Managed Support Services

ConnectOS provides a series of Managed Support Services (MSS) contracts tailored to individual client needs.

MSS allows you 24x7 access to certified technical staff and 24x7 server monitoring.

MSS is a structured way of pre-allocating consulting hours to your technical needs.  Additional hours are billed at a discount of our standard consulting rates.

Tier I

	35 hours consulting and/or on-site support services
	8 hours telephone support services
	Assigned Network Support Engineer (MCSE)
	24x7 availability via pager and mobile phone

Tier II

	20 hours consulting and/or on-site support services
	4 hours telephone support services
	Assigned Network Support Technician (MCP)
	24x7 availability via pager

Tier III 

	8 hours consulting and/or on-site support services
	2 hours telephone support services
	Business hours (8am-5pm Pacific Time) availability via phone

Tier IV

	4 hours consulting and/or on-site support services
	8 hours telephone support services
	24x7 availability via pager

Additional Support Services
25% discount on our standard rates

Possible MSS tasks include the following as requested:

	Support and maintenance of existing services and installations
	Server reboots, including full power cycle
	Account administration
	Performance logging and analysis
	Security audits
	Restoring data from backups
	Installing security patches, service packs, applications and utilities Generating Data Source Names (DSN) and renewal SSL certificates 24x7 monitoring of, and response to, availability of a Web sites primary URL
	Installing new or replacement hardware (plus travel time to-and-from the location)

The following tasks are always free to our clients:

	Setting up and maintaining email accounts
	Domain Name Service (DNS) management