Mid-Market Services

Remote Infrastructure and Desktop Managed Services

GT Mid-market Services (MMS) are designed to provide a comprehensive suite of remote infrastructure and desktop managed services for mid-sized business. GT services are performed 24×7, 365 days a year by experienced, certified technicians, who use enterprise-class technologies and follow proven ITIL processes to ensure continuous uptime for servers, network devices, infrastructure applications and desktops.

Always On
24×7 monitoring of critical IT infrastructure.
 No Disruption
Preventive maintenance is performed for updates, changes, and performance-intense services during non-peak periods, eliminating impact to client business operations.
 
Complete Control
GT sets SOP standards for the review of incoming alerts and initial execution. Detailed reports show work performed.
 Proactive
Incoming alerts are reviewed and immediately remediated by GT. If required, we coordinate with Vendor tech support for remediation.
 
Fully Integrated
All alerts are updated in Autotask and Connectwise PSA tools. GT will support published RMM tools, platform or infrastructure hardware used by our partners and their clients.
 Accountable
Detailed reports are generated on all activity performed – alerts, trouble tickets, preventive maintenance, and infrastructure performance — all instantly available from a secure web portal.
 

 

Server and Network Infrastructure Services

Two levels of MMS are available:

AID proactively monitors the health of your server and network infrastructure: industry standard monitoring checks the availability and performance of Windows & Linux operating system services, event logs, SNMP based network devices as well as hardware errors. GT personnel reviews incoming alerts and log files to quickly pinpoint an issue and proceed with pre-defined standard operating procedures (SOPs) for remediation. If the SOPs fail to resolve the problem, the ticket is updated and immediately escalated to a designated ISP vendor for resolution of the issue.

MANAGE lets you profit from full remediation and management of your server and network infrastructure: in addition to monitoring, SOP remediation and full resolution of problems or issues, GT personnel reviews incoming alerts and log files to quickly pinpoint an issue and remediate the problem. If the GT personnel is unable to resolve the problem, the ticket will be updated with detailed troubleshooting steps and immediately escalated to the vendor Tech Support1 or ISP vendor for further troubleshooting and full resolution.

Preventive Maintenance and Weekly Reporting

Reduce the risk of system failure or outages with GT SBS AID and MANAGE. Services include Windows patch management2 for operating systems, as well as proactive Anti-virus definition updates, Active Directory (AD) and Exchange health checks. GT will approve all major updates performed.

Weekly and monthly reporting is provided and reports are available on demand for both GT SBS AID and MANAGE services. GT reports provide valuable data for GT to regularly assess the overall health of your IT infrastructure under management.

MID-MARKET SERVICES FOR SERVERS AND NETWORKAIDMANAGE
24x7 Monitoring of Windows Server (Availability, Performance, Services and Event logs), Network Devices and backup processes
Alert Validation & Escalation
Verifying Completion of Backup Jobs
Standard Operating Procedures(SOPs)-based Initial Remediation
ISP Vendor3 Escalations for Link Downtime
Anti-virus Definition Updates Validated
Windows Patch Management Per Customer Approval
2-way Integration with Autotask/Connectwise or Access to Portal for Case Tracking and Metrics Reports
Executive Dashboard (web portal), On-Demand, Weekly & Monthly Reports
Monthly Health Checks for Active Directory and Exchange
Troubleshooting & Full Remediation
Vendor Tech Support for Further Troubleshooting and Full Resolution
Move, Add, Change (MACs)4

Desktop Services

GT MMS Desktop services help maintain the productivity, as well as optimize the performance, reliability and security of client’s Windows-based desktops and portable devices. MMS Desktop services are performed 24×7, 365 days a year by experienced, certified Windows administrators, who use enterprise-class technologies and follow proven ITIL processes for minimal impact on user productivity of desktop and portable devices.

Customers may choose from two levels of MMS Desktop services for Windows desktops and portable systems – AID and MANAGE. MMS AID provides remote Windows patch management and Anti-virus updates for preventive maintenance. MMS MANAGE includes the same services offered within AID, and includes access to your GT desktop support team by Chat, Email or via alert Ticket for any desktop or laptop issue. GT will respond as if they are a member of your own IT Staff.

MID-MARKET SERVICES FOR DESKTOPSAIDMANAGE
Management of Windows Patch Releases (Operating System, IE, Office) to Desktops and Portable Systems
Anti-virus Definition Updates Validated
Inventory Reporting (desktops/laptops)
Contact via Email, or Web for Desktop/Laptop Issues, Access or Problems with Network(s) or Printer(s), User Password Resets, PDA Synchronization, Virus Removal and VPN Client Configuration/Access. All Requests/Issues Ticketed and Escalated to NetEnrich desktop team for resolution(Per Customer Specification)
IT INFRASTRUCTURESUPPORTED TECHNOLOGY
Server Operating SystemsWindows Server 2000 and upwards, SBS Server Linux Flavors (Red Hat, Centos & Ubuntu)
Server ApplicationsDomain Controller (Active Directory), Email (Microsoft Exchange), Backup (Symantec, NT Backup), Mobile (Blackberry), Virtualization (VMware, Xen), Terminal Servers, Citrix, SharePoint, Web Servers (Apache, Tomcat, IIS, Web logic, JBoss, J2EE)
DatabasesMS SQL (EXP, STD), My SQL (STD)
NetworkSwitches, Router, Firewall, WAP and VoIP (Cisco, HP & Juniper)
Website MonitoringWebsite Monitoring
DesktopsWindows XP and upwards
Anti-virus ProductsSymantec, McAfee, Trend Micro, CA eTrust Antivirus, Kaspersky, ESET NOD32, Microsoft Security Essentials, Microsoft Forefront Client Security, Sophos Anti-Virus and AVG

1 – Microsoft Vendor Tech Support Included. Must have valid vendors’ maintenance/technical agreement for Network devices, Non-Microsoft or 3rd party applications, and Anti-virus products. Expiration of maintenance/technical support agreement places limits on AID & MANAGE services. Software & hardware put into ‘End of Life’ phase by vendor will be limited to AID & MANAGE service only.

2 – Default Windows patch Management includes Security & Critical patches. Genuine Windows license is the responsibility of the customer.

3 – Customer or solution providers should authorize GT personnel to escalate link failures to ISP vendor. Valid support contracts managed by the customer.

4- MACs for AD, Exchange mail boxes, Blackberry, Terminal servers and Citrix are included.