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Shakopee, MN: (952) 445-8679 Williston, ND: (701) 829-7907 [email protected] www.superior-endeavors.com Your technology ally, helping you succeed one byte at a time! Service Plans Essential Preferred Elite Initial Steps Two hour technology review Monitoring Services 24 by 7 availability monitoring and alerting Error and event log monitoring Drive space and hardware monitoring Hardware inventory Software inventory Security Services 24 by 7 desktop monitoring and alerting 24 by 7 firewall monitoring and alerting Microsoft patch management Third party application patch management Antivirus software (Vipre) and scanning Antimalware software (Malware Bytes Pro) and scanning Malware and virus removal Management and Maintenance Services Remote Desktop Administration User Account Administration Printer, Scanner, MFP, and MFC Management Time and Materials Charge Hardware and Software Warranty Management Ongoing Technology Documentation Temporary file and Internet debris removal Performance monitoring Performance optimization Basic Support Services Chat, e-mail, phone, and remote control support (Service Desk) M-F 8:00 am to 6:00 pm 1 24 by 7 24 by 7 Desktop application support (Service Desk) M-F 8:00 am to 6:00 pm 24 by 7 24 by 7 Onsite support (SEI Staff) Time and Materials Charge M-F 8:00 am to 6:00 pm 24 by 7 Remote support (SEI Staff) Time and Materials Charge 2 M-F 8:00 am to 6:00 pm 24 by 7 Advanced Support Services Guaranteed response times Monthly network summary report Third party application support and vendor management 3 Time and Materials Charge Firewall/VPN/Router management Time and Materials Charge Time and Materials Charge Business continuity planning Consulting Hourly Charge CTO services Consulting Hourly Charge Consulting Hourly Charge Annual risk assessment Consulting Hourly Charge Consulting Hourly Charge Other Services After business hours support (onsite) Time and Materials Charge 4 Time and Materials Charge 4 After business hours support (remote) Time and Materials Charge 4 Time and Materials Charge 4 Hardware/Software Installations Time and Materials Charge Time and Materials Charge Time and Materials Charge Web-based management portal Client communicator with self-help center Client remote access capability Mobile device management Optional Optional Optional 1 24 by 7 Service Desk can be added. 2 Business hours support (M - F 8:00 AM to 6:00 PM) will be billed at 0.5 times our regular hourly rate. 3 This includes custom or line of business applications such as accounting, CRM, ERP, Messaging, Voice, etc. 4 After hours support (hours outside of M - F 8:00 AM to 6:00 PM) is billed at 1.5 times our regular hourly rate with a three hour minimum. Protected Harbor SM Desktop Care

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Page 1: Protected HarborSM Desktop Care...Antivirus software (Vipre) and scanning Antimalware software (Malware Bytes Pro) and scanning Malware and virus removal Management and Maintenance

Shakopee, MN: (952) 445-8679Williston, ND: (701) [email protected]

Your technology ally, helping you succeed one byte at a time!

Service PlansEssential Preferred Elite

Initial StepsTwo hour technology review

Monitoring Services24 by 7 availability monitoring and alerting

Error and event log monitoring

Drive space and hardware monitoring

Hardware inventory

Software inventory

Security Services24 by 7 desktop monitoring and alerting

24 by 7 firewall monitoring and alerting

Microsoft patch management

Third party application patch management

Antivirus software (Vipre) and scanning

Antimalware software (Malware Bytes Pro) and scanning

Malware and virus removal

Management and Maintenance ServicesRemote Desktop Administration

User Account Administration

Printer, Scanner, MFP, and MFC Management Time and Materials Charge

Hardware and Software Warranty Management

Ongoing Technology Documentation

Temporary file and Internet debris removal

Performance monitoring

Performance optimization

Basic Support ServicesChat, e-mail, phone, and remote control support (Service Desk) M-F 8:00 am to 6:00 pm1 24 by 7 24 by 7Desktop application support (Service Desk) M-F 8:00 am to 6:00 pm 24 by 7 24 by 7Onsite support (SEI Staff) Time and Materials Charge M-F 8:00 am to 6:00 pm 24 by 7Remote support (SEI Staff) Time and Materials Charge2 M-F 8:00 am to 6:00 pm 24 by 7

Advanced Support ServicesGuaranteed response times

Monthly network summary report

Third party application support and vendor management3 Time and Materials Charge

Firewall/VPN/Router management Time and Materials Charge Time and Materials Charge

Business continuity planning Consulting Hourly Charge

CTO services Consulting Hourly Charge Consulting Hourly Charge

Annual risk assessment Consulting Hourly Charge Consulting Hourly Charge

Other ServicesAfter business hours support (onsite) Time and Materials Charge4 Time and Materials Charge4

After business hours support (remote) Time and Materials Charge4 Time and Materials Charge4

Hardware/Software Installations Time and Materials Charge Time and Materials Charge Time and Materials ChargeWeb-based management portal

Client communicator with self-help center

Client remote access capability

Mobile device management Optional Optional Optional

1 24 by 7 Service Desk can be added.2 Business hours support (M - F 8:00 AM to 6:00 PM) will be billed at 0.5 times our regular hourly rate.3 This includes custom or line of business applications such as accounting, CRM, ERP, Messaging, Voice, etc. 4 After hours support (hours outside of M - F 8:00 AM to 6:00 PM) is billed at 1.5 times our regular hourly rate with a three hour minimum.

Protected HarborSM Desktop Care

Page 2: Protected HarborSM Desktop Care...Antivirus software (Vipre) and scanning Antimalware software (Malware Bytes Pro) and scanning Malware and virus removal Management and Maintenance

All tasks are performed in low priority mode.*If missed, a Microsoft Patch Assessment will run before the next scheduled Security Patch Deployment until the assessment is successful.**Logical Disk Space Check runs as part of the Hardware & Software Asset Collection scan.

Protected HarborSM Desktop Management Schedule

Sunday Monday Tuesday Wednesday Thursday Friday Saturday

Anti-virus updates every 4 hours

Anti-virus updates every 4 hours

Anti-virus updates every 4 hours

Anti-virus updates every 4 hours

Anti-virus updates every 4 hours

Anti-virus updates every 4 hours

Anti-virus updates every 4 hours

Hardware & software asset

collection

Hardware & software asset

collection

Temporary file & internet debris

removal

Temporary file & internet debris

removal

Microsoft patch assessment*

Logical disk space check**

Logical disk space check**

Quick spyware scan & removal

Quick spyware scan & removal

Quick spyware scan & removal

Quick spyware scan & removal

Quick spyware scan & removal

Quick spyware scan & removal

Security patch deployment

Security patch deployment

Security patch deployment

Security patch deployment

Security patch deployment

S.M.A.R.T. Monitoring check

S.M.A.R.T. Monitoring check

Shakopee, MN: (952) 445-8679Williston, ND: (701) [email protected]

Your technology ally, helping you succeed one byte at a time!


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