Effective Date: 1/31/2023

The Parties

You (hereafter, “Client”) have elected to do business with J. COLIN COMPUTING SYSTEMS, INC. DBA JIT OUTSOURCE (hereafter, “Contractor”) for management, service, and support of Client’s computers, computer networks, computer software, and other technology components (hereafter “Technology Network”), demonstrated by signed Proposal(s) and signed MSA (Master Service Agreement, hereafter “The Agreement”) at the time and place on record, and referencing these Terms and Conditions therein.

Client is hereby bound by these Terms and Conditions throughout the duration of The Agreement.

These Terms and Conditions may be updated from time to time, with or without written notice, as appropriate.

Service Coverage

Remote Help Desk, Onsite Support, and Vendor Management of Client’s Technology Network will be provided to the Client by Contractor through remote (controlled virtual access) means between the hours of 8:00 am – 5:00 pm Monday through Friday, excluding public and other company holidays. Network Monitoring Services will be provided 24/7/365. All services qualifying under these conditions, shall be defined here.

  1. Support and Escalation – Contractor will respond to Client’s Service Tickets under the provisions of The Agreement, and with best effort after hours or on holidays. Service Tickets must be opened via:
    1. Phone Call to the Main Office: 559-485-4335
    2. Via Support Page (Clicking the Icon Placed on Each Supported Computer or Visiting support.jitoutsource.com)
    3. By E-Mail (Sending an email to: support@jitoutsource.com from any internet connected device.)
  2. Ticketing – Each service request will be assigned a Service Ticket number for tracking, which will serve as an ongoing repository of service requests either created by the Client or by Contractor as a part of ongoing network monitoring.  In the event where a service request and a Contractor resource is available, the Client may engage with Contractor’s Chat Assist dialogue tool through their Client Portal.  As the Contractor resource may find necessary, a service ticket may be created to track or otherwise follow up with a Client-disclosed issue in accordance with the Service Level Agreement (SLA) timeframes and expectations.
    1. All tickets submitted will receive three contact attempts by a Contractor representative to the ticket contact, to gain clarity on the details of the request or to gain permission to begin working on the issue. If no response is given to these contact attempts, the ticket will be closed and marked “NO END USER CONTACT | Attempted Outreach – No Call Back” and the ticket will not count toward overall SLA numbers.
  3. Service outside Normal Working Hours – Emergency services performed outside of the hours of 8:00 am – 5:00 pm Monday through Friday, excluding public and other company holidays, shall be subject to additional fees according to the Rate Card set forth in these Terms and Conditions.
  4. Actual Liability LimitationsIn no event shall Contractor be held liable for indirect, special, incidental or consequential damages arising under The Agreement or these Terms and Conditions, including but not limited to loss of profits or revenue, loss of use of equipment, lost data, costs of substitute equipment, or other costs.  Contractor or its suppliers shall not be liable for any indirect, incidental, consequential, punitive, economic or property damages whatsoever (including any damages for loss of business profits, business interruption, loss of data or other pecuniary loss) arising out of these Terms and Conditions or The Agreement.
  5. Service Operations Disclaimer Client grants Contractor authorization to view any data within the regular routine of the repair or system improvement.  Client also authorizes Contractor to reasonably delete, change, and/or rewrite any necessary information to complete the system repair or improvement that is consistent with the standards and practices in the industry.

Monitor and Remediate Services

  1. Support for Hardware and Software – Contractor shall keep a running supported device list (The List) and shall invoice accordingly against Client’s regular monthly invoice. The List may be reviewed by and between Client and Contractor from time to time to ensure accuracy. Contractor shall provide support for and facilitate vendor replacement of all hardware and systems specified in Contractor’s running supported systems list, provided that all Software is Genuine, Currently Licensed, and Vendor-Supported. Should any hardware or systems fail to meet these provisions, they will be excluded from this Service Agreement. Should 3rd Party Vendor Support Charges be required in order to resolve any issues, these will be passed on to the Client after first receiving the Client’s authorization to incur them.
  2. Monitoring Services Provided Under The Agreement – Contractor will provide ongoing monitoring and security services of all critical devices as indicated in Contractor’s running supported systems list. Contractor will provide regular reports as well as document critical alerts, scans and event resolutions to Client. Should a problem be discovered during monitoring, Contractor shall make every attempt to rectify the condition in a timely manner through remote means or via use of Contractor’s Security Operations Center or Network Operations Center team(s).

Network Suitability Requirements

  1. Requisite Network Standards for Contractor Support Qualification – In order for Client’s existing environment to qualify for Contractor’s I.T. Managed Services, the following requirements must be continually met:
    1. All Servers, Desktops and Computer equipment in the Client Network, must be manufacturer supported.
    2. All Computers and Network Equipment must have Licensed Software and be supported by its manufacturer.
    3. All Wireless data traffic in the environment must be securely encrypted, without exception.
  2. Hardware Equipment Agreement – Client agrees that all equipment provided by Contractor will remain sole property of Contractor which retains a 100% security interest. Such equipment shall be inventoried by make, model, and serial number and may be clearly marked with an inventory tag indicating the equipment is the Contractor’s property. Such an inventory tag shall be provided only for convenience and ease of identification and lack of such inventory tag shall not release Contractor’s security interest. Client will not attempt to sell, resale, tamper, troubleshoot, repair, move, add, etc. to this equipment without written permission of Contractor. Should The Agreement be terminated by either party, Client agrees to return the property listed in Proposal, or after acquired, to Contractor within 10 days after the final cancellation date.  During the term of The Agreement, Contractor shall retain ownership of the administrative passwords to this equipment, and may, at its sole discretion, sell its interest in the equipment to the Client at the termination of The Agreement.
    1. Client further acknowledges and gives permission to Contractor to take possession of said equipment from location listed in event of termination of The Agreement after 10 day grace period, and agrees to compensate Contractor for expenses accrued during the recovery in addition to all amount owing under the balance of the agreement.
    2. Client agrees and understands that Contractor-owned equipment is to be maintained completely by Contractor, without exclusion.  Any tampering, repair attempt or service completed by another party on said equipment will be identified by Contractor as a material breach of security, where the Client willfully breaches a material term of The Agreement and these Terms and Conditions.
  3. Loss Payee Requirement – Client agrees to make all logical and earnest attempts to keep equipment safe, secure and protected while in their possession. Client agrees to keep current insurance on Contractor supplied equipment while in their possession and list Contractor as an additional loss payee. Client will provide proof thereof to Contractor that Contractor is listed as an additional loss payee, providing a current copy of its insurance declaration sheet showing Contractor as a loss payee specifically for mobile equipment coverage.  Client further agrees to be responsible for any and all costs for the repair or replacement of Contractor supplied equipment while in their possession should it be damaged or repaired by an unauthorized third party.
  4. Client Default – Should Contractor’s Client default, permission shall not be reasonably withheld to enter Client premises, under supervision if Client deems necessary, and remove all of Contractor’s hardware, and all efforts to recover such property will be deemed consensual and not a trespass. Client agrees to fully cooperate and will not interfere in any way, including but not limited to involving law enforcement. Client acknowledges that documented hardware provided under The Agreement belongs to Contractor, which retains a 100% Security Interest, and Contractor may repossess or recover without notice, upon breach of The Agreementby Client.

Services Not Included (“Out of Scope”)

As the nature of The Agreement is unique and specific to your network infrastructure, it is imperative that a delineation is made between what is included and what is excluded under The Agreement and these Terms and Conditions. The following are listed as exclusions to The Agreement:

  1. Any item that is not accounted for exclusively in The List and invoiced against Client’s regular monthly invoice, or added to The List later via mutual agreement between Client and Contractor.
  2. Support in the appropriate trade use of (opposed to the continuous operability of) any software product, including but not limited to software used in the execution of accounting practices, architectural skills, legal notation.
  3. Any training or education of any kind.
  4. Any physical repair to a Mobile Communications Device, (cell phone, tablet, et.al.)
  5. Any Printer Maintenance kits, including Toner, Ink, Paper or any consumables thereto,
  6. Any cables or consumables of any kind.
  7. Any physical or mechanical repair to printers of any kind.
  8. Any VoIP (voice/telco) services or quality of service guarantees.
  9. Emergency Service outside of Normal Business Hours.
  10. Web design, web programming, or web development of any kind.

In any event where Contractor will add to the list of items excluded under these Terms and Conditions and The Agreement, such shall be done at sole discretion of Contractor and the Client will be notified in writing in advance of any changes hereto.

Confidentiality of Service

  1. Contractor  and its agents may use Client information, as necessary to or consistent with providing the contracted services, and will use best efforts to protect against unauthorized use.
  2. In order to fulfill Contractor’s duties and responsibilities of maintaining network security and confidentiality, administrative passwords will be retained by Contractor and kept under tightly-controlled release to the Client. Client shall protect administrative passwords under lock and key.
  3. Upon the mutual agreement of Contractor and the Client, including payment of all sums due to Contractor, passwords and other administrative codes will be released to the Client or others at the Client’s written direction.

Termination / Cancellation Terms

  1. The Agreement may be pre-terminated within the first 90 days after signature by either party, for any reason, without refund but without further obligation.
  2. The Agreement may be pre-terminated for any reason by the Client upon thirty (30) days written notice if:
    1. Client agrees to pay an Early Termination Fee to Contractor, under the following criteria:
      1. If pre-termination is requested by the Client, it shall be done solely upon all remedies provided to Client and Contractor in these Terms and Conditions having been exhausted, first.
      2. Should all remedies provided to Contractor under these Terms and Conditions be exhausted, Contractor will derive an Early Termination Fee 35% of the remaining value of The Agreement.
      3. Client will be sent an Early Termination Quotation, for approval and signature – wherein if executed, payment shall be immediately necessary in order to ensure a timely transfer of services to another credible provider.
  3. In case of failure of Contractor to fulfill in any material respect its obligations under The Agreement and these Terms and Conditions shall be given thirty (30) days to cure such failure following Client’s written notice of such failure.
    1. Should Contractor fail to remedy such failure within 30 days of notice, Client may terminate The Agreement without further obligation, subject to all other conditions of termination or finality of The Agreement.
  4. Contractor reserves the sole right to cancel The Agreement at any time, with thirty (30) days advance written notification.
  5. If the Client chooses to pre-terminate The Agreement, Contractor will assist the Client with the orderly termination of services, including timely transfer of the services to another designated provider, under the following stipulations:
    1. Client agrees that the thirty (30) days advance notice required shall be used for a period of “offboarding,” during which:
      1. All end-user support shall cease immediately upon notice of termination.
      2. All property and software and software licensing solely owned or curated by Contractor under The Agreement shall be removed from Client’s premises on a schedule to be determined by Contractor, but not later than 30 days following notice of termination.
      3. Client agrees to pay Contractor the actual costs of rendering such assistance. Actual costs could include but are not limited to: Training, data transfer, license transfers or equipment de-installation.
  6. Client acknowledges that in the event of pre-termination, Contractor shall use any and all remedies under the law, to protect any equipment or intellectual property provided in The Agreement.

Service Conduct Definitions

  1. Contractor, at times, may send its employees as authorized agents to the Client’s site or service location, during the term of The Agreement. The Client in no way, may solicit, inquire or otherwise make an arrangement of employment, contract or covenant, either direct or indirect, with an employee of Contractor, during The Agreement and surviving for a period of three (3) years after an employee is employed by Contractor.
    1. In the event of a breach of this clause, Contractor will be entitled to punitive damages, including but not limited to the full face value of The Agreement, and 1 year’s annual salary of the employee solicited, and may cancel all service agreements with the Client, by virtue of a breach hereto.
  2. The Client acknowledges that during the term of The Agreement, Contractor has been granted exclusive right to manage Client’s Technology Network, no subsidiary Technology Service Provider, Managed Service Provider, contractor or individual human resource, either by invitation or by solicitation, may be allowed to investigate, scope or diagnose the Client’s Technology Network, in part or in whole, without prior knowledge of Contractor.
    1. In the event where Contractor learns, that the Client has allowed another Technology Service Provider, contractor or individual human resource to investigate, scope or diagnose the Client’s Technology Network without Contractor’s prior knowledge, Contractor has the sole right to execute a ‘Material Breach’ of The Agreement in accordance with terms set forth herein, including but not limited to any available legal remedies under the law.
    2. In any event, where a legal entity or firm has been solicited to investigate the Client’s Technology Network, or any supported device thereto, the Client must immediately notify and request the assistance of Contractor to comply with an external request. Contractor may request documentation, including subpoenas or legal service notifications, to assert the nature of the network investigation, in order to ensure that the proper access is provided and scheduled for compliance.
  3. Quarterly Business Reviews – Client acknowledges that participation in Quarterly Business Reviews (QBR’s) between 1.) the Client’s Owner, Executive Director, Principal Partner, CEO, or other designated Company Authority, and 2.) the Client’s designated Account Manager as determined by the Contractor, are a requirement for service under The Agreement, and such participation will take place a minimum of four (4) times per year, according to mutually available times and places, on an predetermined regular schedule agreed upon in writing within 30 days of signing The Agreement.
    1. During the QBR, the Client’s representative will be discussing with Contractor the Client’s overall technology strategy, performance of the account, ticket distribution, network stability, suggestions for improvement, and additional products and services that may be required to fully service the account, all according to an agenda set by the Virtual CTO or Account Manager.
    2. Scheduled QBR’s may be cancelled upon notice given to either party, but must be rescheduled within 30 days of the regular appointment date.

Jurisdiction and Venue of Enforcement

  1. The Agreement and these Terms and Conditions shall be governed by, construed, and enforced in accordance with the laws of the State of California. Jurisdiction and Venue shall exclusively lie in the County of Fresno, City of Fresno. It constitutes the primary Agreement between Client and Contractor for the services outlined herein. The Agreement can be modified by a signed written Addendum by both parties.
  2. If any collection action, litigated or otherwise, is necessary to enforce the terms of the Agreement, Contractor shall be entitled to reasonable attorneys’ fees and costs in addition to any other relief to which it may be entitled.
  3. If any provision in The Agreement is held by a court of competent jurisdiction to be invalid, void or unenforceable, the remaining provisions shall nevertheless continue in full force without being impaired or invalidated in any way.
  4. Contractor is not responsible for failure to render services due to circumstances beyond its control including, but not limited to, acts of God, natural disasters, pandemic, public health crisis, war, civil uprising, or other Force Majeure.

Service Level Agreement (SLA)

The following schedule shows targeted times (in business hours) for response and resolution.

These are target times only, and all efforts toward resolution are “best effort” according to the need at the time the problem is presented.

Description of Trouble Situation:

Priority Status

Response Time

Resolution Time

Escalation Threshold

PRIORITY = CRITICAL
Service not available
(All users and functions unavailable)

1 – Highest 

15 minutes

Unknown

1 hour

PRIORITY = HIGH
Significant degradation of service

(large number of users or business critical functions affected)

2 – Priority

30 minutes

Same Day

2 hours

PRIORITY = MEDIUM

Limited degradation of service
(limited number of users or functions affected, business process can continue)

3 – Concerning

4 hours

Next Day

4 hours

PRIORITY = STANDARD

Small service degradation
(business process can continue, one user affected)

4 – Daily

12 hours

24 hours

16 hours

Support Tiers

The following schedule details and outlines the Support Tiers which serve The Agreement

TIER LEVEL

Description of Action within Tier Level

Tier 1 Support

All support incidents begin in Tier 1, where the initial trouble ticket is created; 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 Support Engineers who have the ability to collaborate with 3rd Party (Vendor) Support Engineers to resolve the most complex issues.

Hourly Rate Card

Hourly Rate Card for all advisory and technical services as of 1/1/2022

DAY OF WEEK TIME SERVICE LEVEL RATE MINIMUM
M, T, W, Th, F 8:00am to 4:59pm Tier 1 $175.00 per resource $43.75 every 15 min
M, T, W, Th, F 8:00am to 4:59pm Tier 2 $300.00 per resource $75.00 every 15 min
M, T, W, Th, F 8:00am to 4:59pm Tier 3 $450.00 per resource $112.50 every 15 min
M, T, W, Th, F 5:00pm to 11:59pm Tier 1 $300.00 per resource $75.00 every 15 min
M, T, W, Th, F 5:00pm to 11:59pm Tier 2 $500.00 per resource $125.00 every 15 min
M, T, W, Th, F 5:00pm to 11:59pm Tier 3 $900.00 per resource $225.00 every 15 min
M, T, W, Th, F 12:00mid to 7:59am Tier 1 $450.00 per resource $112.50 every 15 min
M, T, W, Th, F 12:00mid to 7:59am Tier 2 $750.00 per resource $187.50 every 15 min
M, T, W, Th, F 12:00mid to 7:59am Tier 3 $1350.00 per resource $337.50 every 15 min
Sat, Sun Any Tier 1 $450.00 per resource $112.50 every 15 min
Sat, Sun Any Tier 2 $750.00 per resource $187.50 every 15 min
Sat, Sun Any Tier 3 $1350.00 per resource $337.50 every 15 min

Typical Services Found In The Agreement

These services may or may not be included in your Proposal, The Agreement, these Terms of Service, or your monthly invoice. They are provided for guidance and clarification only, and should not be assumed to be covered or offered in The Agreement unless specified as covered or offered.

UNLIMITED WORKSTATION SECURITY AND MAINTENANCE

  • 24/7 Monitoring for Hardware Failures and Unusual Events
  • Advanced Antivirus/Antimalware Software
  • Operating System Updates/Patching
  • Security Updates/Patching
  • 24/7 Monitored Threat Analysis via Security Operations Center

UNLIMITED SERVER SECURITY AND MAINTENANCE

  • 24/7 Monitoring for Hardware Failures and Unusual Events
  • Advanced Server Antivirus/Antimalware Software
  • Operating System Updates/Patching
  • Active Directory Maintenance
  • User Rights Management
  • Shared File Management
  • Operating System Updates/Patching
  • 24/7 Monitored Threat Analysis via Security Operations Center

UNLIMITED HELP DESK SUPPORT

  • 8/5 Unlimited Help Desk Support for Day-to-Day Issues (such as):
    • Printer support
    • Software support
    • Email support
    • Smart phone and tablet support
  • Support Ticket Management System to Track Issues
  • Onsite Support as Needed

NETWORK AND PERIMETER SECURITY

  • Our Advanced Firewall
  • Content Filtering
  • Networking and Routing
  • Intrusion Prevention (IPS)
  • Clientless VPN
  • Synchronized Application Control
  • Web Protection and Control
  • Application Protection and Control
  • Cloud Application Visibility
  • Logging and Reporting
  • 24/7 Monitored Threat Analysis via Security Operations Center

BACKUP AND DISASTER RECOVERY

  • Our Advanced On-Site Backup and Disaster Recovery (BDR) Unit
  • Local storage and stand-by server in the event of server failure.
  • Incremental Backups Every 4 Hours
  • Secure Off-Site Storage
  • Restoration of Files or Folders
  • Full Recovery of Server System State
  • Full Management and Security of the BDR and Remote Storage

Glossary

These terms may or may not be included in your Proposal, The Agreement, these Terms of Service, or your monthly invoice. They are provided for guidance and clarification only, and should not be assumed to be covered or offered in The Agreement unless specified as covered or offered.

Active Directory Authentication Services and LDAP

 

Through Active Directory, we provide our clients central authentication and authorization services for Windows-based computers. Active Directory also allows our engineers and tools to assign policies, deploy software, and apply critical updates to an entire organization. Active Directory stores information and settings relating to our client’s organization in a central, organized, accessible database.

Antivirus Management

 

Proper configuration and installation of supported antivirus applications on both servers and workstations. Includes ongoing maintenance, such as updates to the application, the virus definitions, and any necessary changes to the configuration. We also monitor your anti-virus software vendor’s website and public sites for information on new viruses and destructive programs.

Application Support, Workstation

 

Commonly used workstation software packages are fully supported by our staff.  Proprietary line-of-business applications are supported after a 90-day ramp up period.

Authentication Services

 

A number of systems rely heavily on security to ensure appropriate use and access. Central servers are available to ensure that all clients attempting to log in to one of these systems are authenticated first.

Availability / Connectivity Monitoring, Firewalls

 

Continuous monitoring of the availability and connectivity of the client’s firewall to ensure the device is up and running.

Desktop Antivirus Management

 

Every workstation or desktop connected to the client network is required to run antivirus software. This forms the second line of defense against viruses – ensuring that if infected files are opened on client computers, the virus is identified and file access stopped, preventing further infection.

Desktop Configuration Services and Enforcement

 

The standard user desktop design and configuration enables efficiency in the services provided by our technicians and tools, and reduces costs significantly through standardization of the computing environment. It also assists in quicker problem-solving when issues occur, and it enables the use of hot-swap computers in the event of a hardware failure. Standard installations are maintained for Windows and Macintosh operating systems. They include the operating system (O/S), standard application packages, drivers for supported hardware and antivirus software.

Desktop Maintenance (hardware and O/S)

 

We conduct scheduled maintenance of desktops and laptops ensures reliability and stability for users. Optimizing hard drive performance, clearing logs & temp files, O/S patch updates, physical inspections, and other check listed maintenance items.

Desktop Performance Monitoring (Hardware and Applications)

 

Monitoring of the ongoing health, performance and errors in the operating system software (such as Windows) as well as device hardware components of desktops and laptops. In addition, other applications can be monitored for specific conditions through log file analysis and monitoring of associated processes.

Digital Rights Management (DRM) and Access Control

 

Protects information from the threats of unauthorized disclosure, modification, or destruction by limiting access to only authorized users.

Email Content and Attachment Filtering

 

Allows an organization to create and enforce email usage policies for inbound and/or outbound email messages using flexible content filters based on sender and recipient addresses, key words, and attachments. Enables companies to block or re-route inbound email messages containing unwanted email attachments. Allows administrators to use productivity filters to create inbound email policies based on attachment type, such as music, sound and movie files. Allows designated senders, such as the Client’s designated partners, clients, and associates, to bypass specified email policies through an optional “approved sender list” feature.

Email SPAM filtering

 

Filter the client’s email prior to arriving at the mail server, removing unwanted spam items and quarantining them.

Encryption Services

 

Additional protection of client information through the use of technologies such as server-to-server level encryption, public key infrastructure (PKI), password-protected files, encrypting routers and key management servers.

Firewall Management

 

We maintain the system version software and operating system of the client’s firewall, continually manage policy and configuration changes, and coordinate necessary service outages with the client to minimize access and security interruptions.

Group Policy Management

 

We set up and manage the infrastructure used to deliver and apply one or more desired configurations or policy settings to a set of client’s targeted users and computers within a client’s Active Directory environment.

Handheld Computer Support

 

Support is available for the installation of handheld devices such as smart phones and tablets. Advice is available from assistance with purchases, through to resolution of problems using these devices.

Helpdesk Services

 

Helpdesk – Provides front-line support services to end-users. It is accessible by phone or email. The Helpdesk provides a responsive service for logging, tracking and resolution of issues encountered by our clients’ users. The IT Helpdesk is the central communications hub for all IT issues, and ensures clients are well informed of the progress of their problems. It also ensures the timely resolution of issues through a well-defined escalation process.

HTTP Content Management & Proxy Services

 

Greatly increase network security by monitoring and policing all traffic outbound and/or inbound to the network, while decreasing the bandwidth usages due to proxy services.

Incident Management

 

Incident Management is a set of processes whose aim is to ensure any interruptions to normal service for our clients are kept to a minimum, and the client is returned to normal operations as soon as possible. In the event of delays, the Incident Management processes ensure appropriate escalation of incidents to expert staff for timely resolution.

Incident Resolution

 

The IT Helpdesk is the first point of contact for all IT support enquiries. It is accessible by phone, email, the intranet. Helpdesk staff ensure all incidents are logged accurately and wherever possible resolve issues at the first point of contact. If required, incidents are escalated to expert staff. In those cases the Helpdesk staff ensure timely resolution and maintain communications with the client.

Intrusion Detection Services and/or Intrusion Prevention Services (IDS and/or IPS)

 

We implement and manage a system that collects and analyzes information from a variety of system and client network resources, looking for signs of internal misuse or intrusion. IDS alert generally requires human evaluation of the threat and manual intervention to stop an attack. On the other hand, the more subtle and complex rules that an IDS uses to analyze system activity allow it to detect vulnerabilities and intrusions that a firewall may miss.

IT Hardware On-Site Technical Support (via field engineers)

 

The field engineering team visits client sites when necessary for both responsive support issues as well as preventative maintenance to networking devices.

IT Hardware Remote Technical Support

 

The support desk or NOC resolves issues with networking devices remotely when possible, as well as delivering preventative maintenance when necessary.

LAN support

 

We provide support services for the ongoing operation and configuration of the client’s local area network.

Microsoft Windows O/S Patching

 

Patches automatically updated on a regular basis to the client’s servers and desktops. MS Baseline Analyzer and MS WSUS Server used On-Site, Desktop & Laptop Support. When required, our technicians will travel on-site to perform hardware maintenance, proactive problem diagnosis and repairs. Priority can be placed on severe issues according to our client Service Level Agreement.

Network Security Audits & Analysis

 

Using a combination of specialized tools and expertise, our security specialists discover and document the current security state of a client network, taking into account current hardware, operating systems, applications, policies and configuration. We identify vulnerabilities and potential weaknesses that a client may be exposed to, and offer a solution to remedy them.

On-Site, Deskside User Support

 

This hands-on support enables our clients to get the best out of their computing resources and includes assistance with support, maintenance, planning and minor training issues.

Problem Management

 

Our Problem Management services include the analysis of data recorded by our support staff to determine common causes of outages or incidents affecting large numbers of users, and then managing the process of identification of the root cause of the problem and elimination of the error from the infrastructure. Thus it has an important role in the continual improvement of our client IT Services.

Router and Switch Availability Monitoring

 

Monitoring the ongoing availability and connectivity of networking hardware.

Router and Switch Performance Monitoring

 

Monitoring of the ongoing health, performance bandwidth, traffic and errors of networking hardware.

Security Performance Monitoring, Antivirus

 

Continuous monitoring of the client’s antivirus software, including information such as viruses detected/quarantined, virus definition updates, and whether the application is running properly on each device.

Security Performance Monitoring, Firewalls

 

Continuous monitoring of the health and operation of the client’s firewall, including security incidents reported, network traffic, and device availability.

Virus Outbreak Management

 

In the unlikely event of a major outbreak, it is important that the response is targeted and coordinated properly. An emergency response plan has been created for just that purpose and communications between this team and clients are maintained throughout the outbreak and recovery period.

VPN support

 

We provide support services for the ongoing operation and configuration of the client’s virtual private network.

WAN support

 

We provide support services for the ongoing operation and configuration of the client’s wide area network

Windows Domain Services

 

We provide setup, configuration and management of the systems that respond to security authentication requests (logging in, checking permissions, etc.) within the client’s Windows Server domain.

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