IT as a Service (ITaaS)

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IT as a Service (ITaaS)

Service Guidelines

From Evolve IP Managed Services

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Overview

IT as a Service, delivered by the Evolve IP Managed Services team, complements Evolve IP’s cloud offerings by providing options for improved self-management and enhanced IT support for customer IT departments.

Services provided by Evolve IP Managed Services are provided remotely from our offices in Austin, TX. Customers are responsible for providing capable on-site hands for support in case local remediation is necessary.

ITaaS Products

RMM

Evolve IP’s Remote Management and Monitoring (RMM) solution is a self-managed, cloud-based platform that provides point and click monitoring, centralized management and performance reporting of desktop and server assets (physical and virtual), mobile devices and network equipment (switches, routers, firewalls, printers).

Help Desk

Our Help Desk solution leverages the RMM platform and enables companies to outsource their internal help desk by providing end-user support during normal business hours, operating system and standard application updates, and anti-virus/anti-malware management. The Help Desk consists of IT

professionals with years of combined experience and numerous certifications, making incident resolution prompt and efficient.

Managed IT

Managed IT allows customers to outsource lifecycle IT support. We provide normal business hours Help Desk support, 24x7x365 proactive monitoring and response to critical issues, comprehensive support for server-side applications, license and warranty management, routine system and infrastructure wellness checks, managed backups and vendor management.

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What’s the Difference between Help Desk and Managed IT?

Help Desk

Help Desk is a reactive, incident-based support service for end-users during normal business hours. It covers typical end-user issues, operating system and Microsoft Office critical updates, and

antimalware/antivirus management.

Managed IT

Managed IT is a proactive service that enables clients to outsource lifecycle IT support by providing Help Desk, 24x7x365 monitoring and remediation, comprehensive support for server-side applications, license and warranty management, routine system and infrastructure wellness checks, managed backups and vendor management.

Support for Users with Multiple Devices

Virtual Desktop and DaaS environments are best supported as a customer’s primary workspace. Evolve IP highly recommends that customers minimize support requirements for on premise devices by locking down workstations used to connect to Virtual Desktop or DaaS environments, or by utilizing devices that that have minimal support implications such as thin or zero clients, tablets, or Chromebooks.

Customers that require support for both on premise workstations and Virtual Desktop/DaaS

environments must retain RMM and Help Desk on each. Standard RMM costs will apply. However, a 30% discount will be applied to Help Desk.

Customers may add RMM only to both on premise workstations and Virtual Desktops/DaaS environments. However, if support is required, Help Desk must be retained on all devices and environments with RMM installed.

DaaS/Virtual Desktop Local Device Support

When Help Desk is only retained on Virtual Desktop and DaaS environments, basic troubleshooting for local devices will be limited to:

 Issues accessing the Virtual Desktop or DaaS environment  Virtual access to local USB peripherals

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Customer Migration Process

Customer migrations typically involve duplicating or moving customer environments or email to Evolve IP, and performing basic health checks after the migration is complete. Professional Services is required if additional assistance is needed for application or infrastructure related changes, such as customer network reconfiguration, software updates, changes to application settings, vendor interaction, etc.

Help Desk and Managed IT Onboarding Process

Once the customer migration process is complete, Evolve IP Managed Services performs an on boarding process before service acceptance for Help Desk and Managed IT. The on boarding process is required before Help Desk and Managed IT ongoing support commences to ensure that customer environments are in a healthy, stable and well documented state.

On boarding typically takes:

 1-2 weeks for new deployments

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On boarding consists of the following phases:

Phase

Description

RMM The RMM probe and agents are deployed on the client’s infrastructure so that all devices are visible inside of the RMM portal.

Audit Our Professional Services team performs an audit of devices in RMM to ensure that hardware is optimal, software is current and that the client infrastructure is stable and adheres to industry standard best practices.

Remediation Based on the audit results, we create a remediation action plan that outlines necessary system changes, updates or modifications for service acceptance. We review the remediation action plan with the client and assist with the changes under Professional Services if desired.

Documentation Evolve IP thoroughly documents the client infrastructure, including networking diagrams, passwords, service exceptions, pictures of on premise equipment, etc. so that we can efficiently support the users and systems.

Service Hand-Off Once the aforementioned items have been completed, the on boarding process is complete and ongoing support commences.

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ITaaS Product Offerings

Remote Management and Monitoring (RMM)

Evolve IP’s Remote Management and Monitoring (RMM) solution is a self-managed, cloud-based platform that provides point and click monitoring, centralized management and performance reporting of desktop and server assets (physical and virtual), mobile devices and network equipment (switches, routers, firewalls, printers).

RMM is a platform designed for server and infrastructure management by the client IT staff. RMM does not include management or remediation by the Evolve IP team.

Name SKU Description

RMM Implementation RMM-IMP Setup of portal, permissions, users and initial device discovery per customer.

RMM Essentials RMM-ESS Centralized management, remote control and basic monitoring with 15 minute polling for physical and virtual desktops, servers, routers, firewalls, printers and wireless access points.

RMM Professional RMM-PRO Centralized management, remote control, patching, software distribution, maintenance automation, warranty management and monitoring with 5 minute polling for physical and virtual desktops, servers, routers, firewalls, printers and wireless access points.

RMM: Mobile Device RMM-MD Remote management and monitoring for Android and IOS devices

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Prerequisites:

 RMM Essentials or Professional is a prerequisite for RMM AV products

Terms:

 This product may be purchased as a stand-alone cloud service.

 Client may upgrade or downgrade license types as needed in the RMM portal

 Client may add or delete quantities and RMM products as needed in the RMM portal.

 Billing is based on the number of nodes selected on sales order and reconciled with number of nodes protected. If the number of nodes managed exceeds the number of nodes on sales order, additional quantity will automatically be added to the customer invoice.

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Help Desk

Our Help Desk solution leverages the RMM platform and enables companies to outsource their internal help desk by providing end-user support during normal business hours, operating system and standard application critical updates, and anti-virus/anti-malware management. The Help Desk consists of IT professionals with years of combined experience and numerous certifications, making incident resolution prompt and efficient.

Help Desk – Workstation - Implementation

HD-WK-IMP Implementation for Help Desk - Workstation

Help Desk – Server - Implementation

HD-SV-IMP Implementation for Help Desk - Server

Help Desk – Mobile Device - Implementation

HD-MD-IMP Implementation for Help Desk – Mobile Device

Help Desk –Network Device - Implementation

HD-ND-IMP Implementation for Help Desk – Network Device

Help Desk – User HD-USR Normal business hours end-user support for Microsoft Outlook, Outlook Web Access and mobile devices, including end-user Active Directory and Microsoft Exchange management on physical and virtual servers.

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Help Desk - Server HD-SV Normal business hours support for server related issues, proactive operating system critical updates, and anti-malware/anti-virus management.

Help Desk – Mobile Device

HD-MD Normal business hours support for mobile device related issues on Android, iOS and Windows mobile devices.

Help Desk –Network Device

HD-ND Normal business hours support and management for routers, firewalls, printers and wireless access points.

Prerequisites

 RMM Professional is required for all devices supported by Help Desk Workstation, Server, Mobile Device and Network Device.

 RMM AV is required on all Help Desk Workstation and Servers.

Terms

 Help Desk services are designed to complement cloud services deals. Product development approval is required for orders without cloud services.

 Help Desk must be retained on all Servers, or all Workstations and Servers discovered in the customer network and visible in RMM. As new Servers or Workstations are added to RMM, Help Desk Services will increment accordingly.

 Help Desk must be retained on all Network and/or Mobile Devices added in customer’s RMM. However, Network and Mobile Devices NOT in RMM will be excluded.

 Help Desk User is required when only Help Desk Server is retained.

 Customers requiring support for both on premise workstations and virtual desktops must retain Help Desk on each. A 30% discount will be applied to Help Desk workstations.

 Help Desk customers may request after hours work via standard on-call methods for critical issues that fall within the Help Desk scope. Customer will be billed for after-hours Professional Services for all after hours work.

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Managed IT (Server and Network SKU ONLY at this time)

Managed IT allows customers to outsource lifecycle IT support. We provide normal business hours Help Desk support, 24x7x365 proactive monitoring and response to critical issues, comprehensive support for server-side applications, license and warranty management, routine system and infrastructure wellness checks, managed backups and vendor management. Our System Engineers are available 24x7x265 to diagnose and resolve critical system and infrastructure issues, keeping your business systems online and optimal with maximum availability.

Managed IT – Workstation - Implementation NOT YET AVAILABLE

MIT-WK-IMP Implementation for Managed IT - Workstation

Managed IT – Server - Implementation AVAILABLE

MIT-SV-IMP Implementation for Managed IT - Server

Managed IT –Network Device - Implementation AVAILABLE

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Managed IT – Workstation NOT YET AVAILABLE

MIT-WK Comprehensive support for Microsoft desktop operating systems and Microsoft Office, 24x7x365 proactive monitoring and response to critical issues, license and warranty management, routine system and infrastructure wellness checks, managed backups and vendor management for physical and virtual desktops.

Managed IT – Server AVAILABLE

MIT-SV Comprehensive support for Microsoft server operating systems and Microsoft Exchange, 24x7x365 proactive monitoring and response to critical issues, license and warranty management, routine system and infrastructure wellness checks, managed backups and vendor management for physical and virtual servers.

Managed IT –Network Device

AVAILABLE

MIT-ND Comprehensive support for routers, firewalls, printers and wireless access points.

Prerequisites

 RMM Professional, RMM AV and Cloud Backup are required on Workstations and Servers supported by Managed IT.

 RMM Professional is required on every Network Device supported by Managed IT.

Terms

 Managed IT services are designed to complement cloud services deals. Product development approval is required for orders without cloud services.

 Managed IT must be retained on all Servers, or all Desktops and Servers discovered in the customer network and visible in RMM. As new Servers or Workstations are added to RMM, Managed IT Services will increment accordingly.

 Managed IT must be retained on all Network Devices added in customer’s RMM. However, Network Devices NOT in RMM will be excluded.

 Help Desk User is required when only Managed IT Server is retained.

 Managed IT customers may request after hours work via standard on-call methods for critical issues that fall within the Managed IT scope. Customer will be billed for after-hours Professional Services for non-critical issues.

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Professional Services

Professional Services are available for companies that have unique business needs that fall outside of the standard RMM, Help Desk and Managed IT product scope. For these companies, we are available for dedicated engineering support and assistance, or for the design, implementation and support of a customized solution.

Professional Services – 10 Hour

PS-10 Professional Services – 10 block hours

Terms

 Professional Services are only available to Help Desk and Managed IT customers.

 Unused Professional Services hours will expire 24 months after purchase.

 After hours Professional Services will be debited from the purchased plan or billed at time and a half regardless of request type (mitigation or scheduled maintenance)

 Professional Services for non-emergencies must be scheduled.

 Professional Services is billed in 15 minute increments. A 1 hour minimum applies after-hours.

 After hours requests will only be honored for critical issues at the discretion of the Evolve IP team. Critical issues are defined below.

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Cloud Migration Services

Cloud Migration Services from Evolve IP are designed to bridge the gap for customers migrating to the cloud. Many organizations want to go “cloud” but often struggle with the lack of resources to get there. Our professional services team follows proven best practices to ensure customer environments are relocated safely and efficiently to the Evolve IP Cloud. Coupling the Evolve IP cloud with expert migration services ensures a successful deployment and guarantees customer satisfaction.

Full Server Image Migration (per Server)

EDCMIGSERV Move existing dedicated or virtual server to the Evolve IP Cloud.

AD Server Setup and Promotion (per AD Server)

EDCMIGAD Designed for DaaS and VDI customers. MS Windows AD server built from scratch, configured with a new site and promoted.

File Server Migration (per GB)

EDCMIGFILE Designed for DaaS and VDI customers. Setup and configuration of network file shares and migration of existing data.

Print Server Migration (per Printer)

EDCMIGPRINT Designed for DaaS and VDI customers. Setup and configuration of network and USB printers.

Enterprise Desktop Build (per Pool)

EDCMIGDESK Designed for DaaS and VDI customers. Creation of desktop pool, installation of five software packages, setup and configuration of 5 desktop GPO’s.

Email Migration (per Mailbox)

EDCMIGMBOX Designed for Evolved Exchange and Dedicated Exchange customers. Reconfiguration of DNS records, setup email defense, move mailboxes, Global Address List, Distribution Lists, public folders and resource mailboxes

Email Migration (per Account)

EDCMIGEMAIL Reconfiguration of DNS records, setup email defense, move mailboxes, Global Address List, Distribution Lists, public folders and resource mailboxes

Terms

 Cloud Migrations are only available to Evolve IP Cloud Customers (vServer, Virtual Data Center, DaaS, VDI, Hosted Exchange)

 All work performed during normal business hours unless agreed to by Evolve IP project manager.

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Discounted Price Points

The following discounts should be applied to RMM, Help Desk and Managed IT SKU’s based on the total number of devices for:

1) RMM only or

2) Help Desk (excludes HD-USR) + Managed IT

Devices Discount Level

0-199 Devices 0%

200-499 Devices 5%

500-749 Devices 10%

750-999 Devices 15%

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Remote Management and Monitoring (RMM)

Customer Requirements

Customer must deploy the probe software on a Windows server located on the customer network to discover and import devices automatically.

 Install the probe on a Windows server located in an AD domain

 The probe automatically discovers all IP-enabled devices on the network using WMI, SNMP, Intel vPro, TCP port scans, NetBIOS and other network protocols

 Discovered devices are (or can be) automatically imported based on their discovered device class

 Monitoring agents can be automatically pushed from the probe on import

 Basic monitoring is configured automatically based on the discovered elements of the device  Covers Windows devices, network devices, printers and other servers and workstations  The probe is used to remotely connect and manage network devices

Client Access and Management

A self-service portal is provided to the client where they can manage all aspects of the solution. The self-service portal is available via the web and also via iOS and Android mobile clients.

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RMM Supported Operating Systems

 CentOS 5 x64 Edition

 CentOS 6 x64 Edition

 Red Hat Enterprise Linux 6 x64 Edition  Red Hat Enterprise Linux x64 Edition  BSD  CentOS 5  CentOS 6  Linux  Novell NetWare  Oracle Solaris

 Red Hat Enterprise Linux  Red Hat Enterprise Linux 5

 Red Hat Enterprise Linux 5 x64 Edition  Red Hat Enterprise Linux 6

 SUSE Linux Enterprise  Apple Mac OS X v10.6  Apple Mac OS X v10.6 Server  Apple Mac OS X v10.7  Apple Mac OS X v10.7 Server  Apple Mac OS X v10.8  Apple Mac OS X v10.8 Server  Apple Mac OS X version 10.9  Apple Mac OS X version 10.9 Server  Microsoft Hyper-V Server 2008  Microsoft Hyper-V Server 2008 R2

 Microsoft Hyper-V Server 2012 x64 Edition  Microsoft Windows

 Microsoft Windows Server 2003

 Microsoft Windows Server 2003 Web Edition  Microsoft Windows 2008

 Microsoft Windows 2008 Datacenter Server

 Microsoft Windows 2008 Datacenter Server without Hyper-V

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 Microsoft Windows 2008 R2 Enterprise Server  Microsoft Windows 2008 R2 Foundation Server  Microsoft Windows 2008 R2 Standard Server  Microsoft Windows 2008 R2 Web Server  Microsoft Windows 2008 Small Business Server

 Microsoft Windows 2008 Small Business Server x64 Edition  Microsoft Windows 2008 Standard Server

 Microsoft Windows 2008 Standard Server without Hyper-V

 Microsoft Windows 2008 Standard Server without Hyper-V x64 Edition  Microsoft Windows 2008 Standard Server x64 Edition

 Microsoft Windows 2008 Web Server

 Microsoft Windows 2008 Web Server x64 Edition  Microsoft Windows 7 Enterprise

 Microsoft Windows 7 Enterprise x64 Edition  Microsoft Windows 7 Home Basic

 Microsoft Windows 7 Home Premium  Microsoft Windows 7 Professional

 Microsoft Windows 7 Professional x64 Edition  Microsoft Windows 7 Ultimate

 Microsoft Windows 7 Ultimate x64 Edition  Microsoft Windows 8

 Microsoft Windows 8.1 Enterprise

 Microsoft Windows 8.1 Enterprise x64 Edition  Microsoft Windows 8.1 Pro

 Microsoft Windows 8.1 Pro x64 Edition  Microsoft Windows 8 Enterprise

 Microsoft Windows 8 Enterprise x64 Edition  Microsoft Windows 8 Pro

 Microsoft Windows 8 Pro x64 Edition  Microsoft Windows 8 x64 Edition  Microsoft Windows Embedded Standard  Microsoft Windows Home Server 2011

 Microsoft Windows NT 4.x x86Microsoft Windows NT Server  Microsoft Windows Server 2003 for Small Business Server

 Microsoft Windows Server 2003 for Small Business Server x64 Edition  Microsoft Windows Server 2003 SP1

 Microsoft Windows Server 2003 x64 Edition

 Microsoft Windows Server 2012 Datacenter x64 Edition  Microsoft Windows Server 2012 Essentials x64 Edition  Microsoft Windows Server 2012 Foundation x64 Edition  Microsoft Windows Server 2012 R2 Datacenter

 Microsoft Windows Server 2012 R2 Datacenter x64 Edition  Microsoft Windows Server 2012 R2 Essentials

 Microsoft Windows Server 2012 R2 Essentials x64 Edition  Microsoft Windows Server 2012 R2 Foundation

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 Microsoft Windows Server 2012 R2 Standard

 Microsoft Windows Server 2012 R2 Standard x64 Edition  Microsoft Windows Server 2012 Standard x64 Edition  Microsoft Windows Small Business Server 2011  Microsoft Windows Storage Server 2003 R2

 Microsoft Windows Storage Server 2012 Enterprise x64 Edition  Microsoft Windows Storage Server 2012 Express x64 Edition  Microsoft Windows Storage Server 2012 Standard x64 Edition  Microsoft Windows Storage Server 2012 Workgroup x64 Edition  Microsoft Windows Unified Data Storage Server 2003

 Microsoft Windows Vista Business

 Microsoft Windows Vista Business x64 Edition  Microsoft Windows Vista Enterprise

 Microsoft Windows Vista Enterprise x64 Edition  Microsoft Windows Vista Home

 Microsoft Windows Vista Home x64 Edition  Microsoft Windows Vista Ultimate

 Microsoft Windows Vista Ultimate x64 Edition  Microsoft Windows XP

 Microsoft Windows XP Embedded  Microsoft Windows XP Home  Microsoft Windows XP Professional

 Microsoft Windows XP Professional x64 Edition  Microsoft Windows XP Tablet PC Edition  Apple iOS

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Key Features

Essentials Edition

(Capabilities depend on Model or OS Version)  Fifteen minute light monitoring intervals for:

o Agent status o Connectivity o DNS

o SMTP o Generic TCP

 Four hour light monitoring for the following: o CPU

o Disk Space o Memory o Patch Status o Asset Information

 Remote Control via VNC or Terminal Services  Alerts and Notifications

 Basic Reporting

Professional Edition

RMM – Workstations and Servers (Capabilities depend on OS Version)

 Five minute advanced monitoring intervals for the following: o Agent status o Connectivity o CPU o Disk Space o Memory o DNS o SMTP o Asset Information o Event Log o Windows Services o Connectivity o Backup status

 Four hour patch status monitoring  Warranty lookup

 Remote Control via VNC, Terminal Services or DirectConnect  Alerts and notifications

 OS Patch Management

 Third Party Patch Management  Self-Healing Maintenance Routines

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 Scheduled Scripts and Preventative Maintenance Routines, such as: o Check Disk

o Defragment

o Delete Temporary Files o Firmware Updates  License & Asset Management  Anti-Virus Monitoring

 Integrated Anti-Virus Management (Requires A/V Services)  Alerts & Notifications

 Software Distribution  Reporting

 Security Monitoring (Patch, AV, Event Log, Firewall Incidents)

 Network Assessment and Asset Inventory (Hardware, Software, Warranty)  Desktop Performance

 Server Performance and Capacity Planning  Network Reliability and Application Availability

RMM – Mobile Devices

 Remotely wipe lost devices  Track device location via GPS  Enforce security protocols  Track and report mobile assets  Warranty management

 Deploy standardized configurations  Reporting o Battery usage o Disk usage o OS and version o Model  Send messages  Remote wipe  Remote lock RMM – Network Devices

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 Printer Monitoring (most printers with SNMP capability) o Printer connectivity

o Printer cover status o Printer display status o Printer page count o Printer status o Printer toner level

 Cisco Router and Switch Monitoring o CPU

o Fan Status o Memory o Power Supply o Temperature

 Other Network Monitoring (most network devices with SNMP capability) o Connectivity

o Memory o Device Health o Traffic

 Critical Event Notification o Network Down o Element Failure

RMM - AV (Virus and Malware Protection)

RMM virus and malware protection provides enterprise-class security for Windows devices. Powered by the industry leading BitDefender security engine, it is fully integrated with the RMM platform to provide comprehensive management from the RMM cloud-based web portal.

Features

 Anti-virus and anti-spyware  Windows Firewall

 Proactive detection

 On-demand behavioral analysis

 Rule-based system behavior and blocking  Malware scanning and disinfection  Behavioral analysis detection  Rootkit detection

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RMM: In Scope

 Customer portal access and login  Support for IT Administrator

RMM: Out of Scope

 Support for end-users

 Agent and probe installation on customer equipment  Management within the customer portal

 Mitigation of Zero day or unknown viruses

RMM: Customer Responsibilities

▪ When Help Desk or Managed IT services are not selected, it is the customer’s responsibility to: ▪ Remediate alarms according to customer standard operating procedures

▪ Determine policies and filters for nodes ▪ Approve / Decline patches

▪ Configuring and running jobs and automation policies ▪ Executing and deploying scripts

▪ Respond to all alarms and alerts

▪ Execute and download standard and custom reporting

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Help Desk

Help Desk: Supported Software

Server Operating Systems

Desktop Operating Systems

Product Service

 Windows Server 2003 (R2)  Windows Server 2008 (R2)  Windows Server 2012 (R2)  CentOS

 Red Hat Enterprise

Help Desk - Server

 Network connectivity

 General operating system diagnosis  Operating system settings management

 DOES NOT includes User configurations in server

based applications like Active Directory or Exchange unless the applicable User or Workstation service is selected

Product General

 Windows XP

 Microsoft Windows Vista  Microsoft Windows 7  Microsoft Windows 8  Apple OS X 10.6 Snow Leopard  Apple OS X 10.7 Lion  Apple OS X 10.8 Mountain Lion  Apple OS X 10.9 Mavericks  Apple OS X 10.10 Yosemite

Help Desk - Workstation  Network connectivity

 General operating system diagnosis  Operating system settings management

Server/User Administration Tasks  Create user accounts and groups  Create mailboxes and distribution lists  Assign mailbox permissions

 Configure email forwarding  Analyze message tracking  Reset passwords

 Unlock domain accounts  File/Folder permissions

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Office Suites

Email Clients

Desktop Software Installations

 Requests involving more than 2 PC’s will be handled by Professional Services Product Service  Microsoft Office 2003  Microsoft Office 2007  Microsoft Office 2010  Microsoft Office 2013  Office for Mac  Open Office  Apple iWork  Google Apps

Includes Word, Excel, PowerPoint, Access for Microsoft products

Help Desk – Workstation

 Installation, upgrades and software updates  General product functionality issues

 Configuration issues

 Microsoft Outlook

XP/2003/2007/2010/2013  Microsoft Windows Mail App  Microsoft Office 365

 Mac Mail

 Network connectivity to Mail server  Desktop software installation

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Browsers

Help Desk: Supported Hardware

Network Devices

Mobile Devices

 Configure email forwarding

 Internet Explorer 7 and above

 Mozilla Firefox  Google

 Chrome  Safari

 Installation, upgrades and software updates  General product functionality issues

 Configuration issues Vendor Service  Sonicwall  Linksys  Netgear  Fortinet  WatchGuard  Cisco  Hewlett Packard

Help Desk – Network Device  Network connectivity  Log file analysis

 General hardware diagnosis  Network Address Translation (NAT)  Access Control Lists (ACL)

 Virtual Private Network (VPN)

Vendor Service

 Apple iOS-based devices

 Android-based devices Help Desk – Mobile Device

 General hardware diagnosis  Email Setup and Configurations*

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Wireless Access Points

Printers

 Email, Contacts, and Calendar synchronization troubleshooting *

 Remote data wipe  Track phone location  Reset passcode  Lock

 Erase

 Deploy customer mobile profile

Vendor Service  Linksys  Netgear  SonicPoint  Ubiquiti Unifi  Meraki  Cisco  Aruba

Help Desk – Network Device  General hardware diagnosis  Username and password changes  SSID and Encryption Management  Basic range / coverage diagnostics

Vendor Service

 HP  Epson  Lexmark  Brother

Help Desk – Network Device  Network connectivity  General hardware diagnosis

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Help Desk: Automatic Updates and Virus Scanning

The Help Desk will configure automatic updates and scans for the following during a customer specified maintenance window:

 Anti-virus and anti-malware updates and scans  Microsoft Office updates

 Operating system updates

Help Desk: Virus and Spyware/Malware Removal

 The Help Desk will assist end-users with virus scans and removals of their individual office machines. Where a site-wide problem exists, Professional Services will work with the Customer to resolve the problem.

 Site-wide infections may require machines to be physically disconnected from the network to prevent re-infection during clean-up, in which case Professional Services’ ability to assist is limited.

Help Desk: Third Party / Proprietary Software

 The Help Desk will provide “best effort” support for third party and proprietary software.  The Help Desk will not act as an intermediary between the customer and its hardware or

software vendors.

Help Desk: Out of Scope

Out of scope items require Professional Services and will be serviced at Evolve IP’s discretion. Examples of out of scope items, include, but are not limited to:

 Desktops, servers and mobile devices without RMM Agent installed  PC setups and configurations

 Hardware Failure *  Connectivity failure *  ISP issues and outages *

 Hardware / software / ISP vendor management *  Application “How To” training and support  After hours support

 Service requests involving more than 2 PC’s

*Unless the underlying infrastructure or connectivity is provided by Evolve IP, in which case, Help Desk technicians will engage Evolve IP Customer Support for resolution.

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Help Desk: Service Level

Ticket priority is used to define the order and service level when handling inquiries and issues related to any open Tickets. This process is designed to prioritize Customer issues that are service effecting. While all inquiries are important, our resources will address those that are most critical to our customers first. To define the ticket priority, the severity and impact of the issue are first determined:

Severity Definition

Levels Scope of Issue

Low Only the user is affected.

Medium The entire department is affected. High The entire company is affected.

Impact Definition Level Impact

Low Service not affected. (Minor loss of application functionality, product feature requests, how-to questions.)

Medium Service is degraded, but there is a workaround. (The system is available, but performing poorly or with limited functionality.)

High Production outage. Service is degraded and there is no workaround. (Customers/users are unable to access a system, or performance is so degraded as to make the system unusable.)

Once the Severity and Impact are determined, the ticket priority is determined as follows: Impact and Severity Matrix

High Severity Medium Severity Low Severity High Impact Priority 1 – Critical Priority 2 – High Priority 3 – Medium Medium Impact Priority 2 – High Priority 3 – Medium Priority 4 – Low

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The ticket priority determines the response time and communication interval, as defined below. Priority Levels

Priority Level Description Mean Time to Respond Customer Communication

Priority 1 (P1) Critical 1 Hour Every 1 Hour

Priority 2 (P2) High 2 Hours 2 Hours

Priority 3 (P3) Medium 4 Hours Daily

Priority 4 (P4) Low 8 Hours Weekly

Help Desk: Standard Business Hours Support

Standard Business Hours falls within 8am – 6pm Monday through Friday client local time (if located in the continental United States).

Tickets are worked by our Help Desk staff in accordance with their Priority Level and the order that they were received. Tickets are escalated to our Systems Engineering and Solution Engineering groups as needed.

Help Desk: Non-Standard Business Hours Support

Calls received during Non-Standard Business Hours will be handled by our on-call support technicians. Priority 1 and Priority 2 tickets will be created within 15 minutes of Evolve IP receiving a call and will be worked within 30 minutes.

Best effort resolution will be provided for Priority 3 and Priority 4 issues after-hours. If a resolution cannot be reached, the ticket will be worked at the beginning of the next business day.

Customers will be billed for after-hours Professional Services for all non-standard business hours support.

Help Desk: Obtaining Support

 Telephone: 610-964-8000

 Toll Free: 877.459.4347, Option 5  Email: [email protected]

The Help Desk will create or update a ticket for each call that is received.

For in-scope issues, when the Help Desk technician begins work on a ticket, the technician will remain on the call and work the issue to resolution. In the event that the underlying issue is related to an Evolve IP Cloud service, Help Desk will directly engage Evolve IP Customer Support. Complex issues may

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require a customer call back. If technicians are unavailable, the caller will be placed in a call queue or a dispatcher will collect the incident detail and create a ticket for a call back.

Help Desk technicians will contact the end-user before connecting to their PC to perform work. If the end-user cannot be reached after three attempts over three consecutive days, the ticket will be placed on hold, pending closure within 24 hours.

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Managed IT

Managed IT includes the following:

 All services provided under Help Desk

 Proactive monitoring and 24x7x365 response for Microsoft operating system and Microsoft Exchange

 Comprehensive support for Microsoft Exchange, including: o Network connectivity

o Exchange settings management

o Exchange troubleshooting and diagnostics o Exchange message tracking analysis o Exchange patches

 Quarterly license and warranty management reports

 Quarterly system and server wellness checks to ensure optimum server health  Daily backup monitoring and on-demand data restoration

 Vendor management for hardware and software covered under Help Desk, ISP’s and other vendors approved by Evolve IP

Managed IT: Supported Software

 All software covered under Help Desk  Microsoft Exchange 2010 – 2013

 Other software vendors approved by Evolve IP during on boarding

Managed IT: Proactive Monitoring and Remediation

o 24x7x365 proactive Microsoft operating system and Exchange monitoring and remediation for critical issues

Managed IT: Out of Scope

Out of scope items require Professional Services and will be serviced at Evolve IP’s discretion.  Desktops, servers and mobile devices without RMM agent installed

 PC or environment setups and configurations  Hardware Failure *

 Connectivity failure *  ISP issues and outages *

 Hardware / software / ISP vendor management *  Application “How To” training and support  Exchange installation

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*Unless the underlying infrastructure or connectivity is provided by Evolve IP, in which case, help desk technicians will engage Evolve IP Customer Support for resolution.

Managed IT: Service Level

Medium The entire department is affected. High The entire company is affected.

Impact Definition Level Impact

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Priority Levels

Priority 1 (P1) Critical 1 Hour Every 1 Hour

Priority 2 (P2) High 2 Hours 2 Hours

Priority 3 (P3) Medium 4 Hours Daily

Priority 4 (P4) Low 8 Hours Weekly

Managed IT: Standard Business Hours Support

Tickets are worked by our Help Desk staff in accordance with their Priority Level and the order that they were received. Tickets are escalated to our Systems Engineering and Solution Engineering groups as necessary.

Managed IT: Non-Standard Business Hours Support

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Obtaining Support

 Telephone: 610-964-8000

For in-scope issues, when the Help Desk technician begins work on a ticket, the technician will remain on the call and work the issue to resolution. In the event that the underlying issue is related to an Evolve IP Cloud service, Help Desk will directly engage Evolve IP Customer Support. Complex issues may require a customer call back. If technicians are unavailable, the caller will be placed in a call queue or a dispatcher will collect the incident detail and create a ticket for a call back.

Help Desk technicians will contact the end-user before connecting to their PC to perform work. If the end user cannot be reached after three attempts over three consecutive days, the ticket will be placed on hold, pending closure within 24 hours.

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Professional Services

Professional Services: Terms

 Professional Services are only available to RMM, Help Desk and Managed IT customers.  Professional Services packages are ONLY sold in bundles of hours.

 Professional Services for non-emergencies must be scheduled

 In the event that a service request requires more time than is remaining in the package, a new package of equal size and value will be applied to the customer’s invoice.

Professional Services: In Scope

 Out of scope Help Desk or Managed IT issues or requests on supported operating systems and platforms that can be performed remotely.

 Best effort third party application support on applications where the customer has a valid support or maintenance agreement.

 Triage of local hardware problems and coordination with manufacturer in the event of failure.

Professional Services: Out of Scope

 On premise work

 Any request from a customer without a valid professional services agreement  Work on unsupported operating systems and platforms.

 Work on any system or device not remotely accessible.

 Work on third party applications without a valid support agreement  Repair work on local hardware

Professional Services: Service Level

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Medium The entire department is affected. High The entire company is affected. Impact Definition

Level Impact

High Severity Medium Severity Low Severity High Impact Priority 1 – Critical Priority 2 – High Priority 3 – Medium Medium Impact Priority 2 – High Priority 3 – Medium Priority 4 – Low Low Impact Priority 3 – Medium Priority 4 – Low Priority 4 - Low The ticket priority determines the response time and communication interval, as defined below. Priority Levels

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Standard Business Hours Support

Tickets are worked by our Help Desk staff in accordance with their Priority Level and the order that they were received. Tickets are escalated to our Systems Engineering and Solution Engineering groups as necessary.

Non-Standard Business Hours Support

Professional Services: Obtaining Support

 Telephone: 610-964-8000

Complex issues may require a customer call back. If technicians are unavailable, the caller will be placed in a call queue or a dispatcher will collect the incident detail and create a ticket for a call back.

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Cloud Migration Services

Full Server Image

 Supports Windows 2008/2012 and Windows 2003 or higher with .net 3.5.

 Customer is kept updated during entire process and can determine cutover date and time.

 Continues replicating after the initial synchronization until the desired cutover time.

 Replicates changes to new physical or virtual hardware at any location.

 Performed at the image level – pulling all server data and applications.

 Supported between any combination of physical, virtual, and cloud platforms.

AD (Active Directory) Server Setup & Promotion

 MS Windows AD servers will be built from scratch, configured with a new site and promoted.

 Provides for a cleaner cut-over of AD database.

 Active Directory functional level upgrades are not included in this service. If functional level upgrade is unavoidable, customer has two options:

o Evolve IP to build new AD from scratch and migrate AD objects and policies at professional services rates using either built-in or customer provided third party tool.

o Customer will perform AD upgrades themselves

File Server Migration

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Print Server Migration

 Setup and configuration of network and USB printers on customer’s print server / AD.

Enterprise Desktop Build

 Creation of DaaS or VDI desktop pool as specified on sales order

 Installation of five software packages per golden pattern approved for virtualization.

o Line of business applications will perform according to manufacturer’s specifications when virtualized.

o In the event of an issue with application performance or licensing in a virtualized environment, customer will provide best practices documentation from manufacturer.

o Evolve IP will provide best effort towards application performance issues, but cannot be responsible for application performance in a virtualized environment.

 Setup and configuration of 5 desktop GPO’s – allows for customer environment to be properly tuned for file redirection and VDI performance best practices.

 Provide Support to Group Admin during entire Migration

 Evolve IP will assist group admin with first installation of VMware view client. For complete environment installation customers will be billed at professional services rates.

Exchange Migration

 Move the existing customer exchange environment in its entirety allowing for complete shutdown once exchange is live in the cloud.

 Supports both Evolved Exchange and Dedicated Exchange

 Move away from existing email provider or premise solution.

 Reconfiguration of DNS records

 Setup and Configuration of McAfee email defense

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 Move Global Address List and all Distribution Lists.

 Move public folders and resource mailboxes

 Configuration of ‘autodiscover’ DNS record

 Will assist Group Admin with help creating first outlook profile.

 Will Assist Group Admin with setup of first Active Sync setup on a mobile device.

 For dedicated exchange environments, exchange must be on a single AD.

 For dedicated exchange, customers’ existing exchange server must be reviewed for proper

functionality prior to migration. Exchange Discovery will be performed at professional services rates.

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General Product Terms

PROJECT MANAGEMENT

▪ Provision account according to sales order and Implementation Workbook ▪ Provide access to videos, tutorials and help files as published by Evolve IP

▪ Provide customer access to systems and portals for execution / use of the product. ▪ Provide free web-based training (where applicable) for use of the product.

ACTIVATION AND ONGOING SERVICE

▪ Billing Commencement occurs on the date that access to a service is first provided to the customer whether or not the customer makes use of that service on the commencement date. ▪ Professional Services and Cloud Migration packages are billed at the time a sales order is signed

and agreed to by the customer regardless of delivery of the services.

Customer Responsibilities:

 Acquisition, licensing, environment and maintenance of on premise equipment.  On premise labor of any kind is the customer’s responsibility