CDW SERVICES MANAGEDSERVICE 7X24

Extended Business Hours Help Desk Support Services: This offering provides the Customer with Help Desk Support 7x24x365. The Help Desk Support program includes problem reporting from the monitoring service or as reported by the Customer by phone or the Service Provider’s Self-Service Portal. This includes a certified help desk agent taking corrective action remotely if possible or if onsite repair is required, sending a trouble ticket to the Customer appointed entity. Service Provider’s Self-Service Portal enables the Customer to access an online ticketing system where the Customer can create, view, track, and search Service Requests and solutions.

In addition to the Helpdesk Services described above, the following services will also be provided;

Remote Monitoring and Management (7x24x365
of the Customer’s specified Key Network Devices (designated workstations, printers, servers, firewalls, routers and switches) at Service Provider’s Network Operations Center (NOC). Upon the detection of any errors, anomalies, or other problems, Service Provider will alert the Customer to recommend the best course of action to minimize business impact.
Includes: Security Manager, Device Maintenance, Patch Management, Application Monitoring, License Compliance Report and Backup Monitoring.
The network monitoring technology at the core of the Remote Monitoring Program collects and stores valuable network data and device metrics that are provided to the Customer on a monthly basis. This information is useful in planning network or software upgrades and will provide transparency into and accountability of the services being delivered to the Customer.

For terms and conditions, please visit the following link: http://www.cdw.com/content/terms-conditions/product-sales.asp