IT Operations Services Silver
MSP Package		 Gold
MSP Package		 Platinum
MSP Package
       
Executive/Management Portal
• Ticketing
• Automated Workflow
• Trend Analysis Reporting
• Inventory
• Calendar/Events
• System Performance Metrics
  (N/A for Staff Aug) 		Included Included Included
After Hours Service and Weekends Time and Half Included Included
Holiday Service and Emergencies Double Time Included Included
Vendor SLA Compliance Reporting Not Included Included Included
Network Operations Center M-F 8x5 PST 24x7 24x7
System Performance Monitoring M-F 8x5 PST 24x7 24x7
Remote Help Desk M-F 8x5 PST 24x7 24x7
External Security Probing Optional Optional Included
Internal Security Probing Optional Optional Included
MSP Transition Project Management Included Included Included
Best Maximum Response Time 120 mins 60 mins 20 mins
IT Operations Management Optional Optional Included
Purchasing Services Included Included Included
Data Center Services Optional Included Included
Monthly Ticket Review Included Included Included
Quarterly Tactical Evaluations Not Included Optional Included
Annual Strategic Alignment Evaluations Not Included Optional Included