Support Contracts
As CSI has watched our customer's computer technology usage evolve, we have noticed the scope of technology related issues that out customers have regularly asked CSI for help with have gone beyond fixing down networks. Increasing use of these systems with more sophisticated applications, and the growth of Internet access and security needs, has lead to a growing number of requests to "modify" the "system's" configuration. These "modification" requests can range in scope from a request to load a new piece of software, to moving and upgrading of workstations, to modifying switch, router, Internet access, or firewall configurations.
At the request of our customers, CSI has evolved its Network Management Support Plan to a more comprehensive general Technology Support Plan (TSP). This service will provide ongoing technical support for all aspects of a customer's "system" but not necessarily be limited to "fixing" computer networks that are "broken". We believe this offers our customer's greater flexibility and value in meeting their ever-changing needs.
TSP Plan benefits to the customer:
- Provides for an organized process for insuring maximum productivity, and minimum "down time" for the customers technology users by providing expert technical support and assistance to customer personnel.
- Provides for proactive management assistance, from expert technical staff, to help identify potential issues and help avoid network problems before they occur.
- Provides priority scheduling for response to customer's support needs with CSI staff over non-support plan customers.
- Provides single annual billing for budget purposes for the most technology support expenses.
- Provides for a discounted service rate on billable hours beyond the contract hours.
Basics of the TSP Program:
CSI will provide technical support services for a customer building's entire computer and computer network related equipment. We will deliver the requested support services to the customer in one of three forms:- Off-sit telephone support - this includes research with the appropriate vendor(s) and communication with customer personnel.
- On-site technical support.
- Electronic technical support via the internet
Whenever appropriate, CSI will deliver the requested support services via remote telephone support, or remote electronic support to improve support response times and get to a resolution of the customer's problem faster.
The initial number of on-site, remote, or electronic technical support hours available to a customer under the TSP plan is 20 hours. These hours may be used at the discretion of the customer.
The types of support available include:
Software Maintenance Update/Upgrade Installation: Visit to install all available updates/upgrades to Novell NetWare, Microsoft Windows NT, Windows 2000, Windows 2003 server and application software. Updates are software enhancements generally available at no cost to registered users of that software and are usually released to correct defects in that software. Upgrades are functional enhancements to a piece of software that are available to registered users of that software for a fee. CSI will provide available updates for NetWare, Microsoft, and IBM products. The customer will be responsible for obtaining all available application software updates/upgrades before a CSI on-site visit.
Infrastructure Equipment Maintenance: Provide assistance in modification to infrastructure intelligent devices (switches, routers, firewall, cache engines, wireless access points, VPN devices, etc.) configurations. Provide for assistance in diagnosis and troubleshooting problems in the network with these devices. Installation of all vendor provided software updates / upgrades for these devices to either correct defects or add new functions. The customer will be responsible for maintaining all original equipment contract agreements with the manufacturer to entitle access to obtain software updates/upgrades before a CSI on-site visit.
File Server Usage/Audit: Use of tools to provide a report of file server usage and user security status. Potential security violations will be uncovered and corrected. Server usage over time will be tracked and hidden potential problems can be identified and recommendations on improving your network performance will be suggested.
Computer/Network Hardware/Software Problem Diagnosis: Problem determination and diagnosis of computer/network performance and application functionality, when operating system or application software problems are encountered. CSI will provide installation of vendor supplied updates to correct the failure.
Network Hardware/Software Catastrophic Failure Support: Regeneration of the Novell NetWare, Microsoft Windows NT, Windows 2000, Windows 2003 server operating systems and restoration of customer backups, including system parameters, programs, data files, and environment. The customer is responsible to be able to produce an available good backup tape for the system at the time of failure.
File Server / Workstation Configuration Support: Reconfiguration of the file server or workstation configurations as required. Examples of tasks to be performed are, but not limited to:
- Installation of new software application products. Such products may be local, network, local or network CD, Windows, Non-Windows, etc.
- Installation of new workstation accessory products such as modems, printers, scanners, etc.
- Assistance in relocation of existing workstation equipment.
This includes regeneration of workstation boot images, creating of print stations, and changes to the system and user login scripts.
Cable System Problem Determination: Cable testing and performance verification, as required, for most network cable systems including token ring, coax, and twisted pair (shielded and unshielded).
Limitations on use of On-site Technical Support Time
On-site technical support time may be used for any reasonable issues requested by the customer. On-site technical support time may not be used for installation of new computer workstations, file server, or network infrastructure equipment. Installation of new equipment is covered under separate pricing schedules from CSI.
Pricing Information:
Please call for current pricing information.
If multiple buildings in a single customer are in the plan, the on-site technical hours may be combined for the entire customer and be used in whichever building(s) the customer requires.
Prerequisite Conditions CSI support under a Technology Support Plan
- Remote Electronic Support - The customer must have a workstation with a live externally accessible Internet connection and remote communications software. CSI will configure the customer supplied appropriate software on the customer supplied workstation to allow CSI staff to access the network and do problem determination and resolution, on-line from a remote location.
- Designation of Customer Contact - The customer will designate an individual to be the contact person (and one backup) between the customer and CSI for all matters related to the delivery of technical support under this plan. The contact person will be the only person allowed to request support services from CSI. CSI will obtain authorization from this individual before commencing any work against this agreement.
- System Inspection - A computer/network system inspection, which involves an additional fee, may be required before commencement of this agreement. This will generally be required if the customer building requesting support does not contain a computer network that was installed or is currently being maintained by CSI. Please contact a CSI representative for more details.