SPK’s Managed Service Plan Comparison
Standard Plan
Hourly On-Site Rate for Services & Support (Monday – Friday, 8:00am – 5:00pm)
Remote Help Desk Support (Monday – Friday, 8:00am – 5:00pm)
After-Hours and Weekend Help Desk Support (P2/P3)* (M-F, 5:01pm to 9:00pm, Sat-Sun, 8:00am-7:00pm)
Remote Emergency Response (P1 - See below)
Remote Monitoring, Management, and Remediation
Scheduled Server Maintenance
Microsoft O/S Patch Management
Automatic Problem Escalation and Resolution
Advanced Endpoint Protection and Updates
Firewall Management and updates
Switches, wireless, network device management
Daily Monitoring of Successful Data backup
Virus, Spyware and Malware Removal
Security Information & Event Management
File and Server Restores from Backup
Virtual CIO - Quarterly Strategic Planning and Budgeting
Virtual CIO - Asset Tracking and Management
Virtual CIO - Monthly Technology Planning with vCIO, based on business goals and KPIs
Virtual CIO - Dedicated Account Manager
Virtual CIO - DNS Management
Virtual CIO - Network Documentation
Spam Filtering
Adding/Removing Users, Mailboxes
Software Installation and Upgrades
Installation of New Hardware
Mobile device management
Ordering and Replacing Warranty Parts
Office 365 Support
Premium Plan
Hourly On-Site Rate for Services & Support (Monday – Friday, 8:00am – 5:00pm)
Remote Help Desk Support (Monday – Friday, 8:00am – 5:00pm)
After-Hours and Weekend Help Desk Support (P2/P3)* (M-F, 5:01pm to 9:00pm, Sat-Sun, 8:00am-7:00pm)
Remote Emergency Response (P1 - See below)
Remote Monitoring, Management, and Remediation
Scheduled Server Maintenance
Microsoft O/S Patch Management
Automatic Problem Escalation and Resolution
Advanced Endpoint Protection and Updates
Firewall Management and updates
Switches, wireless, network device management
Daily Monitoring of Successful Data backup
Virus, Spyware and Malware Removal
Security Information & Event Management
File and Server Restores from Backup
Virtual CIO - Quarterly Strategic Planning and Budgeting
Virtual CIO - Asset Tracking and Management
Virtual CIO - Monthly Technology Planning with vCIO, based on business goals and KPIs
Virtual CIO - Dedicated Account Manager
Virtual CIO - DNS Management
Virtual CIO - Network Documentation
Spam Filtering
Adding/Removing Users, Mailboxes
Software Installation and Upgrades
Installation of New Hardware
Mobile device management
Ordering and Replacing Warranty Parts
Office 365 Support
Incident Description
Severity 1 (P1)
Severity 2 (P2)
Severity 3 (P3)
Time Line to Acknowledge
Severity 1 (P1)
Severity 2 (P2)
Severity 3 (P3)
Resolution Communication
Severity 1 (P1)
Severity 2 (P2)
Severity 3 (P3)
Severity Description
All calls will be classified into the following severity levels:
- Severity 1 (P1)
- Severity 2 (P2)
- Severity 3 (p3)
Note 1: Level 1 Problems will be worked on a 24×7 basis until resolved, either remotely or on-site.
Note 2: Level 2 Problems will be worked on from 6am to 9pm Pacific remotely until resolved. If problem requires on-site assistance, on-site will be provided during extended local business hours (6am to 9pm Pacific, excluding holidays/weekends).
Note 3: Level 3 Problems will be worked on a 8×5 basis remotely until resolved. If problem requires on-site assistance, on-site will be provided during regular local business hours (9am to 6pm Pacific, excluding holidays/weekends).
Severity Definitions
Severity 1: Production environment or other mission critical system(s) are down and no workaround is immediately available. The ability to conduct business or service to the customer has stopped. Severity 1 responses require an immediate outage window in order to correct the issue.
Examples: Server down, network down, database down, application down.
Severity 2: Major functionality is severely impaired. Primary system function or access is failing, or an imminent failure report has been issued. Operations can continue in a restricted fashion, although long-term productivity might be adversely affected. A major milestone is at risk. A temporary workaround is available.
Examples: Extremely slow system performance.
Severity 3: Level 3 issues are low to medium impact problems which involve partial, non-critical functionality loss. User questions, enhancements, requests.
Examples: Application report not functioning properly; hard drive space has entered the alert zone; user requests restoration of data.