Service Level Agreement

As anyone who owns and uses a computer knows, it has become a focal, ubiquitous, and unavoidable resource. The struggles of keeping computers and related products, in both the Home and Office environments, secure and operational are changing every day. New threats arise each day, while knowledgeable and experienced man power is becoming more and more scarce. The need to protect our network is advancing to new heights. Not only must we protect the perimeter (Firewall), but we must also protect each and every device (Pc, Laptop etc.) with its own Access Control and Anti Virus, in addition to many other newly discovered methods.

Unfortunately, it is very probable that it has happened to you; someone calls you or sends you an email claiming that you sent them a virus or spam. Why be a victim of such embarrassment when, with the proper precautions, you can make sure it never happens to you? Remember, it may be your personal or even your company's name at stake!

Not only are we inundated with keeping threats at bay, the reality is, we rely so much on the data we so strive to protect, yet we store our precious information (data) on computers vulnerable of data loss and corruption. Data loss can leave us out of commission and has many negative impacts on our business such as loss of productivity, loss of earning, loss of communication, and many others depending on the nature of the data we own. Therefore, it is imperative to have setup true-and-tested backup and disaster recovery procedures.

The process of Forming a plan, Execution on demand, Network supervision, Documentation and support, Information and Research, and Optimization (FENDIO) has become more and more necessary in order to stay secure, operational, and achieve business continuity. It is a process of being Proactive about your network, rather then waiting for a fire to burn and then put it out. Furthermore, it is no longer enough to simply setup the security infrastructure. Nowadays it is crucial to Audit and Enforce the policies set in place, in a recurring scheduled interval, if one is to achieve true up to date secured state of mind. Most people today do not have sufficient time and knowledge to successfully implement all facets required to achieve proper Security and Business Continuity. IT (Information Technology) Service Level Agreements (SLA) is made to assure that qualified professionals would carry out the process of FENDIO. Furthermore, it is a way to assure proper business methodology between end users and their service providers. In any SLA, both parties agree on the scope of requirements that are expected within the SLA. Such agreements may cover topics ranging from technical details of Disaster Recovery, to an agreed price for the proposed SLA.

Forming a Plan

  1. The planning stage is achieved by both sides expressing their needs, requirements, concerns, wishes, and anything else necessary prior to agreeing on the SLA. At this point, FENDIO is expected to demonstrate the options available to the client and the details of each SLA.
  2. FENDIO will research all that was discussed in step one that is out of the norm.
  3. At this point, both sides agree on procedures such as:
    1. Security implementation
    2. Disaster recovery
    3. Ticket submission for reporting support issues
    4. Response time expected by FENDIO
    5. Services included within the SLA chosen
    6. Once agreed, both sides review the final results and agree on the SLA.

Execution on demand

After an SLA has been chosen, FENDIO will begin executing everything incorporated within the SLA.

  1. Put into operation the network infrastructure.
  2. Set up all the software installations.
  3. Employ the backup and disaster recovery design.
  4. Put into practice all security measures.
  5. Educate the customer on their newly implemented services and support procedures.

Network Supervision

Once in place, monitor all hosts and devices for availability and uptime.

  1. Check for successful backup operations.
  2. Observe performance counters under desired conditions (minimum two weeks). These measurements would then be used to compare to at times of poor performance.
  3. Make available a web accessible view of the status of all hosts and backup jobs.

Documentation and Support

  1. FENDIO will generate documentation on the entire infrastructure and configuration of hardware, software, as well as anything else involved within the SLA.
  2. Provide for support on all products and services that would be added to the overall infrastructure.
  3. Carry out Punctual response within the agreed response time of the SLA.

Information and Research

  1. Customers can rest assure that we are always researching new technologies and methods to keep their investments secure.
  2. We are always researching new vulnerabilities and outbreak of worms and viruses, so that we can respond preemptively to any threats. Should a problem occur, we would be more prepared to deal with the situation.
  3. It is also our responsibility to research any request made by our clients for new products and services.

Optimization

  1. Preserve and optimize all the network and hardware functionality and security.
  2. Examine and optimize all the software installed for proper functionality.
  3. Analyze and optimize the backup and disaster recovery procedures.

Bottom Line

At Fendio we know you are good at what you do and have no time to spend on your network and security concerns. We specialize in making your business process work better. Utilizing our automation techniques, we ensure all your systems are up and running all the time.

All of our services are monitored 24/7 and you can view the status in a standard web browser. You can see reports on Backup jobs, Host uptime, Web traffic, Email usage, etc.

Hours of Operation

Our hours of operation are Mon - Fri 9am-5pm. This excludes all American and Jewish holidays where is considered an off day. We also work on weekends but on a flexible schedule. It is up to the customer to look at our calendar, posted on our web site, to observe official holiday days.

Demonstrate capabilities

The following is a brief declaration on the infrastructure, capabilities, and business ethics of FENDIO in regards to providing IT services.

Key Points

  1. We have a resilient and redundant, load balanced network infrastructure in place to assure 24/7 availability for our entire Internet based services. This includes multiple Internet lines from different ISPs. Load balanced web and email farm, ensuring that a failure of any one server will not disrupt any services.
  2. We have certified knowledgeable professionals with over six years of experience in the IT field.
  3. We are constantly adding new features to our complete line of services.
  4. We have associated our selves with many peers in the industry, enabling us to grow and respond to our client's needs with more diversity. An example of such association is with an Indian based application programming and development company, iAntz Solutions - India, outsourcing development for a fraction of the widely accepted cost at an amazingly efficient and functional value.
  5. We understand the responsibility placed upon us and therefore react with the utmost diligence and punctual manner.
  6. Each contract will have a designated IT professional dedicated to the needs of the customer.
  7. We do not make any profits on hardware, unless we custom build it, or 3rd party software. We only charge for our time and services.