Infrastructure Management

Our Infrastructure Management Services (IMS) are targeted for our mid-market and enterprise clients who have fairly complex network infrastructure environments. Our services deliver 24x7 monitoring, maintenance and management by experienced administrators of all network devices such as switches, firewalls, routers, WAN optimization devices, Wireless Application Protocol (WAP) and VoIP devices. Transcend United’s remote IT monitoring and management services for our Network & Data Center Infrastructure practice are designed to reduce the total cost of ownership by delivering improved performance and reliability with on-going reporting.

Infrastructure Management Services, from Transcend United, are designed to bridge that gap between the constraints of time and resources, and the customers’ demand for high performance IT services. Our flexible and affordable selections of services enable you to leverage your infrastructure environments more efficiently and cost-effectively, from business-critical application performance monitoring and maintenance, to service desk and network convergence. When it comes to mission-critical IT delivery, we know what’s at stake. Transcend United will provide the resources you need to ensure availability, functionality, reliability and redundancy, around the clock and around the world.

There are two levels of Infrastructure Management Services –GOLD and PLATINUM. Our GOLD plan delivers monitoring and alert triaging, notification of system updates, configuration backup of network devices, and reporting via a secure web portal. Our PLATINUM plan adds another layer of services focused on deep remediation/ troubleshooting, problem reporting and coordination with Cisco TAC and ISP Vendor Management. All services are delivered through certified professionals and ITIL based processes in our Network Operations Center (NOC).

IMS Services Matrix

MID-MARKET SERVICES FOR SERVERS AND NETWORK	GOLD	PLATINUM
24 x 7 Monitoring of Windows Server (Availability, Performance, Services and Event logs), Network Devices and backup processes
Alert Validation & Escalation
Verifying Completion of Backup Jobs
Standard Operating Procedures(SOPs)-based Initial Remediation
ISP Vendor3 Escalations for Link Downtime
Anti-virus Definition Updates Validated
Windows Patch Management Per Customer Approval
2-way Integration with Autotask/Connectwise or Access to Portal for Case Tracking and Metrics Reports
Executive Dashboard (web portal), On-Demand, Weekly & Monthly Reports
Monthly Health Checks for Active Directory and Exchange
Troubleshooting & Full Remediation
Vendor Tech Support for Further Troubleshooting and Full Resolution
Move, Add, Change (MACs)4

Supported Technology in IMS