PALETRA SERVICES

Competing is no longer just 9 to 5 - you need to keep your business running 24/7 to survive. Customers, employees, and suppliers all rely on your systems - making performance and uptime critical. Protecting your network has become a constant concern, as any downtime affects your bottom line. According to USA Today, U.S. Companies lost an estimated 100 billion dollars due to network outages in 1999 alone...
How much will network downtime cost your business?
Today's shortage of talented technical staff and high training costs pose a challenge for your business. Without an around-the-clock managed solution, you could be vulnerable to prolonged service outages. Now you can improve your bottom line AND maximize the performance and reliability of your infrastructure.
Our reliable network professionals provide comprehensive 24x7x365 coverage, at a fraction of the cost of self-staffing.

Paletra offers three basic outsourcing service packages:

Level 1 Package: Basic Network Monitoring and Reporting
For businesses with a full in-house IT staff and an established Help Desk, this bare-bones network monitoring package is an inexpensive and non-disruptive way to introduce you to the benefits of network management. Paletra’s computer consulting experts will collaborate closely with your IT staff to help you take full advantage of network monitoring benefits.
Key features of Level 1 service include:
• Paletra performs a needs assessment and configures the systems to communicate to the remote server via a VPN
• Paletra sets up a remote network monitoring server to monitor your network
• Alerts are sent to your designated support personnel and copied via email to primary and secondary Paletra consultants
• Messages to Paletra consultants are informational only
• Your support staff manages the response to alerts and you can request help from Paletra's IT consulting experts
• No contracted Service Level Agreement

Level 2 Package: Basic Service Plus Help Desk and On-site Support
If your business has a small internal IT staff, this full-service package is a low-cost way to achieve maximum network availability, performance and security during standard business hours.
Key features of Level 2 service include:
• All Level 1 services
• Support provided during standard business hours
• Paletra's Help Desk Services, coordinated with network monitoring
• Alerts are sent to the Paletra Help Desk and to primary and secondary Paletra computer consultants and copied to your designated IT personnel
• Paletra's Help Desk establishes tickets for all events and oversees the resolution of problems
• Paletra's Help Desk escalates resources as needed
• Your IT staff is copied on all status information
• Paletra remotely monitors, diagnoses, and/or fixes problems
• On-site service escalation if problem can’t be resolved remotely
• Contracted Service Level Agreements
• All tickets are closed out with defined resolution
• Paletra performs regular service maintenance including application of service packs and security updates
• Hardware must be under manufacturer's on-site warranty service
Typical Service Level Agreements are:
• 1 hour to Help Desk contact
• 2 hours to start of troubleshooting by a Paletra engineer, either remotely or via phone
• 4 hours for or on-site service when service call is received before 1PM, otherwise next business morning

Level 3 Package: 24x7 Support
For small businesses who need enterprise-class support but cannot afford the cost of staffing, equipping and managing a full in-house IT organization, Paletra's 24x7 support package gives mission-critical applications round-the-clock uptime and security at reasonable prices and low risk.
Key features of Level 3 service include:
• All the features of Level 2 services
• Designed for mission critical eCommerce, international connectivity, or other high-uptime environments.
• Support on 24x7 basis
• Your IT network must have a minimum level of fault tolerant configuration. Paletra can help you bring your system up to fault tolerant configuration before 24x7 support services begin.
• Contracted Service Level Agreements with designated after-hours service commitments
• Paletra's support staff will be equipped to fix problems on-site or remotely without the involvement of your IT staff.