Managed Services – Total Protection Program

GridWay’s Total Protection Program is an IT managed services program designed for small to medium-sized businesses and organizations. Under the program, GridWay provides a set of Managed IT Services for a fixed monthly fee combining Technology, People and Processes to deliver valuable IT capabilities to customers with a reliable and budget-able IT support expense.

The Total Protection Program (TPP) Includes:

• Help Desk – Live Support for any of your end-user and infrastructure-related issues
• Incident Management and Problem Management through automated ticket tracking to ensure quick response and rapid resolution
• Level 1, 2 and 3 support and incident management
• Customer knowledge base for rapid resolution and history tracking
• Remote management and monitoring (RMM) to continuously monitor the health of your servers, applications, and network infrastructure.
• Expert team always monitoring your infrastructure and addressing issues to keep your operations running smoothly
• Virtual CIO (vCIO), quarterly IT reviews and IT Roadmap services
• Planning, patch management and maintenance at the server and desktop OS
• Security management and assessments
• Server monitoring, server maintenance and network management
• Managed Anti-virus
• Service Level Agreements (SLAs) with clear service definitions and service response times

Benefits of a Fixed Monthly Fee

With a “pay as you go” IT support model you run the risk of paying as much as three times what you would pay for a month of regular service. When there are no Service Level Agreements (SLAs) in place and no guaranteed response times, you could also experience delays in getting the service you need, or even worse, have to contend with server downtime.

The GridWay Total Protection Program Advantage

• Predictable monthly fee – based on number of users and number of servers
• Simplified budgeting – less emergencies or surprise expenses
• Reduced downtime – regularly scheduled maintenance; better planning
• Fast, reliable service – Service Level Agreements with guaranteed response times
• Increased productivity for users – immediate support through Help Desk
• Improved software compliance – optional license management
• Access to a team of experts – always available when needed
• Better return on investment – regular maintenance extends the life of your technology

Our Total Protection Program includes SLAs that ensure you receive priority service with guaranteed response times. We act as your IT Department to plan and resolve issues as well as remedy in place to avoid the same issue in the future.  Our call escalation policy, severity level classifications, and response guarantees mean that we can resolve issues quickly and reliably.