Managed Services

If your backups have ever failed you, or you are worried they may fail, this bundle is for you. Tired of shuffling, keeping track of and carting around backup USB hard drives, tapes and RDX cartridges? Wondering if your employee left the tapes in their car to freeze / melt or for someone to steal? This bundle eliminates that.

Backups are critical for a whole bunch of reasons – viruses, user mistakes, computer failures, floods / fires …. the list can go on and on. Wouldn’t it be nice if backups ran more than once a day and backed up only the changes to your files? This bundle entitles you to never worry about any of that again.

What’s Included?
· Setup a backup schedule that makes the most sense for your business – hourly, daily
· Monitoring and management of automated backups
· Monitoring and management of automated backup testing
· Monitoring and management of automated offsite backups (no need for cartridges or tapes)
· Virtualization of your computers on-site (optional)
· Virtualization of your computers off-site (optional)

What’s NOT included?
· Datto backup appliance
· Datto off-site cloud backup subscription

There are many sizes of backup devices with different capabilities. We can work with you to find the right mix of size and capabilities that meets your needs and budget.

Backup+ is really Business Continuity. Dymaxion is a partner of Datto Business Continuity solutions. Datto is a leader in providing innovative solutions which make current backup paradigms obsolete and focuses on Business Continuity – striving to eliminate infrastructure downtime due to disasters or user error.

Failed systems can run on an on premise Datto appliance or from the Canadian Datto cloud. This will minimize the immediate impact of application and system downtime to minutes and will allow for full system restoration to new or repaired hardware in a fraction of the time of traditional backups. Dymaxion clients have experienced the benefits of Datto business continuity after suffering server failures and virus outbreaks. These organizations remained operational and ready for business while their systems were repaired and restored. Data restoration and testing is included.

Managing and supporting your servers can be a daunting task. What is the difference between a server and workstation anyway? What is the difference between a cloud, virtual, or physical server? What are services, cloud services – are they the same as a server? Who knows? Why do I need one anyway? If you have any doubt about what these things are and how they can help your business – this bundle is for you.

What’s included?
· Monitoring during regular working hours of 8am-5pm Atlantic Time Monday through Friday
· Support and Monitoring lets us know when your server needs help. We’ll know when your disk is too full, you’re running out of memory, or if your network connection or CPU is too busy. We’ll be able to fix it before it becomes a problem.
· Event log monitoring allows us to tell when the Operating System or other software that you have running on your server is working properly or is having problems. We will monitor your event logs so that we know when we need to take corrective measures to keep your server hardware and software healthy.
· Server alerting notifies us when your server is showing signs of being unhealthy. We will know when we need to complete maintenance or take corrective actions to prevent your server from crashing or not operating normally.
· Server end-user account management. End users log in to their workstations using their server end-user log ins. We manage all of the end user account settings.
· Maintenance lets us keep your servers running at peak performance. Servers need work, just like your car. We’ll run maintenance plans weekly during a time when you’re not using your servers so that your server hardware and software is current, disks stay fast, hardware patches are applied, overall making sure your server stays healthy.
· Operating System Updating lets us keep your servers up to date with the manufacturer's latest fixes, security updates and features. We’ll run software updates weekly during a time when you’re not using your servers. Typically, the manufacturer releases these updates weekly to make sure that any known/resolved software defects and bugs in the software get applied on time. If we don’t apply these fixes regularly, the software manufacturer may not be able to support the operating system software when an incident occurs.
· Servers are expensive. We inventory your server, so we know about all of the bits and details of your equipment. We will know when your manufacturer's warranty is about to expire and if you can buy an extended warranty. Having a current inventory will help minimize the risks to your organization and plan out server hardware upgrades and replacements.
· Servers are complicated. We work with many top brand server manufacturers daily to fulfill server requirements and orders for many organizations. We can work with you and them to identify the right server that meets your needs and budget.
· Warranty repairs to servers will be escalated and completed by the Dymaxion Repair Depot
· Out of Warranty repairs will be escalated and completed by the Dymaxion Repair Depot. Our repair team will complete repairs as if the equipment is under warranty, with the costs of the replacement parts being passed on to the customer. Approval by the customer for the purchasing of repair parts will be sought before any purchase of replacement parts has been made. Any out of warranty repairs pose a risk for the customer of being down for an extended time or being unable to access the manufacturer's firmware updates. Out of warranty servers do not always have repair parts readily available, and parts are not always available from the manufacturer. Third party repair parts, often without any guarantee of performance, will be sourced from organizations selling 3rd party vendor equipment.

What’s NOT included?
· Server support and monitoring on statutory holidays and weekends.
· Emergency after hours support (available for Severity 1 and 2 incidents on a per call basis) extra fees may apply.
· Server maintenance that can’t be completed remotely: If your servers need maintenance that needs to be completed after hours, we will need access to your building; extra fees may apply.
· Operating system updating that can’t be completed remotely: If your servers require updating that needs to be completed after hours, we will need access to your building; extra fees may apply.
· Operating system upgrades: Software manufacturers at some point will stop supporting their older versions of the operating systems. They publish the dates and describe this event as End of Support (EOS) and End of Life (EOL) date. When this occurs, we can no longer effectively support or update your server operating system, keeping your server healthy. Dymaxion will need to perform an operating system upgrade to a supported version. This task is not included in this bundle.
· Server deployment: Servers can be delivered with an operating system or without. We can complete the hardware configuration and software installation so that the Operating System meets your business needs. Servers typically aren’t configured the same – a database server is configured a lot differently than a file server.

What about cloud services?

In some cases, instead of buying a server to run your services, you can just buy the services from various cloud service providers. If you need a log in server – you can buy that service. If you need file sharing service – you can buy that service. And so on. We are a cloud service provider so we can work with you to know when services make more sense for your business than a physical, virtual or cloud server. We can work with the services just as if it was a server.

Workstations come in a variety of types and sizes that meet different business needs. Would your business work best or more effectively with a Windows, OS X, or Chrome workstation? Apple and Chrome? A lot of businesses are using more than Windows to get the job done efficiently and effectively. The right tool for the job and employee. Regardless of what type of workstation you choose for your employees, we can monitor and support it to ensure they have the tools to get the job done. Maybe you don’t want workstations, maybe it’s a virtual desktop that would work best for your employees. We support that too.

What’s included?
· New Equipment
· Old Equipment

· Monitoring during normal working hours of 8am-5pm Atlantic Time Monday through Friday
· Support and monitoring lets us know when your workstation needs help. We’ll know when your disk is too full, you’re running out of memory, or if your network connection or CPU is too busy. We’ll be able to fix it before it becomes a problem.
· Event log monitoring allows us to tell when the operating system or other software that you have running on your workstation is working normally or is having problems. We will monitor your event logs so that we know when we need to take corrective measures to keep your workstation hardware and software healthy.
· Workstation alerting notifies us when your workstation is showing signs of being unhealthy. We will know when we need to complete maintenance or take corrective actions to prevent your workstation from crashing or not operating normally.
· Maintenance lets us keep your workstation running at peak performance. Workstations need work, just like your car. We’ll run maintenance plans weekly during a time when you’re not using your workstations so that your workstation hardware and software is current, disks stay fast, hardware patches are applied, overall - making sure your workstation stays healthy.
· Operating system updating lets us keep your workstation up to date with the manufacturer's latest fixes, security updates and features. We’ll run software updates weekly during a time when you’re not using your workstation. Typically, the manufacturer releases these updates on a weekly basis to make sure that any known/resolved software defects and bugs in the software get applied in a timely manner. If we don’t apply these fixes on a regular basis, the software manufacturer may not be able to support the operating system software when an incident occurs.
· We inventory your workstation, so we know about all the details of your equipment. We will know when your manufacturer's warranty is about to expire and if you can buy an extended warranty. This will help minimize the risks to your organization and plan out workstation hardware upgrades and replacements.
· Which workstation makes the most sense? We work with many top brand workstation manufacturers daily to fulfill requirements and orders for many organizations. We can work with you and them to identify the right workstations that meet your needs and budget.
· Warranty repairs to workstations will be escalated and completed by the Dymaxion repair depot
· Out of warranty repairs will be escalated and completed by the Dymaxion repair depot. Repairs will be completed as if the equipment were under warranty, with the costs of the replacement parts and labour being passed on to the customer. Approval by the customer for the purchasing of the parts and labour will be sought before any purchase of replacement parts has been made. Any out of warranty repairs pose a risk for the customer of being down for an extended period of time. Out of warranty workstations do not always have repair parts readily available and parts are not always available from the manufacturer. Third party repair parts, often without any guarantee of performance, will be sourced from organizations selling  3rd party vendor equipment.

What’s NOT included?
· Workstation support and monitoring on statutory holidays and weekends.
· Emergency after hours support (available for Severity 1 and 2 incidents on a per call basis) extra fees may apply.
· Workstation maintenance that can’t be completed remotely: If your workstation requires maintenance that needs to be completed on-site after hours, we will need access to your building; extra fees may apply.
· Operating system updating that can’t be completed remotely: If your workstations require updating that have to be completed on-site after hours, we will need access to your building; extra fees may apply.
· Operating system upgrades: Software manufacturers at some point will stop supporting their older versions of the operating systems. They publish the dates and describe this event as End of Support (EOS) and End of Life (EOL) date. When this occurs, we can no longer effectively support or update your workstation operating system, keeping your workstations healthy. Dymaxion will need to perform an operating system upgrade to a supported version. This task is not included in this bundle.
· Physically moving computers from one workspace to another
· Additional workstation deployment
· Shipping of old computers to Dymaxion for destruction

Enrollment criteria:
· The supported equipment is the customer’s property, not personally owned.
· The computer must be running a standard business class operating system that is currently supported by the software vendor.
· Dymaxion support personnel have administrative access to the computer.
· Dymaxion support personnel can re-image a computer when necessary to resolve an incident or complete a service request.
· Customers must provide access to supported computers either in person or via the Dymaxion remote monitoring and management tool for remote assistance.
· Customers must be available to support Dymaxion support staff during standard service hours to answer questions that facilitate service delivery.
· Customer purchased equipment may need to be stored by the customer until the scheduled time of deployment.
· Customers must provide proof of license if needed when requesting software installation.
· Customers will provide installation media if needed.
· Customers must validate data transfers to new computers within two weeks as backups of client data may not be available after two weeks.
· Customers must submit requests to initiate data destruction and surplus/disposal of old equipment.

When a printer doesn’t print, a scanner doesn’t send – it can put your organization spiraling into chaos! If that happens at your office, this bundle is for you. Do you have a printer, scanner, and /or fax connected to your workstation network, or one connected directly to a workstation?

What’s included?
· Monitoring your printer
· Configuration of your Workstations and Servers to use your printers, scanners and faxes
· Support for your single purpose printers (label, receipt)
· Support for your smaller directly connected printers
· Escalated Printer repair status with the Dymaxion repair depot
· Preferred pricing for paper, toner, maintenance Kits

What’s NOT included?
· A replacement for your contract and support with your copier company to manage your leased equipment. We will work with them on the ‘Big’ Printers
· Printers that are not capable of being monitored
· Device Support and Maintenance Subscription fees not included.
· Device Repairs
· Maintenance Kits
· Paper
· Toner

Your people are your biggest asset. Our’s are, and they’re here to help your people. Do you have a point person to help your people with their workstations? Do they answer the same questions more than once? Do they get frustrated with the simple questions that everyone should ‘know’? People have strengths and weaknesses – and your teams all need access to the answers to on how your workstations work, and the software they use to get your work done. If this sounds familiar, and like it would help your team – this bundle is for you.

What’s included?
· Your teams’ access to our helpdesk and support line 902-406-HELP(4357) and email during regular working hours of 8:30 AM to 5:00 PM
· Your teams' access to our support portal to open tickets and help themselves with standard office productivity apps (Word, Docs, Excel, Sheets, PowerPoint, Slides)
· Your teams’ access to our support portal to help themselves with specific information on your corporate applications that you can publish and post
· When you need our support team to come on-site to help with more complicated issues, we’ll be there (extra fee’s may apply)
· We’ll keep all of your workstations at the same version of standard software (Word, Docs, Excel, Sheets, PowerPoint, Slides) to a single version. That way your people can help one another, because all of the versions will be the same

What’s NOT included?
· Corporate application support

Specialized applications are really tuned to your organization's needs. They can make a difference to your ability to get your work done fast. When they don’t work – they really can cause a lot of grief. The challenge is, how quick can you get them working again when they break. If you’ve experienced the go around trying to get your applications to work again, this bundle is for you. With your software vendor, your software support agreement, and our smart hands – we can get your applications running again as quickly as it can.

What’s included?
· Work with your software vendor to deploy your specialized software to your people
· Track defects of your specialized software so that we can support you when it comes time raise issues
· Liase with your specialized software vendors as your agent
· Provide you with reports that your workstations and servers meet the software requirements
· Smart hands and feet on-site when you need them (extra fees may apply)
· Network support, to ensure that your applications can connect per the software requirements

What’s NOT included?
· Specialized software licensing
· Specialized software support agreements
· Costs associated with any support engagements with your specialized software vendors
· Dymaxion specialized application training

Email, Scheduling, Contacts, ToDo’s, Notes, and Public Folders – dependable Microsoft Exchange. To most users they only see Outlook or Outlook for the Web. Exchange hosted on-premises is needs care maintenance to keep email running smoothly. If you have an Exchange server, we can help keep it running great!

What’s included?
· Exchange Server Patches / Updates
· Archiving Mailboxes
· Public Folders
· Password Changes
· Creating & Deleting accounts
· Mailbox Permissions
· Calendar Permissions

What’s NOT included?
· Exchange Version Upgrades
· Email client - Outlook / Outlook Web Client Connectivity (Please see our People Bundle for support)
· Exchange Backups

Microsoft Office 365 has many features above and beyond traditional Exchange Server capabilities. There are many license levels of O365, and we can help you make sure your O365 is performing at its best. Check out our Office 365+ bundle to do even more with your Office 365 setup.

What’s included?

Support for the entry-level features:
· Create / Delete Accounts
· Password Changes Updates / Patches (Office Software)
· Mailbox Permissions
· Calendar Permissions
· Shared Mailboxes
· OneDrive
· Setting up corporate resources (ie. Boardroom)
· License Management

What’s NOT included?
· Skype for Business Support
· OneDrive Support
· SharePoint Support
· Teams Support
· OneNote Support
· Dynamics
· Flow
· O365 Licenses

Of course we can support you on all of your devices!

Want to do more with your investment in O365. We can help you figure out which license levels of O365 makes sense for your organization. We can help keep your O365 setup running smoothly, keeping your productivity at its best!

What’s included?
Support for all the features of the O365 bundle, plus the following:
· Skype for Business
· SharePoint
· Teams
· OneNote

What’s NOT included?
· Flow
· Dynamics
· O365 Licenses

Of course we can support you on all of your devices!

VoIP or Unified Communications (UC) is a service that many telecommunications providers position to help your people communicate better. It works! Smartphone clients, Workstation clients, Video Conferencing, elimination of Long Distance and more. We work with several of the telecommunication providers to deploy UC within your organization as their partner and your IT. All of this runs on your network, and if that doesn’t work right, neither do your phones and workstations. If you have experienced robot sounding calls, or delays when you speak, then this bundle is for you.

What’s included?
· Network Configuration and Support
· We can act as your agent with your telecommunications provider
· Softphone deployment support
· iOS and Android Softphone deployment support
· Web Conferencing Support

What’s NOT included?
· Network Firewalls, Switches capable of supporting VoIP
· VoIP Subscription with your Telecommunications provider