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Managed Services – Outsourced IT & Facility Solutions

PTS Data Center Solutions (PTS) provides comprehensive Managed Services programs for clients in need of Proactive IT and Facility management and support.

The service includes 24x7 remote monitoring of client networks, servers, workstations, and applications with options for onsite and remote proactive maintenance, help desk, facility monitoring and management, and IT strategic guidance.

Most IT and Facility maintenance companies provide service using the traditional ‘break-fix’ model where the provider receives fees when the client network is in distress. Traditional service provider business models are based on getting paid when clients experience downtime & when they lose access to critical business services.

The difference with the PTS Proactive Support model is that we make money when client networks are up and running. With that in mind, it’s in PTS’ best interest to keep client IT infrastructure operating smoothly.

In addition, unlike other vendors, PTS can provide qualified technical staff to maintain and service both the IT and facilities assets within the enterprise. These integrated capabilities allow PTS to deliver comprehensive Managed Services solutions.

Does Any of this Sound Familiar?

IT issues, who owns the problem? Management involvement in IT issues Staff wearing the help-desk hat Downtime impacts on staff productivity No after hours support

Inability to deliver critical business services Incremental & incidental downtime adds up quickly Soaring or unpredictable IT Costs Limited or no budget for dedicated resources Facility issues impacting IT

Drive IT Performance, Eliminate Security Risks, and Extend the Life of Your IT Assets

By leaving your IT infrastructure unmonitored and unmanaged, it will eventually fail, leaving employees idle and impacting your ability to do business. This will cost thousands of $$$ through the loss of productivity, revenue, and client relationships.

With PTS Managed Services, we monitor your network 24 x 7 and take corrective action before you even notice service degradation or specific problems. This allows you to concentrate on your core business, leaving IT issues, technical support, patch management, and back-up management to us.

Our Managed Services options give you the option to have all of your IT needs managed without having to hire full-time computer technicians.

PTS Managed Services include: strategic management, planning, day-to-day network management, network monitoring, security & vulnerability scanning, troubleshooting, help desk, and other IT and Facility solutions & management support. PTS’ Managed Services programs fit within the Monitoring & Management and the Operations & Maintenance phases in the progression of the data center, computer room, or server room project process as defined by PTS.

Services that Uniquely Provide the IT Infrastructure Stability Required for Clients to Focus on their Business, not their IT!

Features	Benefits
IT Essentials	A state-of-the-art, remote monitoring system provides PTS with advanced notice about problems with client IT environments before they can affect the business
Workstation Essentials	Availability and Performance monitoring ensure company workstations are functioning optimally and efficiently
Data Backup Essentials	With backup being so important for businesses today, PTS remote monitoring service allows for greater piece of mind knowing that client backups took place when they were supposed to take place
IT Security Essentials	"Round the clock" security monitoring is constantly searching for weaknesses in the IT infrastructure
Data Center Facility Essentials	PTS leverages leading monitoring, management, and preventive maintenance solutions to confirm the facility infrastructure is properly supporting the IT network
IT Consulting Essentials	PTS Consultants deliver and review the health of client networks, outlining incidents and results at an executive level for business owners and management

3 Levels of Managed Services

Managed Services depends upon many factors including:

• Company and IT Infrastructure Size and Complexity
• Applications and Database Structures Used Within the Business
• Hours of Operation (i.e. 8 AM to 5 PM, 24 x 7)
• Budgets

PTS provides three distinct levels of Managed Services, each with a rich set of included and optional services. At a basic level PTS Managed Services offerings include:

Service Levels	Overview
Reactive Support	Provides 24 x 7 IT availability monitoring with problem identification. Potential IT issues are identified, categorized, and presented to the client for potential follow-up. Clients can choose to correct problems themselves or approve resolution by PTS technical staff. Who Should Consider? Clients looking for a low-cost monitoring solution and a team of IT experts on call for support issues.
Proactive Support	Includes all Reactive Support capabilities plus IT network, server, and workstation maintenance and management, IT essentials, data backup, IT security, help desk, and troubleshooting.  Who Should Consider? Clients needing a proactive IT maintenance and management platform and team to keep their IT infrastructure running at peak performance.
Comprehensive Support	Includes all Reactive and Proactive Support capabilities plus enhanced IT essentials, security, facility, IT consulting capabilities Who Should Consider? Clients in need of a fixed IT spend with significant real-time IT management requirements, 1 hour response times, performance management, and IT strategic planning needs.

Features	Reactive Support	Proactive Support	Comprehensive Support
24x7 IT Monitoring	Availability Monitoring Included	Included	Included
Onsite Maintenance of IT and Server Assets	Available at Standard Hourly Rates	Included	Included
Offsite Maintenance of Workstations	Available at Standard Hourly Rates	Included	Included
IT Essentials	Available at Standard Hourly Rates	Wireless Management, Application Monitoring, Asset Tracking	Proactive Support plus Performance Baseline & Virtualization Monitoring
Workstation Essentials	Available at Standard Hourly Rates	Included	Included
Data Backup Essentials	Available at Standard Hourly Rates	Management and Restores	Proactive Support plus Solution Monitoring
IT Security Essentials	Available at Standard Hourly Rates	Spy, Virus, Phishing Management	Proactive Support plus Vulnerability Scanning, Security Monitoring, Policies, Configs, Anti-spam
Data Center Facility Essentials	Available at Standard Hourly Rates	Available at Standard Hourly Rates	Available at Standard Hourly Rates
IT Consulting Essentials	Network Health Reporting	Network Health Reporting	Reporting plus IT Strategy Planning & Recommendations, Website Surfing Analysis, Network Traffic Flow Analysis
Remote Help Desk Support	Available at Standard Hourly Rates	Included	Included
Off Hours Support	Available at Emergency Hourly Rates (no guaranteed response time)	Available at Emergency Hourly Rates (4 hour guaranteed response time)	Some hours included with additional available at Emergency Hourly Rates (1 or 4 hour guaranteed response times available)
Troubleshooting	No guaranteed response time	Guaranteed 4 hour response time with next business day onsite support	Guaranteed 1 or 4 hour response time with same day onsite support

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