- Installation site survey
- Site Survey Report
- Deployment report and sign-off
Account
Management
- Assigned SnowFin Technical Champion
- Semi-annual planning sessions with assigned SnowFin Technical Champion
Software
Management
- Application update (1 scheduled update per year per managed desktop or server)
- OS updates (1 scheduled update per year per managed desktop or server)
- Patch updates (1 scheduled update per year per managed desktop or server)
On-site
Assistance
- Periodic scheduled on-site visits with assigned technical champion of 2 hours each.
- On-site assistance for escalated problems
Problem
Resolution Assistance
- Phone assistance
- Service availability tracking
- Problem identification, resolution and/or dispatch
- Escalation procedure
- Uptime monitoring
- Helpdesk and trouble ticket tracking
- Trouble ticket call reporting
Asset
Management
- Inventory reporting
- Inventory tracking
- Inventory change management
- Installed application software tracking
Resource
management
- CPU, disk, memory utilization
- LAN utilization
Disaster
Recovery Assistance
- Backup monitoring
- Device configuration archive and storage
- Device recovery
