Managed IT

Managed Service Plans

Focus on running your business, not troubleshooting your IT. With our managed service plans, we work as an extension of your business to provide on-demand support and proactive IT planning and monitoring.

We have two types of managed services plans: Professional and Enterprise.

Workstation Plans

Server Plans

Our Managed Services

Our managed IT services can handle it all – your office, remote employees, cloud, and security – while providing you with the highest level of customer service. We help turn your IT environment into an asset, not a headache.

  Professional Package       Enterprise Package

ServiceProfessional PackageEnterprise Package
Call Center7 x 24 x 3657 x 24 x 365
Client Portal
Asset Management
Event Management
Configuration Management
Backup Management
Lifecycle Management
Anti-Virus and Malware Protection
Patch Updating
Request Fulfillment
Incident Management
Problem ManagementTime & materials
Change ManagementTime & Materials
Emergency Response Time SLA1 Hour1 Hour

Call Center

5NINES Call Center, available 7 days x 24 hours per day x 365 days, is the first point of entry into our customer service and support process. All inquiries begin their path with the creation of a service ticket that identifies and documents the nature of the request. Once a ticket is logged it can be handed over to the right 5NINES representative for resolution.

 

Asset Management

5NINES first gathers detailed information about your hardware and software inventory. This information helps us assist you with strategic decision making and life-cycle management by assessing financial, contractual and inventory functions.

Configuration Management

5NINES maintains configurations on managed systems to all for stability, performance and efficient support of the current environment. We maintain an up-to-date record of all managed hardware, software, and settings. This information is critical to minimize the impact of changes, helps maintain service levels, and allows for lifecycle management.


Lifecycle Management

5NINES offers lifecycle management services on managed systems. Lifecycle management provides ongoing recommendations and planning of future upgrades based on technical needs and requirements within your budget. We schedule regular reviews of your account to make sure your IT systems and architecture are aligned with your strategic plan.

Patch Updating

5NINES will keep your applications, servers, and network devices secure and efficient by applying all critical patches. For Windows devices and Microsoft Office applications, we will automatically install updates. Updates for Servers and Network devices are applied as recommended by the manufacturer and approved by the Client. Emergency patching for critical updates outside of normal maintenance is billable.

 

Incident Management

All support incidents begin their path to resolution with our Technical Support Team. 5NINES provides Incident Management services to determine the nature of the incident, identify any possible workarounds and gather the information necessary for ongoing problem management and resolution.

Change Management

5NINES provides the definition, scheduling and planning of changes with the goal of minimizing disruptions, risks and complexity while maintaining the agreed service levels. When possible, changes are completed during defined maintenance windows. Implementation of Changes are subject to extra charges on a time and materials basis depending on the scope and extent of time involved with the change. 

Client Portal

Our Client Portal provides access to tickets, projects, billing, administration, and reports. Through the portal, clients can register, track and report on incidents, problems and changes.

 

Event Management

5NINES provides ongoing monitoring of all devices under agreement. 5NINES will report critical alerts, scans and event resolutions to the Client as they arise. Should a problem be discovered during monitoring, we will do everything we can to fix the condition quickly through remote access. We monitor systems 7x24x365.

Backup Management

5NINES provides data and system backup management services on applicable managed systems with authorized backup solutions. Backup monitoring and backup set management are included in ongoing service fees. Backup solutions, product licensing, storage and data or system restore services are not included in specific device management and support fees, but are available on upon request.

Anti-Virus and Malware Protection

5NINES provides anti-virus and malware protection on applicable managed systems. Damages caused by and recovery from virus infection not detected or quarantined by the latest anti-virus definitions are not covered under the terms of service. This service is limited to those systems protected with a currently licensed, vendor-supported, anti-virus solution.

Request Fulfillment

5NINES provides request fulfillment to extend, modify and provide basic changes to managed systems. Basic changes include things like adding or changing user accounts, necessary simple system modifications, and customizations not exceeding 1 hour per month per client. Advanced changes are defined as part of Problem or Change Management, and may not be included depending on your service package.

 

Problem Management

After an incident is triaged, work can begin to put in place workarounds and find long-term fixes. 5NINES Problem Management services include defining and implementing precise workarounds, identifying root causes, defining problem resolution activities, and implementing necessary changes to avoid recurring incidents.

Emergency Response Time SLA

5NINES guarantees response time for emergency service calls based on the service level agreement (SLA). Clients calling the 5NINES support line will receive a return call within the agreed time frame from a 5NINES technician who will begin diagnosing and troubleshooting problems. When necessary, remote and on-site assistance will be provided. Depending on services and Client requirements, 5NINES can offer faster response times for an additional fee. Our number one priority is to assure your business is online.

Get an IT Partner You Can Trust

EMAIL
inquiry@5nines.com

PHONE
608.512.1000

ADDRESS
316 West Washington
Suite 600
Madison, WI 53703

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