Kaseya IT Services KASEYA IT SERVICES PROGRAM CATALOG 2014 Q3

Transcription

1 Kaseya IT Services KASEYA IT SERVICES PROGRAM CATALOG 2014 Q3 Kaseya is dedicated to perfecting the IT Service experience through continuous technology innovation and the highest standards of Service. From award winning IT automation solutions, to our experienced and knowledgeable team of Service professionals, Kaseya embodies a true commitment to exceeding customer expectations. Introducing Kaseya IT Services, a comprehensive set of Service offerings and resources designed to ensure the successful implementation and monitoring of the Kaseya ITAutomation Framework.

2 Table of Contents Kaseya IT Services... 3 How the Program Works... 4 Service Offerings at a Glance... 5 Individual Service Offerings... 7 Servers... 7 Workstations... 7 Virtual Monitoring Services (Server)... 8 Virtual Management Services (Server) Virtual Management Services (Workstation) Virtual Engineer Add-On Patch Management Service Virtual Engineer Add-On Ping/Port/SNMP Check Service Virtual Engineer Add-On Backup and Disaster Recovery Management Service Virtual Engineer Add-On KES Service Other Terms and Conditions Kaseya - 2 -

3 Kaseya IT Services Kaseya is dedicated to perfecting the IT Service experience through continuous technology innovation and the highest standards of Service. From award winning IT automation solutions, to our experienced and knowledgeable team of Service professionals, Kaseya embodies a true commitment to exceeding customer expectations. Introducing Kaseya IT Services, a comprehensive set of Service offerings and resources designed to ensure the successful implementation of the Kaseya ITAutomation Framework. By providing product and business process education, invaluable tools and templates, and out-tasked Service offerings, Kaseya empowers you to exceed expectations and transform how you manage IT infrastructure from reactive to proactive IT Service delivery. Delivering quality IT Services involves three important elements: people, process and technology: People are your most valuable asset. You strive to employ people with the knowledge, expertise and experience to position your organization as a trusted technology advisor. And, the most valuable asset to your people is time. Time to focus on quality IT service delivery while continuing to expand your business. Process involves the scaling of resources. The efficient management of time, the effective use of technology and implementing a business strategy that ensures profitability. Technology enables a proactive; preventative IT management strategy that helps to improve productivity, expand visibility, provide consistency and automate the IT service delivery process. When these three elements are all working together, the results are clear; Quality and Profitability. As a visionary IT Service Provider, you have deployed Kaseya s leading IT management technology and now strive to align the people and processes you need to meet your business objectives. The technology is in place and now all you need is more people and more time! Let Kaseya IT Services Help! With a Kaseya Virtual Engineer you can immediately employ trained and professional resources to assist with the day-to-day monitoring and resolution issues 24 hours a day, 365 days a year! This gives you the time to focus on strategic growth and a proactive, preventative approach to IT service delivery. Kaseya - 3 -

4 How the Program Works Kaseya has developed a highly collaborative process ensuring that the correct customizations are applied and the possible service configurations are implemented to the customers requirement. This is multi-step process starting with a formal on-boarding followed by pilot program thus providing the necessary elements for achieving success. Once you select your program, we get started! On-Boarding The on-boarding phase covers the time from your order acceptance until the service starts. During this time the following tasks are completed: Send Welcome Mail with links to Learning Management System Introduction Mail from Service Delivery Manager (SDM) Install KITS Service Agent(s) on Kaseya Server(s) Introduction call with SDM Connect Add-on Installed on VSA Configure VSA for IT Services Enroll Machines into IT Services Complete CNI Form, Submit to Kaseya Network Operations Center ( NOC ) Complete Deployment Send Service Start Mail to Customer Send Pilot Review Schedule to Customer Pilot Program During the pilot there are 4-5 review meetings scheduled. The aim of the review meetings is to understand the gaps in customers understanding and expectations filling any possible gaps. Customer is expected to attend all 4-5 review meetings thus ensuring a successful pilot program. Kaseya - 4 -

5 Service Offerings at a Glance Service Offerings Description Virtual Monitoring (Server) Services SKU: OTK-MOSM Virtual Management (Server) Services SKU: OTK-AUSM Virtual Management (Workstation) Services SKU: OTK-AUWM Virtual Engineer Add-On Patch Service SKU: OTK-PTCH Virtual Engineer Add- On KES Service SKU: OTK-KESM Virtual Monitoring Service includes: 24x7 monitoring of Windows servers using the Kaseya Monitoring Library. Flexible notification, including phone, and SMS. Suggested alarm resolution. Scheduled and ad-hoc reports, providing operational and executive summaries. Virtual Management Service includes: 24x7 monitoring of Windows servers using the Kaseya Monitoring Library,Triage & troubleshooting of monitoring alarms. Suggested alarm resolution. Flexible notification mechanism including phone, and SMS. Microsoft patch management via the Kaseya Patch Management module. Service Requests for standard and project-based tasks. The Kaseya NOC Team performs proactive maintenance on workstations based on a recurring schedule within defined maintenance windows. Best practice scripts are configured and imported to support the maintenance activities. Maintenance service delivery is monitored and remediation actions are taken to resolve failures. The following maintenance activities are included in this service offering: Temp File Clean Up Disk Defrag Analyze Check Disk Analyze The Kaseya NOC Team ensures your customer environments are patched to your specifications using the Kaseya Patch Management module. Simply create a patch policy, apply it to your endpoints, and then approve/deny the patches you want deployed. Our team manages your policy with a goal of 100% compliance. Kaseya NOC Team deploys a standard policy for you consisting of the Microsoft Security Patches (all levels). These are applied automatically and the machines are rebooted all within their defined maintenance windows. Endpoint Security Administration is designed to provide assistance with daily operations. The Kaseya NOC Team is available 24/7/365 to assist with the following activities: Configuration Monitoring of failed updates, failed scheduled scans, virus/threats detected Troubleshooting and remediation of actionable items including: o Definition update failures o o Scheduled scan failures Tickets related to these issues are treated as "NORMAL" priority Kaseya - 5 -

6 Service Offerings Description Virtual Engineer Add- On Ping/Port /SNMP Check Service SKU: OTK-AVMM Virtual Engineer Add- On Backup and Disaster Recovery Management SKU: OTK-BDRM External System checks include: web server, port, ping connectionex: Using Probe machine which should be enrolled in the service. SNMP Check: SNMP check is used to monitor SNMP enabled devices such as printers, routers, firewalls, servers and UPS devices can't support theinstallation of an agent Backup Log Monitoring and subsequent triage, Troubleshooting and Resolving backup alerts. Kaseya - 6 -

7 Individual Service Offerings Now that you know how it works, seen the offers at a glance, let s get to the details so that you can select the best service to fit your needs. Servers Workstations Kaseya - 7 -

8 Virtual Monitoring Services (Server) SKU: OTK-MOSM Virtual Monitoring Service includes: 24x7 monitoring of Windows servers using the Kaseya Monitoring Library. Flexible notifications: including phone, and SMS. Suggested alarm resolution. Scheduled and ad-hoc reports, providing operational and executive summaries. What we do Deploy Kaseya s Monitoring Library to the customer s KServer Deploy Kaseya s Agent Templates to the customer s KServer Deploy Kaseya s Standard Views and Reports to the customer s KServer Configure enrolled endpoints with appropriate monitoring configuration Provide 24/7/365 monitoring and alarm condition verification Provide 24/7/365 filtering of actionable alarms vs. transient/false alarms Provide service reporting: includes a number of standard reports in the Kaseya Reports module: Executive Summary, Aggregate Table, Patch Management, Inventory, Logs and Ticketing Monitoring the following Agent Status Online / Offline Windows Service State Server OS and Server Applications Performance Counters CPU, memory usage, disk space Windows Event Logs Application, System Security, Directory Service, DNS Server 3 rd party AV/AS and backup monitoring via Windows event logs Customizations available upon request Additional Windows Services Additional Windows Events Windows WMI Counters Change Alarms priorities Monitoring Support for Microsoft Windows Server versions Monitoring of non-windows devices based upon evaluation by the Kaseya NOC Team Classification, Prioritization and Escalation All actionable items are escalated as tickets within your KServer By using the Notify Policy (in Kaseya), integration with 3 rd party ticketing systems is possible Define your notification policy using people, groups and communication methods Group level escalations, if required Notifications based on priority Voice, SMS, and/or notifications on Critical priority notifications on High priority Only Tickets for Normal priority Kaseya - 8 -

9 Reporting Create report schedules on request or a pre-defined schedule based upon your needs. The specific reports available include: KITS Enrollment - All Active - An Aggregate Table report: Includes detail of all endpoints actively enrolled in some supported service level KITS Enrollment -All Pending Deployment -An Aggregate Table report: Includes detail of any endpoints pending enrollment KITS Removal - Remove from NOC Services - An Aggregate Table report: Includes detail of any endpoints scheduled to be removed from service KITS Patching - Installed Patches - L2 Endpoints - A Patch Management report: Includes detail of any patches installed on machines in Virtual Engineer service KITS Patching -Missing Patches - L2 Endpoints A Patch Management report: Includes detail of any patches missing on machines in Virtual Engineer service KITS Escalation Report - A Ticketing report: Includes detail for all ticket escalations created by the Kaseya NOC Team on your KServer KITS Exec Summary - L1 Servers - An Executive Summary report. Includes monitor data review of endpoints in Virtual Monitoring Service KITS Enrollment - Active L1 Servers - An Aggregate Table report. Includes detail of all servers actively enrolled in Virtual Monitoring Service KITS - Active L1 Servers - An Inventory report. Includes detail of servers enrolled in Virtual Monitoring Service. The report includes a count and the endpoint name used for billing KITS Event Log Frequency - Top 5 of Last 3 Days A report that identifies the top 5 errors, warnings or informational events over the last 3 days. Includes event log frequency detail for all NOC enrolled endpoints KITS Escalation Report - A Ticketing report. Includes detail for all ticket escalations created by the Kaseya NOC Team on your KServer The above reports can be run on demand as often as required or set up to be automatically run based on a schedule. Kaseya - 9 -

10 Virtual Management Services (Server) SKU: OTK-AUSM Virtual Management Services includes: Besides 24x7 monitoring of Windows servers using the Kaseya Monitoring Library, we also Triage & troubleshooting of monitoring alarms. Suggested alarm resolution. Flexible notification mechanism: including phone, and SMS. Microsoft patch management via the Kaseya Patch Management module.service Requests for standard and project-based tasks. What we do Deploy Kaseya s Monitoring Library to the customer s KServer Deploy Kaseya s Agent Templates to the customer s KServer Deploy Kaseya s Standard Views and Reports to the customer s KServer Configure enrolled endpoints with appropriate monitoring configuration Provide 24/7/365 monitoring and alarm condition verification Provide 24/7/365 filtering of actionable alarms vs. transient/false alarms Provide service reporting: includes a number of standard reports in the Kaseya Reports module: Executive Summary, Aggregate Table, Patch Management, Inventory, Logs and Ticketing Technical service desk: providing support for standard and/or special project requests Monitoring the following Agent Status Online / Offline Windows Service State Server OS and Server Applications Performance Counters CPU, memory usage, disk space Windows Event Logs Application, System Security, Directory Service, DNS Server BUDR monitoring 3 rd party AV/AS and backup monitoring via Windows event logs Customizations available upon request Additional Windows Services Additional Windows Events Windows WMI Counters Change Alarms priorities Monitoring Support for Microsoft Windows Server versions. Monitoring of non- Windows devices based upon evaluation by the Kaseya NOC Team Classification, Prioritization and Escalation All actionable items are escalated as tickets within your KServer By using the Notify Policy (in Kaseya), integration with 3 rd party ticketing systems is possible Define your notification policy using people, groups and communication methods Group level escalations, if required Notifications based on priority Voice, SMS, and/or notifications on Critical priority notifications on High priority Kaseya

11 Only Tickets for Normal priority Triage, Troubleshoot and Resolve The goal of the Triage & Troubleshooting service is to remediate 75% of all actionable alarms received by the Kaseya NOC Team. Examples of issues typically resolved by the Kaseya NOC Team include: Driver or firmware updates Clearing Temp Folders & Files for Low Disk Space Windows Services Stoppages General Windows Server Basic Microsoft Exchange Basic Active Directory Kaseya BUDR issues Kaseya agent offline conditions Backup Exec issues NT Backup issues Reporting Create report schedules on request or a pre-defined schedule based upon your needs. The specific reports available include: KITS Enrollment - All Active - An Aggregate Table report: Includes detail of all endpoints actively enrolled in some supported service level KITS Enrollment - All Pending Deployment -An Aggregate Table report: Includes detail of any endpoints pending enrollment KITS Removal - Remove from NOC Services - An Aggregate Table report: Includes detail of any endpoints scheduled to be removed from service KITS Patching - Installed Patches - L2 Endpoints - A Patch Management report: Includes detail of any patches installed on machines in Virtual Engineer service KITS Patching - Missing Patches -L2 Endpoints A Patch Management report: Includes detail of any patches missing on machines in Virtual Engineer service Kaseya

12 KITS Escalation Report - A Ticketing report: Includes detail for all ticket escalations created by the Kaseya NOC Team on your KServer KITS Exec Summary - L1 Servers - An Executive Summary report. Includes monitor data review of endpoints in Virtual Monitoring Service KITS Enrollment - Active L1 Servers - An Aggregate Table report. Includes detail of all servers actively enrolled in Virtual Monitoring Service KITS - Active L1 Servers - An Inventory report. Includes detail of servers enrolled in Virtual Monitoring Service. The report includes a count and the endpoint name used for billing KITS Event Log Frequency - Top 5 of Last 3 Days A report that identifies the top 5 errors, warnings or informational events over the last 3 days. Includes event log frequency detail for all NOC enrolled endpoints KITS Escalation Report - A Ticketing report. Includes detail for all ticket escalations created by the Kaseya NOC Team on your KServer The above reports can be run on demand as often as required or set up to be automatically run based on a schedule. Kaseya

13 Virtual Management Services (Workstation) SKU: OTK-AUWM The Kaseya NOC Team performs proactive maintenance on workstations based on a recurring schedule within defined maintenance windows. Best practice scripts are configured and imported to support the maintenance activities. Maintenance service delivery is monitored and remediation actions are taken to resolve failures. What we do Configure workstations to perform maintenance activities Monitor and resolve failures coming from proactive maintenance scripts Provide service reporting: includes a number of standard reports in the Kaseya Reports module: Executive Summary, Aggregate Table, Patch Management, Inventory, Logs and Ticketing Technical service desk: providing support for standard and/or special project requests Temp File Clean Up: The Kaseya NOC Team runs a batch process that deletes temporary files and folders under the Documents and Settings folder on the System Drive. The process also deletes all temporary internet files under the Documents and Settings folder on the system drive Disk Defrag Analyze: The Kaseya NOC Team runs a series of processes that uses the standard Microsoft Windows-based disk defragmentation utility. The process performs a disk defrag on the system disk Check Disk - Analyze: The Kaseya NOC Team runs a process that uses the standard Microsoft Windows-based chkdsk utility. The process runs in "Analyze Only" mode. No actual repairing takes place. If any issues are reported, the Kaseya NOC Team creates a ticket for the customer Maintenance Script Execution Schedule Maintenance Task KNOC.WDC-Batch KNOC Check Disk Analyze KNOC.Win Defrag.Analyze.Step1 Suggested Schedule Tues 12pm (local agent time), skip if offline Wed 12pm (local agent time), skip if offline Thurs 12pm (local agent time), skip if offline Recurring Interval 7 Days 28 Days 28 Days Reporting Create report schedules on request or a pre-defined schedule based upon your needs. The specific reports available include: KITS Enrollment - All Active - An Aggregate Table report: Includes detail of all endpoints actively enrolled in some supported service level KITS Enrollment -All Pending Deployment -An Aggregate Table report: Includes detail of any endpoints pending enrollment Kaseya

14 KITS Removal - Remove from NOC Services - An Aggregate Table report: Includes detail of any endpoints scheduled to be removed from service KITS Patching - Installed Patches - L2 Endpoints - A Patch Management report: Includes detail of any patches installed on machines in Virtual Engineer service KITS Patching - Missing Patches -L2 Endpoints A Patch Management report: Includes detail of any patches missing on machines in Virtual Engineer service KITS Escalation Report - A Ticketing report: Includes detail for all ticket escalations created by the Kaseya NOC Team on your KServer KITS Exec Summary - L1 Servers - An Executive Summary report. Includes monitor data review of endpoints in Virtual Monitoring Service KITS Enrollment - Active L1 Servers - An Aggregate Table report. Includes detail of all servers actively enrolled in Virtual Monitoring Service KITS - Active L1 Servers - An Inventory report. Includes detail of servers enrolled in Virtual Monitoring Service. The report includes a count and the endpoint name used for billing KITS Event Log Frequency - Top 5 of Last 3 Days A report that identifies the top 5 errors, warnings or informational events over the last 3 days. Includes event log frequency detail for all NOC enrolled endpoints KITS Escalation Report - A Ticketing report. Includes detail for all ticket escalations created by the Kaseya NOC Team on your KServer The above reports can be run on demand as often as required or set up to be automatically run based on a schedule. Kaseya

15 Virtual Engineer Add-On Patch Management Service SKU: OTK-PTCH The Kaseya NOC Team ensures your customer environments are patched to your specifications using the Kaseya Patch Management module. Simply create a patch policy, apply it to your endpoints, and then approve/deny the patches you want deployed. Our team manages your policy with a goal of 100% compliance. Patch Management Don t have a patch policy? Don t worry! The Kaseya NOC Team deploys a standard policy for you consisting of the Microsoft Security Patches (all levels). These are applied automatically and the machines are rebooted all within their defined maintenance windows. Microsoft Security Patches are defined as follows: Security Update - Critical (High Priority) Security Update - Important (High Priority) Security Update - Moderate (High Priority) Security Update - Low (High Priority) Security Update - Non-rated (High Priority) The Kaseya NOC Team will review the below forums to see if there were any new known bad patches reported and will deny those patches in our default patch policy Guidelines For newly released Security Updates automatically approved (Microsoft Security Patches): Updates are installed within 2 maintenance window of patch release This ensures that we have at least two typical maintenance periods to install updates; one to install the update and a second if there are any errors that need to be resolved after the first attempt For newly released updates approved by the Customer: Updates are installed within 2 maintenance window of patch approval. Approval occurs when the customer approved the patch within their Kserver This ensures that we have at least two typical maintenance periods to install updates; one to install the update and a second if there are any errors that need to be resolved after the attempt For newly added machines that are missing past patches: You can use the Initial Update function of the Kaseya Patch Management module to apply updates OR request the Kaseya NOC Team to do so. Send a request to remediation@kaseya.com If the request is not made and the customer does not use the Initial Update option, an Automatic Update is scheduled Kaseya

16 Virtual Engineer Add-On Ping/Port/SNMP Check Service SKU: OTK-AVMM Kaseya NOC Team provides 24X7 External System Check & SNMP monitoring service using the VSA to monitor machines that don't have an agent installed on them. With regard to SNMP Check, Once you have set up Scan and assignment of the SNMP Sets, NOC will provide 24x7 monitoring. What we do Once the Critical Network Device and Critical Web Server details are provided, we configure using the external system check option and start monitoring Send alerts on any critical failure or down situation as per the your requirement Upon an alert condition is encountered, Kaseya NOC team monitors threshold alarm Monitoring exit alarm state notification and appropriate notification is sent out Virtual Engineer Add-On Backup and Disaster Recovery Management Service SKU: OTK-BDRM Kaseya NOC Team is available 24/7/365 to assist with the Backup Alert Set Configuration, Monitoring Backups, Troubleshooting and resolution of Backup Failures. What we do Provide notification to you that remediation actions are being taken by the Kaseya NOC Team Use best efforts to troubleshoot and resolve Failed backup jobs using Kaseya Monitor backup job failures using standard Kaseya features Provide complete analysis and actions taken by the Kaseya NOC Team, fully documented in the ticket escalation. This may include closed as well open actionable items Kaseya

17 Virtual Engineer Add-On KES Service SKU: OTK-KESM The Kaseya NOC Team is available 24/7/365 to assist in monitoring failures and threats detected using standard Kaseya features. Endpoint Security Administration is designed to provide assistance with daily operations What we do Definition update failures using Kaseya Tools Scheduled scan failures using Kaseya Tools Installation, configuration issues are triaged on best effort basis & Liaise between customer and Kaseya Support on any discovered issues not resolved by the Kaseya NOC Team Provide complete analysis and actions taken by the Kaseya NOC Team, fully documented in the ticket escalation. This may include closed as well open actionable items escalated to the customer Monitoring of failed updates, failed scheduled scans, virus/threats detected Tickets related to these issues are treated as "NORMAL" priority Kaseya

18 Other Terms and Conditions Services, Response Times and Service Levels: Kaseya will use commercially reasonable efforts to provide the Services and to meet the Hours of Availability, Response Times and Service Levels based on available staffing; provided, however, that Customer acknowledges and agrees that not all issues can be resolved, a particular outcome cannot be guaranteed, Hours of Availability, Response Times and Service Levels may vary, and in no case will Kaseya have any liability for failing to meet Hours of Availability, a Response Time or Service Level. Agreement: The purchase and use of all Software and Services is subject to the Agreement as defined in Kaseya s Click-Accept Software and Service Terms and Conditions and the applicable EULA as updated from time to time by Kaseya at If Customer does not agree with the Agreement, please do not install, use or purchase any Software and Services from Kaseya. Continued use of the Software or Services indicates Customer s acceptance of the Agreement including the latest version of the Service Terms and Conditions and the applicable EULA set forth at Capitalized terms not otherwise defined herein shall have the meaning set forth in the Agreement. Term and Termination. The initial term for each Service Subscription is set forth in the pricing Documentation and the invoice. Upon the expiration of the initial term, the Subscription will automatically renew for successive renewal terms equal in duration to the initial term at Kaseya's then current fees. For month to month Subscriptions, either party may terminate any such Subscription, effective only upon the expiration of the then current term, by notifying the other party in writing at least five (5) business days prior to the expiration date of the current term. For all other Subscriptions, either party may terminate any such Subscription, effective only upon the expiration of the then current term, by notifying the other party in writing at least thirty (30) days prior to the expiration date of the current term. Technical Service Desk (TSD): The Kaseya NOC Team will accept inbound, -based service requests on Virtual-Management End Points (does not include in Virtual Monitoring and Add-On services). The service requests will be categorized as either Standard Requests or Project Requests. The following further defines the difference between Standard Requests and Project Requests. a. Standard requests These types of requests can be sent 24/7/365 to the Kaseya NOC Team. Standard Requests all have a defined time to start and an estimated time to complete. Standard Requests contains tasks that can be requested. You will be allotted 25 standard requests per month. These requests cannot be carried forward month to month. b. Project Requests - These types of requests can be sent 24/7/365 to the Kaseya NOC Team. Project Requests don t have a defined time to start or an estimated time to complete. These tasks often require proper planning and adequate scheduling from both sides. The tasks will fall within the expertise of the Kaseya NOC Team. You will be allotted 3 project requests per month. These requests do not accumulate month to month. Kaseya