CRS Technology is committed to delivering outstanding service and support to our customers. We specialize in providing Information Technology (IT) solutions to small businesses. CRS Technology’s experienced systems engineering staff brings state of the art technology resources to the market. Our experienced technical team is trained and certified in multiple disciplines including Microsoft, Cisco, Citrix, Avaya, HP, and many others.
Our technical team is professional, up-to-date
with business technology, and most importantly able to interact
with you and your staff in a personable and businesslike
manner. We assign a primary and a secondary systems engineer
to handle your account and schedule weekly or monthly on-site
support to keep your network running smoothly and at optimum
performance levels.
As an added benefit to our premier clientele, we have designed a Contract Services program to address the on-going needs of your information management systems. This is a very proactive approach to identify possible problems before they impact daily business activities.
We customize all of our service contracts to uniquely meets the needs of our clients. You and the CRS team will develop your support plan based on the needs of your business. Some and/or all of the following Standard CRS Contract Services will be included. They are as follows:
- Certified CRS Technology Systems Engineers will perform the following as required:
1. Onsite Network Maintenance and Monitoring:
• Apply Virus Definition updates as needed • Deploy service packs and security updates to network computers and servers • Verify network security provided by firewall • Monitor internet connectivity from CRS Technology’s office
2. Remote Network Monitoring and Maintenance:
• A remote support checklist will be compiled by the lead engineer on your account. A CRS Technology engineer will remotely connect into your server(s) and perform the tasks on the remote support checklist on a daily/weekly/monthly basis.
• Remote support checklists include a baseline check of:
- • Server event logs
- • Tape backup logs and backup job configuration
- • Antivirus updates
- • Server hard drive space
- • Server processor and RAM utilization
• Remote support checklists will be customized per client to include checks of such things as Microsoft Exchange services, SQL services, terminal services and other industry specific applications. Remote support is billed at the client’s contract rate in 15 minute increments.
• Additionally the customer my choose to purchase a network monitoring solution, What’s Up Professional 2006 which will be configured to monitor the items on the remote support checklist on a 24/7 basis and will notify CRS Technology if any errors or problems occur.
3. After Hours Server Updates and Reboots:
• A weekly schedule will be established with the customer for a CRS Technology engineer to connect into their server(s) after hours to apply Microsoft Windows updates and reboot the server(s). This allows CRS Technology the ability to ensure the servers are up to date with the latest security patches and updates, while not having to impact the client’s productivity by taking down the server during business hours.
4. Server Maintenance:
• Verify successful tape backup • Performance optimization • Event log review to catch problems early
5. Workstation Maintenance:
• Performance optimization • Spyware, Adware and Virus removal • Hardware repair as needed
6. Help Desk and Remote Support:
• All support requests received by CRS Technology (via email or phone) are passed by our full time help desk engineers in order to provide quicker resolution to issues which can be resolved remotely.
• As a CRS Technology Contract Services client, you will receive priority over non-contract clients in the help desk queue.
7. Consulting Services / Projects
• The client may choose to apply the hourly commitment to any CRS Technology service, with the exception of web site design, hosting and maintenance. Please see the attachment for the recommended list of services to be performed on an on-going basis. To help provide continuity for the client and CRS Technology System Engineers, a network diagram and service log will be maintained at the client’s location. Additionally, technology planning, consulting and project management services are available.
Optional CRS Technology Contract Services:
CRS Technology also offers the below contract services in addition to the above standard contract. Clients may wish to add all, some or none of the below services. Please circle the services you wish to have performed in addition to your regular contract services.
1. Online Backup Services:
• CRS Technology offers its clients the ability to securely backup its data to an offsite facility on a daily basis overnight. The online backup software is installed at the client’s site and is configured to backup all business critical data so in the event of a complete catastrophe, the data can be restored to another server. The online backup service is meant to be a compliment to the recommended daily tape backup solution and provides piece of mind in the event of tape backup failures.
• Pricing for the online backup service is provided at a fixed monthly fee based on the client’s backup size requirements. If interested, CRS Technology will provide you with a separate document outlining the fee structure and service details.
2. Disaster Recovery Planning:
• CRS Technology has developed a disaster planning and recovery solution which is being implemented for several key clients. The disaster recovery solution includes the need for offsite redundant servers which are hosted at a secure out of state facility with redundant backbone connections to the Internet. Servers from the client’s site can be replicated to these offsite servers in real time and in the event of a catastrophe, the client can continue to work using terminal services or Citrix off their remote servers.
• CRS Technology will work with the client to determine the disaster recovery needs and pricing for the appropriate software and hardware to provide the required redundancy. Research, planning and installation time will be billed at the client’s contract rate.
3. Network Security Evaluations:
• At the client’s request, CRS Technology is able to provide the client with a complete analysis of the customer’s network security. The analysis will include firewall, server, wireless and workstation devices as well as an examination of policies on the network such as password policies and Internet usage policies. The analysis is based on industry standard best known practices for network security.
• Based on our analysis, CRS Technology will provide the client with recommendations on how to improve the security infrastructure and costs associated with implementation.
- An additional benefit to being a contract client is a labor rate reduction
- • CRS Technology offers a variety of service contract options. The plan you select will be based on the size of your organization, your prior service history, your specific needs and your budget. Once you select a plan, you will be billed for only the actual number of hours used at the agreed upon labor rate.
- • Your firm will have improved scheduling and on-going access to the System Engineering (SE) team assigned to your account. Routine maintenance and projects will be given priority status. NameOfClient and CRS Technology will outline a specific process and schedule to best meet the needs of the customer. Please see the attachment for the recommended list of services to be performed on an on-going basis.
- • End users will have help desk support M-F 8:30 am to 5:00 pm. This typically is by phone or remote access. Help desk support is billed in 15 minute increments. Additionally technical support is available to contract clients on evenings, weekends and holidays. All evening, weekend and holiday calls for service are responded to within 30 minutes.
- • CRS recommends a combination of remote support and scheduled onsite service. An appropriate schedule will be tailored for your needs.
Electronic work orders will be completed for each service activity performed. The minimum hours per contract level will be billed for specific and agreed upon services (remote/phone/onsite) performed. Also your firm will be billed at the contract rate for any additional services and/or labor performed that month. Clients are billed for the actual number of hours used per month at the agreed upon service contract rate.
With a monthly service contract you will receive improved scheduling, discounted rates and an assigned technical team to support you. Additionally, service contract clients benefit from a consistent, proactive approach to network support and maintenance.
When your business needs professional Information Technology
services without the burden of a full-time computer network
technician, consider a service contract with CRS Technology.
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