iSAFE Complete Managed Support

iSAFE Support includes unlimited* support for all covered hardware.  In addition to all the monitoring and remediation that goes on in the background, you also have on-demand access to multiple support channels so you and your staff can work efficiently and get the most out of your technology.

Available Support Channels:

• Telephone Support
• Email Support
• Remote Support
• On-Site Service and Support
• Chat Support (coming soon)

The Make it Work Button:

You can submit support requests right from your desktop using our iSAFE Support application.  Send us screen shots, or manually submit tickets while the issue is occurring for accuracy and convenience.

* Additional charges may apply if support request is for a device that is not covered, if the request falls under a “project” classification, or if the request requires after hours support, where a 24/7 support agreement is not in place.

24/7 around the clock monitoring of your systems, servers and equipment means that you can rest assured that everything will be working as efficiently as possible at all times.

We check every hour for:

• Drive space issues
• Automatic Update Service
• Antivirus Service
• Hard drive errors
• Other Critical Services like DNS.

We check daily for:

• Disk Errors
• Hacker Attempts
• Physical Disk Health
• Critical Application Events
• Critical System Events
• Power Issues

Additional Server Checks:

• We also check to make sure your server(s) are online every 15 Minutes.
• Memory and Processor Utilization
• Physical disk Performance
• Active Directory Services
• DHCP and DNS Services
• Exchange and other relevant services
• WSUS (Windows Update Services)

With iSAFE you get the benefits of 2-3 full time IT staff members at a fraction of the cost.  Only iSAFE works 24/7 to keep your technology working for you.

iSAFE Security is your complete protection software against viruses, malware, root kits.  Our build in protection keeps you safe from malicious software, risky Internet sites, and email attacks.  Get the most comprehensive protection available today.

iSAFE Security Features:

• 24/7 Real Time protection against Viruses
• On Demand and daily scheduled full scans
• PUP software detection and removal
• Web Site Protection and filtering
• Optional and predefined exclusions for applications
• Small resource footprint for optimal performance

Integration with iSAFE Support:

Scan results are monitored and additional remediation steps are included if required for all virus, malware, or root-kit incidents.  Virus protection definition updates and service status is monitored to insure your always protected.

iSAFE Backup protects your critical business data against hard drive failure, fires, floods, or other catastrophic events.  You can rest assured that your data is backed up and protected at all times with affordable and efficient off-site backup.  It’s never a question of “if” a hard drive will fail, it is just a question of “when”.

iSAFE Backup Features:

• Unlimited Off-Site Backup per Workstation
• Up to 2 Terabytes of data per Server
• 24-hour staffed backup facilities
• Automatic and scheduled backups
• Encryption and two factor authentication
• Duplicacy Technology for optimal speed and efficiency

Integration with iSAFE Support:

iSAFE monitors the status of your backup and will take necessary remediation steps to resolve any issues that arise.  All remediation of backup issues are included in your iSAFE Support package.

On-Boarding Process

Payment of the initial calculated monthly fee will begin the “on-boarding” process.  Final monthly cost will be evaluated and may adjusted if needed based upon the client’s needs and the actual hardware to be covered.  The initial on-boarding process includes several steps which include:

• On-Site Hardware Inventory
• Remote Hardware Inventory
• Network Security Evaluation
• Data Breach Liability Report
• Network Vulnerability Scan

These services are included in the first months calculated fee.  If the initial calculated fee must be adjusted, or if additional remediation steps, upgrades, or equipment is required to any of the covered hardware or locations, you will have the option to cancel the agreement after the first month of service.

Service Agreement Signed

If you choose to continue with the services, a final service level agreement for a term of one year shall be established between iSTAM Computer Services, Inc. and your business.

Within the first 60 days of the agreement, iSTAM will schedule the first employee training.  Training sessions will be scheduled at least once every six months depending on the customer’s needs.

Implementation of Security Protocols

Security protocols are executed by iSTAM and enforced by software if possible.  Where not enforceable by software, all users of the network equipment and software agree to follow the security protocols as set forth in the employee training and accompanying SOP’s.

Acquisition of Vendor Contacts and Accounts

Customer provides iSTAM with contact information for all supported third party vendors, such as ISP’s and proprietary software makers.  If required by the vendor, customer shall make iSTAM a delegated admin on the account of each service provider.

Additional Services

Additional services including training, on-site maintenance, Hipaa and PCI compliance audits, or any other project services within the scope of iSTAM’s Services are available at any time at a discounted rate.

Projects are defined in the SLA and will be billed separately at the customer’s agreed upon discounted rate.