Managed Technical Services Support Matrix

Device / Service	Supported Brands	Preferred Brands	Included Support	Quarterly Maintenance	Supported Services	Supplemental Services	Customer Baseline Requirements
End-User Support	N/A	N/A	All end user needs pertaining to Supported Services	N/A	Mainstream Office Applications, preapproved business applications, support on company issued devices, access to company sponsored resources. Limited to access, troubleshooting and administration.	Custom applications, non-company issued devices, any other applications not included elsewhere for this service.	N/A
Switches/Wireless	Mainstream managed switches	Fortinet	Minor configuration changes, monitoring, alerting and alert remediation.	Review device logs, configuration, performance. Review firmware version and schedule any needed updates. Backup configuration and update any pertinent documentation.	Troubleshooting, component or unit replacement for warrantied or customer acquired hardware, or management of such process with third parties.	Major upgrades, new device installation, physical relocation/recabling, destruction, data recovery after failure, investigative and remediation efforts due to security events, and other services not explicitly stated as included or a part of maintenance and support services.	Hardware needs to be currently supported by manufacturer/vendor and have access to firmware updates. Maintenance and BreakFix on hardware not vendor supported is provided at T&M plus incurred fees to acquire vendor support.
Firewalls	Fortinet	Fortinet	Monitoring, alerting and remediation of alerts. System administration for policy edits, security posture and account permissions changes.	Review device logs, configuration, performance. Review firmware version and schedule any needed updates. Backup configuration and update any pertinent documentation. Subscription validation.	Troubleshooting, component or unit replacement for warrantied or customer acquired hardware, or management of such process with third parties.	Major upgrades, new device installation, physical relocation/recabling, destruction, data recovery after failure, investigative and remediation efforts due to security events, and other services not explicitly stated as included or a part of maintenance and support services.	Hardware needs to be currently supported by manufacturer/vendor and have access to firmware updates. Maintenance and BreakFix on hardware not vendor supported is provided at T&M plus incurred fees to acquire vendor support.
Physical Servers	Mainstream servers	Dell, HPe	Monitoring, alerting and remediation of alerts. System administration for policy edits, security posture and account permissions changes. OS level patching based on defined schedule.	Review device logs, configuration, performance. Review firmware version and schedule any needed updates. Update any pertinent documentation.	Troubleshooting, component or unit replacement for warrantied or customer acquired hardware, or management of such process with third parties.	Major upgrades, new device installation, physical relocation/recabling, destruction, data recovery after failure, investigative and remediation efforts due to security events, and other services not explicitly stated as included or a part of maintenance and support services.	Hardware needs to be currently supported by manufacturer/vendor and have access to firmware updates. Maintenance and BreakFix on hardware not vendor supported is provided at T&M plus incurred fees to acquire vendor support.
Virtual Servers	Mainstream virtualization technologies	VMware	Monitoring, alerting and remediation of alerts. System administration for policy edits, security posture and account permissions changes. OS level patching based on defined schedule.	Review device logs, configuration, performance. Update any pertinent documentation.	N/A	Major upgrades, new device installation, hypervisor physical relocation/recabling, destruction, data recovery after failure, investigative and remediation efforts due to security events, and other services not explicitly stated as included or a part of maintenance and support services.	Virtualization technology needs to be currently supported by manufacturer/vendor and have access to updates. Maintenance and Break-Fix on virtualization not vendor supported is provided at T&M plus incurred fees to acquire vendor support.
Cloud Services	Mainstream Services	Mainstream Services	Monitoring, alerting and remediation of alerts. System administration for policy edits, security posture and account permissions changes.	Review service logs, configuration, performance. Review software version and schedule any needed updates. Update any pertinent documentation.	N/A	Major upgrades, new service installation, data recovery after failure, investigative and remediation efforts due to security events, and other services not explicitly stated as included or a part of maintenance and support services.	Cloud services need to be currently supported by manufacturer/vendor and have access to updates. Maintenance and Break-Fix on cloud services not vendor supported is provided at T&M plus incurred fees to acquire vendor support.