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How will Elite Server Care Plan benefit you?

 

Free Network Availability Monitoring and Time-consuming routine maintenance tasks (see ‘Key Features’) can be outsourced to the NOC team, freeing you to focus on growing your business.

Elite Server Care
Our AV management is expanded even further – NOC technicians update definitions and assist in the cleanup of found viruses, minimizing the time you have to spend managing your AV solution.
Lights out management is expanded; the NOC will reboot any server identified as offline, regardless of alert or issue. You can create and assign issue-based tickets to our NOC technicians for full problem resolution.

Elite Care: A complete IT team ready to work for you
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Elite Server Care – Key Features

(includes all Essential features)

  • 24×7 chat support for Product related issues
  • Hardware & software audits
  • Ticket-based workflow
  • Ticket escalation with steps to resolution
  • Multi-vendor antivirus management – we update definitions for AV vendors
  • Remote restart of services and applications (NOC Access Level 1, only)
  • Automated low disk space alert and clean-up (Windows/ NOC Access Level 1, only)
  • Automated patching with flexible installation schedule and optional reboot

(includes all Preferred features)

NOC resolves up to 90% of alerts related to:

  • Active Directory , Exchange, DHCP/IIS, Blackberry
  • Citrix Terminal (except XenApp 6), Sharepoint, SQL
  • Windows Terminal Server, VMware, VSS, SBS, Windows/Hyper-V
  • Diagnose all uncertain hardware alerts (i.e. potential battery replacements)
  • Resolve Windows patch failures and reboot based on patch schedule you set
  • Reinstall corrupt antivirus software, and offer 24×7 chat support for antivirus issues
  • Email Roundup Monitoring
  • Automated restarts and low disk space clean-up
  • Discounted Tech Advantage projects

Assign occasional maintenance/projects tickets including:

  • AV scan and remediation for infections
  • Service Pack Installation
  • Driver updates for servers
  • Firmware updates (with LOM access, or – if vendor provides through the console)
  • Server Cluster Health Checks and remediation/recommendation for improvement
  • Citrix XenApp hotfixes, rollup installations and configuration
  • Exchange
    • Health Checks for Exchange 2003 and above – includes running Best Practice Analyser and fixing issues found
    • Defrag and repair Exchange servers
    • Update expired web certificates
    • Setup email roundtrip monitoring
    • Configure recipient update policies for multiple domains
  • VMware
    • Health Checks of configurations, including vCPU and memory, network setup
    • Review error logs using vSphere or vCenter
    • Reconfigure VMs & host data stores
  • Hyper-V:
    • Health Checks including network setup, memory cache, RAID configuration
    • Configure VMs

Assign issue-based tickets, including:

  • Exchange
    • Outlook web or Outlook Anywhere Access
    • DAG replication & Active Sync issues
    • Spam & Auto discovery feature issues
    • Restore mailboxes as part of a disaster recovery
    • Outlook calendar issues
  • SBS
    • Remote web workspace
    • WSUS & Windows Backup issues
    • Sharepoint & SBS Console crashes
    • Reporting and monitoring services
  • VMware performance issues on VMs and host machines
  • Hyper-V performance issues
  • Citrix XenApp Server:
    • Login, Secure gateway, Web access, Single Sign On, and Licensing
    • Session issues, including time out, printing user profile, certificate
    • Publish Application, including access, streaming, and publishing issues
    • Port, Load balancing, and XTE Service
  • Email delivery issues
  • Server performance issues, including high CPU, low memory, memory leaks and slow response
  • Group Policy failures, such as settings not getting applied to user or machines
  • Windows server errors (including blue screens, memory dumps, & errors related to third-party apps on a besteffort basis)
  • Free Network Availability Monitoring
  • Proactive rebooting of servers (when they go offline) via Lights Out Management
  • Up to 40% discounts for Tech Advantage projects
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