Desktop Support

Desktop and Server Support

Managed Services

All my clients are supported under a Managed Services Contract. This annual contract runs from January 1 - December 31 of each year.

Essential Service : Desktop/Server Monitoring

What is included?
  • Essential Service is desktop or server monitoring.
  • This service includes a software agent that monitors your systems and reports back to your support agent.  
  • This service notifies your support agent of everything going on.
  • This advanced warning allows us to handle small issues before the become big issues.  
  • This service is like having eyes on your system 24x7 and in this day and age, it's easily the best solution to keep your important systems up and running.

What is not included?
  • Antivirus is not included with monitoring.
  • Remote Support: Any issues that need to be addressed remotely will be invoiced at my regular hourly rate.
  • On Site Support: Any issues that need to be addressed on site will be invoiced at my regular hourly rate.
  • Hardware is not covered by a managed service contract.  
  • Your hardware should already be covered by a manufacture warranty.
  • MCS provides suggestions and info here: Hardware Warranty Information.

Essential Service includes:
  • 24x7 Network Operations Center
    • A software agent is installed on all monitored systems, this agent constantly monitors and reports to a NOC (Network Operations Center) that reviews the issues and notifies your support agent: Monaco Consulting Services
  • Hardware & Software Audits
    • Monitors and documents all hardware and software changes and provides reports for us to review
  • Performance & Preventive Maintenance Reports
    • The agent is constantly monitoring your systems and will notify us if a system is being over utilized.  This is simply not possible without 24x7 monitoring!
  • Web-based Management Portal
    • I can manage and track all your computers, settings and assets easily
  • Desktop Performance Monitoring
    • The agent is constantly monitoring your systems and will notify us if a system is being over utilized. This is simply not possible without 24x7 monitoring!
  • Administrative Scripting
    • Ability for me to get technical and change multiple setting at once using a script
  • Policy Management
    • Ability for me to manage your desktops and servers differently if needed
  • Client Communicator with Self-Help Center
    • An installed System Tray Icon with personalized info created by MCS just for you
      Why select Essential Service ?
      • You enjoy a higher level of support as you are under contract with an SLA that states you get priority support over Break/Fix clients.
      • Even though this is the lowest level, it includes the agent and all the main benefits of 24x7 monitoring.
      • Break/fix is like flying blind and always responding to issues instead of proactively preventing problems.
      • You pay an annual fee for the monitoring, which is the heart of Managed Services and notifies your agent when there is an issue or even a potential issue.
      • We are always in the know of what is happening on your computers and servers.
      • If you are a Managed Services client, then all workstations and servers need to be covered and included. 
      • We can only protect the systems that are covered under a contract and have the agent installed.
      Hardware Warranty Information

      It's important to understand that everything above pertains to support and billable support hours only. Since you own and maintain your hardware, you are responsible for the cost of maintenance, warranty and repair. If you follow these simple recommendations you will always be covered under a manufactures warranty and will never have to pay for hardware repair costs. 
      • Most hardware comes with a 1 year hardware manufactures warranty
      • This hardware warranty covers any hardware defects within the first year
      • Most manufactures offer an extended warranty for up to 5 years
      • Most manufactures will not extend the hardware warranty past 5 years, some might depending on the hardware
      • If your hardware is under the manufactures hardware warranty, and something fails, it will be covered by the manufacture at no cost to you
      • If your hardware is not under the manufactures hardware warranty, you will be required to pay for any and all hardware replacements required to fix your system
      • Of course, MCS recommends that all workstations and especially servers are either covered under a hardware warranty or replaced if the manufacture will not extend the warranty
      • It's your choice to have a hardware warranty, you do not have to select and pay for a hardware warranty as long as you know that if the system is not under warranty, you are responsible to pay for the cost of repair or replacement
      • Some clients do not pay for extended warranties and take the chance, that is perfectly fine as long as you understand the risk
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