Slide 1:
Your Partner in Business
Slide 2: Who We Are
Lincoln Computer Services is a full service systems integration consulting firm providing business technology guidance, products and services nationally. Located in Hicksville, New York, they are centrally located to conveniently provide support to the New York Metropolitan area. As a Value Added Reseller (VAR) with diverse and rich channel partnerships, Lincoln has been providing a wide range of technology solutions to our customers since its finding in 1997. Our core competencies span the design, implementation, security and ongoing management of technology platforms. Lincoln partners with the leading technology companies to provide customers state of the art technology solutions. Principals of Lincoln are 20 year industry professionals heading a technical staff comprised of certified engineers who are focused on architecture design and installation. All of Lincoln’s technical experts are certified on leading manufacturer’s products and project deployment methodologies. This enables them to design, install and support the industry’s most prominent systems. Lincoln is a member of Ingram Micro Service Network. This exclusive membership affords Lincoln hundreds of partner locations across North America that includes over 800 metropolitan markets in the U.S. and Canada, 10,000+ certified service professionals, and a “Call Management/IT Support Center" that is operational 24/7/365. Lincoln recognizes that in this complex IT environment, it is impossible to innovate alone. To meet the ongoing challenges, we have aligned with best of breed technology leaders who have the ability to customize the solution to fit your technical requirements, as well as your budget. This diversity gives us the objectivity required to help our customers select the solution that works best for them. You will be assured that the right technology is implemented for your unique business environment – on time and on budget. We look forward to collaborating with you and assisting in managing your business most efficiently and effectively while providing optimal customer service and support.
www.lincolnit.com
Slide 3:
Technology Services
Lincoln offers technology services to help our customers design and implement their IT solutions promptly and predictably with minimal risk to production environments. Our technical staff is comprised of certified engineers who are focused on architecture design and installation. All of Lincoln’s technical experts are certified on leading manufacturer’s products and project deployment methodologies. This enables them to design, install and support the industry’s most prominent systems. Solutions and services include: • • • • • • • • • Server & Storage Solutions Network Infrastructure Wireless Networking Network & Data Security Security Assessments Messaging & Collaboration Application Services Desktop Management & Mobility Structured Cabling Systems
Technology Services Clients include: Bronx Community College Country Carpet John Jay College of Criminal Justice King Cole Audio-Video Ruskin, Moscou, Faltischek, P.C. P.C. Richard & Son
www.lincolnit.com
Slide 4:
Lincoln’s Managed Services offer you options that keep your network up and running at optimal effectiveness and efficiency with network monitoring 24x7x365. With a single point of contact for all network issues, Lincoln provides rapid response, remote support, remote log monitoring, hardware monitoring, detailed site level inventory, remote management, as well as timely, in-depth reports containing the level of detail necessary to understand capacity management and the ability to plan for the future. Lincoln can deliver the most advanced, cost-effective solution currently available while offering unmatched scalability, flexibility, and efficiency. Managed Services shifts the focus from "problem-solving" to "problem-preventing", thus eliminating losses that inherently occur due to network downtime. Lincoln's Service Plans can be structured to fit your current operation and budget. Solutions and services include: • • • • • • • • • • Flexible Maintenance Plans Warranty Repairs 1 to 4 Hour & Emergency Response Remediation Services Relocation & Migration Support Dedicated Account Team Hardware & Software Sales Asset Management Leasing & Financing Options National Coverage
Managed Services
In addition, as a member of Ingram Micro Service Network, Lincoln boasts hundreds of Professional Service partner locations across North America that include over 800 metropolitan markets in the U.S. and Canada, 10,000+ certified service professionals, and a “Call Management/IT Support Center” that is operational 24/7/365.
Managed Services Clients include: Dynamic Marketing Federation of the Organization Health Management Solutions Hofstra University Long Island Children’s Museum Milberg LLP
www.lincolnit.com
Slide 5: Lincoln’s accomplished IT professionals have expertise in a variety of IT environments. Whether you need one professional or a full team, Lincoln is positioned to respond promptly with PMI Certified Professionals. Our teams are trained to address critical situations, rapidly deploy services, and can provide project oversight ensuring successful implementation. Once your project or situation is reviewed, an elite team comprised of certified engineers and/or tech professionals are deployed to successfully complete the assignment. Solutions and services include: • • • • • • • • • Project Management Project Rescue Supplemental Staffing Disaster Recovery Business Continuity Security Assessments System Integration Services IT Strategy & Transformation Regulatory Compliance Services
Professional Services
Professional Services Clients include: Epilepsy Foundation of Long Island Logfret Memorial Sloan-Kettering Cancer Center New York Eye & Ear Infirmary W.P. Carey
www.lincolnit.com
Slide 6: Lincoln recognizes that in this complex IT environment, it is impossible to innovate alone. To meet the ongoing challenges, we have formed strategic alliances with top technology companies. By aligning with such a wide array of partners, our clients are provided with best-ofbreed solutions to meet their business needs. They are assured that the right technology is implemented for their unique business environment, on time and on budget. This gives us the objectivity required to help our clients select the solution that works best for them. Lincoln’s partners include: • • • Microsoft Gold Partner SonicWall Gold Partner HP, IBM & Dell o Authorized Reseller o Service provider Symantec Gold Partner o Certified Enterprise Vault Wireless Authorized o Cisco o Symbol o Bluesocket o SonicWall • • • • • • • • • • Ericom Viewsonic Sony Fujitsu VMware Samsung Barracuda Fortinet APC Liebert
• •
Affiliates
IMSN Network The • CitrixMicro Service Network (IMSN) is fully managed and guarantees our Ingram customers receive industry leading technical services. IMSN is the most well organized IT services organization available. Many of the world’s largest technology manufacturers use the network to support their customers. IMSN consists of more than 10,000 service professionals including field engineers, network engineers, project managers, and technical support personnel. Participating organizations are handpicked and must have an established track record of proven installation and support services and hold multiple engineering certifications from leading manufacturers’ products.
www.lincolnit.com
Slide 7: Managed Services
Description of Services
Description Desktop Level 1 Help Desk Remote Hands Support Patch Management Anti-Virus Updates Disk Defragmentation Disk Clean-up (Temporary Files) *Anti-Virus Remediation Application Upgrades Operating System Recovery Server Level 1 Help Desk Remote Support Server Availability Monitoring CPU, Memory, Disk Space Monitoring System Services Monitoring Event Log Error Monitoring AD, Exchange, and MS SQL Monitoring Patch Management Anti-Virus Updates Basic System Remediation *Anti-Virus Remediation System Administration System Recovery Network Level 1 Help Desk Remote Support Device Availability Monitoring CPU, Memory, Backplane Monitoring Router/Firewall Port Availability Router/Firewall Port Utilization Router, Firewall, Switch Port Errors Device Environmental Monitoring System Updates Network Administration Remote View Remote Care √ √ Managed Care √ √ √ √ √ √ √ Total Care √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √
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www.lincolnit.com
Slide 8:
Managed Care Managed Care includes Remote Care and also incorporates day to day management of your IT environment. This will allow you to utilize your high level IT staff for technology initiatives that improve the alignment of your technology with your business initiatives and priorities. Lincoln Computer Services will be responsible for remote resolution of basic IT issues that occur at any of your contracted locations. The day to day administration features that are incorporated with Managed Care include: Maintain current and necessary updates of the server’s operating system, as recommended by Microsoft, when available and deemed critical. Critical operation maintenance performed on a system, at least once a month or when necessary, such as: o Disk defragmentation o Removal of temporary files Provide server administrative functions such as: o Adding, modifying and removing users accounts when requested by Client o Adding, modifying and creating new directory structures with proper access rights, etc, when requested by the Client Provide critical updates including: o Current and necessary updates and upgrades of Antivirus software for server and or workstations, when available o Current and necessary updates and upgrades of the Backup software when available o Current and necessary software updates on workstations Provide network administrative functions such as: o IOS or other system updates (If device vendor agreement supports updates.) o Firewall rule modifications (Does not include new security access rules) o Basic routing modifications (Does not include network redesigns or route additions.) o Switch VLAN modifications Anti-Virus remediation to include virus removal. This does not include repair of operating system due to anti-virus. Provide initial technology snapshot assessment and provide customer with site specific documentation on equipment and software installed and any hardware/software updates required Coordinate with internet service providers to assure connectivity Provide and maintain license renewals for critical systems / software
Managed Care
www.lincolnit.com
Slide 9:
Remote Care
Remote Care
Lincoln Remote Care is a web-based solution for attended remote support. Once Lincoln is connected to a user’s workstation or server, we have a set of reporting and incident resolution tools for problem remediation. These tools give us the same capabilities as if we were sitting in front of your workstation/server. As long as both the technician and the customer have a working connection to the Internet we can connect and take action. All remote support provided is with the explicit consent of the customer. Lincoln Rescue access is completely secure. It is customer initiated and controlled and all connections are encrypted. Service addresses common security concerns as follows: There is no need to open any extra ports on your corporate or personal firewall, as all communication between the technician and the customer’s PC make use of the standard web protocol (HTTP). An encrypted connection is established between technician and customer, using established Internet protocols (256-bit SSL). Support sessions are initiated by the customer: a technician cannot examine a customer’s PC without being invited to do so by the customer. Once the support session has ended, all access rights to access the customer’s PC are removed. The technician management model makes it possible to limit specific support sessions to certain technicians. For example, support requests from certain users having critical data on their PCs could be offered only by senior support technicians. Sessions can be recorded to provide a trail of a technician’s actions. An MD5 hash is calculated and recorded for each file transfer. The hash is shown in the Chat Area on the Technician Console and on the customer’s PC. It is also included in the session log. Generating an MD5 hash makes it possible to easily check whether a file sent to a customer’s PC has been changed. Nothing is permanently installed on the customer’s PC. A small Applet is downloaded when the session starts and is removed when the session ends.
www.lincolnit.com
Slide 10:
Total Care Total Care takes your IT support to the next level. This support package is designed to provide complete IT services for your organization. This package is all inclusive and incorporates the features of all of our care and view packages while adding full engineering support for your IT infrastructure. This additional engineering support includes access to our senior level engineers for the most complex IT issues. This package is designed to give you complete piece of mind knowing that no matter what happens to your IT infrastructure, Lincoln has it under control. Although the Total Care package provides complete IT support it does not cover new technology initiatives requiring engineering design and implementation services as these would be covered on an on-needed basis. Plus Option The Plus option is an onsite add-on that can be included in your Remote, Managed, or Total Care package. This add-on will ensure certified technical staff is available for your onsite support needs. Response time will be four (4) hour standard response time. A service technician will be dispatched to arrive at your location within four (4) hours of a call being placed and problem remotely assessed. In the case of a virus outbreak, the Plus Option in conjunction with Managed Care will include rebuilding the PC to the operating system only. Any additional applications will be an additional charge. If you have Total Care, the Plus Option will include rebuilding the PC and installing all applications that were previously installed. If the service incident is reported after 12:00 p.m. local time, the service technician may not arrive at your location until the following business day unless call is deemed an emergency. The hours of support shall not include Lincoln recognized holidays; New Years Day, President’s Day, Good Friday, Memorial Day, Independence Day, Labor Day, Columbus Day, Thanksgiving Day, Black Friday (Day after Thanksgiving), Christmas Day. 24/7 Option The 24/7 Option extends the contracted coverage to include 24/7 coverage. Depending on the package selected, the response time will vary.
p Total Care & Plus Option
www.lincolnit.com
