?

• NetCare Service Level Guarantee• 60-day money back guaranty

allowing the new client and risk-proof try-before-buy.

• And then… A penalty percentage refund if DWP misses specific deliverables, like…

• Service Desk response time to criticalissues.

• On-site Field Engineering response timeto critical issues.

• Monthly patches and upgrades.

Services summarized

• NetCare “Answer Desk”: 866-520-6414• NetCare e-mail box:

support@dwpia.com• NetCare portal built into:

www.dwpia.com• NetCare monthly summary reports • NetCare software package: includes

anti-virus, Internet security, monitoring, remote access, scripting utility and desktop communication tools.

Anything else?

• Online Marketing Services• Monthly web-based active marketing

services for small businesses

• Cloud ServicesWeb Services Email ServicesCollaboration Services VoIP ServicesFTP Services Security ServicesComputing Services Broadband Services

How do I keep track of what’s going on?

• NetCare Service Ticketing• All services are tracked via Service Tickets• One team member is accountable for each

Service Ticket• E-mailed creations, modifications and

completions• Web-based portal for customer access to

Service Ticket status and billing

I can’t be bothered with details; I just want summary reports

• NetCare Services• Each month you are e-mailed a

summary report of all activities and faults on your network

• Periodically you will have a meeting with our team to go over system status and strategic planning

• You will get an e-mailed newsletter quarterly

My people need help now, how do I get it?

• NetCare Service Desk• 24x7 manned by U.S.-based tier-1 and tier-2

technicians• They can take care of diagnosing simple

software and system faults, for a number of systems (Microsoft Windows and Office, Mac OS X, Adobe Acrobat, antivirus and backup software)

• Can escalate to Network Operations Center (NOC) or to Field Engineering

I can’t have my people bothered during business hours.

• NetCare Network Operations Center (NOC)• 24 x 7 monitoring and proactive activities• After-hours install of software

or diagnostic support• After–hours antivirus and anti-spyware

management• After-hours patches and upgrades (AFTER

they have been tested and white-listed)• Available to do software activities

I worry about those wackos on the Internet.

• NetCare Services• Out team performs an initial network assessment,

which includes a Microsoft Best Practices Analysis, to benchmark your network and make recommendations.

• We will do a quarterly vulnerability assessment and BPA which the TAM will go over with you

• We will look at your employee network practices and

make recommendations (optional Keylogger)

I worry about what happens if I get hit by one of those bad viruses.

• NetCare Services• We will work with you to create a

worry-free environment• We will warranty your network

against damage due to virus attack• We will clean all of your machines• We will reload your machines from disk, if necessary• We will reload all of your company data from backup• We will do this as part of your agreement – no charge

What do I have to do to get this kind of warranty?

• Your system must be assessed by our team

• All software must be covered by the manufacturer for defects or errors, and provide patches and upgrades

• All hardware must be covered by warranty or extended warranty, and have all drivers available

And…?

• Your network must have a competent firewall and a server-based anti-virus system.

• Wireless Access Point and Remote Access competent encryption

• Your employees must be trained and sign a mutually-created Acceptable Use Policy

Anyway…What does it all mean?

NO WORRIES

…GO BACK TO WORK

Questions?