• Anti Virus Monitoring and Management
• Server Availability Monitoring
• Application Monitoring and Management
• Event Log Monitoring

• Microsoft Exchange Maintenance and Support

• Microsoft SQL Maintenance and Support

• Printer Monitoring and Support

• Service Discounts

24x7 Service Desk / Servers / Workstations / Network Devices / Printers /
(Requires either Bronze, Silver or Gold oneSolution Package)

24/7 Service Desk Solution - (Additional Fees Apply per Workstation)

• Having a live Service Desk provides end-users with immediate support. This is a key component needed to deliver enhance your businesses operation. While some IT service providers perform this function there are those who do not consider this as a core competency or do not have the right operational skills to run a live help desk service on a fixed fee basis.

  Virtual IT Solution provides a live Service Desk service from its Service Desk Operations Center (SDOC) in Pittsburgh, PA. The Service Desk is staffed with experienced Level 2 technicians who have had 2-6 years of work experience supporting end-users on server, desktop and network level issues. This service is delivered using a combination of phone and remote control tools that are a part of the oneSolution software. Currently, this service is available between 8am-10pm EST, Monday through Friday, with optional (at no extra charge) 24x7 after-hours and weekend coverage provided by an on-call system. 24 hour support after 10:00PM is also based out of our (SDOC) (Optional at no extra charge).

  We also provide a Toll-Free number for the end user to call. All calls to the Service Desk are answered as “Technical Support this is “Name”, How can I help you”. The end user is asked to provide their name, company, and phone number. This information is used to verify that the client site has the Service Desk service and to create Support Tickets regarding the call.

All of the software listed below is included but not limited to the following. All third party and “Line of Business” apps will be handled on a best effort basis.

Desktop Publishing	Graphics
Adobe Acrobat and Reader for PC Adobe Photoshop for PC	Microsoft FrontPage Microsoft Powerpoint 2000/XP/2003 Microsoft Visio
Office Suites	Browsers
Microsoft Office 95/97/2000/XP/2003	Internet Explorer 5.0 and above
Email	Anti-Virus
Microsoft Outlook 2000/XP/2003 Microsoft Outlook Express	McAfee Anti-Virus Norton Anti-Virus AVG Anti-Virus
Word Processing	Database
Microsoft Word 95/97/2000/XP/2003	Microsoft Access 2000/XP/2003 SQL Backup and Restore
Domain	PC and Network
User account reset and creation Network Share Rights and creation	Network connectivity General PC hardware diagnosis Printers, drivers, and queues Database Connectivity ODBC Connections
Desktop Operating Systems	Wireless
Microsoft Windows XP Microsoft Windows 2000 Microsoft Windows NT	Wireless 802.11 Connectivity PDA’s – Palm OS and Windows OS Blackberry Microsoft Active Sync