|– Performance Monitoring||✓||✓||✓||Monitoring of the performance of key assets with automatic ...|
trouble tickets when performance drops below threshold. Monitoring consists of standard alerts per Blue Net monitoring tools. All monitored devices must be discoverable and compatible with Blue Net monitoring tools. Additional monitoring is out of this plan’s scope.
| – Key Application Monitoring||✓||✓||✓||Monitoring to ensure key applications and services ...|
are functional. Blue Net monitors critical services (Windows services and supporting infrastructure, URL up or down) that are identified by the client. All monitored applications and services must be discoverable and compatible with Blue Net monitoring tools.
| – Availability Monitoring (Up/Down)||✓||✓||✓||Monitoring key network infrastructure such as firewalls, ...|
file servers, and switches to ensure they are operating. All monitored devices must be discoverable and compatible with Blue Net monitoring tools.
| – Security Monitoring||✓||✓||✓|
| – Alert Response||✓||✓||✓||Blue Net responds to alerts during business hours and alerts ...|
| – Support Desk||✓||✓||✓||Technicians available for support for your technology infrastructure.|
| – Remote||✓||✓||✓||Our employees are available to remotely access your business...|
class systems to facilitate support.
| – Branded Support Icon||✓||✓||✓||Easy-to-access icon in your task tray for requesting support ...|
and accessing Blue Net resources.
| – Bench||✓||✓||✓||Your plan covers physical and supported business class ...|
devices; receiving hardware, setup support, and repair on-premises at Blue Net HQ.
| – On-Site||✓||✓||$||Blue Net personnel travel to your location and attempt ...|
to resolve issues on-premises.
| – M-F 7 a.m. to 6 p.m.||✓||✓||✓||Support provided during normal business hours.|
| – 24X7 Emergency Support||✓||$||$||Blue Net responds to critical business support ...|
issues outside of normal business hours. There is a two hour minimum charge on out-of-plan work, authorized by a pre-approved client representative.
| – P1 (Emergency, Critical, Business Impactful)||2 Hours||4 Hours||6 Hours||Major business-impacting issues receive acknowledgement ...|
and notification within four business hours. Issue reporting from the client must be received by phone call to tech support.
| – P2||4 Hours||8 Hours||24 Hours||Issues receive acknowledgement and notification within eight ...|
business hours after receiving an issue alert.
| – Blue Net Service Area (Within 50 Miles of Blue Net HQ)||✓||$55||$55|
| – Extended Blue Net Service Area (51 to 80 Miles of Blue Net HQ)||✓||$85||$85|
| – Outside of Blue Net Services Areas (81+ Miles of Blue Net HQ)||$75/Hr + Expenses||$75/Hr + Expenses||$75/Hr + Expenses|
| – Microsoft||✓||✓||✓||Applying significant updates and other patches as provided ...|
by Microsoft. Pre-scheduled downtime must be made available on a regular basis to apply patches. Endpoints must be left on (and rebooted regularly) to allow patching.
| – LoB Applications||✓||✓||$||Updates and patches provided by the vendors, up to once per ...|
quarter, with a maximum five hours per month. Updates are by client request only. The client must have a valid vendor support contract for each application. Software and/or version incompatibility is not included in the patch management plan.
| – Anti-Malware Software||✓||✓||✓||Anti-malware software is installed and updated by Blue Net.|
| – Notification and Alerting||✓||✓||✓|
| – Endpoint Backup (100GB included per End Point)||✓||$||$||Business class endpoints designated by the client are ...|
backed up and retained per agreed upon schedule. Users are responsible for having enough bandwidth and for their endpoint being on during the backup schedule. Limit 10GB per device.
|Hardware Support for Servers, Desktops, and Notebooks|
|– Vendor Liaison||✓||✓||✓||Blue Net assists your designated liaison to open tickets with...|
vendors to coordinate warranty repairs, support, and other technical services for hardware purchased from Blue Net and included in your support contract.
| – Labor||✓||✓||$||Labor associated with troubleshooting and...|
maintaining hardware for hardware purchased from Blue Net and included in your support contract.
| – Extended Warranty – 5 Yrs. From Date of Mfg||✓||✗||✗||Applicable warranties are extended to five years regardless of...|
warranty offered by the vendor.
|Computer Deployment Services|
| – PC Prep/Unbricking||$150||$200||$225||Removal of devices from packaging, generic installation of...|
operating system, and testing of hardware purchased from Blue Net and included in your support contract.
| – PC Rebuilds||✓||$200||$225|
| – On-Site PC Deployment||✓||$||$||Set up the device at the client’s site, attach all cables,...|
attach to network/Wi-Fi, and test. Trip charges may apply outside the service delivery area.
| – Custom Imaging Services||✓||$||$||Setting up a Windows 10 Pro OS image for new...|
(or re-using existing) devices according to client-specific requirements.
|Scheduled Preventative Maintenance|
| – Automated||✓||✓||✓||Running scheduled maintenance on standard software and...|
services explicitly supported by Blue Net’s tools default functions. Customization automation available with out-of-plan fee.
| – During Business Hours||✓||✓||✓||Maintenance items for issues not remediated automatically....|
See definition in business hours section.
|– After Hours||✓||✓||$|
|Office 365 Licensing|
| – Microsoft 365 Business Standard||⬇||⬇||✓||Microsoft license included in some plans.|
|– Office 365 E3||✓||✓||⬆||Microsoft license included in some plans.|
|Office 365 Support|
| – Migrate Email to O365||✓||✓||✓||Assist in the migration of email, contacts, and calendar items...|
|– Migrate File Shares to SharePoint File Libraries||✓||$||$||Assist in the migration of files from the local file server or...|
desktop to SharePoint document libraries. Migration includes a single file server with a maximum of five destination document libraries. Also includes analysis and strategy for reorganization of key files. Does not include Teams file libraries or personal OneDrive for Business files.
| – Teams Setup, Consulting, and Management ||✓||$||$||Assist in the migration of files from a local file server or...|
desktop to Teams document libraries. Migration includes a single file server with a maximum of five destination Teams libraries. Includes needs analysis and strategy for reorganization of key files. Does not include personal OneDrive for Business files.
|– MS Endpoint (Intune) Setup and Management||$||$||$||Administratively enable Teams and work with up to five Teams...|
owners to get started and manage effectively.
| – MFA Pilot, Configuration, and Management||✓||✓||$||Customer specifies a group of up to 10 users who have MFA...|
enabled. Includes troubleshooting and training.
| – Install of O365 Office Suite/Client Configuration||✓||✓||✓||Office 365 applications installed to the user’s local workstation.|
| – Configuration of O365||✓||✓||✓||Assist in best practices configuration of your...|
| – Outlook Configuration||✓||✓||✓||Assist in best practices configuration of your...|
| – Troubleshooting O365 Error messages (Office Apps)||✓||✓||✓||Assist in resolving application launch issues.|
| – Login and Activation issues||✓||✓||✓||Assist in resolving Office 365 reported problems on supported Office 365 devices.|
|– Licensing Issues||✓||✓||✓||Assist in resolving Office 365 reported problems on...|
supported Office 365 devices.
| – O365 Mobile Device Config (Tablet, Phone)||✓||✓||✓||Assist in configuring one device per user for use with...|
| – O365 Solution Briefings||✓||✓||✓||Online meetings where O356-related topics are discussed...|
to get business value from your investment.
| – O365 Enhanced Training||✓||$||$||Training on user-level O365 application features....|
Training on company-wide solutions or developer-oriented tools available with out-of-plan fee.
|Office 365 Backup|
| – O365 Backup||✓||✓||✓||Backing up O365-hosted data. Client is responsible for...|
timely notifications to Blue Net for maintenance of an accurate user assignment list.
| – O365 Archiving||✓||$||$||Archiving backups of O365-hosted data for specified time...|
period. Client is responsible for timely notifications to Blue Net for maintenance of an accurate user assignment list.
|Office 365 Security|
| – Basic SPAM Filtering||✗||✗||✓||Filter incoming email for spam messaging to contacts and mailbox.|
| – Advanced SPAM Filtering||✓||✓||$|
| – Anti-Phishing||✓||✓||$||End-user security awareness training and installation of...|
client-side anti-phishing and reporting tools.
|– Anti-Malware||✓||$||$||Detection of malware infection and consult on remediation options...|
for contacts and mailbox.
| – Data Security (DLP)||✓||$||$||Discussion of DLP features and benefits and creation of...|
| – Account Monitoring/Takeover Protection||✓||$||$|
| – Document and Attachment Sandboxing||✓||$||$|
| – Encrypted Email Service||✓||$||$||Review features and functionality and create an action plan...|
for contacts and mailbox.
|– 24X7 Monitoring||✓||✓||✓||Monitor client’s supported network infrastructure for potential issues.|
| – Device Config Backup||✓||✓||✓||Backups of the key Blue Net tool supported device configuration...|
to assist in recovery and resets.
|– Change Management||✓||✓||✓|
| – Basic Configuration Changes||✓||✓||✓||Configuration changes that do not require advanced or...|
| – Advanced Configuration Changes||✓||✓||$||Configuration changes that require advanced or complex activity.|
|– Flow Reporting**||✓||✓||✗|
| – Syslogging*||✓||✓||✗||Reviewing logs on affected devices in support of troubleshooting.|
| – Firmware Management**||✓||✓||✓||Keep device firmware current for Blue Net supported equipment.|
| – Basic Firewall Management||✗||✓||✓||Manage firewall rules for Blue Net supported firewalls.|
| – Advanced Firewall Management||✓||✗||✗|
| – Yearly Network Review||✓||✓||✓||Deliver client network report with annual strategic planning session.|
|Business Review and Planning Meetings|
| – IT Road Map & Budgeting||✓||✓||✓||Annual assessment of future IT needs, review...|
hardware/software end-of-life issues and establish budget. Included in the annual strategic planning session.
| – Relocation Advisory||✓||$||$||Annual (or as needed) review impact of office or plant...|
relocation and create action plan.
| – Expansion Advisory||✓||✓||$||Annual (or as needed) review impact of office or plant...|
expansion and create action plan.
| – Strategic Planning Sessions||✓||✓||✓||Meet with key stakeholders to discuss strategic use of IT...|
to support business processes.
|License /Asset Management|
| – Asset Reporting/Tracking||✓||✓||✓||Assets reported by clients are entered into asset DB for...|
| – License Reporting/Tracking||✓||✓||✓||Assets reported by clients are entered into asset DB for...|
| – Compliance Reporting Assistance||✓||✓||$||Assist with compliance reviews with data provided by the client...|
that is stored in BN systems.
|– Audit Assistance||✓||$||$||Blue Net assists with audits.|
| – Performance||✓||✓||✓||Reporting on network performance and trouble issues.|
|– Ticket||✓||✓||✓||High level summary reporting on ticket open/closed.|
| – Monthly Health Summaries||✓||✓||✓||Summary of network, licensing and other key health items.|
| – Software||✓||✓||30 Minutes Per Incident||Assist client liaison with interactions with supported...|
software vendors. Open ticket with vendor and determine if issue is related to infrastructure issue.
| – Print||✓||✓||$||Assist client liaison with interactions with supported...|
printer vendors. Open ticket with vendor and determine if issue is related to infrastructure issue.
|– ISP||✓||30 Minutes Per Incident||$||Assist client liaison with interactions with supported...|
ISP vendors. Open ticket with vendor and determine if issue is related to infrastructure issue.
| – Data (P to P, MPLS)||✓||30 Minutes Per Incident||$|
| – IT Manager/Support||✓||✓||$||Train designated client support staff on select Blue Net...|
| – Security Awareness Education||✓||✓||$||Training client staff on security awareness with email,...|
browsers, and other malware vectors.