Linetex 'IT Partner' Services

Individually tailored IT Support services to fulfill your IT and Infrastructure needs, offering:

• Full multi-vendor support services
• comprehensive consulting
• integration expertise.
• ISO9000:2000 quality
• Investors in People certification

Saving money and effort

Reduce Costs by ensuring that your IT infrastructure:

• Is efficient
• Is secure
• Is resilient
• Has maximum availability

Get specialist IT Support at a fraction of the cost of providing this function in-house, remove the workload associated with managing your IT systems and get Peace of Mind when your valuable IT systems are entrusted to a specialist IT provider like Linetex.

When you can't afford dedicated IT Staff

IT Partner provides a comprehensive 'outsourced IT Manager' service to Customers. The service involves both 'proactive' and 'reactive' support. The Customer pre-purchases an amount of time which can be used up as and when requested or as agreed within the IT partner scope document.

Hours of cover:

• Monday to Friday 9.00am to 5.00pm

IT Partner Helpdesk number:

• 01483 253115

Service Level:

• 1 hour telephone response from when the call is logged
• 4 hour telephone response (from the initial call); discuss/plan the work requested

Service Detail:

• Initial audit to document and understand the customer's network infrastructure
• Scope document supplied to Gladstone/customer detailing any recommendations/improvements (costed)
• Agreement of the initial pot of time to be pre-purchased
• Agreement of the regular scheduled tasks (remote and/or on-site)
• Agreement of the frequency of scheduled tasks (remote and/or on-site)
• Agreement of service review dates
• Assignment of IT Partner Manager

Initial Scope Document Will Include:

• Customer details
• Network diagram
• Notes on 3rd party involvement
• Administration account details (user names & passwords)
• Domain configuration
• Site to site VPN configurations
• Document known system procedures
• TCP/IP & LAN settings and Configurations
• LAN Schematic
• Server hardware configurations & Specifications
• Firewall configuration
• PC hardware specification
• Printer configuration

Standard ITP Products and Checks Undertaken:

Operating Systems	Supported Versions:	Standard ITP Checks
Microsoft Windows Server	Windows Server 2003 R2 Windows Server 2003 Windows Server 2000 Windows NT4 **	Event Logs Free Space CPU Utilisation Net Throughput Memory Usage Hot Fix Status Hung Services Last Reboot Licensing
Server Applications	Supported Versions:	Standard ITP Checks
Microsoft Exchange Server	2007 2003 2000 5.5 **	Event Logs DB Size Disabled Accounts Transaction Log Clear down
Microsoft SQL Server	2005 2000	Event Logs Maintenance Policy Transaction Log Clear down
Microsoft Sharepoint	2005 2000	Event Logs
Microsoft Internet Security and Acceleration Server (ISA)	2006 2004 2000	Event Logs
Microsoft Small Business Server (SBS)	2003 R2 2003 2000	Event Logs Free Space CPU Utilisation Net Throughput Memory Usage Hot Fix Status Hung Services Last Reboot Licensing
Microsoft Terminal Services	2003 R2 2003 2000	Event Logs Licensing
Citrix	Metaframe XP Metaframe 4 Metaframe 3	Event Logs Licensing
Backup Support	Supported Versions:	Standard ITP Checks
Symantec Back Up Exec	11.x 10.x 9.x 8.6	Event Logs Failures Selection Duration Cleaning Restore Test IDR Media Notifications Tape Space
BrightStor ArcServe	11.x 9.x	Event Logs Failures Selection Duration Cleaning Restore Test Notification Tape Space
Anti-Virus Support	Supported Versions:	Standard ITP Checks
Sophos Anti Virus	4.x Onwards	Event Logs Licensing Updates
McAfee Anti Virus	All versions	Event Logs Licensing Updates
Symantec Anti Virus	7.x Onwards	Event Logs Licensing Updates
Trend Anti Virus	2.x Onwards	Event Logs Licensing Updates

** - limited support available as this is an end-of-life Microsoft product

UPS

• APC / Various Communications
• Power Events
• Run Time
• Battery Age
• Loading

Example Proactive and Administrative Task Requests:

• Server - Event logs (Applications, System, Security, DNS, Replication)
• Server - Performance (Throughput, utilisation, usage)
• Server - User account administration
• Backup - Logs, duration, notifications, space & update Intelligent Disaster Recovery CDs
• General Patches & updates
• UPS functionality and connectivity
• Exchange - Mail store, transaction logs, backups & user account administration
• Anti Virus - Management, Update, download application and distribution
• Microsoft OS and Application updates
• Firewall - Updates, management & review
• Summary Risk Assessment on Network Security (B/U, AV, F/W), Performance & Functionality
• Server and Client Administrative Tasks - I.E. Adding users/removing user accounts, setting up new users mail accounts.

IT Partner Exclusions:

• Installation of bespoke applications (sage etc)
• Changes to bespoke applications (sage etc)
• Changes to software or equipment where a vendor contract is already in place
• Web site creation
• Equipment supply (quoted for separately)

Reporting:

Linetex will provide a monthly report which will detail the following:

• All IT Partner calls logged
• Complete call history and time used
• Balance of time remaining

Pre-Paid Time/usage:

The time used by the customer is calculated by the minute, this is applicable to both on-site and remote work. A report will be sent monthly to both the customer and Gladstone detailing all usage and what time remains. When the pre-purchased time falls below 8 hours, Linetex will inform Gladstone in order for them to contact the end user. Any time not used up can be carried over to the next 12-months.

Details on the 'pot' of time status can be supplied within 1-hour of the request from Gladstone. This would be in the form of an e-mailed report. This does not replace the monthly IT Partner report.

For more information

Contact Linetex for more information or call 01483 253 030.