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Support <br />Managed IT Support — Custom Desktop Management Services <br />This program provides customized Desktop Support for the City of South Bend. CoSB requested a collaborative model of <br />support to supplement their IT Staff. Services requested include the following; <br />Services <br />MI <br />CoSIS <br />Notes <br />Workstation support - OS & Local Apps <br />X <br />Level 1 VoIP Support <br />X <br />Printer driver / connectivity support <br />X <br />Patch Management <br />X <br />Anti -Virus / Malware Protection Management <br />X <br />Application Deployment / Support <br />X <br />User peripheral support <br />X <br />Workstation deployment and imaging <br />X <br />New user setup and AD changes <br />X <br />X <br />MI password <br />resets only <br />Asset management <br />X <br />Deskside hands on support (as needed) <br />X <br />Vendor application support escalation as needed <br />X <br />Network access / connectivity support <br />X <br />Change management notification <br />X <br />X <br />Both parties <br />tracking changes <br />End User Portal for ticket tracking <br />X <br />Software License Compliance and Management <br />X <br />Unlimited Phone Support (8am-5pm) <br />X <br />Unlimited Remote Support (8am-5pm) <br />X <br />Unlimited On -Site Support (8am-5pm) <br />X <br />2-Hour Phone Response SLA <br />X <br />Quarterly Business Reviews or as requested <br />X <br />