"P3 Managed Care" Service
P3Logic provides Managed Care support service for clients who depend more heavily on technology to support their business. These clients typically need to know that their technology infrastructure is in good hands with defined SLA guarantees, scheduled preventive monitoring and preventative scheduled maintenance services. Managed Care service provides clients with a fully managed end-to-end solution for a fixed monthly cost (No Surprises).
In order to qualify for a P3Logic Managed Care contract clients must meet minimum infrastructure requirements.
P3 Managed Care Service Overview
P3 Managed Care
- Always-Live unlimited Help Desk support via phone and email.
- Guaranteed response times for on-site and remote support.
- Scheduled on-site technician visits for routine maintenance and verification.
- 24 x 7 x 365 monitoring of critical servers and communication lines.
- Proactive daily review of server, network and workstation logs.
- Preventative maintenance on servers, network devices and workstations.
- Strategic Quarterly Business Reviews, and Annual IT Strategy Meeting.
- Fixed monthly IT costs.
- Receive a 15% discount on additional P3Logic services.
P3 Managed Care Scope of Services:
Reactive Scope
- Targeted Service Levels (see Managed Care response time table below).
- Always-Live unlimited Help Desk support.
- Unlimited Phone Support.
- Unlimited Email Support.
- Technician dispatch in response to system generated error messages and alert emails.
Proactive Scope
- 24 x 7 x 365 monitoring of critical servers and communication lines.
- Regularly scheduled on-site technician visits for interfacing with users, performing assurance of restore capability, tuning of network and system components, updating network and system documentation.
- Daily review of server, network and workstation logs, assessing health of servers and network.
- Daily validation of nightly backup jobs.
- Server, workstation and application patch management as needed.
Strategic Scope
- Quarterly Business Reviews
- Ensure that IT is aligned with overall business goals, and addresses any changes as they occur.
- Present an overview of executive reports that capture the last quarter’s key IT performance metrics and what impact they have on the overall business.
- Review a summary of work performed by P3Logic over the last quarter and the status of any projects in progress
- Annual IT Strategy Meeting
- Help identify IT solutions that will address existing and future IT requirements.
Other Benefits
- 15% Discount on all IT Service Rates for additional projects and services.
- Additional customized services available upon request.
Targeted Response Times
P3 Logic Managed Care Targeted Standard Response Times |
Response Level |
Criteria |
Maximum Response Time |
During Business Hours |
After Business Hours |
Remote
Support |
On-Site Support |
Remote
Support |
On-Site Support |
Severity 1 Critical |
An issue impacting more than one user. (Server, Email etc.) |
1 hour |
4 hours |
2 hours |
4 hours (if required) |
Severity 2 Degraded |
An issue impacting a single user. (Printing, application etc.) |
2 hours |
Next Business Day |
4 hours |
Next Business Day |
Severity 3 Minimal |
An issue that requires attention but can wait for an on-site visit or a remote technician. |
Next Scheduled Visit |
Next Scheduled Visit |
Next Scheduled Visit |
Next Scheduled Visit |
|
What’s Excluded from P3 Managed Care
- Specific projects which are identified during service delivery but are outside of P3Logic’s Support Assurance scope of services will be proposed and priced separately for the client’s consideration.
- Support of employee’s home computers and support of equipment at unspecified locations are not included.
- Hardware and software costs associated with updates and upgrades are not included as part of P3Logic Support Assurance, but may be quoted through P3Logic’s procurement team.
| 
