Services Matrix

IT Service	Ad-hoc Support & Supply	Contracted Support & Supply	Managed Service	Fully Managed Service	Total IT
Helpdesk (Phone / Email / Web / Auto)	√	√	√	√	√
Remote Support	√	√	√	√	√
Onsite Support	√	√	√	√	√
Secure Password Vault	√	√	√	√	√
Blue Horizons (Newsletter)	√	√	√	√	√
Health Check		√	√	√	√
Service Level Agreement		√	√	√	√
Built in contracted hours		√	√	√	√
Multi Year Contract Discount		√	√	√	√
Product Purchase Discount		√	√	√	√
Document Management System		√	√	√	√
In the Loop (Newsflash)		√	√	√	√
Contract Reporting		(Quarterly)	(Quarterly)	(Monthly)	(Monthly)
Contract Review Meeting		(Quarterly)	(Quarterly)	(Monthly)	(Monthly)
User Account Management		√	√	√	√
Backup Monitoring & Management		O	√	√	√
System Monitoring & Alerting		O	√	√	√
System Patching		O	√	√	√
Onsite Day (Discounted Rate)			√	√	√
Preventative Maintenance Programme			√	√	√
H/W & S/W Warranty/Maintenance Management			O	√	√
Extended Hours Support			O	√	√
Availability, Performance & Capacity Management			O	√	√
Asset Management			O	√	√
Change & Incident Management			O	O	√
Managed IT Procurement			O	O	√
Dedicated Account Team					√
Dedicated Support Line / Monitoring System / Helpdesk					√
Domain Management	O	O	O	O	O
Web Site Development & Management	O	O	O	O	O
Hosted Laptop Backup	O	O	O	O	O
B C / D R Consultancy	O	O	O	O	O
Project Management	O	O	O	O	O
Data Networks	O	O	O	O	O
IP Telephony	O	O	O	O	O
Security Management (AV / Spam / Firewall / Web Content Filtering / DLP / Encryption / PEN Testing)		O	O	O	O
Printer Management including Supplies			O	O	O
Managed IT Replacement Programme Includes Weee compliant disposal / disk wipe / life cycle management			O	O	O
Hardware Maintenance Contract			O	O	O
Cloud Based Infrastructure			O	O	O
Outsourcing & Facilities Management				O	O

√	Built into the Contract Band
O	Optional for the Contract Band