Service Level Comparison
Feature Standard Premium Premium Plus Managed
Network Monitoring        
24x7 Network monitoring
Availability status & notifications
Performance reporting
Solution warranty
Technical support
Upgrades & patches
Network Support        
Onsite support   As required Scheduled As required
Remote support  
Emergency support  
Service level agreement   Optional Optional Mandatory
Network/ITSM assessment    
Program Pricing        
Network Monitoring        
-Per key network element** Call Call Call Call
Network Support        
-Per hour     Call  
-Per user       Call
-Per incident   Call   Included
-Monthly contract pricing Fixed Variable Fixed Fixed
Contract Terms        
-Minimum period 1 year 1 year 1 year 2 years
-Set-up fee
-Labor discount on support    

** Key network element (KNE) includes switches, servers, routers and other mission critical devices. For the purpose of this MSP agreement, 4 desktops = 1 KNE when calculating the total KNE supported.