Contracted Support

Contracted IT Support Plans:

Every business is different in its IT needs and requirements. Computer Networks has three different support plans that will give you peace of mind in regards to your IT infrastructure.

All of our plans include:

• 24/7 monitoring (Silver and Gold Only)
• Increased stability and performance
• Budgeted IT expenditure, leading to reduced cost of IT systems
• Predictive and proactive systems management
• Decreased response times and shorter ‘contact-to-resolution’ times

Bronze Plan CN’s Bronze Plan offers monitoring of a customer’s key network infrastructure and provides notification of alerts only.CN’s Bronze Plan offers: To prevent IT issues with regular preventive maintenance. Includes IT support time + the opportunity to purchase additional hours at a reduced rate. A monthly report and analysis on your IT systems. Reactive support during business hours. Discounted rates for extra support. Service level agreement for guaranteed response times.

Silver Plan Silver is where CN offers to monitor customers’ key network infrastructure devices. Monitoring will ensure that your systems are running to their optimum performance 24 x 7. Prevention of IT issues with Proactive 24 x 7 Monitoring & Preventative Maintenance of your system. Predictable Monthly IT costs. Peace of Mind that CN is taking care of your IT systems. CN’s expertise to run your critical IT infrastructure. Included IT support time + the opportunity to purchase additional hours at a reduced rate. A monthly report and analysis on your IT systems. Reduced risk of unplanned system downtime. Discounted rates for extra support. Service level agreement for guaranteed response times 13 hours a day, 5 days a week.

Gold Plan CN’s Fully Managed Service Program offers to advise, manage, and consult proactively to make sure your computer systems are running at optimum levels at all times. Our fully managed service is a fixed fee, all-in program designed to meet the needs of our most demanding customers who have high reliance on IT, suffer significant cost from downtime and need budget predictability. Worry free IT, let CN be your IT department. Predictable monthly IT costs. All IT Support time included. Reduced risk of unplanned system downtime. Service level agreement for guaranteed response times 24 hours a day, 5 days a week.

Contracted Support Plan Comparison Table

Services	Bronze	Silver	Gold
Monitoring (Servers and networking)
Mintoring (Workstations includes Endpoint A/V and Patching)		OPT
Service desk (Management of Incidents)
Preventive Maintenance
Incident Resolution
Basic System Reporting
In Depth Reporting
Report Analysis
Moves Adds Changes (MACS)		OPT
Service Level Agreements (SLAs)
Standard Operating Environment Required
Asset Management
Network Audit Prerequisit
Account Management Meetings
SLA response Times	NBH	13×5	24×7
Billable time Increments
System Documentation
Onsite Resource requirement	OPT	OPT	OPT
Project/Consultancy rate Card
Minimum Contract Term	12 Months	12 Months	24 Months
Minimum Renewal Period	12 Months	12 Months	12 Months
Contract term Incentive 24 Months +
Recontract term Incentive 24 Months +