Scope / Description of Services
BCA TOTALCare™ IT Description of Services, Features & Benefits
The BCA TOTALCare™ IT Services program provides affordable proactive IT management and support to growing businesses. Utilizing our unique framework for providing TOTALCare™ IT Services, BCA provides a range of proactive services to keep your computer systems up and running and your people and business productive.
Features:
- Site Assessment and Inventory
- Proactive Service
- Management and Status Reporting
- Best Practice Driven
- Automated and Reliable
Benefits:
- Reliability
- Security
- Consistency
- Productivity
- Cost Management and Control
- Performance
- Managed Expansion and Growth
Our goal is to serve as your business with a focus on providing technology solutions. We use a consultative approach to evaluate your business and technology needs and then advise on the best solutions for your current and future needs. BCA can save your organization time and money, through better use of appropriate technologies.
System Administration Based on Your Business Needs
Your TOTALCare™ IT Service agreement can be bundled with
unlimited discretionary on-site/off-site “system administration” hours that you can use whenever you need our engineers to perform break/fix, maintenance and administration tasks on-site/off-site. These hours can also be used for:
- Most software and hardware updates
- Basic installation of all hardware that would be added to the TOTALCare™ IT Service plan
- Disaster Recovery strategy plan and implementation (must comply with BCA standards).
You may also purchase additional “as-needed” hours, for such tasks as initial system deployment, major OS, software and hardware upgrades, and other projects. See rates listed in Exhibit B under TOTALCare™ service agreement. During the initial implementation, our engineers will discuss all steps of the implementation with you prior to beginning. They will then install the software necessary for remote administration, performing any reconfiguration required to bring all administered systems to a known state for easier monitoring and management. Configuration changes are documented and provided to you.
Service and Deliverables to Keep Your System Running Right
The BCA TOTALCare™ IT Service program provides the critical tasks to keep your system up and running. Tasks conducted by our TOTALCare™ Service engineers/technicians to enable TOTALCare™ IT Service include:
- Site Assessment
- Review system infrastructure and network security policies
- Network Consistency
- Bring infrastructure and systems to a known state
- Install applications, patches, or updates required
- Inventory database containing your system hardware and software
- Review TOTALCare™ Service Activities
- Service and support procedures
- Discretionary on-site time
On-going TOTALCare™ Services include:
- User Account Management
- User Policy Enforcement
- Software License Reporting
- Workstation/Server Monitoring
- Anti-Virus Management and
Removal - End User Remote Control
- System Inventory Reporting
- Comprehensive System
Administration Services - Security Patch Management
- File System Management
- Client Network Configuration
Management - Disk Space, Partition and Usage
Management - Spy Ware Management and
Removal - Management Reporting
- Printer Management
Features:
- On-site maintenance of Windows OS-based workstations/servers and attached peripherals
- Knowledge transfer to in-house administrators and end users
- On-site hardware maintenance
Benefits:
- Increase efficiency: respond faster to problems and meet required service levels
- Increase effectiveness: only used when needed
- Realize value: reduce your cost of ownership
Comprehensive Services - Your on-site engineer can perform any of these tasks:
- Setup and deployment of new systems
- Assist with the allocation of system resources
- Assist in hardware failure determination and resolution
- Assist in hardware maintenance as required; diagnosis and repair of defective hardware by replacing parts.
- Third-Party Software Support Coordination
- As an added service, BCA will provide support coordination for most industry standard applications.
Features:
- One number to call for issues with most third-party Applications and Vendors
- Provide a technical liaison to most technology-related vendors
- Track issues through resolution
- Provide matrix and analysis of issues
Benefits:
- One point of contact - easy to remember and hand off for all aspects of the issue
- Consistent communication – helps to expedite a resolution
- Increased efficiency – users do not have to wait on-line with vendors’ representatives to resolve issues. BCA will provide software support coordination for most industry standard applications. BCA will field requests or trouble calls, log the request with vendors and track the issue through resolution.
Fixed-cost support for your business’ critical Server technology
- On-going Proactive Server Maintenance
- Microsoft Windows Server Patch Management
- Microsoft SQL Server Patch Management
- Microsoft Exchange Server Patch Management
- Spyware & Virus Definition Management
- Backup Monitoring
- Hardware Firmware Management
- Service Monitoring
- Event Log Monitoring
Scheduled Maintenance Windows
BCA will regularly install patches and critical updates to your server to help ensure that you are guarded against the latest vulnerability threats …Read More
Scheduled Maintenance Windows BCA will regularly install patches and critical updates to your server to help ensure that you are guarded against the latest vulnerability threats. For many of these updates to be installed properly, your server must be restarted, but with prior approval from client. BCA will restart your servers, as necessary with prior approval of client, between our regular maintenance window of 11PM and 4AM Sunday through Saturday. You reserve the right to request that BCA reschedule the outage to align with your business needs.
Disaster Recovery Guarantee
If your TOTALCare™ IT Service agreement is bundled with unlimited discretionary hours, BCA guarantees in the event of a hardware failure …Read More
Disaster Recovery Guarantee If your TOTALCare™ IT Service agreement is bundled with unlimited discretionary hours, BCA guarantees in the event of a hardware failure, an OS security exploitation, or a server-side virus infection that you will not be billed for the labor required to spin-up (turn on) your server to the point provided by the last good and available backup onto a Backup Disaster Recovery (BDR) Device. A BCA authorized BDR device must be in place prior to the disaster, otherwise this service is not included. After the failed server(s) are repaired or replaced, BCA will restore the infrastructure from the BDR back to the repaired server(s). This restore process will be considered as billable project work.
Qualifications
In order to qualify for BCA Disaster Recovery Coverage your environment must also comply with the following requirements …Read More
Qualifications In order to qualify for BCA Disaster Recovery Coverage your environment must also comply with the following requirements: Server hardware is under current warranty coverage from Dell, HP, or Lenovo; Server operating system is Microsoft Windows Server 2012 R2, Windows Server 2016, Windows Server 2019; Client network is protected by a hardware-based firewall from SonicWall, Cisco, or Watchguard and is running the latest firmware; Server file-system and email-system (if applicable) is protected by licensed and up-to-date virus protection software provided by BCA; Server is connected to a working UPS; Client network is ONLY administered by BCA personnel and approved Client personnel; and, Recovery coverage assumes data integrity on the client’s backup media. BCA does not guarantee the integrity of the backups or the data stored on the backup media. Client provides all software installation media and key codes in the event of a failure.
Disaster Recovery Service Exclusions
BCA also reserves the right to bill for labor incurred during a server recovery if circumstances surrounding the client’s server …Read More
Disaster Recovery Service Exclusions BCA also reserves the right to bill for labor incurred during a server recovery if circumstances surrounding the client’s server failure meet the following codifications in whole or in part: a.) Client fails to adhere to all of the requirements outlined in the above “Qualifications” section; b.) Environmental failure events that render hardware unusable; c.) Force majeure events beyond BCA’s reasonable control, including but not limited to, acts of God, government regulation, labor strikes, natural disaster, and national emergency; and, d.) Any act or omission on the part of any third party other than BCA.
Exclusions
Projects are outside of the scope of this agreement and will be invoiced separately; Line of Business applications that include ERP …Read More
Exclusions Projects are outside of the scope of this agreement and will be invoiced separately; Line of Business applications that include ERP and accounting applications and CRM applications - reasonable attempts will be made to correct issues by Third-Party Software Support Coordination and client must have current maintenance subscription, however, specific problems to the application itself must be escalated to and handled by the Third-Party Software Vendor; Re-configuration; and end user training.