VCSN IT Management Services


ITMS is a service that will give you piece of mind.  We will use every
technological resource available to us to keep your systems working for
you.  Under that commitment, we provide ITMS with the following 
guidelines.

1) ITMS time is purchased in blocks of 5 hours.  Each block is
   $100/hour.  The minimum to open a contract is 1 block or $500.00.
2) You may increase time in one block increments at any time.  However,
   unused time expires at the end of the contract.
3) ITMS time can be used in the following ways:
   a) On-site visits: minimum of 1 hour, measured in
      30-minute increments after the minimum.
   b) Phone support: minimum of 15 minutes, measured in 15-minute
      increments after the minimum. This also now includes our ITMS Remote
      package which allows VCSN consultants to remote control your PC based
      computer
   c) Research: minimum 2 hours, measured in 1 hour increments
      after the mininmum.  This time can be used when you are evaluating
      changes, upgrades or new implementation of products and services
      in your computing environment.

ITMS covers the following items in your environment:	
	
1) Workstations
   a) Hardware and Software Inventory
   b) System maintenance/hardware replacement (<48 hour turn around on
      parts depending on availability)
   c) Standard application software (i.e. given by client)
   d) Upgrades and upgrade evaluations

2) Servers (in addition to Workstation items)
   a) Operating system updates and update evaluations 
   b) License tracking
   c) Backups with procedure design and validation 
   d) Onsite and Offsite disaster recovery planning 
   e) Analysis for your environment with procedure design and procedure
      testing

3) Network (pertains to Hubs, Switches, Routers, etc.)
   a) NIC replacement
   b) Wire replacement (i.e. Ethernet cable)
   c) Configurations
   d) Firewall (filter) design and implementation
   e) Re-configurations due to crashes or loss of integrity

Additionally, VCSN also offers Proactive Notification Services which can
actively monitor your network devices and their services.  When PNS
detects a possible problem, VCSN is alerted and can begin to work to
correct outages- before your clients realize there is one. For more
information see http://vcsn.com/marketing/PNS.txt

VCSN's client obligations are as follows:

1) The client agrees that only the designated technical contacts will
initiate all job requests made to VCSN.  In addition any preventative
maintenance will be scheduled by VCSN with the appropriate technical
contact.

2) The client agrees that only a VCSN representative or an authorized
technical contact will be able to add, delete or modify software
installations of the server.

3) The client agrees that only a VCSN representative can make changes to
internal PC settings and hardware.

4) The client agrees that only a VCSN representative can make changes to
hardware in the communications closet.  This hardware includes only the
devices used in data communication and does not include any telephone or
electrical hardware.

5) Failure to adhere to items 2, 3, and/or 4 will be constituted as a
breech of contract and may be grounds for contract nullification.  
However, nullification cannot be executed without a review meeting between
the client and VCSN.  A formal letter stating the reasons for
nullification must be generated by VCSN.

6) Failure to cancel (postpone) any scheduled jobs with VCSN within 4
hours of the proposed job will result in a charge of 1 hour of service.

7) This contract is valid for 12 months.  After 12 months, the contract
has expired and must be renewed by client in order to maintain continued
service.