APPENDIX B

Miscellaneous

• Scheduled On-Site Support and Maintenance:
  • Structured Service Delivery
  • All Service performed to industry accepted standards and practices
  • Health and Wellness Checks
  • Proactive Maintenance
  • Hardware Inventory
• Remote Support Desk
  • Support requests to BCT Support Desk M-F (8:00 AM to 5:00 PM PST)
  • Microsoft Windows
  • Microsoft Office
  • Internet Browsers (IE, Firefox, Chrome)
  • Mobile Devices (Android, iOS and Windows)
  • Network Connectivity
  • Third Party Software – requires active support contract
  • “How-to” Microsoft, Adobe and other common business productivity software products.
• Maintenance & Monitoring – Server
  • Monthly Status Reporting including prepared executive summaries
  • Service Availability Monitoring and Automated Support Ticket Creation
  • Event Log Monitoring and consolidation
  • Drive Capacity and Health Monitoring
  • Log File Maintenance and Review
  • Exchange Maintenance & Administration
  • Monitor Attached Network Devices
• Security/Update – Server
  • Microsoft Patches and Updates. Verify that high-risk vulnerabilities are patched in a timely manner.
    • OS Security Patches
    • OS Critical Patches
  • Anti-virus – Definition File Updates
  • Anti-virus Software Management
  • Security Administration
  • Infrastructure Security and Risk Assessments specific to Server Infrastructure performed as required.
  • Malware Infection – Removal or system restoration from data backup.
  • Virus Infection – Removal or system restoration from data backup.
  • Remote Support
• Security/Update – Workstation
  • Microsoft Patch Management OS Security Patches
    • OS Critical Patches, Other Updates OS Service Packs, Office Service Packs
  • Anti-virus Software Management & Upgrades
  • Third Party Software Patching
  • Windows Office Version Upgrade (On supported hardware)
  • File Sharing Administration
  • User Administration
• Maintenance & Monitoring – Workstation
  • CPU, Memory and Drive Space Monitoring and reporting
  • Networking Equipment
  • Router/Firewall, switch firmware, check router logs
  • Performance Monitoring/capacity planning
  • Install supported firmware/software updates on network equipment
  • Basic corrections for user errors (deleted files, corrupt files)
  • Create new directories, share and security groups, new accounts, disable/delete old accts., and manage account policies.
  • Set up new users, including login restrictions, passwords, security, and vendor supported applications
  • Web content filtering*
  • Email SPAM protection*
  • Multiple login attempts, password changes, intrusion detection¹
    • ¹(If supported and licensed by current network devices)
• Outsourced Virtual CIO Services
  • As a valued client, we provide either annual or quarterly CIO meetings, which are either pre-scheduled or on-demand for specific upcoming projects. The goal of the Virtual CIO Service is to ensure your organization has the most up-to-date information needed to assist with the growth, expansion and cost-effective maintenance of your technology needs, including:
    • Defining the life of your existing IT infrastructure and creating a succession plan.
    • Formulating an IT budget to ensure your network infrastructure meets all your needs.
    • Allowing room for expanded capacities as your business grows.
    • Ensuring your operations are efficient.