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Descriptions of Managed IT Services |
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Pivot Networks Proactive Network Management is a new approach to Managed Services, geared toward anticipating and mitigating any IT infrastructure troubles you may have – before they occur.
Thanks to our industry-standard network management technology, we can monitor every moment of your Network’s activity 24x7, enabling our staff to anticipate and proactively correct emerging issues well before they escalate to a level adversely affecting your daily operations.
However, not every aspect of your IT infrastructure can be managed remotely. As such, a Pivot Networks consultant will visit your site on a schedule we assist you in establishing to perform the on-site analyses and maintenance necessary to keep your network running as it should.
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Under both the Standard or VIP Plans, users may submit unlimited trouble tickets and place an unlimited number of calls to a Pivot Consultant about any problems they may be experiencing. (Please see Item 9 - “Remote Management and Support” - below, for more information.)
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Our VIP Plan includes unlimited onsite support for all devices under support. The Standard Plan, which also offers unlimited remote support, allows you to prepay (at a reduced hourly fee of $75/hour) for a given number of monthly on-site hours that may be used for regularly scheduled visits or other issues that require on-site assistance. Unused service hours expire at the end of each Calendar month, and under no circumstance shall they be redeemable at any subsequent time.
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A Keystone of Pivot Networks Proactive Network Management philosophy, our Network Monitoring service is proactive care for your mission-critical systems....
Our service includes the detection of down server/router/internet connections, storage space and System availability issues, as well as notifications of incomplete or failed back-ups. Additionally, this 24 x 7 service simultaneously notifies you and dispatches (according to your terms of Service) a Pivot Networks consultant to resolve your issue, should it be a stoppage of Windows Services, an Exchange store that is reaching its limit, an unanticipated security threat, a failed Anti-virus update, or the clandestine installation of rogue services that could adversely affect your Network.
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Not every patch issued by a hardware or software vendor is right for your particular computing environment. Our team will assess all available patches and remotely deploy to your workstations and servers only those that are appropriate to your needs - adhering to a defined, predictable schedule of deployment that you establish.
Pivot Networks secure data center is the ideal home for your mission-critical data, and our automated daily backups require no action from you or your staff. Should disaster strike, our Backup Client (installed on you servers and workstations) will allow you to restore data lost to hardware failure, virus attacks, natural disaster, human error, or theft with just a few clicks of your mouse.
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Within 2 weeks of a consummated agreement, a Pivot Networks engineer will generate initial project “benchmark” documentation - including a user-friendly diagram of your overall network design and layout, a detailed description of loaded software, all hardware, software, and configuration network settings, and check for hardware integrity (pending failures), network security, and data back-ups.
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Twice a year, a Pivot Networks Professional will come to your site to conduct an in-depth Business Review and Network Analysis, helping you to both plan for any necessary upgrades or modifications to your IT Infrastructure and to keep you abreast of the technology trends that may bolster the performance of your IT Infrastructure and add to your Bottom Line.
Fast and secure, Pivot Networks remote management software provides easy remote desktop support of your entire computing infrastructure. Each end user also has the capability of optionally blocking remote control access to their computer systems. This enables a secure FTP environment with standard Explorer drag and drop file transfer capabilities between the host and client. In addition, there is secure online Chat that can be used exclusively between the end users and our support personnel.
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We provide monthly reports showing all submitted and resolved service tickets, detailed by user and workstation/device.
Included in both our Standard and VIP packages, our Reporting services can provide your designated Point-of-Contact with a monthly email Executive Summary comprising a ‘snapshot view’ of your month-to-month IT status. These reports, with “drill-down” to the individual User level, are essential to your Decision Support process and incur no additional cost.
Hardware and software inventory
1. Changes to computer hardware or software
2. Disk utilization
3. License usage
4. Network usage and statistics
5. Server and workstation uptime history
6. Help desk trouble tickets
7. Computer logs and status
8. Security patch and update status
Get a fast, accurate and up to date audit of your entire computing infrastructure. Provides automatic audits of your servers, workstations and remote computers, delivered right to your desktop automatically manually or upon a set schedule. Asset tracking can even give you a variance report to show when software or hardware has been added or taken out to ensure you are aware.
Every three months, Pivot networks will conduct an internal Audit designed to proactively identify possible threats to and obsolescences within your computing environment. These audits lead to actionable recommendations you can discuss with your Pivot professional to ensure a seamless transition during hardware/software upgrades or data migrations.
This session will be used to review the number of devices managed and determine if any changes should be made to plan types or onsite support hours for the following quarter.
Operating according to Network Policy standards you develop in conjunction with your Pivot Networks professional, we will enforce all specified Network Policies - permitting or denying users access to applications or any specified location(s) on your network.
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