This installation phase is done once at the beginning of the Managed Service engagement to acheive a standardized environment. The purpose of this phase is to plan, implement, configure and test the new system. We begin by analyzing the needs of each customer and propose recommendations for hardware and software to support the requirements. We assess the security needs of each customer and create a security scheme that meets the need. Once the planning is completed and all components are acquired we finish the implementation of the new system following the installation plan as a guideline. Lastly, we migrate all information from any existing system into the new managed environment.

When a new major version of software is released, HG will begin a new iteration of the Installation Phase for planning and implementation of the new version including the transition impacts on the customer.

The operations phase is vital to keeping the computing environment healthy and reliable. HG will perform numerous tasks for you in established intervals to ensure consistent and proactive activity to your network. The operations phase is split into three distinct cateogries of tasks. Below is a detailed description of each category and the tasks performed in each:

Daily Tasks

1. Monitor The General Health Of The Server: Checks that system components are running and available. This is achevied through the following ways:

Heartbeat - Checks to make sure the server is available and all vital services (email, database, etc.) are communicating propertly. A lack of heartbeat informations us that a service might be down, or the entire server might be unavailable.

Resource Usage - Monitors usage of system resources (e.g., CPU, memory, disk, etc.) to ensure acceptable performance levels.

Problem Condition Thresholds - Compares numerous usage metrics against configurable thresholds and reports adverse conditions. This is beneficial in order to avoid potential loss of data and inadventant downtime.

2. Administer Backup Routines: Checks to make sure historical backups are working and upcoming backups are setup accurately. This is done using the following methods:

Check status of last backup process - Verify that the last backup procedure completed successfully. If not, investigate the cause and take action where necessary.

Confirm staging of next backup process - Ensure that the proper tape is loaded for the next backup process to keep tape rotation in order. If not, contact the office to take corrective action.

3. Review Network Security: Verify that network access is acceptable to prevent unauthorized use.

Logon Success - Know when a user successfully logs onto the office network domain. This helps to ensure that only valid users are gaining access to system resources and documents.

Logon Failures - Know when repeated logon attempts fail. This information can be used for determining whether or not security is attempting to be breached.

VPN Usage - Monitors successful remote access to the network over the Internet through a Virtual Private Network (VPN) gateway. This information is used to determine use and misuse of the resource.

4. Monitor Electronic Mail Service: Perform preventative maintenance on the mail server to keep it healthy. Steps in this area include:

Server resource usage - Determines performance and space used for this component.

Spam relay configuration - Prevents unauthorized use of the electronic mail server by “spammers” for sending outbound messages.

Mailbox size - Check the size of each recipient's mailbox to acceptable levels and impose restrictions when necessary.

Defragmentation status - Check for fragmentation of the mail system and correct, as needed.

5. Monitor SQL Database Service: Perform preventative maintenance on the database server to keep it healthy. Steps in this area include:

Server Resourse Usage - Determines performance and space used for this component.

Database Disk Usage - Check for needed growth of data and temporary log space for each database instance.

Backup Status - Make sure that all database instances were backed up to disk and that all nightly maintenance was completed.

6. Monitor Web Server: Perform preventative maintenance on the Web server to keep it healthy. Steps in this area include:

Server resource Usage - Determines performance and space used for this component.

Web Site - Check the status of the web site with an ongoing heartbeat monitor(make sure the site is available), uptime and collection of hits.

7. Verify Anti-Virus Scan: Check to see if the Anti-virus software properly scanned the disk volumes at the approrpriate times. If not, take corrective action.

Weekly Tasks

1. Carry Out A Security Audit: Determine which user profiles have changed and verify the change with the customer main contact. This step prevents risk of network breach and exposure of information to unauthorized users.

2. Apply Recommeded Manufacturer Updates: Install hot-fixes and service packs to the server and workstations and provide a report of which patches were applied.

3. Monitor Anti-Virus Updates: Check for the successful update of Anti-Virus definitions. Raise an alert when they do not execute properly.

Monthly Tasks

1. Apply Routine Patches: Periodically apply device driver and BIOS updates to server based on manufacturer recommendations.

2. Backup Maintenance: Coordinate tape drive cleaning with the customer, and perform a restore test.

The support phase is available ongoing when a question or problem arises that needs assistance from the Managed Serviecs crew. Below is a list of services offered in the Support Phase

1. Provide Help Desk Support: Questions and problems can be reported creating a request through the HG Managed Services customer web site, email message, or phone call. HG staff will respond to the requests accordingly.

2. Perform Problem Resolution: HG staff will determine the problem and advise on adjustments or assign to a Managed Services administration to apply a system change.

3. Administer Disaster Recovery Services: In the event of a file corruption or inadvertant deletion, HG staff will restore the file from recent backup tape.

The optimization phase is done annually in an effort to assess trends and recommend adjustments to the system. This phase keeps the system current and running at peak levels. One aspect of the optimization phase is the constructively plan around equipment obsolecense and capitalize on economies. The output of the optimization phase will be a documented list of recommendations for use in budget planning sessions.

Upon completion of the Optimization Phase and acceptance of the proposed plan, a new iteration of the Installation Phase will begin.