Pro Balance ™ [ Service Details ]
Here are detailed descriptions for the Pro Balance services.
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NOTE: If a data protection plan has not been created or is out of
date, you will be asked to pay for the creation of this plan.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 status
virus definitions
viruses 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 customer 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.
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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 customer 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.
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.
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Contact us now for more information. |
