Service Contracts

Keeping your information system running at its peak performance is a must in today's high-paced, hi-tech business world. CWF's Network Services is fast becoming the leading technology supporter for Southeastern Massachusetts businesses, providing support for your mission critical, Local and Wide Area Enterprise Networks. CWF and its dedicated engineers will customize your network to fit your organization. Planning and implementing systems security, firewalls, network monitoring, network maintenance, backup solutions, network growth and system updates are just a part of the expertise that CWF brings to the table. There is no limit to the custom services we are able to provide.

CWF has custom service contracts to fit any schedule or budget. We will work around any service schedule whether it's a single-hour contract once a month or multi-hour contract on a daily basis. CWF will make sure your technology needs are met today, tomorrow and in the future.

Service Offerings Overview
Service Offerings Detail
    Olympic Service Program
    Supplemental Workforce Program
    Technical Training

Service Offerings

1. GOLD:    This program is designed for the customer who desires total service. The cost to hire one IT professional with the skill set required to maintain an IT environment is approximately $60K per year. The alternative is to outsource this work to CWF at a cost savings of 30%-50% per year while maintaining and often improving the service and security level. Customers receive unlimited telephone support.

2. SILVER:  This program is designed for customers who prefer to self manage their on-site infrastructure and who do not have a need for managed services.  They do require maintenance services on their server and workstation environments.  Their environment is usually large and often has a large network.  Customer will receive unlimited telephone support.

3. BRONZE: This program is designed for those customers that are self reliant and only require maintenance of their server environment. Pricing is determined based on the number and the age of the servers supported. Customers may also utilize the CWF Hotline for any server related support required.

Supplemental Workforce Program: This program is designed to provide technical expertise in support of an existing customer Information Technology organization. CWF offers support resources on an ongoing basis to supplement an existing workforce; weekend or evening coverage, vacation or holiday coverage, special project or simply to perform defined work on an ongoing basis. The ability to have a flexible workforce with the level of technical expertise that CWF offers provides significant cost savings to organizations that have this requirement.

Per Call Services: For those customers who require services not included in the Silver or Bronze programs or who are not ready for a service program, we offer service on a per call basis. We charge on an hourly basis with a one hour minimum for the first hour or part thereof per call.

Unbundled Service Offerings: Each of the major service offerings within the Olympic Service Program can be purchased on an individual basis. While the costs are higher than the bundled offerings, some customers may only require a specific offering.

1. Product Maintenance
2. On-Site Infrastructure Administration
3. Remote Maintenance and Support

Telephone Support: Telephone and hotline support can be purchased for any Workstation, Network, Printer, or Server related problem. The CWF Hotline is available Monday thru Friday from 9am-5pm.

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Service Offering Details

I. Olympic Service Program

	GOLD	SILVER	BRONZE
Product Maintenance
Provide parts and labor CWF installed servers	X	X	X
Provide labor only, non CWF installed servers	X	O
Provide parts and labor CWF installed workstations	X	O
Provide warranty parts for CWF installed W/S	N/A	X	X
Provide labor only, non CWF installed workstations	X	O
Provide parts and labor routers/switches	X	O
On-site Infrastructure Administration
Verify back up tape process	X	O
Check system logs for error recognition	X	O
Monitor server utilization	X	O
Install Microsoft security updates	X	X	X
Install application software updates (Service Packs)	X	O
Interface with application vendor for trouble shooting	X	O
IT infrastructure maintenance/upgrade planning	X	X	X
Remote Maintenance and Support
Provide phone support for end users	X	X
Provide hotline support	X	X	X
Provide user administration (add-remove users, email)	X	X
Managed Services
Monitor and report Network outrages	X	O	O
Monitor WAN and Internet Network connections	X	O	O
Install Network monitoring application	X	O	O
Monitor Network usage	X	O	O
Monitor Specified Server functions and services	X	O	O
Technical Training @ CWF Training Center
18 hours Microsoft applications	X
12 hours Microsoft applications		X
6 hours Microsoft applications			X
Response Time
Telephone response (M-F 9AM-5PM)	X	X	X
On-site, system down, Engineer on site w/i 4 bus. hours	X	X	X
Non-Critical response -w/i 8 business hours	X	X
Non-Critical response -w/i 2 business days			X
X=Standard
O=Optional

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II. Supplemental Workforce Program

• Block Hours: Monday-Friday 9am-5pm

Note: Hours are forecasted and committed two weeks prior to actual work performance.

• Weekend, Evening and Holiday Hours
  1. Evening hours equal 5pm-12am
  2. Weekend hours equal 9am-5pm

Note: Sufficient orientation and familiarization with systems and applications that require off hour coverage must take place prior to off hour coverage.

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III. Technical Training
Please contact the Director of Education and Training  for available Microsoft application classes.

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