*ITS Server Backup + DR or Server Backup is a required managed service at an additional charge. Endpoint Backup is an optional managed service at an additional charge.
Overview
The following covers service description for the current Amplify IT solutions and their components. For a full description of our overarching Managed Services covering response time expectations, implementation/onboarding, how we provide support, limitations and client responsibilities please start here. To view the available cybersecurity add-ons please click here.
Strategic Advisory & Technology Alignment Services
As part of ITS’ core managed services platform, ITS provides a designated Strategic Advisor and Technology Alignment Engineer who will proactively work with your team to maintain a technology roadmap aligned with your budget and best practices.
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Infrastructure
Infrastructure Monitoring & Alerting
ITS’s proactive Infrastructure Monitoring and Alerting service combines continuous surveillance with immediate notification to ensure your IT infrastructure remains secure and operational around the clock. By integrating advanced monitoring tools and real-time alert processes, we provide a comprehensive solution designed to preemptively identify and address potential issues before they impact your business.
How It Works
- Components Monitored:
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- Server hardware
- Hypervisors (Hyper-V, VMware) and virtual machines
- Network firewalls, routers, switches, wireless access points
- Storage systems
- Other critical infrastructure devices as approved
- System Configuration and Alert Setup: During the initial implementation, ITS configures monitoring tools to comprehensively track the performance, health, and security of your IT infrastructure components. Alert thresholds are tailored to the client’s specific operational needs, ensuring incident notifications are set for critical events.
- Continuous Monitoring with Real-Time Notification: ITS monitoring systems continuously monitor the infrastructure, identifying when thresholds are breached, failure states detected, anomalies, security vulnerabilities, or potential failures. When these thresholds are crossed, real-time alerts are generated, an incident created, a support ticket created, and the Incident Management process begins.
- Alert Prioritization and Preemptive Actions: Alerts are immediately reviewed and prioritized based on their potential impact on business operations. This ensures critical issues receive the fastest response. Based on the severity of the alerts, our team takes preemptive actions to resolve issues before they escalate, maintaining system integrity and minimizing downtime.
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Infrastructure Patch Management
Patch Management is crucial for proactively maintaining the security and functionality of servers, storage, and networking devices. Our scheduled updates and security patches are carefully planned to minimize disruption while ensuring your systems are compliant and protected against vulnerabilities.
How It Works
- Patch Identification: Our team regularly identifies and evaluates patches for your IT infrastructure components, focusing on security updates and performance improvements.
- Testing and Approval: Selected patches undergo thorough testing in a controlled environment to ensure compatibility and minimize the risk of disruptions.
- Customization and Exclusion: Due to discovery of compatibility or performance issues, exclusion of specific patches may be necessary.
- Scheduled Deployment: Patches are scheduled for monthly deployment during off-peak hours or designated maintenance windows to reduce operational impact. For critical security patches, as defined by the vendor, or in response to emerging vulnerabilities, deployments may be accelerated.
- Post-Deployment Review: Following deployment, we conduct a review to ensure patches are applied correctly and systems are functioning as expected.
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Endpoint Management
Endpoint Monitoring & Alerting
ITS delivers continuous monitoring and alerting for performance anomalies (including hardware malfunctions, disk space issues, and software crashes) on endpoints to maintain optimal performance and to identify security issues. ITS provides real-time insights into endpoint health, enabling proactive management of potential issues before they impact productivity.
Real-time Monitoring: Utilizing advanced software, we track system health, application performance, and security status in real-time.
Alert Generation: If issues are detected, alerts are instantly generated and classified based on severity, triggering predefined response protocols.
Proactive Intervention: For critical alerts, our team initiates immediate intervention to address the issue before it affects the user’s productivity and clients are notified.
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Endpoint Patch Management
Regular updates and security patches for endpoints are essential to protect against vulnerabilities and ensure software is kept up to date. Endpoint Patch Management automates this process, scheduling and deploying updates outside of peak hours to minimize disruption.
- Patch Identification and Testing: We continuously monitor new patches, which are then tested in a controlled environment to ensure compatibility and stability.
- Scheduled Deployment: Patches are scheduled for deployment during off-peak hours or times agreed upon with the client to minimize impact on daily operations.
- Confirmation and Reporting: After deployment, systems are verified to ensure the successful application of patches, with reports made available to the client.
Updates vs. Upgrades
Updates are minor releases that focus on bug fixes, security patches, performance and they are included in patching. Upgrades are major releases, new versions of the software and introduce new features, functionality, and sometimes a new user interface. Upgrades are not included in the monthly services but are available on a billable, project basis.
Please note: Microsoft Windows updates are included in patching. Third-party products are not included and are available as a separate offering.
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Service Desk
Software & Hardware Support
ITS support includes vendor supported software versions and hardware models.
Standard Software Support includes:
- Operating Systems: Windows, macOS, ChromeOS
- Productivity Tools: Microsoft Office Suite including Word, Excel, PowerPoint, Google Workspace including Docs, Sheets, Slides
- Browsers: Microsoft Edge, Google Chrome, Mozilla Firefox
- Email Clients: Microsoft Outlook, Apple Mail, Gmail
- Collaboration Tools: Microsoft Teams, Zoom, Slack, Chat
Standard Hardware Support Includes:
- Workstations: Desktop and laptop support for major brands including Dell, HP, Lenovo, and Apple
- Printers and Scanners: Support is limited to network connectivity and application printing issues for devices from HP, Canon, Epson, and Brother. Hardware problems are not included.
- Peripherals: Keyboards, mice, monitors, and external storage devices
Our team can assist with configuring software settings for the services listed above.
Line of Business Software
ITS recognizes the pivotal role that critical line of business (LOB) applications and custom-developed software play in our clients’ operations; our Specialized Software Support is designed to accommodate these essential applications. We engage in a collaborative process with clients to ensure comprehensive support coverage will be provided. This process relies on the client’s existing operational runbooks and active vendor support. ITS cannot guarantee all-encompassing coverage for these applications.
Collaborative Scope Definition:
- Identification of Critical and Custom Software: Clients pinpoint which LOB and custom-developed software applications need support from our Service Desk. This involves detailing each application’s operational significance, functionality, and any prevalent issues or user challenges.
- Provision of Documentation and Training: Clients are responsible for supplying detailed documentation for each identified software application, which should include insights into the software’s architecture, core functionalities, common troubleshooting steps, and user guides. Moreover, clients facilitate training sessions for our support team to foster a deep understanding of these applications.
- Agreement on Support Scope: A mutual agreement is reached regarding the extent of support our Service Desk will provide for these applications, including specific response times, escalation procedures, and bespoke support protocols as required.
- Regular Strategy Meetings: Ongoing discussions between the client and their Strategic Advisor ensure that our support strategy remains closely aligned with the client’s changing needs and any updates to their applications.
- Feedback and Iteration: Client feedback on the support provided is crucial, offering a foundation for iterative improvement and adjustments to the support framework as necessary.
- Updates to Line of Business (LOB) applications must be requested by the client, and major version upgrades may fall outside the standard service scope and require a separate, billable project.
Please note: Our team can assist with configuring LOB software settings on a project basis.
Please see the Support section on how support can be obtained for all software, specialized software, and hardware requests.
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M365 and GSuite License Management
This service provides licensing management, renewals, and licensing support for both Microsoft and Google cloud productivity platforms. Services include procurement and provisioning, assignments, and lifecycle optimization via secure delegated administration for Microsoft 365 and Google Workspace.
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Cloud Email & File Backup
The Cloud Email & File Backup service provides comprehensive protection for cloud-based user data, whether utilizing Microsoft 365 or Google Workspace. This solution ensures that emails, documents, and collaboration platforms like Microsoft M365 including SharePoint, OneDrive, Exchange, and Teams along with Google Suite including Drive, Calendar, Gmail, and Contacts are backed up securely, offering peace of mind and enhancing business continuity strategies.
How It Works
- Integration with Cloud Services: The service is integrated with both Microsoft 365 and Google Workspace, covering a wide array of data sources including emails, calendars, contacts, documents, and site content.
- Automated Backups: Backups are performed automatically ensuring continuous protection without manual effort.
- Secure and Compliant Storage: Backup copies are encrypted and stored in compliance with leading industry standards, in cloud environments that prioritize security and data integrity, and are managed with strict least-privilege access controls.
- Flexible Recovery Options: Data can be restored directly to its original location or redirected as needed, facilitating rapid recovery from data loss incidents and flexible data management.
- Retention: Daily backups are retained for 90 days and then rolled up to weekly backups for the remainder of the 12-month period. Additional requirements for longer retentions for archival purposes is a separate offering.
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Employee Onboarding and Offboarding
Employee Onboarding and Offboarding offers streamlined processes for seamlessly integrating new employees into IT systems and securely removing departing employees. This includes ensuring access rights and permissions are appropriately assigned during onboarding and revoked during offboarding, protecting sensitive information, and maintaining IT security.
Upon notification of a new hire or departure, ITS initiates a series of actions:
- Notification: Clients should notify ITS as soon as possible, preferably a week before the employee’s start or departure date, to allow sufficient time for account setup or account revocations.
- New Employee Setup: For onboarding, ITS collects necessary details, including role-specific software and access requirements. IT systems and accounts are prepared, ensuring secure and appropriate access.
- Exiting Employee Process: For offboarding, ITS ensures a secure and comprehensive revocation of access rights across all IT systems, performs data backup as necessary, and guides on transitioning work-related data.
- Data Migration: ITS facilitates the migration of work-related data to or from the employee’s workstation as part of the process.
- Audit and Verification: Both processes conclude with an audit to confirm all steps have been executed correctly, followed by verification with relevant managers or department heads.
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