Appendices
Support:
panaTECH technical support center answers service calls during business hours 8am – 5pm, Monday-Friday. Our help desk is staffed with experienced technicians. Our managed service agreement clients also benefit from remote support, whereby our technicians utilize remote access tools to connect to your office systems, allowing the ability to diagnose hardware and software failures via dedicated Internet connections. All of our service agreement clients receive priority service.
Requirements:
panaTECH will require all schematics, drawings, configuration data and easy access to all facility locations. All work possible will be performed during regular business hours. We will try to minimize disruption while performing server migration.
Exclusions:
This 2025 panaTECH online MSA does not include replacement of, or parts required for repairs on printers, screens, or peripherals, (PDAs, point of sale scanners, digital cameras, smartphones, or any other specialized accessory), unless this equipment was originally provided under this agreement or a pre-existing agreement. All labor required for installation and/or repair of the above devices is not covered under this agreement. Consumables such as printer maintenance kits, toner, ink, batteries, paper, etc. are not included or covered under this service agreement and will be invoiced separately.
Appendix A
| LABOR | RATE |
|---|---|
|
Remote PC Management/Help Desk
8AM – 5PM M-F |
Included with Endpoint/End-user Management/Support (& with Onsite Upgrade) |
|
Remote Printer Management
8AM – 5PM M-F |
Included with Printer Support |
|
Remote Network Management
8AM – 5PM M-F |
Included with Remote Network Firewall Management/Support (& with Onsite Upgrade) |
|
Remote Server Management
8AM – 5PM M-F |
Included with Remote Server Management/Support (& with Onsite Upgrade) |
|
24x7x365 Network Monitoring |
Included with Cybersecurity Service Upgrade |
|
Lab Labor
8AM – 5PM M-F |
Included with Onsite Upgrade |
|
Onsite Labor 8AM – 5PM M- |
Included with Onsite Upgrade |
|
Onsite/Remote Emergency After Hours Labor 10:00PM
– 7:59PM – M-Sun, All Day Sat-Sun, Federal Holidays |
$250/HR |
|
After Hours Remote On-Call PC
Management/Help Desk 5:01PM – 9:59PM M-F |
$175 |
|
After Hours Remote On-Call Printer
Management 5:01PM – 9:59PM M-F |
$175 |
|
After Hours Remote On-Call Network
Management 5:01PM – 9:59PM M-F |
$175 |
|
After Hours Remote On-Call Server
Management 5:01PM – 9:59PM M-F |
$175 |
|
After Hours Lab Labor
5:01PM – 9:59PM M-F |
$175 |
|
After Hours Onsite Labor
5:01PM – 9:59PM M-F |
$175 |
|
New Project – Remote Labo |
$175/HR |
|
New Project – Lab Labor |
$175/HR |
|
New Project – Onsite Labor |
$175/HR |
|
New Project – After Hours Onsite Labor |
$250/HR |
Appendix B
Response/Resolution Time
The following table shows the targets of response and resolution times for each priority level:
| Trouble | Priority | Response time (in hours) * | Resolution time (in hours) * | Escalation threshold (in hours) |
|---|---|---|---|---|
|
Service not available (all
users and functions
unavailable). |
1 |
Within 1 hour |
ASAP – Best Effort |
2 hours |
|
Significant degradation
of service (large number
of users or business
critical functions
affected) |
2 |
Within 1 hour |
ASAP – Best Effort |
8 hours |
|
Limited degradation of
service (limited number
of users or functions
affected, business
process can continue) |
3 |
Within 1 hour |
ASAP – Best Effort |
48 hours |
|
Small service
degradation (business
process can continue,
one user affected) |
4 |
Within 1 hour |
ASAP – Best Effort |
96 hours |
Support Tiers
The following details our support tier levels
| Support Tier | Description |
|---|---|
|
Tier 1 Support |
All support incidents begin in Tier 1, where the initial trouble ticket is created, and the issue is identified and clearly documented, and basic hardware/software troubleshooting is initiated. |
|
Tier 2 Support |
All support incidents that cannot be resolved with Tier 1 Support are escalated to Tier 2, where more complex support on hardware/software issues can be provided by more experienced Engineers. |
|
Tier 3 Support |
Support Incidents that cannot be resolved by Tier 2 Support are escalated to Tier 3, where support is provided by the most qualified and experienced Engineers who have the ability to collaborate with 3rd Party (Vendor) Support Engineers to resolve the most complex issues. |
Service Request Escalation Procedure
- Support Request is Received
- Trouble Ticket is Created
- Issue is Identified and documented in Help Desk system
- Issue is qualified to determine if it can be resolved through Tier 1 Support
If issue can be resolved through Tier 1 Support:
- Level 1 Resolution – issue is worked to successful resolution
- Quality Control – Issue is verified to be resolved
- Trouble Ticket is closed, after complete problem resolution details have been updated in Help Desk system
If issue cannot be resolved through Tier 1 Support:
- Issue is escalated to Tier 2 Support
- Issue is qualified to determine if it can be resolved by Tier 2 Support
If issue can be resolved through Tier 2 Support:
- Level 2 Resolution – issue is worked to successful resolution
- Quality Control – Issue is verified to be resolved
- Trouble Ticket is closed, after complete problem resolution details have been updated in Help Desk system
If issue cannot be resolved through Tier 2 Support:
- Issue is escalated to Tier 3 Support
- Issue is qualified to determine if it can be resolved through Tier 3 Support
If issue can be resolved through Tier 3 Support:
- Level 3 Resolution – issue is worked to successful resolution
- Quality Control – Issue is verified to be resolved
- Trouble Ticket is closed, after complete problem resolution details have been updated in Help Desk system
If issue cannot be resolved through Tier 3 Support:
- Issue is escalated to Onsite Support
- Issue is qualified to determine if it can be resolved through Onsite Support
If issue can be resolved through Onsite Support:
- Onsite Resolution – issue is worked to successful resolution
- Quality Control – Issue is verified to be resolved
- Trouble Ticket is closed, after complete problem resolution details have been updated in Help Desk system
Appendix C
General
| Description | Frequency | Included |
|---|---|---|
|
Documentation software and hardware changes |
As performed |
YES |
|
Test backups with restore |
As needed |
With options: Endpoint/End-user Management/Support &/or Server Management/Support & Requires Proper Backup Solution |
|
Monthly reports of work accomplished, work in progress, etc. |
Monthly/Quarterly |
YES |
Servers
| Description | Frequency | Included |
|---|---|---|
|
Manage Server |
Ongoing |
With Option: Server Management/Support |
|
Check print queues |
As needed |
With Option: Server Management/Support |
|
Monitor all Server services |
Ongoing |
With Option: Server Management/Support |
|
Keep Service Packs, Patches and Hot fixes current as per company polic |
Monthly |
With Option: Server Management/Support |
|
Check event log of every server and identify any potential issue |
As things appear |
With Option: Server Management/Support |
|
Monitor hard drive free space on server |
Ongoing |
With Option: Server Management/Support |
|
Monitor Active Directory replication |
As needed |
With Option: Server Management/Support |
|
Reboot servers if needed |
As needed |
With Option: Server Management/Support |
|
Run defrag and chkdsk on all drives |
As needed |
With Option: Server Management/Support |
|
Scheduled off time server maintenance |
As needed |
With Option: Server Management/Support |
|
Install supported software upgrades |
As needed |
With Option: Server Management/Support |
|
Determine logical directory structure, Implement, MAP, and detail |
As needed |
With Option: Server Management/Support |
|
Set up and maintain groups (accounting, admin, printers, sales, warehouse,
etc) |
As needed |
With Option: Server Management/Support |
|
Check status of backups |
Daily |
With Options: Server Management/Support & Requires Proper Backup Solution |
|
Alert Client to dangerous conditions
-Memory running low
-Hard drive showing sign of failure
-Hard drive running out of disk space
-Controllers losing interrupts
-Network Cards report unusual collision activity |
As needed |
With Option: Server Management/Support |
|
Educate and correct user errors (deleted files, corrupted files, etc.) |
As needed |
With Option: Server Management/Support |
|
Clean and prune directory structure, keep efficient and active |
As needed |
With Option: Server Management/Support |
Disaster Recovery
| Description | Frequency | Included |
|---|---|---|
|
Disaster Recovery of Serve |
As needed |
Requires Proper Backup Solution |
Devices
| Description | Frequency | Included |
|---|---|---|
|
Manage Desktops/Laptops |
Ongoing |
With option: Endpoint/End-user Management/Support |
|
Manage Network Printers |
Ongoing |
With option: Endpoint/End-user Management/Support |
|
Manage Other Networked Devices |
Ongoing |
With option: Endpoint/End-user Management/Support |
|
Support Mobile Devices/Smartphones |
Ongoing |
With option: Endpoint/End-user Management/Support |
Networks
| Description | Frequency | Included |
|---|---|---|
|
Check router logs |
As needed |
With option: Firewall Management/Support |
|
Performance Monitoring/Capacity Planning |
Ongoing |
With option: Firewall Management/Support |
|
Monitor DSU/TSU, switches, hubs and internet connectivity, and make sure
everything is operational (available for SNMP manageable devices only) |
Ongoing |
With options: Firewall Management/Support & Network Switch Management/Support |
Security
| Description | Frequency | Included |
|---|---|---|
|
Check firewall logs |
As needed |
With option: Firewall Management/Support |
|
Confirm all End Point Protection is updated regularly |
As needed |
With options: Endpoint/End-user Management/Support & Cybersecurity Service |
|
Confirm that backup has been performed on a daily basis |
As needed |
With options: Endpoint/End-user Management/Support &/or Server Management/Support & Requires Proper Backup Solution |
|
Create new directories, shares and security groups, new accounts,
disable/delete old accounts, manage account policies |
As needed |
With options: Endpoint/End-user Management/Support &/or Server Management/Support & Requires Proper Backup Solution |
|
Permissions and file system management |
As needed |
With options: Endpoint/End-user Management/Support &/or Server Management/Support & Requires Proper Backup Solution |
|
Set up new users including login restrictions, passwords, security, applications |
As needed |
With options: Endpoint/End-user Management/Support &/or Server Management/Support & Requires Proper Backup Solution |
|
Set up and change security for users and applications |
Ongoing |
With options: Endpoint/End-user Management/Support &/or Server Management/Support & Requires Proper Backup Solution |
|
Monitor for unusual activity among users |
As needed |
With options: Endpoint/End-user Management/Support &/or Server Management/Support & Requires Proper Backup Solution |
Line of Business Applications
| Description | Frequency | Included |
|---|---|---|
|
CRM, ERP, HER, PSA, etc. |
As needed |
With options: Endpoint/End-user Management/Support &/or Server Management/Support & Requires Proper Backup Solution |
Vendor Management
Manage the following vendor relationships
| Description | Frequency | Included |
|---|---|---|
|
Phone, Telco & Internet |
As needed |
With option: IT Vendor Management |
|
Copiers |
As needed |
With option: IT Vendor Management |
|
Faxes & Scanners |
As needed |
With option: IT Vendor Management |
|
Web Site Designer & Hosting Company |
As needed |
With option: IT Vendor Management |
|
Proprietary Software Application |
As needed |
With option: IT Vendor Management |
Professional Services
| Description | Frequency | Included |
|---|---|---|
|
Technology Solution Design & Development     |
As needed |
With services specific onsite upgrades |
|
Proof of concept lab testing |
As needed |
With services specific onsite upgrades |
|
Onsite Implementation |
As needed |
With services specific onsite upgrades |
|
Project Management |
As needed |
With services specific onsite upgrades |
|
Rental Equipment (Based on availability) |
As needed |
YES |
|
VOIP Support |
As needed |
With options: Endpoint/End-user Management/ Support &Phone System Management/Support |
|
Regularly Scheduled Onsite Visit |
If requested |
As requested |
Complete Hardware Solutions
| Description | Frequency | Included |
|---|---|---|
|
Custom Server & Workstations |
As needed |
With HaaS Option Upgrade |
|
Network Printers, switches, routers |
As needed |
With HaaS Option Upgrade |
|
Network Firewalls |
As needed |
With HaaS Option Upgrade |
|
Parts & labor for life of contract |
As needed |
With HaaS Option Upgrade |
|
Workstation upgrades every three years |
As needed |
With HaaS Option Upgrade |
|
Servers upgraded every four years or as
required by applications |
As needed |
With HaaS Option Upgrade |