A managed service provider (MSP) is a third-party company that remotely manages a customer's information technology (IT) infrastructure and end-user systems. Small and medium-sized businesses (SMBs), nonprofits, global enterprises and government agencies hire MSPs to perform a defined set of day-to-day management services.

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As the IT infrastructure components of many SMB and large corporations are migrating to the cloud, with MSPs (managed services providers) increasingly facing the challenge of cloud computing, a number of MSPs are providing in-house cloud services or acting as brokers with cloud services providers.  A recent survey claims that a lack of knowledge and expertise in cloud computing, appears to be the main obstacle to this transition. 

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Benefits of a SLA Agreement: 

1. Improved Customer Experience

Customers who invest in a service provider are taking a risk—they are acting in good faith with the expectation that the provider will be able to meet their needs. The SLA provides these customers with a sort of safety net; knowing that should the provider fail to deliver on the agreed-upon services or otherwise fail to meet obligations, then the customer will have legally binding documentation to assist them in seeking restitution.  By managing expectations and giving customers some much-needed insurance, SLAs can improve the overall customer experience.

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2. Improved Employee Experience

The SLA will clearly explain who is responsible for what aspects of the service. This section should detail who is involved and who should be contacted regarding requests, questions, and so on.

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3. Established and Trusted Source of Information

In many ways, the SLA acts as a mediating tool, ensuring that everyone’s best interests are being met. It is something that can be trusted by both parties, acting as a source of reliable information relevant to service standards and other guidelines.

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4. Increased Productivity and Performance

The metrics established within SLAs offer their own internal advantages. With clear expectations, employees have a clearly defined objective to meet that guides their performance. This leads to improved productivity and increases personal accomplishment.

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CLICK HERE TO GET STARTED

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As Your Trusted IT Provider we're here to help with this process with a range of comprehensive support and maintenance listed below.

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• 24/7 Availability: We operate a staffed IT service center 24 hours a day, seven days a week. Upon request, we can provide 24/7 services.

• General Support for Businesses: Comprehensive IT services such as ongoing computer maintenance, helpdesk support, Windows and Office assistance, Linux, MAC, antivirus, Office 365 or G-SUITE services, hosting services, hardware and equipment sales, and licensing, including cloud services.

• Servers Hosted in Mirage and in the Cloud (Amazon/GCP/Azure): Ongoing setup and maintenance of cloud servers, user management in the cloud, CI/CD, database management, and virtual machines. Mirage IT has a modern and powerful server system and ability to leverage the giants in the cloud, such as Amazon, Google Cloud, and Azure.

• Information Security and Data Backup: Implementation of personalized security protocols, hardening of positions and servers to prevent unauthorized access, crisis management, damage recovery, and regular backups to ensure continued proper operation and prevent data loss.

• InfoSec and FIREWALL Services: Physical protection of network points and wireless networks, DNS filters, prevention of data theft, SSL inspection, network-wide antivirus updates, and user behavior monitoring.

• DevOps Services: Establishing development environments, CD/CI (Continuous Deployment/Continuous Integration), 24/7 monitoring and control services.

• Additionally, executing projects to set up and improve cloud development infrastructures, enhancing code management within the company, and implementing open-source development tools to achieve significant cost savings.

• On-site IT and DevOps services: As part of our company's services, we provide on-site IT, System, and DevOps professionals to work either full-time or part-time at the client's business premises, under our professional management and the client's supervision.

• Establishment of Physical Communication Networks: A comprehensive service that includes organizational network planning, subdivision into sub-networks, network load monitoring for performance improvement, and deployment of wireless access points to expand coverage. This service spans from the planning phase to the installation of physical infrastructures and logical configurations.

• Ongoing support and maintenance begin following the completion of the infrastructure alignment project and necessary upgrades at the start of the contract period.

 

Monthly comprehensive maintenance includes:

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• Establishment of a technological roadmap within the company, collectively and according to management objectives.

• Addressing all issues, providing answers to questions, and offering technological advice as needed.

• Support for company employees and PC users.

• Email maintenance, cloud services.

• Basic information security using existing client resources.

• Backup maintenance

• Printer configuration.

• Notifications of various service updates and their implementation.

• Interaction with external technology providers: communication service providers (Bezeq, Partner, etc.), equipment and hardware providers, etc.

• Support for organization-related mobile phones, email, synchronization, file synchronization, and more.

• Physical handling of communication networks (cable routing, network socket repair, etc.) additional cost for materials.

• Excluded from this proposal: on-site visits.

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Proposed and Recommended Endpoint Security Settings According to ISO27001 Standard:

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• Screen timeout block after X minutes? Yes 15 minutes

• Keep Encrypt HDD on Desktop? Yes + Save to Cloud+EGT

• Keep Encrypt HDD on Laptop? Yes + Save to Cloud+EGT

• Block USB drives? Yes

• Password Complexity? Yes [Min 8 chars, UPPER, lower, Num, Char]

• Password maximum age: 3 Months

• Remember last passwords? Yes 11 passwords

• Is local user NOT Admin? Yes

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Our suggested packages below can be customized for you:

 

Package A - Office of 10 employees

• PC or MACs

• Main system such as Office 365 or Google Workspace

• 1 Firewall

• Up to 2 servers (local or hosted) and/or cloud services.

• 5 monthly hours by retainer + 0.5 RMM tool package

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Package B - Office of 25 employees

• PC or MACs or Linux

• Main system such as Office 365 or Google Workspace, Active directory, SaaS system etc.

• 1 Firewall and extended network equipment (managed switch, APs), key card access system etc.

• Up to 4 servers (local or hosted) and/or cloud services.

• 10 monthly hours by retainer + 1 RMM tool package​

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Setup project for both packages:

• Discovery of network - 3 hours

• Basic setup: preparation of devices, setup RMM – 0.5 hour/device

• Extended Setup: Information Security standards – 0.5 hour/device

Additional Offerings for both packages:

• RMM tool: $99 per every 20 devices / month - Must for retainer.

• Sentinel One EDR: $12 / month / computer over 1 year commitment

• Mini SOC (Security Ops Center) - Monitor end user's network for alerts 24/7 

• (SentinelOne or EDR, Network equipment, critical logs): $25 per 5 monitored devices / month over 1 year commitment.