Service Details
Protect your critical business data on covered servers from loss due to user error, hardware/software failure, or malicious actions.
Included Services
Create a data protection plan, as part of the Pro Balance pre-requisites project, to keep your data safe.
NOTE: If a data protection plan has not been created or is out of date, you will be asked to pay for the creation of this plan. A current data protection plan is an integral part of protecting your corporate data.
Back up selected folders to an on-site data store using one or more backup applications to one or more backup media.
Verify the server’s on-site data folder image.
Troubleshoot and resolve backup failures.
Optional Services
- Snapshot the server’s configuration for disaster recovery.
- Replicate the server’s data folder image to a remote location, either in the Tampa Bay area or outside of the region.
- Monitor the server’s data folder image replication and act on failures.
- Create and maintain a data archive plan to manage data as it’s value declines.
- Monitor and manage the data archive process.
Data Balance will monitor the health of your covered server(s) to ensure that issues are caught early before they affect business productivity.
Included Services
Monitoring of:
- disk space status
- disk health statusvirus
- definitionsviruses found
- Windows patch status
- critical services status
- Exchange Server
- Internet Information Service (IIS)
- Domain Name Service (DNS)
- Dynamic Host Configuration Protocol (DHCP)
- Routing and Remote Service (RRS)
- event log warnings/errors - critical
- server up/down status
- current hardware and software inventory
- high CPU
- disk queues
- NIC throughput
- unexpected restart
Under the Pro Balance Bronze plan, Data Balance will automatically notify your technical contact by email of certain issues that may need attention on covered servers before they affect business productivity.
If your business is covered under a Silver, Gold or Platinum plan, instead of notifying your technical contact, Data Balance will proactively address the issue without your intervention.
Included Services
- disk errors
- disk space low
- viruses found
- Windows patches missing
- critical services down
- critical event log errors
- internet service provider (ISP) down
- server down
- hardware or software change
- high CPU
- unusually long disk queues
- unexpected restart
All Pro Balance plans include a discount for projects outside the scope of covered work. Refer to your Pro Balance agreement for the amount of this discount, or contact client service for more information.
All Pro Balance plans are delivered for a fixed monthly investment for all covered service cases.
All Pro Balance plans are month-to-month, and may be cancelled at any time subject to the agreement terms.
Data Balance will proactively maintain your covered server(s) to prevent issues before they happen.
Included Services
- apply critical Windows Server patches
- monitor and update anti-virus pattern definitions
- scans for and remove server viruses
- defragment server disk
- clean up server disk
- flush server DNS
- synchronize server clock
The Data Balance helpdesk is here to fix server operating system or server application issues as they occur.
Pro Balance Silver, Gold and Platinum include a “guaranteed response time” for all service cases. Your Pro Balance agreement defines the response times, but in general the following table applies.
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Severity
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Priority
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Involves
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Call Back
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On Job
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Urgent
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Business outage or significant client impact which threatens future productivity.
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Total work stoppage on three (3) or more PC clients.
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1 business hour
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4 business hours
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High
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High-impact problem where production is proceeding, but in a significantly impaired fashion.
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Total work stoppage on one (1) to three (3) PC clients.
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4 business hours
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1 business day
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Medium
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Important issue that does not have significant productivity impact. Problems that have an alternate solution.
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Partial or no work stoppage.
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1 business day
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3 business days
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Low
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Simple questions or inquiries. Issues that can wait for a short time.
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No work stoppage.
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n/a
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n/a
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Data Balance will monitor the health of your network to ensure that issues are caught early before they affect business productivity.
Included Services
Monitoring of:
- local area network total throughput
- local area network up/down status
- wide area network (WAN) up/down status
- internet service provider (ISP) status
- router packet and routing statistics
NOTE: Some of the services above may require an upgrade in your network router or other equipment/software. If an upgrade is required, you will be asked to pay for the project, including the equipment and labor to install it.
The Data Balance helpdesk is available Monday through Friday from 8:30 am until 5:00 pm, excluding U.S. National holidays. Pro Balance Gold and Platinum plans include extended helpdesk hours for urgent cases only. An “urgent” service case is defined as total work stoppage on three (3) or more PC clients.
Eliminate the time wasted when vendors point fingers. Resolve all of your technology issues through a single point of contact, just like your own internal IT department.
Data Balance will monitor the health of your covered workstations to ensure that issues are caught early before they affect business productivity.
Included Services
Monitoring of:
- disk space status
- disk health status
- CPU usage
- key workstation services
- unexpected restart
- application shutdown
- agent offline for more than 7 days
Workstation Preventive Maintenance
Data Balance will proactively maintain your covered workstations to prevent issues before they happen.
Included Services
- apply critical Windows patches
- monitor and update anti-virus pattern definitions
- scan for and remove workstation viruses
- scan for and remove workstation spyware
- defragment workstation disk
- clean up workstation disk
- flush workstation DNS
- synchronize workstation clocks
The Data Balance helpdesk is here to fix workstation issues as they occur.
When a service case cannot be resolved remotely, Data Balance will dispatch an engineer on-site to your place of business to resolve the issue at no extra cost under a Pro Balance Platinum plan.
