Services: BluServ Tier 1 Mid-Sized Business
| BluServ Systems Support Plans | Silver | Gold | Platinum |
| Telephone Support |
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| Onsite/Remote Support |
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| Pre-Emptive Service |
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| EAS(Environment Assessment Service) |
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| Systems Account Services |
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| Back-up/Disaster Recovery Services |
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| BlueServ Education |
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| Ocean Blue |
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| BluePrism Dev |
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| Security Compliance |
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| Data & Voice Communications |
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Telephone Support
The client will call into a message service line and report the issue or problem and receive a call back from a Blueprint technician. Depending on customer necessity a technician can be directly contacted for organizations that have sensitive mission critical systems.
Onsite/Remote Support
If necessary or requested a Blueprint field technician will be dispatched to resolve a system related issue. A record of all onsite tech activity in a support activity log will be generated and provided to customer within two (2) business days of the issues's resolution or through a secure VPN or web gateway Blueprint will provide the customer with remote support to resolve system issues if possible prior to deploying a technician on-site. A record of all remote tech activity in a support activity log will be generated and provided to customer within two (2) business days of issue resolution.
Pre-Emptive Service
Provide and/or facilitate for the customer; for the initial 12-month term of this Contract, as well as all renewals of this contract, with necessary updates, patches, and fixes for any existing end user SOFTWARE and HARDWARE firmware or upgrades covered under pre-existing warranty agreements provided by its’ vendor or manufacturer.
- Interoperability support for existing or new software/hardware products from time to time. Blueprint will work cooperatively with a vendor to perform troubleshooting fault isolation of a customer problem. To provide this support effectively customer must maintain a valid service contract with the vendor.
- Remote network monitoring and analysis will be performed periodically or per request to identify and track known or unknown issues in an effort to maintain network stability and optimal operation awareness. Blueprint will utilize event monitoring software to achieve desired level of pre-emptive support.
EAS(Environment Assessment Service)
Blueprint will conduct a comprehensive on-site evaluation of the physical environment housing and customer's network backbone and desktop systems bi-annually. This includes: -measurement of temperature and relative humidity -cleanliness review -monitoring and control for temperature and humidity -hardware placement and configuration review -containment measurement -analysis of electrical and equipment grounding related to computer hardware devices and appliances After the environmental assessment Blueprint will generate an audit report within 30 calendar days. The audit report will contain data and testing results, detailed findings and analysis of the testing results, and recommended actions to help stop or prevent damage to the customer’s hardware by making changes/adjustments to environment.
Systems Account Services
Blueprint will design a “Support Plan” that outlines the customer’s unique support needs and requirements. The support plan will address issues both technical and business. Once every twelve (12) months it will be reviewed and updated during on-site reviews. ? Blueprint will perform account reviews of customer’s service activity, improve system uptime, and progress made against support plan. Frequency of reviews will be determined by Blueprint and the customer and will not exceed one review every (3) three months. ? Blueprint will conduct a system server check manually/automated specifically on all server related operating systems for preemptive maintenance planning. The frequency of service will be determined by Blueprint and the customer but may not exceed one review every (3) three months.
Back-up/Disaster Recovery Services
Blueprint will design a back-up and disaster recovery plan comprised of any current or future hardware/software back-up tools and an onsite disaster recovery kit in the event of system wide failure. The plan will be updated every (12) months to include any additional hardware or software changes during the current year.
BlueServ Education
A pre-packaged training solution integrated into the Systems Support Contract which allows the customer to take advantage of a 45% discount off the regular schedule fee on training services, which further maximizes the benefits of planning for IT training of staff and employees.
Ocean Blue
A pre-packaged solution which allows the customer to benefit from not only professional complex website design and maintenance but also enables the customer to tap into our available graphic design and marketing resources too establish a distinct website at a minimal cost to the customer.
BluePrism Dev
Provides customers with experienced developers at their disposal to develop applications based on business needs. An evaluation and project plan is performed based on customer request, prior to any work performed to ensure customer satisfaction with final product and avoid costly change controls. Pricing is based on number of days to complete project and at a 35% discount off of Blueprint’s professional services daily rate.
Security Compliance
This service will ensure we address not only the necessary industry standard security measures of an IT environment but also any special requirement security needs for the customer.
Some of our security features:
- Architecture Services: Detailed analysis of solution requirements.
- Role Management Service: Provide framework for network user roles.
- Password Management Service: Enabling end users with password practices.
- Assessment & Implementation: Create and implement security solution.
Data & Voice Communications
Through a partnership with FiberNet communications we can offer customers Data and Voice communication services that include (internet service provider, WAN solutions, Voice over IP, local or long distance phone service, T1 lines, redundancy) usimg major carriers such as Verizon, AT&T, or QWEST. Blueprint can get the best pricing for these services that otherwise the client couldn't acheive on their own.
Phone: (617) 669-6497 
186 Lincoln St. 4th Floor, Boston MA, 02111 