- F from 8AM to 8PM Customers’ local time
- or the Self-Service Portal where the Customer can create
- and search Service Requests and solutions.
Holidays: The following holidays will be considered outside of Standard Business Hours:
New Years Day; Memorial Day; Independence Day; Labor Day; Thanksgiving Day; and Christmas Day
In addition to the Helpdesk Services described above, the following services will also be provided;
Remote Monitoring and Management (7x24x365) of the Customer’s specified Key Network Devices (designated workstations, printers, servers, firewalls, routers and switches) at Service Provider’s Network Operations Center (NOC). Upon the detection of any errors, anomalies, or other problems, Service Provider will alert the Customer to recommend the best course of action to minimize business impact.
Includes: Security Manager, Device Maintenance, Patch Management, Application Monitoring, License Compliance Report and Backup Monitoring.
The network monitoring technology at the core of the Remote Monitoring Program collects and stores valuable network data and device metrics that are provided to the Customer on a monthly basis. This information is useful in planning network or software upgrades and will provide transparency into and accountability of the services being delivered to the Customer.
For terms and conditions, please visit the following link: http://www.cdw.com/content/terms-conditions/product-sales.asp