Managed IT

Managed Service Plans

Our managed services are designed to make your company’s IT run right, fast and true. We work as an extension of your business by bringing our expertise, industry-leading monitoring tools and proactive IT planning to the table. This ensures that you are able focus on running your business while we make sure your IT stealthily runs in the background.  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 you focus on your business by leveraging IT to service your goals and objectives.

  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 the budget you define. Our scheduled account reviews are allotted for strategic planning and analysis to help you decide the future of your systems and architecture.

Patch Updating

5NINES applies manufacturer-approved critical and security updates to ensure managed systems are secure and operating at peak performance. Windows workstation devices and Office applications allow for auto-updating. 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 as part of Change Management with the goal of minimizing disruptions, risks and complexity while maintaining the agreed service levels. When possible, changes are completed during defined maintenance windows. (See Appendix C for management and maintenance cycles for applying patches and updates.) 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. (See Change Order section below and Appendix B for further details).

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, 5NINES shall make every attempt to rectify the condition in a timely manner 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 adding or changing user accounts, necessary simple system modifications, and customizations not exceeding 1 hour per month per client are included. Advanced changes are defined as part of Problem or Change Management.

 

Problem Management

After an incident is triaged, work can begin to put in place workarounds and determine the ultimate fixes to resolve inherent problems that caused the incident. 5NINES Problem Management services include defining and implementing precise work arounds, root cause analysis for incidents, defining problem resolution activities and changes necessary to avoid recurring incidents.

Emergency Response Time SLA

5NINES guarantees response time service levels for emergency service calls. Clients calling the 5NINES 24×7 support line will receive a return call within the agreed time frame from a 5NINES technician who will begin diagnosis and troubleshooting of events. When necessary, remote and on-site assistance will be provided. (See Appendix A: 5NINES Client Service Guide for more details.) 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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