Systems Support Services:
Systems Support Services are provided in limited areas are usually restricted to those customers who also have Web Hosting, Mail Hosting or other Internet Related Services.
Systems Support is available for Corkscrew hosted services. In some instances Systems Support may be available where Remote Internet Access is available and reliable. In some locations support may be fulfilled by an affiliate company.
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1. Definitions
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SYST00 Def1
Systems Support Services - General Definition
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System Support Services covers the Software environment which makes up the total IT systems of a customer. Typically this will involve the Operating Systems of Computers which make up the IT complex of the site.
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SYST01 Def2
Systems Support Services - Requirements
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Systems Support Services will require remote access, so a permanent Internet connection is required before any service can be performed.
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SYST02 Def2
Systems Support Services - Software
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Systems Support Services requires that all Software be Licensed.
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SYST03 Def3
Systems Service - Services - License
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Systems Support Services will NOT be available for Systems which are not fully licensed.
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SYST04 Def4
Systems Service - Services - Out Of Scope
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Systems Support Services which are a result of, or are caused by, the use of unlicensed Software will have additional billing.
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SYST05 Def5
Systems Service - Services - Scope
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Systems Support Services are available only for Windows Server 2008, Windows 7+. Support is not provided for older Windows systems.
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SYST06 Def6
Systems Service - Services - Applications
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Systems Support Services are available only for all current Microsoft Applications including SQL Server, and Office 2013. Support is not provided for older Microsoft Applications.
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SYST07 Def7
Systems Service - Services - Not Supported.
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Systems Support Services are not available for non-Microsoft Operating Systems. Support for non-Microsoft Applications is available for selected products.
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Systems Support Services.
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2. Available Systems Support Services Options
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SYST11 RM
Systems Support Services - Remote Monitoring
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Systems Support Services - Remote Monitoring of Systems Operations.
Includes: Events Logs, Defender, Log Files, Fragmentation and more. Problems are researched and corrected.
2hours per month or 8 support tickets [minimum 15 minutes/ticket].
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US$10/Mo
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SYST18 ME
Systems Support Services - Mail System
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Systems Support Services - Mail System
Includes: Monitoring and Management of Local Mail Services.
Requires Software Support Tools [Mail Enable]
2hours per month or 8 support tickets [minimum 15 minutes/ticket].
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US$10/Mo
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Hardware Support Services:
Hardware Support Services are no longer offered to new customers effective 1 Jan 2014.
Hardware Support Services are provided in limited areas, usually restricted to those existing customers who also have Web Hosting, Mail Hosting or other Internet Related Services.
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1. Definitions
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HW00 Def1
Hardware Service General Definition
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Hardware Support Service covers Computer Equipment, Peripherals, Cabling, UPS, Scanners and similar related equipment which generally makeup a customers computer installation.
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HW01 Def2
Hardware Service - Computers
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Computers will generally be defined as the boxes, racks or packages which contain the central processing unit[s], memory, controllers, storage devices, power supplies which function as a single unit.
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HW02 Def2
Hardware Service - Peripherals
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Peripherals will generally be defined as the units which are in some way attached or connected, either physically or logically, to the Computers. Devices may include Monitors [both CRT and LCD], Keyboards, Mice, Scanners, Printers, WebCams, UPS, Sound Systems etc.
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HW03 Def3
Hardware Service - Network Devices
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Network Devices will generally include items such as Routers, Modems, Cabling Systems, Racks, Patch Panels etc used to physically or wirelessly connect computer systems. Support stops at the provided WAN Cable connection.
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HW04 Def4
Hardware Service - Excluded Items
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Non-commercial products are excluded from Hardware Support Services, unless otherwise specifically identified. Products which do not fall within the scope of production items MAY be covered following a certification inspection.
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Hardware Support Services.
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2. Hardware Support Options
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HW11 CT
Hardware Support - Basic Services
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Hardware Support Services are provided on an Hourly basis. The standard unit of service is 1 hours per month or 4 support tickets [minimum 15 minutes/ticket].
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US$50/Hr
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Out-of-Scope Support Services:
In addition to providing Web Hosting, Mail hosting and AutoResponder Hosting services, customers sometimes request additional support which is beyond the scope of standard support. These Out-Of-Scope requests can be covered by a variety of plans as stated in this Support Services section.
The Out-Of-Scope Support Services are NOT on-site support services, but to provide remote support for incidents..
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1. Definitions
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SUP00 Def1
Out of Scope Service General Definition
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Out-Of-Scope work covers problem resolution of indicents beyond the control of Customers or Corkscrew and usually indicates an issue which is not located within the premises or jurisdiction of either party.
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SUP01 Mail1
Out of Scope Service - Mail Systems
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Out-Of-Scope Mail Support.
Resolution of problems of recipient customers not managed by Corkscrew
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SUP02 Mail2
Out of Scope Service - Mail DNS
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Out-Of-Scope Mail Support.
Resolution of problems of recipient domains related to DNS, PTR, Validation, SPAM Block etc.
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SUP03 SW
Out of Scope Service - SW Infrastructure
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Out-Of-Scope Software Infrastructure Support.
Includes issues related to Software Licensing, Infrastructure and related issues.
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SUP04 Web
Out of Scope Service - Web Related
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Out-Of-Scope Web Support.
Includes issues related to security breach by Customer, other controllable security issues.
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Out-Of-Scope Services.
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2. Support Options
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SUP11 CT
Out of Scope - Contract
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Out-Of-Scope Support for Contract Customers.
Customer must have an existing WEBxx or MAILxx contract.
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US$50/Hr
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