MANAGED SERVICES

Remote monitoRing AnD mAnAgement

DoCUmentAtionAnD SeRviCeS

gUiDe

ContACt US: 800.677.1919

info@millenniuminc.com

millenniuminc.com

One Point of Contact. Endless Possibilities.

Network Infrastructure Network devices such as routers, switches, fi rewalls, VPN appliances, Wireless Controllers, Fabric switches etc., from vendors such as Cisco, Juniper, Brocade, HP, Sonicwall, Bluecoat, Netscreen, Barracuda etc.

Virtualized Infrastructure VMWare, Citrix, Xen and Microsoft virtualization platforms including desktop and application virtualization

Storage Infrastructure SAN, NAS and unifi ed storage devices from vendors such as EMC, DELL Equallogic, HP and NetApp.

Converged Infrastructure & Private Clouds NetApp Flexpod, VCE Vblock, and EMC VSPEX

Public Cloud & Hybrid Infrastructure Amazon Web Services, Rackspace, and IBM SmartCloud

Unifi ed Communication Cisco Unifi ed Communications – hardware voice gateways, IP phones and switches, software such as UCM, Contact Center, Cisco Unity. Microsoft Lync – all server roles such as Edge, Front end, Mediation and Backend servers, and ShoreTel – unifi ed communications platform hardware which includes ShoreTel’s Voice switches.

Database Management Comprehensive support for MySQL, MSSQL, Oracle, PostgreSQL and Mongo databases.

Application Management Email applications such as Microsoft Exchange, Microsoft Active Directory and Blackberry. Web servers such as IIS, Apache, and Tomcat. Application servers such JBos, Oracle Weblogic. BDR applications such a Symantec Backup Exec, Axcient, VaultLogix, Datto etc. and other applications such as Microsoft SharePoint.

Server Management Supports a wide range of servers including Microsoft Windows Servers, Linux based servers, IBM AIX and Power servers, Dell PowerEdge servers, Solaris and HP Compaq Servers.

ABOUT RMM SERVICESMillennium’s RMM provides a suite of remote infrastructure management services to our clients. Remote management services include the monitoring and management of servers, networks, virtualization, storage, private & public clouds, applications, VOIP, and a wide array of other devices and technologies. RMM services are delivered 24/7 by experienced, certifi ed technicians from our NOC (network operations center) that uses enterprise-class technologies and follows proven ITIL processes to deliver continuous uptime to our client environments.

Remote monitoRing & mAnAgement

CONTACT US: 800.677.1919

info@millenniuminc.com

millenniuminc.com

One Point of Contact. Endless Possibilities.

ITOP Platform (Monitoring, Management, Tickets, Session Recordings, Remote Console, Reports, etc.,) Executive Dashboard (Web Portal) On-Demand Weekly and Monthly Reports

24 X 7 Monitoring, Alert filtering, & Alert Priority from ISO27001 Certified NOC

Alert Validations using Runbook Automations (RBA)

Alert & Incident Prioritization With Multi-level Escalations

Bundled Antivirus: VIPRE Business Premium Edition

Patch Rating Service, Patch Failure Alerts

Patch Installations & Antivirus Definition Updates For Supported Antivirus Products

Standard Operating Procedures (SOPs) Based Initial Remediation

Configuration Backup Of Network Devices As Applicable

ISP Vendor Escalations & Follow-up

Firmware Upgrades As Required or On Request Basis

Troubleshooting And Full Remediation

3rd Party Vendor Escalations for Further Troubleshooting And Full Resolution Of Configuration Issues

Root Cause Analysis Of Critical Issues

Move, Add, And Changes (MACs)

SCoPe of SeRviCeS

One Point of Contact. Endless Possibilities.

• Resolution SLAs are void for those cases that are escalated to vendor tech support / hardware vendor / ISP / third party vendors

• Resolution SLA is calculated from the time ticket is assigned to the troubleshooting team (L2 / L3 / CoE)

• Resolution SLA timer is paused during the following ticket statuses: (a) “On-Hold” (b) “Under Observation” (c) “Resolved”

Priority Response Time Priority Defi nitions

P0: Critical 15 Minutes

This is an emergency condition that signifi cantly restricts the use of an application, system, network or device to perform any critical business function. This could mean that several departments of the client are impacted.

P1: High 2 HoursThe reported issue may severely restrict use of an application, system, or device in the network. This could mean that a single department is impacted but the overall network and servers and functioning.

P2: Medium 4 HoursThe reported issue may restrict the use of one or more features of the application, system, network or device, but the business or fi nancial impact is not severe.

P3: Low 12 HoursThe reported anomaly in the system does not substantially restrict the use of one or more features of the application, system, network or device to perform necessary business functions

SeRviCe LeveLAgReementS

One Point of Contact. Endless Possibilities.

Service Level MAC

Operating System:Windows Server 2003, Windows Server 2008, CentOS, Debain, Redhat, Ubuntu, SuSE, AIX, Solaris

Workgroup EnvironmentsUser creation/Edit/delete, password reset

P1: High Active Directory ServerWindows Server 2003, Windows Server 2008

User IDs: Create/delete/edit and password resetLock/Unlock user accounts, GPO changes to the usersAdding/removing the users to the different DLsNetwork share permissions

Microsoft Exchange ServicesMicrosoft Exchange Server 2003/ 2007 / 2010

User mailbox creation/deletion and password resetsCreating / deleting DLs/GroupsAdding/removing the users to the different DLsMailbox quota: Add/modify mailbox quota

Blackberry Server ServicesBlackBerry Enterprise Server / Express

Create/delete BlackBerry user accountErase a Blackberry deviceMove users to different BlackBerry Server in same BB Domain

Terminal Server/ Remote Desktop ServicesWindows Server 2003, Windows Server 2008

Adding / Removing Users in local groups on Terminal server

Virtualization Services : HypervisorsVMware ESXi and ESX Hypervisor, vSphere , Citrix XenServer, Hyper V

User Management – Move, Add and changes User Management – confi guring AD authentication, removing user access, providing Role Based Access Control etc

Virtualization Services : Virtual App/DekstopVMware View, Citrix XenDesktop/ XenApp, Microsoft VDI/Virtual APP

Working with XenDesktop Policies - Includes creating policies, confi guring settings, applying XenDesktop policies and applying policies to connections

Database Services : SQLMicrosoft SQL Server 2005, 2008MySQL Database 3.x, 4.x and 5.x Standard, Enterprise

User creation, Edits and Password reset

Database Services : Oracle DatabaseOracle 8i, Oracle 9i, Oracle 10g, Oracle 11g Real Application Clusters(RAC) , Dataguard, Grid control and Automatic Storage Management (ASM)

User Creation, EditsPassword Change

Network Infrastructure ServicesSwitching, Routers, Wireless Access Points, Firewall/Security, Wireless

VPN user MAC requestsExisting VPN Tunnel parameter tuningSSID changes on WAP device

Unifi ed CommunicationsCisco, Microsoft Lync, ShoreTel

Create user accounts and assign rolesCTI route point Delete, Move, Add & Changes (DMAC)DMAC of DNsCall Group DMACs (IVRS Management (system level))

Data Center Practice- Cisco UCSUnifi ed Computing System (UCS)

Confi gurations for Administrative Access, Call Home, AAA, TACACS, LDAPService Profi le Management: Create / Modify / Delete/ assignment)Move, Add and Changes(MAC) for VLAN, VSAN Management, Authentication confi gurations, User and DNS Management

Storage ServicesEMC, NetApp, DELL, HP

Create / modify / delete users, groups and user permissions

USeR moveS, ADDS, AnD CHAngeS (mACs)