| 3-Tier
Approach |
| Dynamic
Biz Solutions follows a 3-tier concept
to help clients identify the support
requirement. |
| Tier 1 Support: |
Provides basic application
software and/or hardware support. |
| Tier 2 Support: |
Provides more complex support
on application software and/or
hardware. |
| Tier 3 Support: |
Provides
support on complex hardware
and operating system software
and usually involves certified
systems engineers. |
|
|
 System
Administration: |
Regular
System administration services that
include updating security patches,
software installation, configuration,
setting up new users, add services,
detection of defaced web pages, identify
intrusion attempts, reboot crashed
systems, repair systems, installation
of firewall, web, email and DNS. |
|
| 24/7
Support |
Dynamic
Biz Solutions, LLC can provide you
with 24 hour, 7 days a week, year
long monitoring of your critical Microsoft
Platform, Unix/Linux and AS400 systems.
And in unison with our helpdesk we
are always there. Most services will
be conducted remotely, but we can
also dispatch one of our knowledgeable
technicians to your facility in order
to get your system up and running. |
| |
| Managed
Services |
Dynamic
Biz Solutions provides support for
network, communications, data center,
server monitoring and technical assistance
as well as business continuity and
disaster recovery services for Production
and Development server environments. |
| |
| Monitoring
Services: |
Dynamic
Biz Solutions, LLC can provide a vast
range of monitoring services. These
services include:
Fault and Performance Monitoring
- Dynamic Biz Solutions will monitor
24x7 life state events on devices' success/failure.
The monitoring service includes critical
event notification, connectivity monitoring,
service functions and functionality,
monitoring event based logs, and system
performance statistics.
Performance
and Availability Reporting -
Reports on actual service levels achieved
will be provided to the Client on a
monthly basis. This will cover each
service component delivered and the
performance achieved compared with target. |
| |
| Service
Review Meetings - Service Review
meetings may be held as requested by
the client. The issues to be covered
will include (as applicable): |
 |
Service performance
levels |
|
Support performance levels |
|
Installation performance |
|
Equipment issues |
|
Systems issues |
|
Compensation issues |
|
Administrative Issues |
|
Security Issues |
|
Proposed Changes |
|
| |
Incident
Validation - When events occur,
Dynamic Biz Solutions will confirm
the alarm by executing advanced validation
activities and will gather pertinent
analysis and isolation detail by extracting
log file content and tracking system
resource metrics. Notification will
include additional analysis information
(e.g. - log file content, possible
cause) when available.
Incident Remediation - Dynamic Biz Solutions assumes responsibility
for resolving application incidents
when possible. This includes making
configuration changes, restarting
processes and escalating incidents
to vendors to obtain patches and bug
fixes. Dynamic Biz Solutions will
be responsible for notifying the client
when an incident occurs and will have
exclusive access to the server while
the incident is being diagnosed and
triaged (unless otherwise agreed to
be both parties). Client is responsible
for and providing Dynamic Biz Solutions
sufficient access to their equipment
and systems to perform incident remediation.
Vendor Management
Information - Dynamic Biz Solutions
uses Vendor management information
when it is necessary to escalate incidents
to vendors for incident remediation
on behalf of the End User. Client
is responsible to purchase service
contracts and authorize Dynamic Biz
Solutions to call on their behalf
in order to perform incident remediation. |
