Abletek ONECARE Features & Advantages
Network Documentation (Included in all plans):
All ONECARE Managed Service Plans include a full and up to date network documentation and inventory within two weeks of paid engagement. We will provide adequate documentation detailing all servers, all workstations, all peripherals, all installed software and detailed descriptions of hardware and settings of your network. These documents will be kept up-to-date and we will provide a VARIANCE REPORT quarterly or upon request. A variance report will show that an item (software or hardware) has been added or taken out (for example – if a “stick” of memory has “walked out” of a PC – this will be immediately flagged as an item of concern). The same will be done for licensed and unlicensed installation of software.
Reporting (Included in all plans):
- Hardware and Software Inventory
- Changes to Computer Hardware or Software
- Disk Utilization
- License Usage
- Network Usage and Statistics
- Server and Workstation Uptime History
- Help Desk Trouble Tickets
- Computer Logs and Status
- Security Patch and Update Status
Go from REACTIVE to PROACTIVE (Included in all plans):
Reliability, high availability and uptime are no longer an option in today’s networks. All ONECARE Managed Service Plans include the installation of Level Platforms Software, the defacto standard in network management which allows us to monitor every heartbeat of your network. We can anticipate and proactively correct problems that can potentially be disastrous to your network, often before you know about them, and before they become a catastrophe bringing your network or server down.
Network Alerting and Monitoring (Included in all plans):
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Alerts are also generated when rogue services or applications get installed (Did someone install a Peer to Peer application and open up a PORT to your network? Did someone download and install questionable or non business related software on your network?) ONECARE monitoring gives you peace of mind that your network is monitored 24/7/365 with proactive response to alerts. We can even provide email notifications to you or you’re designate on all issues which generate a service or support response.
Unlimited Help Desk Support (Optional):
All your users can call our ONECARE support desk for assistance at any time. ONECARE plans provide three (3) options for support. One Number, One Call!
ONECARE LITE does not include any remote or onsite support with the plan unless purchased with the plan as provided herein. Client may purchase automated remote response hours or receive a reduced hourly rate for all remote and onsite professional services.
ONECARE STANDARD includes unlimited helpdesk support between the hours of 8:00 am and 5:00 pm, Monday thru Friday, excluding holidays. Reduced labor rates apply for onsite and after normal business hours helpdesk support.
ONECARE PLUS includes unlimited helpdesk and onsite support on a 24/7/365 basis. NO LABOR OR TRAVEL CHARGES….PERIOD! (Some limitations may apply)
Intelligent Patch Management (Included in all plans):
Our ONECARE team will analyze your network and will remotely deploy all necessary patches on all workstations and servers. Patches are carefully reviewed before applied. All SERVER patches are applied manually by our ONECARE team and are not allowed to be downloaded and automatically installed.
Service Ticket and Tracking (Included in all plans):
Also included is our SECURE WEB PORTAL where service can be requested and past service records, invoices, quotes, and other records can be accessed. Training is included for your authorized users to assist them in learning how to submit service requests using the web portal. All services we provide are thoroughly documented with dates, times, work requested, work performed and other important information. All are available for your review 24/7/365 via our web portal.
Remote Management/Remote Support (Optional):
ONECARE’s secure Remote Support Solution provides easy remote Desktop Management of your entire computing infrastructure from personalized one on one support to “in the background” management and maintenance of the entire network infrastructure. Our ONECARE team can maintain your servers, workstations, routers and other network, computing & network based communication systems.
Customer Advocate (CA) On Staff (Included in all plans):
ABLETEK will assign a Customer Advocate (CA) to your account. The CA is a customer support specialist who will be involved in all aspects of providing service or solutions to your company. The CA will conduct a COMPLETE technology review and analysis of your network at least twice each year and personally meet with you to discuss changes in your technology infrastructure, assist planning for future equipment needs, upgrades, moves, adds, changes, and anything else that is affecting your company’s technology resources so as to continuously have a “road map” with predictable budgets when possible. In addition to the systems engineer assigned to provide onsite service, the CA will be responsible for maintaining your overall account, providing advice, quotes, counseling and guidance on technology matters and to insure that we consistently meet or exceed your expectations.
Software Deployment And Updates (Optional):
ONECARE plans include the ability to remotely deploy virtually any software to any workstation. Go from DAYS to hours in most cases. Patching of installed software is also included.
Network Policy Enforcement (Optional):
Enforce network Policies by permitting or denying users to applications, or specific files/folders. Our ONECARE team will work with you to define and implement network policies that meet best practice standards for security, user access, remote access and protection of your company’s valuable and confidential data. We can provide optional stealth monitoring, content filtering, Internet access control and security monitoring of any computer on your network using industry leading solutions.
Domain, Email & Web Site Hosting Services (Optional):
Domain, Email & Web hosting services are available. This includes unlimited Email accounts and aliases. We also provide hosted Microsoft Exchange service (many options exists here, i.e. the ability to add Blackberry Enterprise Server synchronization, iPhone, and other PDA devices, archiving, etc.). There is a onetime setup fee for each domain name hosted. Domain name registration or registrar service fees are not included.
AntiVirus, AntiSpyware, AntiPhishing and Desktop Firewall (Optional):
ONECARE plans can provide optional, fully managed security protection at the desktop, server and firewall level for virus, spyware, phishing and intrusion attempts with protection from a global leader in security and antiviral solutions. We can also manage and monitor your existing antivirus solution (i.e. Symantec, McAfee, Trend, etc.)
Anti-Spam Option (Optional):
Eliminate 99% of your Spam NOW without installing anything on the desktops or the Servers. This is an optional hosted solution where your Email gets “scrubbed” FIRST by a filtering server and then gets sent to you (in less than 3 seconds). Since 8 out of 10 Emails today are junk, you get to enjoy having your bandwidth BACK to you (and not bogged down by Spam). Best of all, if your internet or Email goes down, it retains your Email for 96 hours. While there is normally no need for fine tuning, users have their own dashboard to examine quarantined spam. There is a onetime per email address setup fee.
Off Site Backup (Optional)
Whether your data is located on a Server, Exchange Server, SQL Server, or a workstation, ONECARE has you covered. ABLETEK can backup your files nightly and retain the most recent 5 copies. We can even backup open files, and Unix/Linux Servers. In case of a disaster, you can retrieve your files quickly by going to a secure site and downloading all data that was backed up.
Additional Hours (ONECARE LITE & STANDARD Plans) (Optional):
ONECARE LITE does not include help desk or onsite support. However, you can purchase support hours – good for projects, items that require an onsite visit (i.e. Hardware failure), help desk, remote support, and much more. We offer two (2) hourly rate options for professional support services.
Prepaid “use or lose” support hours, which include local travel, at a significant discount This is a special professional service rate with NO trip charges and is ONLY available when purchased monthly WITH our ONECARE LITE or STANDARD plan. The hours may not be stored or carried over to the next month.
A preferred “pay as you go” professional services rate for remote or onsite support, with a separate travel charge, when onsite services or after business hours remote support are required or requested. This preferred rate is ONLY available for our ONECARE LITE or STANDARD plan partners. Note: The ONECARE
PLUS
plan includes unlimited remote
and onsite labor with no additional professional service (labor) fees or travel charges within Harris County, TX.
Stand by Tested Server Option (Optional):
For an additional monthly fee, we will GUARANTEE that we have a Server on STAND BY for you and brought to you in less than 4 hours. Typically, this is an HP or Dell Dual or Quad Core XEON with no less than 4 Gig of RAM, no less than a RAID 1, and no less than Dual 160 Gig hard drives. We will place this server at your site for up to ten (10) days at no charge. If you decide to KEEP the server past ten (10) days, we will invoice it at its fair market value at that time – or you can simply repair the server you have and we will re-migrate the data. The daily rate after the ten (10 day period is $125.00 per day.
Hosted Exchange Option (Optional):
ABLETEK offers hosted Exchange Services with 24x7 Support. Hosted Exchange email accounts come with 750 MB of storage space which can be increased as needed. We support Blackberry, iPhone, and Treo (Good) Server integration with Microsoft Exchange Server features such as email, calendaring, contact management, reminders, etc.
Managed Unified Threat Management (Optional):
Using enterprise class security appliances and software solutions, ABLETEK now offers monitored and managed Unified Threat Management solutions. This includes Intrusion Detection and Prevention, Managed Routing, Managed VPN (IPSEC and PPTP) with QoS, Bandwidth Management and Web Content Filtering (the ability to block a category – i.e. inappropriate web sites) and more. Abletek supplies the security appliance during the term of this service.
Phones (Optional):
ONECARE can take over the management and maintenance of your Phone System too. This includes unlimited moves, adds, or changes (Labor only – does not include parts or cabling services). Phone Systems we support are ESI-Estech, Zultys, Samsung, Avaya, and other mainstream brands. Client’s phone system must be able to be accessed remotely, unless you are on the ONECARE PLUS Plan. (Certain limitations may apply)
Environmentally Friendly Disposal of Retired Technology Assets (Included):
All ONECARE plans include the services of arranging and handling the disposal of retired technology hardware, equipment and other technology assets. We will remove all retired, obsolete, broken or failed technology assets from your location and then, working with several organizations including Rotary International, Dell and others, we collect, evaluate and either donate the usable hardware to a 501c organization or transfer unusable items to a reputable computer recycling facility. We maintain records and will provide detailed disposal documentation to clients upon request. Note: All hard drives will be wiped to DOD (Dept. of Defense) specifications prior to removal from client’s premises.
