The Kyoni Maintenance and Support Service is designed for small and medium sized businesses who do not employ a full time IT manager or technician.

In most cases, these small and medium sized businesses only service their equipment when an outage or event occurs. The lack of regular and proper maintenance increases the risk and frequency of down time and system outages. Outages have a tangible cost (the cost of equipment/software repairs and emergency services) but they also have an indirect cost associated with the loss of productivity for the user community.

As a result, these organizations are often dissatisfied with their computing environment and/or the cost of maintaining and supporting that environment. Users in these businesses often are left without simple application and desktop support services as well.

Kyoni believes that there is a better approach to IT management!

Benefits

The Kyoni Maintenance and Support Service provides periodic IT maintenance and support services to organizations that would otherwise be without these critical services. It provides the necessary care for your IT environment and users at a fraction of the cost of a full time IT employee.

• Regular monthly onsite maintenance of critical equipment
• More stable and reliable server and workstation performance
• Less downtime and system outages
• Phone, web and email support
• Emergency response via remote access and onsite services
• Documentation of your IT environment and support request history
• Consultative advice for future technology growth and expansion
• Access to additional consulting services assistance
• Inexpensive and flexible packaged service offering
• Long term relationship with a service provider who knows your business and IT environment

Service Description

Kyoni’s approach recognizes that small businesses need a minimum level of regular maintenance and support at a cost that is not prohibitive. We have developed a packaged service offering and pricing model that can meet the needs of the average small or medium sized business.

Kyoni provides a standard packaged service that is priced based upon the number of servers and workstations (users) in your organization. The package includes regular onsite maintenance visits, coupled with the availability of phone and email support for your users.

Additional services (including hardware and software installation, migration and application development) that are outside of the packaged offering are available at a standard hourly rate.

Onsite Maintenance

Kyoni visits each customer on a monthly basis to perform systems management and maintenance tasks on a specified number of servers. Typically the service would address the application servers and file/print servers in the environment.

<!--[if !supportEmptyParas]--> Typical server maintenance tasks might include but are not limited to:

• Application Server Maintenance (Mail, Database, Web, etc.)
• Disk Maintenance
• Server Performance Monitoring and Analysis
• Network Monitoring and Analysis
• Server Log File Analysis

Additionally, the Kyoni consultant will visit briefly with users to address any workstation issues that they may be having, perform workstation maintenance tasks where necessary and answer support questions.

Offsite Support

Kyoni provides support for your users! Users have direct access to Kyoni’s Customer Support System. New support requests can be submitted via email or by visiting Kyoni’s website. Support ticket numbers are automatically generated and communicated to everyone involved. Continuous communication regarding each ticket is accomplished via email and ticket status is always available via Kyoni’s website.

Kyoni provides user support for products including but not limited to:

• Microsoft Windows (all versions)
• Microsoft Office Applications
• Microsoft Outlook
• Microsoft Internet Explorer
• IBM/Lotus Notes
• Anti-virus Solutions
• Kyoni will also provide support for advanced and/or custom applications on an as needed basis. This may include additional fees.

Packaged Service Fees ^(a)

The Kyoni Maintenance and Support Service is priced based on the number of servers and users that are to be maintained and supported. The pricing model was developed to maximize the value of the service at the lowest possible price.

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