Managed Technical Services Support Matrix

Device / ServiceSupported BrandsPreferred Brands Included SupportQuarterly MaintenanceSupported Services Supplemental ServicesCustomer Baseline Requirements
End-User SupportN/AN/AAll end user needs pertaining to Supported ServicesN/AMainstream Office Applications, preapproved business applications,
support on company issued devices,
access to company sponsored
resources. Limited to access,
troubleshooting and administration.
Custom applications, non-company
issued devices, any other applications not included elsewhere for this service.
N/A
Switches/WirelessMainstream
managed switches
FortinetMinor configuration changes, monitoring, alerting and alert remediation.Review device logs, configuration, performance. Review firmware version and schedule any needed updates. Backup configuration and update any pertinent documentation.Troubleshooting, component or unit replacement for warrantied or customer acquired hardware, or management of such process with third parties.Major upgrades, new device installation, physical relocation/recabling, destruction, data recovery after failure,
investigative and remediation
efforts due to security events, and other services not explicitly stated as included or a part of maintenance and support services.
Hardware needs to be currently supported by manufacturer/vendor
and have access to firmware updates. Maintenance and BreakFix on hardware not vendor supported is provided at T&M plus incurred fees to acquire vendor support.
Firewalls FortinetFortinetMonitoring, alerting and remediation of alerts. System administration for policy edits, security posture and account permissions changes.Review device logs, configuration, performance. Review firmware version and schedule any needed updates. Backup configuration and update any pertinent documentation. Subscription validation.Troubleshooting, component or unit
replacement for warrantied or
customer acquired hardware, or
management of such process with
third parties.
Major upgrades, new device installation, physical relocation/recabling, destruction, data recovery after failure,
investigative and remediation efforts due to security events, and other services not explicitly stated as included or a part of maintenance and support services.
Hardware needs to be currently supported by manufacturer/vendor
and have access to firmware updates. Maintenance and BreakFix on hardware not vendor supported is provided at T&M plus
incurred fees to acquire vendor support.
Physical Servers Mainstream serversDell, HPeMonitoring, alerting and remediation of alerts. System administration for policy edits, security posture and account permissions changes. OS level patching based on defined schedule.Review device logs, configuration,
performance. Review firmware
version and schedule any needed
updates. Update any pertinent
documentation.
Troubleshooting, component or unit
replacement for warrantied or
customer acquired hardware, or
management of such process with
third parties.
Major upgrades, new device installation, physical relocation/recabling, destruction, data recovery after failure, investigative and remediation efforts due to security events, and other services not explicitly stated as included or a part of maintenance and support services.Hardware needs to be currently supported by manufacturer/vendor
and have access to firmware updates. Maintenance and BreakFix on hardware not vendor
supported is provided at T&M plus incurred fees to acquire vendor support.
Virtual Servers Mainstream virtualization technologiesVMwareMonitoring, alerting and remediation of alerts. System administration for policy edits, security posture and account permissions changes. OS level patching based on defined schedule.Review device logs, configuration,
performance. Update any pertinent
documentation.
N/AMajor upgrades, new device installation, hypervisor physical relocation/recabling, destruction, data recovery after failure, investigative and remediation efforts due to security events, and other services not explicitly stated as included or a part of maintenance and support services.Virtualization technology needs to be currently supported by manufacturer/vendor and have access to updates. Maintenance and Break-Fix on virtualization not
vendor supported is provided at T&M plus incurred fees to acquire vendor support.
Cloud Services Mainstream ServicesMainstream ServicesMonitoring, alerting and remediation of alerts. System administration for policy edits, security posture and account permissions changes.Review service logs, configuration,
performance. Review software
version and schedule any needed
updates. Update any pertinent
documentation.
N/AMajor upgrades, new service installation, data recovery after failure, investigative and
remediation efforts due to security events, and other services not
explicitly stated as included or a part
of maintenance and support services.
Cloud services need to be currently supported by manufacturer/vendor
and have access to updates. Maintenance and Break-Fix on cloud
services not vendor supported is provided at T&M plus incurred fees
to acquire vendor support.
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