EXCALIBUR TECHNOLOGY TOTAL SUPPORT SOLUTION - MANAGED SERVICES & FLAT RATE I.T. SUPPORT

Our Total Support Solution (TSS), known in the I.T. support industry as "Managed Services", proactively monitors your systems, servers, workstations and network infrastructure to identify issues and address them before they cause problems for your business. Stop worrying about IT costs and start receiving the ultimate service for your entire network! Never think "what is this going to cost?" when you pick up the phone for help. Our Total Support Solution gives you a single monthly support cost for your ENTIRE network. This includes servers, workstations, laptops, printers, switches, routers ... EVERYTHING. You simply sign up based on the amount of equipment you have to cover, pick a service level, and begin enjoying support! Flat rate computer network support is easy to fit into the monthly budget and helps keep repair costs down. Here is how the Platinum program works:

1. Our certified staff installs a small agent program on your PCs and servers. This agent securely connects to the Network Operation Center that is owned and operated by Excalibur Technology.
2. Our team gathers information about your software providers, Internet providers, hosting companies, etc. We become a single point of contact for all of your needs and manage all of your other vendors for you.
3. We provide you with website hosting, e-mail service and SPAM filtering at no additional charge!
4. The agent provides instant 24x7 service monitoring information to our support staff. If your systems develop a problem or begin to develop a problem, our staff sees it almost immediately. We are able to proactively take care of issues before they become major problems for your organization.
5. Have a question? Want help with Outlook? Adobe Acrobat? Need to add a user? Change security permissions? No problem! Our Help Desk team is ready to assist you 8:30 AM – 5:00 PM Monday through Friday. We even have a special phone queue setup to ensure that your calls are answered quickly. Support for Microsoft and other included applications is provided free of charge under the terms of the plan.
6. During off hours, we patch all of your systems to ensure the highest level of security and stability. We constantly perform routine maintenance to keep your systems running efficiently.
7. If a major problem occurs, we immediately notify you and begin to work on a resolution. If we cannot fix the problem via remote support, we dispatch a certified engineer for on-site support. This work is done 24x7. No matter what the time or how long it takes, we'll work diligently to get it resolved!
8. A certified engineer will make regularly scheduled visits to your office to provide on-site training, additional support service, and additional proactive maintenance.
9. We respond and repair all issues that come up … you receive an additional bill of $0!!

Not included in the plan: Additional on-site support for non-covered issues. Support for custom applications is included in our Diamond plan only.

Additional service available: Monitored / Managed Anti-Virus software. Nightly imaging of any PC or server for an instant restore should a system fail.

Please call your Technology Consultant for additional information and a free on-site demonstration!

TSS Pricing - Affordable Flat Rate IT Support for your Workstations, Servers and Network

Workstation Management Plans & Prices
Network Management Plans & Prices
Server Management Plans & Prices
Additional Options

WORKSTATION MANAGEMENT
	GOLD	PLATINUM	DIAMOND
Monthly Cost	$25	$39	$89
Guaranteed Response Time	2 Hours	1 Hour	1 Hour
24x7x356 Monitoring & Automated Reporting
Unlimited Phone Support for Microsoft® Applications†
Unlimited Remote Control Support for Microsoft® Applications†
Microsoft® Application Support
Online Asset Management
Online Ticket Support System
Online Software License Management
Advanced Desktop Optimization & Management
Anti-Virus & Anti-Spyware Management
VPN Client Management
Software Patch Management for Microsoft® Applications
24x7 Remote Emergency Support
Monthly Scheduled On-Site Maintenance		1 hour per every 10 PCs	1 hour per every 5 PCs
Unlimited On-Site Support for Covered Events
iPhone, Android, BlackBerry / Smart Phone Management
Unlimited Phone Support for All Supported Applications†
Unlimited Remote Control for All Supported Applications†

NETWORK MANAGEMENT
	GOLD	PLATINUM	DIAMOND
Monthly Cost
Number of PCs on Network: 1–10	$50	$125	$225
Number of PCs on Network: 11–24	$100	$250	$350
Number of PCs on Network: 25–100	$200	$500	$600
Guaranteed Response Time	2 Hours	1 Hour	1 Hour
24x7x356 Monitoring & Automated Reporting
Purchasing Assistance for Replacement Equipment
Router Management
Firewall Management
VPN Management
Scheduled CTO Phone Calls	Quarterly	Monthly	Monthly
24x7 Remote Emergency Support
Assigned Engineer
Assigned Chief Technology Officer
ISP Management (If Not Excalibur)
Web Hosting Management (If Not Excalibur)
3rd Party Vendor Management / Notify Vendor of Issue
Disaster Recovery Review
Annual Technology Plans
Web Hosting Services (IIS + MySQL)
E-mail Spam and Virus Filtering
Unlimited On-Site Support for Covered Events
Asset Lifecycle Management
Asset Reporting
Project Planning
Updates / Upgrades / Add-Ons / Patches‡

SERVER MANAGEMENT
	GOLD	PLATINUM	DIAMOND
Monthly Cost	$199	$299	$599
Guaranteed Response Time	2 Hours	1 Hour	1 Hour
24x7x365 Monitoring & Automated Reporting
Service Availability Monitoring
Event Log Monitoring
Log File Maintenance
Drive Space Monitoring
Backup Monitoring
Printer Queue & Availability Monitoring
Server Patch Management
Unlimited Phone Support†
Unlimited Remote Control Support†
24x7 Remote Emergency Support
User Account Administration
File Sharing Permission Administration
Security Administration
Anti-Virus & Anti-Spyware Management
Monthly Scheduled On-Site Maintenance		1 Hour	1½ Hours
Unlimited On-Site Support for Covered Events
Unlimited Phone and Remote Support for All Applications
Updates / Upgrades / Add-Ons / Patches for All Applications