• 20 field engineers certified in VMWare, IBM, Lenovo, Cisco, Red Hat, and Microsoft technologies Retainer fee for standard contract covers: • Single point of contact • Service level agreement • Vendor and procurement management • Daily review of servers notifications • On boarding / Off boarding (server side) • Advisory services (up to 4 hours per month) • 2 server checks of 2 hours each per month ∞ 4-hour response time Discounted intervention rate covers: • Off-site and on-site interventions on all services ∞ ISO 9001:2008 certified Solutions Optional: • Remote, active, pre-emptive systems monitoring • Top up on retainers fee for gold service level agreement • Top up on retainers fee for extended hours or • 24 X 7 stand-by and support. Bundle of prepaid hours (silver or gold) • Single point of contact • Service level agreement • Review of notifications on a daily basis • On boarding / Off boarding (server side) • 2 hours server checks per month • Desktop, server and network support • Database administration services • Response times 8 working hours for silver and 6 working hours for gold Discounted intervention rate covers: • Additional interventions charged at discounted rates Optional: • Additional hours; extended hours support • After office hours and 24 X 7 stand-by and support MANAGED SERVICES Has your business grown faster than your IT team? PTL’s Managed Services package provides comprehensive IT services and support to relieve you of burdensome technology matters. That way, you are able to focus on serving your own customers better and winning new ones. Acting as a single point of contact, PTL’s team of experts is able to provide a wide range of technology-related services to reinforce your IT capabilities, fill technology gaps, and even collate the data you need to submit business proposals. The Managed Services portfolio includes: IT & SECURITY EXPERTS Nineteen Twenty Three, Valletta Road, Marsa MRS 3000, Malta. T. (+356) 2144 5566 E. [email protected] www.ptl.com.mt PTL is part of PTL International, a subsidiary of Hili Ventures. - Vendor management Hardware support IT security Data base administration Server services Business continuity and many more PTL’s Managed Services package is tailored according to your requirements, no matter the size of your business or the sector in which you operate. Our Services Consultation Backed by years of experience in several industries, PTL delivers best practice and industry standard procedures. We provide assistance in IT security compliance, design and implementation of IT infrastructure, project management, IT strategic planning and budgeting and risk management. Single point of contact PTL’s service desk will receive your call and provide initial assistance. The call is escalated to PTL’s specialists to provide remote support or schedule a site visit. Desktop support PTL’s support includes; PC, laptop and tablet installation, installation of local and network printers, connecting devices (laptop, printer, etc.) to client’s domain, operating system configurations (Windows, Linux, iOS and Android), configuration of shared drives and configuration of VPN’s to allow users to connect to client’s office, installation and configuration of desktop backups, antivirus, spam and malware removal and prevention, installation of standard packages and third party software. Vendor management Procurement management PTL collates information for requests of interest and produces detailed, project-specific documentation. PTL invites service providers to submit their proposals to the client. PTL supports clients to derive the best value from software licensing investments. Lockdown Windows and Linux Servers, routers and firewalls. Application of group policies to enforce password policies, screen savers and incorrect password lockout. Documentation PTL provides network diagrams and documentation including hardware and software inventory, documentation of group policies and maintenance plans. Application support Third party application support (as agreed with the client’s software application vendor). Network operations centre tasks Establishment of agent-based server and network equipment daily reports. Remote monitoring of server room environment. Backups monitoring. Remote monitoring of antivirus consoles. Business continuity / disaster recovery Hardware support Cleaning of PC’s, laptops and printers, hardware inspection and repairs. PTL coordinates services with other providers including telecom carriers, hardware vendors and office equipment suppliers. Network and server security lockdown Database administration Support on MS SQL, Oracle MySQL, DB2 and Informix. PTL establishes maintenance plans and optimization services.. Set-up and testing of business continuity and IT recovery plans. PTL draws up procedures and documentation in case of crisis management. Network infrastructure Network design, cabling, CAT 5 and CAT 6 certifications, provision and installation of data cabinets. Termination in CAT 6 patch panels and outlets for both data and voice. Installation and configuration of modems, firewalls, routers and switches. IT security PTL provides network penetration surveys and network vulnerability scanning. Servers Hardware installation including firmware upgrades, configuration and maintenance. Installation and maintenance on VMWare and Hyper-V environments. Installation and maintenance of operating systems such as Microsoft, Linux and AIX. Support on active directory. Setting up, maintenance, testing and validation of backups. Daily, weekly, monthly, and periodical server checks. On boarding and Off boarding of users Active directory accounts creation, enabling and disabling and deletion. E-mail accounts. Format and installation of PC, laptop and tablets and setting up of smartphones. Creation and deletion of users using MS Office 365 and Azure. Other services Other Managed Services include preparation of ISO and financial audits related to IT. Single point of contact
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