Managing your company’s IT is no small task especially, when you have other things to worry about. We can make IT easy. IT is what we do. In fact, no one does IT better. We can assist in a number of areas:
• Professional Package • Enterprise Package
|Service||Professional Package||Enterprise Package|
|Call Center||7 x 24 x 365||7 x 24 x 365|
|Anti-Virus and Malware Protection||•||•|
|Problem Management||Time & materials||•|
|Change Management||Time & Materials||•|
|Emergency Response Time SLA||1 Hour||1 Hour|
5NINES Call Center, available 7 days x 24 hours per day x 365 days, is the first point of entry into our customer service and support process. All inquiries begin their path with the creation of a service ticket that identifies and documents the nature of the request. Once a ticket is logged it can be handed over to the right 5NINES representative for resolution.
5NINES first gathers detailed information about your hardware and software inventory. This information helps us assist you with strategic decision making and life-cycle management by assessing financial, contractual and inventory functions.
5NINES maintains configurations on managed systems to all for stability, performance and efficient support of the current environment. We maintain an up-to-date record of all managed hardware, software, and settings. This information is critical to minimize the impact of changes, helps maintain service levels, and allows for lifecycle management.
5NINES offers lifecycle management services on managed systems. Lifecycle management provides ongoing recommendations and planning of future upgrades based on technical needs and requirements within the budget you define. Our scheduled account reviews are allotted for strategic planning and analysis to help you decide the future of your systems and architecture.
5NINES applies manufacturer-approved critical and security updates to ensure managed systems are secure and operating at peak performance. Windows workstation devices and Office applications allow for auto-updating. Updates for Servers and Network devices are applied as recommended by the manufacturer and approved by the Client. Emergency patching for critical updates outside of normal maintenance is billable.
All support incidents begin their path to resolution with our Technical Support Team. 5NINES provides Incident Management services to determine the nature of the incident, identify any possible workarounds and gather the information necessary for ongoing problem management and resolution.
5NINES provides the definition, scheduling and planning of changes as part of Change Management with the goal of minimizing disruptions, risks and complexity while maintaining the agreed service levels. When possible, changes are completed during defined maintenance windows. (See Appendix C for management and maintenance cycles for applying patches and updates.) Implementation of Changes are subject to extra charges on a time and materials basis depending on the scope and extent of time involved with the change. (See Change Order section below and Appendix B for further details).
Our Client Portal provides access to tickets, projects, billing, administration, and reports. Through the portal, clients can register, track and report on incidents, problems and changes.
5NINES provides ongoing monitoring of all devices under agreement. 5NINES will report critical alerts, scans and event resolutions to the Client as they arise. Should a problem be discovered during monitoring, 5NINES shall make every attempt to rectify the condition in a timely manner through remote access. We monitor systems 7x24x365.
5NINES provides data and system backup management services on applicable managed systems with authorized backup solutions. Backup monitoring and backup set management are included in ongoing service fees. Backup solutions, product licensing, storage and data or system restore services are not included in specific device management and support fees, but are available on upon request.
Anti-Virus and Malware Protection
5NINES provides anti-virus and malware protection on applicable managed systems. Damages caused by and recovery from virus infection not detected or quarantined by the latest anti-virus definitions are not covered under the terms of service. This service is limited to those systems protected with a currently licensed, vendor-supported, anti-virus solution.
5NINES provides request fulfillment to extend, modify and provide basic changes to managed systems. Basic changes include adding or changing user accounts, necessary simple system modifications, and customizations not exceeding 1 hour per month per client are included. Advanced changes are defined as part of Problem or Change Management.
After an incident is triaged, work can begin to put in place workarounds and determine the ultimate fixes to resolve inherent problems that caused the incident. 5NINES Problem Management services include defining and implementing precise work arounds, root cause analysis for incidents, defining problem resolution activities and changes necessary to avoid recurring incidents.
Emergency Response Time SLA
5NINES guarantees response time service levels for emergency service calls. Clients calling the 5NINES 24×7 support line will receive a return call within the agreed time frame from a 5NINES technician who will begin diagnosis and troubleshooting of events. When necessary, remote and on-site assistance will be provided. (See Appendix A: 5NINES Client Service Guide for more details.) Depending on services and Client requirements, 5NINES can offer faster response times for an additional fee. Our number one priority is to assure your business is online.
Managed Support Plans
We have several service plans to meet a variety of needs. Refer to the color coded dots above in the service list to determine which services your company needs and what plan is right for you.
- Our most popular plan! Same 5NINES support with added management services for one workstation.
- Total managed services package for one workstation. 5NINES will take care of everything.
“We have been extremely satisfied with the service we have received from 5NINES. They are very professional, patient, and knowledgeable. They have worked with us to make sure that our goals will be met and that we are comfortable with the pricing and timeline. The information they provide is very clear and detailed. We have used them for a couple of small projects and are now in the middle of a major network overhaul. We look forward to continuing our relationship with them for many years to come.”
“5NINES has been providing complete IT support and lifecycle management for Isthmus Engineering and Manufacturing (IEM) since the spring of 2002, delivering multiple projects to upgrade their IT infrastructure. In 2005, 5NINES helped IEM move to a new building and started delivering MicroNet wireless Internet connection, with redundancy on DSL, and VOIP telephony services. In addition to these services, recent and ongoing projects and services include:
In addition to lifecycle management, 5NINES manages IEM’s backups, IT budget, network infrastructure, Windows server infrastructure, Epicor Vantage ERP system and VOIP. Onsite support is provided daily, and remote support is available 24/7.”
Member & Owner
Isthmus Engineering & Manufacturing, Coop
“It’s been a real pleasure working through this project with you and all of the staff I have dealt with. Andy and Ryan handled the installation with care, competence and good humor, and although we hit a challenge or two I was very happy with the process. I especially appreciate the extra effort to get my office phone working! Also, I’m really impressed with your clear and thorough documentation- the SOW, Service Agreement, and Support Services documents lay out in plain language what we can expect, and they create a positive foundation for a smooth business relationship going forward. That’s no small thing, and I think it reflects very well thought out preparation and a first class operation at 5NINES.”
“Wind River Financial had decided to move from a locally hosted computer network to a private cloud network architecture with virtualization in the interest of minimizing ongoing network support costs. Related to this, Wind River moved to 5NINES Micronet /microwave internet service and made several other major changes including a CRM upgrade, email architecture change, and additional security services.
5NINES has done a very significant amount of work for Wind River Financial and some of our projects have had a great deal of complexity. 5NINES has done an outstanding job of fulfilling our expectations, meeting statements of work from both time and cost perspectives, and ensuring that we have the network services that we need to run our business. ”
Douglas Buan, CFCI, CISM, PCIP, CCCI
Wind River Financial, Inc
“I would like to extend a big Thank You! – When I needed your assistance in regards to the unplanned building power shutdown last week Tuesday, you delivered the resources I needed and acted swiftly to ensure a successful outcome. Every aspect was executed to precision. Kyle was very helpful and instrumental to our success. The few issues we did run into was resolved quickly.
I appreciate everything you do for our company -Thank you!”
Director of Information Technology & Chief Security Officer
Stafford Rosenbaum LLP
“5NINES internet services have taken out the hassle of getting connected. Our tenants can move in and plug in, no need to wait for installation. They have access to faster options to fit their needs.”
“WASB has been with 5NINES since 2009 using their CISCO phone system and ISP services.
Recently, 5NINES helped us with our migration to Office 365. I find the 5NINES technical support team exceptional and their service department is extremely responsive to our needs.
I enjoy working with 5NINES. ”
Wisconsin Association of School Boards
“5NINES was an integral part in migrating our web presence from another off-site vendor to their Madison data center under emergency conditions. They also helped tremendously through the process of moving our internet edge to their datacenter, allowing for higher availability and disaster recovery potential of our internet connections. Their consulting has also been instrumental in helping us focus on developing a good DR strategy while raising our awareness of emerging infrastructure solutions. ”
Senior Infrastructure Manager
Wisconsin Reinsurance Corporation
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316 West Washington
Madison, WI 53703