Managed Services

Situational Awareness

As a business owner, you spend most of your time managing your employees, servicing your customers, prospecting for new business and attending networking events, all worthwhile and important activities required to maintain and grow your business. But with such a hectic schedule, you are probably ignoring the life-blood of your business — your computer network. How often have computer issues hijacked your day?

Instead of focusing on your core business or revenue-generating activities, you were shackled to your office waiting for a computer technician to arrive. Not the best use of company resources, is it? You have probably thought, “There must be a better way.”

Goretech is a leading provider of managed services, dedicated to supporting the computer and networking needs of your business. Since 1993, we have been working hard to ensure that the networks our customers depend on function as efficiently and as reliably as the day they were first installed.

With our innovative network response program called Situational Awareness, you can be assured that your days of waiting around are over!

Situational Awareness is an outsourced

IT solution that brings Enterprise class information management and support to businesses like yours.

Do you want to save money and increase productivity? Then you need Situational Awareness. It can be the IT staff or just augment what you have, reducing the number of people needed to maintain your systems at their peak.

Monitoring

Performance and availability on servers, desktops and network devices, even remote workers and their equipment.

Service Automation

Remote access, software distribution and automatic script execution to support business policy.

Reports

On demand reports to support daily operations, troubleshooting and capacity planning.

Labor Services

Discounted service rate for proactive or reactive services under contract or block time or projects.

Peace of Mind

Leave the fire-fighting to us. Let us be your network watchdog, allowing you to focus on your core business and revenue-generating activities.

Increased Productivity

Reduce the business impact of IT failure by shortening the mean time from network failure to issue resolution by allowing us to watch your network through our priority response guarantee.

Cost Savings

24x7x365 monitoring provides visibility into your network allowing us to immediately determine the root cause of any network issue, thereby reducing the timely task of issue diagnosis from hours to mere minutes – resulting in substantial cost savings and downtime reduction for you.

Accountability & Transparency

Because we can monitor the connectivity of your ISP, Internet connection and other hosted applications, we can provide reporting around the actual delivery of such services – all designed to ensure you are receiving the guaranteed service level you are paying for.

Access to a Wealth of IT Expertise and Experience

Our staff has over 30 years of combined experience and is accredited by Cisco, CompTIA, Dell, Microsoft, Novell and others.

With Our Basic Bundle, You Get:

• Peace of Mind. Leave the fire-fighting to us. Let us be your network watchdog, allowing you to focus on your core business and revenue-generating activities.

• Increased Productivity. Reduce the business impact of IT failure by shortening the mean time from network failure to issue resolution by allowing us to watch your network through our priority response guarantee.

• Cost Savings. 24x7 monitoring provides visibility into your network allowing us to immediately determine the root cause of any network issue, and reduce the task of issue diagnosis from hours to mere minutes — resulting in substantial cost savings and downtime reduction.

• Accountability & Transparency Into Your ISP.

We monitor your Internet connectivity and other hosted applications, and provide reporting around the delivery of those services – all designed to ensure you receive the guaranteed service level you’re paying for.

• Access to a Wealth of IT Expertise & Experience.

Our staff has over 30 years of combined experience and holds the following certifications and accreditations:

Microsoft Certified Partner, Cisco Partner, Dell Partner.

Our Premium Bundle Also Offers:

• A Safe & Secure Network.

Firewall, antivirus and general security perfomance service monitoring ensures that your network’s integrity is an ongoing priority and that your security investment is working.

• Network Infrastructure Monitoring.

We keep track of the details and composition of your network assets and hardware, helping you make intelligent decisions about what needs to be upgraded, what is missing, what has appeared unexpectedly and what should be purchased based on your business planning and objectives.

• Insight into Software Licensing. Knowing what software and applications are running on your network is essential so that you can be notified if unsafe or unsanctioned software is installed on any of your computers. We can track how many licenses of your legally-purchased software you are running, and help you avoid fines that could result through violation of your license agreements.

Goretech Managed Services

Description

Goretech's remote monitoring and management solution will dramatically reduce the time from network failure to overall issue resolution, resulting in increased employee productivity and cost savings. It accomplishes this with remote device troubleshooting and remediation, as well as remote end-user support. Given that performance and predictive failure monitoring is a key component; this will also lead to a modest reduction in the number of downtime occurrences.

Program Components

There are four main components to the program:

Monitoring. Performance and availability monitoring on server, desktop and network devices.
Service Automation. Remote access, software distribution and automatic script execution.
Reports. On demand reports to support daily operations, troubleshooting and capacity planning.
Labor Services. Discounted service rate for proactive or reactive service (possibly block).

1. Monitoring

Availability, performance and predictive failure monitoring (varies depending on individual services and devices).
Monitoring requirements, technical: Workgroup probes (mandatory), Windows agents, Mac agents. Each workgroup probe can support up to a maximum of 50 devices, regardless of device type.

Servers:

Performance monitoring on servers (and relevant applications):

Windows O/S – availability, patch levels, event log (configurable)
Exchange (availability, performance)
SQL server (availability, performance)
IIS (availability, performance)
Terminal Server (availability, performance)
Backup Exec (success, errors/failure)
Generic log file monitoring (customizable for 3rd party applications)
CPU (%), disk capacity, SWAP/memory (% and raw amount)

Network:

Routers (bandwidth %, availability, TCP port and protocol availability)
Switches (bandwidth %, availability, TCP port and protocol availability)
VPN (availability and possibly more)

Desktops (Windows):

TCP / Connectivity
Processes (availability)
CPU (%), disk capacity, SWAP/memory (% and raw amount)
Patch levels (with security bundle)
O/S errors (via event log) (with security bundle)
Application compliance (with security bundle)
Asset monitoring (with security bundle)
A/V — definition updates, virus activity, A/V process running (with security bundle)

Desktops (Macintosh):

TCP / Connectivity
Processes (availability)
CPU (%), disk capacity, SWAP/memory (% and raw amount)

General:

Availability of hosted services (ISP, hosted mail, hosted applications)
Website and content availability

Security Services:

A/V — definition updates, virus activity, process running
Syslog (for central security issues from across network)
Firewalls — security events, availability (Cisco Pix, SonicWALL, NetScreen, WatchGuard, FortiGate)
Windows Patch levels
O/S errors (via event log)
Application compliance (4 times daily)
Asset monitoring (weekly, during operation hours when devices are on)
VPN — connectivity, errors

2. Service Automation

Remote access and control:

Remote Windows server and/or desktop maintenance and support
End user remote support sessions

Software distribution:

Configure any patches manually for distributed deployment
Automate and scale routine activities

Automatic script execution (Windows):

Scalable configuration changes
Automate (and schedule) regular activities, including:
- Scan Disk / Checkdisk / Defrag
- Delete temp files, directories, etc
- Restarting services / processes / applications
- Running virus scans, spyware scans
- Device restarts (servers and workstations)
- Renew network addresses
- Monitoring agent restarts

3. Reports

On-demand reporting to support daily operations, troubleshooting and capacity planning (90 day max reporting period, but total stored data can go back 12 months).

Availability (any devices)
Availability (applications/processes)
Executive Summary (hardware report) - (CPU, disk capacity, memory/SWAP, bandwidth), network (router/switch bandwidth)
Incident report (all N-central OnDemand incidents)
Backup performance (Backup exec)
Security reports:
- Windows O/S patch level status
- A/V definition updates, virus activity
- Asset report
- Application compliance report
- Syslog (security event report)

4. Labor Services

Block or time & materials hours that may be used for proactive maintenance or for reactive support, at your discretion.

Bundles and Essential Program Structure

Based on the above monitoring components, Goretech's go-to-market program takes two basic forms. The first is a Basic Bundle, comprised of monitoring services to support essential server, network and desktop health and performance. The second is a Premium Bundle, which includes all aspects of the Basic Bundle plus security monitoring services. The Premium Bundle is designed to support customers for whom security and the need for network protection is a greater concern.

Table 1: Illustrates the difference in the scope and depth of monitoring between the Basic Bundle and the Premium Bundle.
Monitoring Scope and Depth
Device Type	Basic Bundle (May vary depending on device details)	Premium Bundle (Includes Security Monitoring, May vary depending on device details)
Server and Server Applications	Availability / Connectivity Hardware: CPU, Hard Disk, Memory/SWAP Windows O/S — Availability, Events Exchange (availability, performance) SQL server (availability, performance) IIS (availability, performance) Terminal Server (availability, performance) Backup Exec (success, errors/failure) Generic log file monitoring (customizable for 3rd party applications)	Windows patch levels Windows O/S errors Processes (availability) A/V — definition updates, virus activity, process running Application compliance (4 times daily) Asset monitoring (weekly, during operation hours when devices are on)
Firewall	Availability / Connectivity	Security events
Router, Switch	Availability / Connectivity	Bandwidth, port and protocol availability
Desktop	Availability / Connectivity Hardware: CPU, Hard Disk, Memory/SWAP Windows O/S — Availability, Events	Windows patch levels Windows O/S errors Processes (availability) A/V — definition updates, virus activity, process running Application compliance (4 times daily) Asset monitoring (weekly, during operation hours when devices are on)
General	Availability of hosted services (ISP, hosted mail, hosted applications) Web site and content availability	Syslog security log (for central security issues from across entire network) VPN — connectivity, errors

Customer Benefits, Basic Bundle

Peace of Mind: Let us be your network watchdog, allowing you to focus on your core revenue-generating activities. Leave the fire-fighting to us.
Higher Levels of Employee Productivity: By allowing us to watch over your network, and through our priority response guarantee, we will reduce the business impact of IT failure by shortening the mean time from network failure to issue resolution.
Cost Savings: Monitoring provides visibility into your network, allowing us to immediately determine the root cause of any network issue, thereby reducing the timely task of issue diagnosis from hours to mere minutes. This, combined with our ability to remotely fix server and desktop issues as well as help end users, means that resolution of network issues has never been faster — resulting in substantial cost savings for you.
Introducing Accountability and Transparency into Your ISP or Other Hosted Applications: We monitor the connectivity of your Internet connection, other hosted applications and Websites, and provide reporting around the actual delivery of such services. All this ensures you are receiving the guaranteed service level you are paying for!
Access to a Wealth of IT Expertise and Experience: Our staff has many years of combined experience and is accredited by some of the largest and most respectable names in technology.

Additional Customer Benefits, Premium Bundle

Maintaining the Ongoing Safety and Security of Your Network: Through firewall, antivirus and general network security monitoring, we ensure that your network's integrity is an ongoing priority. We will make sure your firewall and antivirus investment is working for you.
Helping You Manage Your Network Infrastructure: By keeping track of the details and composition of your network assets and hardware, we can help you make intelligent decisions about what needs to be upgraded, what is missing, what has appeared unexpectedly, and what should be purchased based on your business planning and objectives.
Know If Your Software Is Legal and Approved: Knowing what software and applications are running on your network is essential in allowing you to be notified if unsafe or unsanctioned software is installed on any of your network's computers. We can also help you track how many licenses of your legally-purchased software you are actually running in your business, and help you avoid fines that could result through violation of your license agreements.

Managed Services Help Desk for current customers