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6 Exhibit A <br /> Support Services Agreement 2022-2023 <br /> Concentric monitors certain core infrastructure components continuously using our remote support <br /> toolset. If problems are detected, labor to repair falls under"Minor IT Troubleshooting" below. There may <br /> be times where the cost to repair a component is greater than the cost to replace, and we will discuss <br /> this with you and recommend replacement if that situation occurs. We require that supported devices <br /> have active manufacturer support contracts (warranties) in place prior to the agreement starting. If <br /> needed, these support contracts can be included in the Third-Party Support Renewals section below. <br /> Cors Infi' afteture Maintentlnce <br /> 8etvlctt frequency: .: <br /> N/A contthme <br /> Server Monitoring <br /> • Monitor for issues that may arise. ❑ <br /> Backup monitoring <br /> • Monitor the success of the backups. ❑ <br /> Network Monitoring <br /> • Monitor routers and switches to confirm that network traffic is moving properly. ❑ <br /> Firewall Monitoring <br /> • Monitor security logs and configurations for suspicious activity. ❑ <br /> Workstation Monitoring <br /> • Monitor workstations for issues that may arise. ❑ <br /> Automated Maintenance <br /> • Automated maintenance and solutions applied to servers and workstations as follows: <br /> o Free disk space ❑ <br /> o Monitor and restart Windows Services(when appropriate) <br /> Patch Management <br /> • Monitor and manage patch levels to ensure desktops and servers are kept up to date. <br /> Schedule"off hours"or agreed upon time for system maintenance(includes server ❑ <br /> reboots)to apply system and hardware related patches. <br /> Application Monitoring <br /> • Monitor access to SCADA services, email availability, SQL Database,and Remote ❑ <br /> Desktop Services.. <br /> Endpoint Security <br /> • Apply a security management system to the network, including antivirus,antispyware, ❑ <br /> and anti-malware management. <br /> Performance Reporting <br /> • Provide monthly customized reports and overall network health. ❑ <br /> Minor IT Troubleshooting <br /> • Minor Remote IT Troubleshooting consists of providing remote/phone support for minor <br /> IT(not SCADA)issues that can be resolved remotely,generally related to software <br /> issues. Minor troubleshooting is defined as remote support services under two(2) hours ❑ <br /> and not needing an onsite visit. These services are included in the support contract. If a <br /> hardware or other similar issue requires a site visit to resolve,that work will be covered <br /> under T&M Services and billed separately for based on time spent. <br /> Project#220029.00 City of Decatur, IL <br />