Management Services , Monitoring and Outsourcing MTEK will work with Customer to manage its platform and specific applications according to its unique business requirements and technology needs. No work will be performed until Customer and MTEK document the services in a mutually agreed-upon Statement of Work which will include specific services, roles and responsibilities, schedules, and all other necessary documentation. Services include: Basic Server Installation & Configuration Assemble and rack server hardware Installation and configuration of Operating System software Download and install the latest service packs, hot fixes, and/or patches Installation of a select group of common applications included with each supported operating system Installation of operating system optional or other application software requires a custom Statement of Work Premium Server Monitoring 24x7x365 Server monitoring using a software agent – includes: CPU, Memory, Disk, Swap/Page File Utilization Monitoring Service/Process Status Monitoring (Automated service restarts under Microsoft Windows) Event Log Monitoring and Consolidation URL/Port Monitoring Basic (Up/Down ICMP) Monitoring All events are received and managed by MTEK Support Patch/Vulnerability Management 24x7x365 automatic deployment of mandatory patches with the ability to rollback to previous patch configurations Configuration and services monitoring – closes security holes created by unauthorized services and configurations Analyzes system configuration and services information Scans for password issues, unauthorized services and daemons while providing immediate remediation options Intelligently sequences and prioritizes patches within an administrator-defined patch group Integrated with Qchain to provide increased system availability through the elimination of unnecessary reboots Managed Anti-Virus Automatically check for and download available virus Customer updates on a daily basis Automatically perform a full system virus scan on a weekly basis Perform real-time scanning on all incoming and all outgoing files Supported platforms include Microsoft Windows 95/98/ME/NT/2000/XP/2003; Microsoft Exchange 2000/2003; Red Hat Linux 7.0+, Red Hat Enterprise 2.1+, SuSe Enterprise Linux, Solaris 2.6+, HP-UX 11.0+, Novell Netware 4.2+, Macintosh OS X Viruses are quarantined or cleaned automatically when found Problem Resolution -- Engineers available 24x7 to troubleshoot, resolve alerts, work with hardware vendors on repair/replacement and more. Support is available on a fixed per server basis or on a time and materials basis. DNS Hosting -- Provided on MTEK DNS Servers Data Protection -- Backup and Restore Service MTEK delivers the industry’s most comprehensive and flexible suite of managed storage solutions. MTEK will back up customer data on-site to its own tape library, rotate tapes and manage customer’s backup library, replicate data to alternative sites, or back up remote data online. All backup & restores are billed based on the size of their single largest backup. On-site Tape Backup and Restore Options include “cold”, “hot”, and “active online” database backups Full weekly backups and daily incremental backups 14-day retention Customers can initiate restores through a GUI interface or command line, with the restores being initiated within 30 minutes of receipt of the request Offsite tape vaulting Customers have their own pool of tapes Restores are performed to specific IP addresses, ensuring that customers cannot restore any data but their own Remote Backup and Restore On-line, Disk-based backup and recovery Includes all hardware, software, media, implementation, maintenance, remote operations, support, and monitoring Daily backups from each host Protects all servers and PCs enterprise-wide including data centers, branch and distributed locations, and remote laptops and offices, as well. 24x7 restore availability means no waiting on tapes to arrive to begin restores Validated, successful backups lead to reliable recoveries Consistent and offsite data protection ensures that critical data and systems are protected, to help address HIPAA, Sarbanes-Oxley, and SEC17 requirements. Tape Rotation MTEK will eject media and insert next media in sequence defined by the customer\ Customer-owned backup device and storage in customer’s cage Rotation will occur as scheduled by the Customer Functionality of the backup is Customer responsibility Managed Security MTEK managed firewall ensures the highest level of security by tracking and controlling the flow of communication passing through it with the use of “stateful packet inspection”. Including a state of the art firewall, this solution provides strong protection to minimize vulnerabilities and enforce a company wide security policy. Managed Firewall Service Linux-based firewall solution Operates on the ProtectPoint security appliance (either S10 or E100) 24x7x365 management, updating, and monitoring 24x7x365 access to secure Web interface 24x7x365 toll free phone and email support Updates to firewall rules and configurations Stateful packet inspection and access control policies for the network Provides Network Address Translations (NAT) to hide internal IP addresses One-to-one, static, and dynamic NAT mappings DMZ capability Managed Intrusion Detection & Prevention System (MIDPS) is integrated into the security appliance and is responsible for detecting anomalous, inappropriate, or other data that may be considered unauthorized on your network. A regular firewall is configured to allow or deny access to a particular service or host based on a set of rules. If the traffic matches an acceptable rule, it is permitted regardless of what the packet contains. However, MIDPS enables the Security Operations Center to capture and inspect all traffic, regardless of whether it’s permitted or not. Based on the content of each and every packet, it is determined if it is safe. If it is dangerous, an alert is generated. ProtectPoint Detects, Alerts, and Blocks for security threats including buffer overflows, stealth port scans, CGI attacks, SMB probes and NetBIOS queries, NMAP and other port scanners, backdoors, Trojans, and Microsoft operating system and applications vulnerabilities, DdoS clients, and many more. Managed Intrusion Detection & Prevention System Non-intrusive Intrusion Detection and Prevention Service The MIDPS operates on the security appliance Detects, alerts, and blocks security threats from inside or outside the network perimeter Scheduled daily and instant updates of new vulnerabilities and Customers as they are developed and identified Anomalous Traffic Patter Detection 24x7x365 management, updating, and monitoring 24x7x365 access to secure Web interface to review activity reports 24x7x365 toll free phone and email support Spam and Virus Filter Managed enterprise class solution of SPAM and virus filters for Internet e-mail No new hardware or software required, DNS MX record change to the MTEK system MTEK handles the full incoming message load and only forwards the messages that are real, which relieves the e-mail servers of unnecessary load. Ten million e-mail messages per day can be processed Web-based configuration interface Virus scanning SPAM blocking Clustering for larger capacity and redundancy Microsoft Exchange 5.5/2000/2003 LDAP Message Accelerator Per user settings and quarantine Redundant disk array for superior reliability Remote Hands-on Support Capabilities Remote hands support is available 24x7x365. Standard pricing includes up to five instances per month of up to 30 minutes each. Additional instances receive a per instance charge at the Systems Administration rate. The MTEK Solution Support Center is staffed on-site 24x7x365. Virtual Private Line Service In certain instances, a connection to another MTEK facility is required to replicate data for regional disaster recovery plans or to load balance applications geographically. In these cases, rather than sending the data out through a public Internet connection and affecting bandwidth usage there, a Virtual Private Line (VPL) can be created which allows this traffic to traverse MTEK private network without affecting Internet bandwidth usage. The VPL solution is ideal for companies looking to replicate data at a lower cost in two different geographical data centers. Virtual Private Line Traffic traverses MTEK private network and does not affect Internet bandwidth usage. Takes advantage of multiple OC48 capable connections between MTEK four facilities on redundant SONET ring fiber technology. VPN connectivity between sites is highly recommended Systems Administration – 24x7x365 Level I, II, and III Support MTEK will manage the servers through the Operating System. Customer will manage its applications. From time-to-time Customer may require assistance with its application. MTEK will assist ion an hourly basis. Services include: Microsoft Windows Server 2003 Operating System Active Directory (including DNS, DHCP, Terminal Services, user account move/adds/changes, etc.) Microsoft Exchange Server 2003 (including mailbox move/adds/changes, forwarders, distribution lists, etc.) Citrix (user account move/adds/changes, etc.) Microsoft IIS Web Server (website move/adds/changes, etc.)