| Benefits
|
Service Offerings
|
| |
IT Care |
IT Backup |
IT Assist |
vCIO |
TotalITy |
TotalITy Plus |
| Reactive |
|
|
|
|
|
|
| TOTAL Service Desk system – End-User Acess |
Included |
Optional |
Included |
Included |
Included |
Included |
| TOTAL Service Desk system – IT/Agent Access |
n/a |
Optional |
Included |
Included |
n/a |
n/a |
| Multi-platform OS Desktop Support (Windows, Mac, Linux) |
Included |
Included |
Included |
n/a |
Included |
Included |
| Multi-platform OS Server Support (Windows, Mac, Linux, Unix, Netware) |
Included |
Included |
Included |
n/a |
Included |
Included |
| Rapid IT Issue Response & Support (standard hours 7am-6pm Mon-Fri) |
T&M |
T&M |
T&M |
n/a |
Included |
Included |
| 24/Remote Support (includes after hours 6pm-7am Mon-Fri & all day Sat-Sun) |
T&M |
T&M |
T&M |
n/a |
Optional |
Optional |
| Remote Support |
T&M |
T&M |
T&M |
n/a |
Unlimited |
Unlimited |
| Onsite Support |
T&M |
T&M |
T&M |
n/a |
Unlimited |
Unlimited |
| User Account Setup & Administration |
T&M |
T&M |
T&M |
n/a |
Unlimited |
Unlimited |
| Network & Application Permission Administration |
T&M |
T&M |
T&M |
n/a |
Unlimited |
Unlimited |
| Virus Removal and System Cleansing |
T&M |
T&M |
T&M |
n/a |
Unlimited |
Unlimited |
| Purchasing Support |
T&M |
T&M |
T&M |
n/a |
Unlimited |
Unlimited |
| Desktop/Laptop Installation, Setup, & Configuration |
T&M |
T&M |
T&M |
n/a |
Unlimited |
Unlimited |
| Server Installation, Setup, & Configuration |
T&M |
T&M |
T&M |
n/a |
Unlimited |
Unlimited |
| Network Installation, Setup, & Configuration |
T&M |
T&M |
T&M |
n/a |
Unlimited |
Unlimited |
| Printer Installation, Setup, & Configuration |
T&M |
T&M |
T&M |
n/a |
Unlimited |
Unlimited |
| Firewall/VPN Installation, Setup, & Configuration |
T&M |
T&M |
T&M |
n/a |
Unlimited |
Unlimited |
| Telephone System Basic Configuration |
T&M |
T&M |
T&M |
n/a |
Unlimited |
Unlimited |
| Telephone System Installation, Setup, & Advanced Configuration |
T&M |
T&M |
T&M |
n/a |
Optional |
Unlimited |
| Business Application Installation, Setup, & Configuration |
T&M |
T&M |
T&M |
Optional |
Optional |
Unlimited |
| Security & Disaster Incident Response Team |
T&M |
T&M |
Included |
Included |
Included |
Included |
| |
|
|
|
|
|
|
| Proactive |
n/a |
Monthly |
Monthly |
Daily/Weekly |
n/a |
n/a |
| IT Staff Meetings and Discussions |
Included |
Optional |
Included |
Included |
Included |
Included |
| TOTAL Care Center (TCC) system |
Included |
Optional |
Included |
Included |
Included |
Included |
| TOTAL Server & Network Management |
Optional |
Optional |
Optional |
Optional |
Included |
Included |
| TOTAL System (Virus) Protection |
Optional |
Optional |
Optional |
Optional |
Included |
Included |
| TOTAL E-mail (Spam) Protection |
Optional |
Optional |
Optional |
Optional |
Included |
Included |
| TOTAL Remote Desktop Access |
Optional |
Optional |
Optional |
Optional |
Included |
Included |
| TOTAL Asset Management |
Optional |
Optional |
Optional |
Optional |
Included |
Included |
| TOTAL Network Protection |
Optional |
Optional |
Optional |
Optional |
Optional |
Optional |
| Desktop Optimization and Spyware Management |
Included |
Optional |
Optional |
Optional |
Included |
Included |
| Desktop Patch Management |
Included |
Optional |
Optional |
Optional |
Included |
Included |
| Server Patch Management |
Optional |
Optional |
Optional |
Optional |
Included |
Included |
| 24/7 Critical Service Monitoring |
Optional |
Optional |
Optional |
Optional |
Included |
Included |
| Advanced DNS Management |
Optional |
Optional |
Included |
Included |
Included |
Included |
| Problem Tracking and Permanent Resolution |
T&M |
T&M |
T&M |
n/a |
included |
Included |
| Infrastructure Maintenance |
T&M |
T&M |
T&M |
n/a |
included |
Included |
| Backup Job Monitoring |
Optional |
Optional |
Optional |
n/a |
included |
Included |
| Backup Restore Testing |
T&M |
T&M |
T&M |
n/a |
Optional |
Included |
| Backup Media Rotation |
T&M |
T&M |
T&M |
n/a |
Optional |
Optional |
| TOTAL Remote Backup |
5GB Included |
Optional |
Optional |
Optional |
25GB Included |
100GB Included |
| TOTAL Image Backup |
Optional |
Optional |
Optional |
Optional |
Optional |
Included |
| Complete Vendor Management |
T&M |
T&M |
T&M |
n/a |
included |
Included |
| Desktop OS Training |
T&M |
T&M |
T&M |
Optional |
included |
Included |
| Office Productivity Suite Training |
T&M |
T&M |
T&M |
Optional |
included |
Included |
| Business Application Training |
T&M |
T&M |
T&M |
Optional |
Optional |
Included |
| Database Configuration, Maintenance, Tuning, and Management |
T&M |
T&M |
T&M |
Optional |
included |
Included |
| Physical Security Review |
T&M |
Optional |
Included |
Included |
included |
Included |
| Wireless Security Review |
T&M |
Optional |
Included |
Included |
included |
Included |
| Firewall Security Review |
T&M |
Optional |
Included |
Included |
included |
Included |
| Anti-Virus Security Review |
T&M |
Optional |
Included |
Included |
included |
Included |
| Network Architecture Security Review |
T&M |
Optional |
Included |
Included |
included |
Included |
| DNS Security Review |
T&M |
Optional |
Included |
Included |
included |
Included |
| Server/System Vulnerability Assessments |
T&M |
Optional |
Included |
Included |
included |
Included |
| Security Alert IT Bulletin |
n/a |
Included |
Included |
Included/td>
| n/a |
n/a |
| Security/Risk Process Review Meetings |
T&M |
Optional |
Included |
Included |
included |
Included |
| Patch Management Review |
T&M |
Optional |
Included |
Included |
included |
Included |
| |
|
|
|
|
|
|
| Strategic |
|
|
|
|
|
|
| vCIO / CIO Advisory |
T&M |
Optional |
Included |
Included |
included |
Included |
| - IT Staff Daily Management and Oversight |
n/a |
n/a |
Optional |
Unlimited |
n/a |
n/a |
| - IT Staff Hiring, Mentoring, Discipline, and Annual Review |
n/a |
n/a |
Optional |
Unlimited |
n/a |
n/a |
| - Strategic Business & IT Planning Meetings |
T&M |
Monthly |
Monthly |
Unlimited |
Quarterly |
Monthly |
| - Infrastructure and Process Assessment |
T&M |
Quarterly |
Quarterly |
Included |
included |
Included |
| - Annual IT Budget Planning |
T&M |
Optional |
Included |
Included |
included |
Included |
| - Backup & Disaster Recovery Planning |
T&M |
Optional |
Included |
Included |
included |
Included |
| - New Technology Research & Evaluations |
T&M |
Optional |
Included |
Included |
included |
Included |
| - Cost Reduction Analysis |
T&M |
Optional |
Included |
Included |
included |
Included |
| - Office Relocation Planning |
T&M |
Optional |
Included |
Included |
included |
Included |
| - Policy and Procedure Development |
T&M |
Optional |
Included |
Included |
Optional |
Included |
| |
|
|
|
|
|
|
| vCSO |
T&M |
Optional |
Included |
Included |
Optional |
Included |
| - Security Training & Awareness Tools |
T&M |
Optional |
Included |
Included |
included |
Included |
| - Risk Posture Summary |
T&M |
Optional |
Included |
Included |
included |
Included |
| - IT Security Budget Planning |
T&M |
Optional |
Included |
Included |
included |
Included |
| - New Security Technology Research & Evaluations |
T&M |
Optional |
Included |
Included |
included |
Included |
| - Security Policy Review & Maintenance |
T&M |
Optional |
Included |
Included |
included |
Included |
| |
|
|
|
|
|
|
| vAuditor |
T&M |
Optional |
Optional |
Optional |
Optional |
Optional |
| - Sarbanes-Oxley IT Auditing |
T&M |
Optional |
Optional |
Optional |
Optional |
Optional |
| - HIPAA Security Auditing |
T&M |
Optional |
Optional |
Optional |
Optional |
Optional |
| - PCI Security Auditing |
T&M |
Optional |
Optional |
Optional |
Optional |
Optional |
| - SB1386 Security Auditing |
T&M |
Optional |
Optional |
Optional |
Optional |
Optional |
| |
|
|
|
|
|
|
| vBA |
T&M |
Optional |
Optional |
Optional |
Optional |
Included |
| |
|
|
|
|
|
|
| vWebMaster |
T&M |
Optional |
Optional |
Optional |
Optional |
Included |
| - Web site initial graphic design |
T&M |
T&M |
T&M |
T&M |
T&M |
Included |
| - Web site Flash animation development |
T&M |
T&M |
T&M |
T&M |
T&M |
Included |
| - Web site HTML & PHP programming |
T&M |
T&M |
T&M |
T&M |
T&M |
Included |
| - Web site Search Engine Optimization (SEO) |
T&M |
T&M |
T&M |
T&M |
T&M |
Included |
| - Web site forms creation and e-mail submission |
T&M |
T&M |
T&M |
T&M |
T&M |
Included |
| - Web site use of stock photos |
T&M |
T&M |
T&M |
T&M |
T&M |
Included |
| - Web site development server environment |
Optional |
Optional |
Optional |
Optional |
Included |
Included |
| - Web site production server hosting |
Optional |
Optional |
Optional |
Optional |
Included |
Included |
| - Web site content (text) updates & refresh |
T&M |
T&M |
T&M |
T&M |
Included |
Included |
| - Web site graphic design updates and refresh |
T&M |
T&M |
T&M |
T&M |
T&M |
Included |
| - Web site image/photo refresh |
T&M |
T&M |
T&M |
T&M |
T&M |
Included |
| |
|
|
|
|
|
|
| Volume Purchasing Power |
Included |
Included |
Included |
Included |
Included |
Included |
| Unbiased, Ethical Guarantee |
Included |
Included |
Included |
Included |
Included |
Included |
| Full Product Pricing Disclosure |
Included |
Included |
Included |
Included |
Included |
Included |
| “At Cost” Product Pricing |
Cost + greater of 10% or $100 |
Cost + greater of 5% or $100 |
Cost + $100 |
Cost + $100 |
Cost + $75 |
Cost + $25 |
| Contract Commitment |
Monthly |
Monthly* (3-month startup min.) |
Monthly* (3-month startup min.) |
Monthly* (3-month startup min.) |
Monthly |
Monthly* (6-month startup min.) |
