Workstation Management
| Service Provider Activities | Frequency | Detailed Description |
|---|---|---|
| Workstation Maintenance | As Needed | Disk, performance, OS configuration, service, and event logs. |
| Workstation Global Configuration Adjustments | As Needed | If non-standard adjustments are necessary, fees may be apply. |
| Monitors & Service Monitoring | Frequency | Detailed Description |
| DRV – Free Space Remaining < 10% Total Size or 2GB | Continuous | RMM Monitor of Disk Space |
| DRV – Smart Failures | Continuous | RMM Monitor of Disk Failures |
| PF – Low Memory | Continuous | RMM Monitor of Hardware |
| PF – 90% Plus Avg CPU | Continuous | RMM Monitor of Hardware |
| SVC – Auto Services Stopped | Continuous | RMM Critical Service Monitor |
| UPTIME – 1 Month Since Reboot | Continuous | RMM Uptime Monitor |
| Service Onboarding Activities | Frequency | Detailed Description |
| Deploy Service Provider’s management agents | Once Per Server | |
| Complete workstation onboarding documentation | Once Per Server | |
| Address monitor alerts | Until All Addressed | |
| Serviceable Technologies | Supported Versions and Releases | |
| Windows | 8.1, and greater | |
| Mac | 11.0 and greater | |
| Serviceable Conditions | ||
| Workstation’s configuration, physical state, and general health is reasonable. (Out of scope projects may be proposed if necessary to ensure serviceability.) | ||
| Workstation is adequately licensed. | ||
| Coverage Exclusions & Exceptions | ||
| The cost for any and all hardware and software required to ensure defined service levels and performance expectations. | ||
| Service Levels & Performance Goals | ||
| Workstation Proprietary Performance Benchmarks Improve or Remain Stable. When this is not true and maintenance has been performed successfully, the manufacturer will be contacted or other project/parts/replacements will be recommended to ensure consistent service levels. | ||
| Service Level & Performance Exceptions | ||
| Turnaround on hardware failure cannot be guaranteed. | ||
| Vendor/manufacturer warranted repairs are excluded from the general and specific service levels defined | ||
| Any and all 3rd party adjustments that lead to any/all downtime will be excluded from defined service and performance levels. | ||