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Services Catalog

Thank you for selecting the services offered by ClearPointe, Inc. (referred to below as “ClearPointe,” “we,” “our” or “us”). “You” or “your” refers to the person or entity that is the customer of record.

Overview

This Services Catalog is provided pursuant to the Terms of Service you agreed to (available on this website at https://clearpointe.cloud/terms). The purpose of this Services Catalog is to describe the services we offer and to outline the specific terms and conditions of the services beyond the Terms of Service. The specific services you have selected and purchased are identified in the Customer Order Form you entered into with us.

Any capitalized terms not defined in this Services Catalog will have the meaning assigned to the term in the Terms of Service.

Conditions to Service

We shall provide Infrastructure Services for devices that: (1) you give us access to, (2) are specified in a Customer Order Form and (3) pass our evaluation detailed below (“Managed Devices”). Managed Devices may be private cloud, public cloud or on-premises and may be referenced to with more specificity below as “Managed Server,” “Managed Router.” Managed Devices may represent physical or virtual devices.

We shall evaluate your devices and any issues will be reviewed and discussed with you for resolution. This evaluation occurs once our monitoring is operational and the following items, among others, have occurred: (i) anti-virus installed and apply appropriate exception policy, (ii) ensure updates are current within 90 days, (iii) hardware management installed (if physical), (iv) appropriately configure out-of-band access and (v) apply data protection. All identified issues must be resolved by you, or by us (subject to an additional charge), before a device becomes an eligible device.

We shall issue a “Welcome to Managed Services” notification to you identifying the release of each Managed Device into management.

You shall not make any change without first notifying us, by email a reasonable time before the proposed change, to provide us the opportunity to comment and follow-up. You acknowledge and agree that changes can cause significant “false alarms” and other adverse problems to the Infrastructure Services. If you fail to provide reasonable notice, or fail to follow our recommendations related to the change, and the change causes a problem then you shall pay for our response efforts at our standard hourly rate.

Service Offerings

Server management, device management and application management, detailed in sections 1, 2 and 3 respectively, are the infrastructure services we offer (the “Infrastructure Services”). The terms “manage” or “management” mean our reasonable effort to validate service tasks or appropriate actions. The terms “monitor” or “monitoring” refer to our duty to notify you of services failures.

1.     Server Management

1.1    General Server Management
For Managed Servers, we shall monitor and manage, using our management applications and monitoring tools or other tools supplied by the vendor, the following health indicators: (i) logical disk space thresholds, (ii) CPU utilization, (iii) memory utilization and (iv) indicators available based on the Managed Server operation system as indicated in Section 1.5. We shall take the following health actions: (i) notify and expand low system and data volumes when available disk exists, (ii) modify CPU/RAM as requested by you from virtualized machines and (iii) apply Microsoft security/critical updates when applicable after testing.

1.2    Physical Server Management
For physical Managed Servers, we shall monitor and manage, using our management applications and monitoring tools or other tools supplied by the vendor, the following health indicators: (i) temperature and disk array server internals exposed by vendor-supplied monitoring agents and (ii) five minute ping test. We shall also facilitate ordering warrantied failed equipment.

1.3     Backup of Managed Server
For Managed Servers, using tools supplied by the vendor utilizing Symantec, Microsoft and Veeam Managed backup technologies, we shall: (i) monitor jobs through your managed data protection server, (ii) notify you of failures and perform corrective actions, (iii) perform restore operations requested by you if possible, (iv) contact you should user intervention be required and (v) escalate design issues and recommend architectural solutions for permanent resolutions.

1.4    Anti-Virus Protection of Managed Server
Utilizing System Center Configuration Manager with deployed Microsoft System Center Endpoint Protection on Managed Servers, we shall: (i) verify data file compliance, (ii) escalate any discrepancies of compliance requiring your intervention to you and (iii) at our discretion, apply some signature updates immediately after release in support of urgent anti-virus defense or recovery.

1.5    Operating System Monitoring of Managed Server
We shall identify and remediate potential performance issues related to CPU utilization, memory utilization and network utilization or errors with respect to a Managed Server’s operating system. We shall also assist you with CPU/RAM modifications.

We shall provide the following remote management services for the specific operating system of Managed Servers:

1.5.1      Windows
For Windows operating systems, we shall monitor: (i) system log, security log and application log exceptions, (ii) DNS and DHCP services, (iii) active directory services (including active directory replication, overall health and federation services health), (iv) automatic services running upon startup and (v) health of operating system.

1.5.2      VMWare
For VMWare operating systems, we shall monitor: (i) data store health and space utilization, (ii) networking health, (iii) network traffic (utilization as a percentage of total bandwidth available), (iv) machines running on snapshots, (v) disk space consumed by snapshots, (vi) cluster health (HA and DRS) and (vii) performance impacting conditions resulting from excessive paging or ballooning.

1.5.3      Linux
For Linux operating systems, we shall monitor the: (i) processes, (ii) CPU, (iii) memory, (iv) disk and (v) network.

2.     Other Device Management

We shall provide the following remote management services for specified Managed Devices.

2.1    Router Management Services
For Cisco Managed Routers, we shall: (i) monitor for availability and performance (bandwidth utilization), (ii) identify and report hardware faults, (iii) alert you on defined metrics and thresholds, (iv) perform and retain daily offsite configuration backup for manufacturers who support this feature, (v) perform firmware review and maintenance, (vi) perform requested changes to device configuration of currently deployed functionality as requested, (vii) manage circuits for connection to WAN interfaces, (viii) escalate circuit issues to circuit provider and (ix) facilitate ordering warrantied failed equipment.

2.2   Firewall Management Services
For Fortinet, Cisco and Meraki Managed Firewalls we shall: (i) monitor for availability and performance (bandwidth utilization), (ii) monitor internet connectivity through ping response from a public interface, public web page or similar service if available, (iii) manage VPN connectivity, (iv) identify and report hardware faults, (v) alert you on defined metrics and thresholds, (vi) perform and retain daily offsite configuration backup for manufacturers who support this feature, (vii) perform firmware review and maintenance, (viii) perform changes to device configuration of currently deployed functionality as requested, (ix) manage circuits connection to WAN interfaces, (x) escalate circuit issues to circuit provider and (xi) facilitate ordering warrantied failed equipment.

2.3    Switch Management Services
For HP and Cisco Managed Switches, we shall: (i) monitor for availability and performance (bandwidth utilization), (ii) identify and report hardware faults, (iii) alert you on defined metrics and thresholds, (iv) perform and retain daily offsite configuration backup for manufacturers who support this feature, (v) perform network traffic monitoring as needed, (vi) perform firmware review and maintenance, (vii) perform VLAN port changes as requested by you, (viii) monitor critical uplink trunk ports as defined by you, (ix) perform requested changes to device configuration of currently deployed functionality as requested by you, (ix) manage circuits for connection to WAN interface and (x) facilitate ordering warrantied failed equipment.

2.4    Storage Area Network (SAN) Management Services
For HP and Dell Managed SAN, we shall, using vendor-supplied monitoring tools and management applications: (i) monitor health of SAN to the extent possible utilizing vendor provided alerts and metrics if capable of integration into our management tools, (ii) monitor for availability, (iii) identify and report hardware faults, (iv) alter you on defined metrics and thresholds based on sustained or average utilization outside of defined thresholds, (v) perform volume management (i.e., provisioning, de-provisioning LUNs), (vi) monitor host connectivity when host is managed, (vii) monitor network health and utilization, (viii) perform firmware updates for stability or if deemed critical by the manufacturer, (ix) monitor SAN-level replication for SANs with built-in replication capabilities and (x) facilitate ordering warrantied failed equipment.

2.5    Load Balancer Management Services
For Citrix NetScaler and F5 Managed Load Balancers, we shall, using vendor-supplied monitoring tools and management applications: (i) monitor health of physical or virtual load balancer, (ii) monitor your load balancer for availability and performance, (iii) alert you on defined metrics and thresholds, (iv) perform requested changes to device configuration of currently deployed functionality and (v) facilitate ordering warrantied failed equipment.

2.6    Wireless Access Point Management Services (WAP)
For Cisco, HP, Meraki, Juniper Managed WAP we shall: (i) monitor for availability and performance, (ii) identify and report hardware faults, (iii) alert you on defined metrics and thresholds, (iv) perform and retain daily offsite configuration backup for manufacturers who support this feature, (v) perform firmware review and maintenance, (vi) monitor service set identifier (SSID) configuration and radio broadcast, (vii) perform requested changes to device configuration of currently deployed functionality as requested, (viii) manage circuits for connection to WAN interface and (ix) facilitate ordering warrantied failed equipment.

2.7    Uninterruptible Power Supply (UPS)
For UPS, we shall (when applicable and available) using vendor-supplied monitoring tools and management applications: (i) monitor temperature and humidity of the network enclosure, (ii) monitor environmental health of the UPS, (iii) monitor the power sub-system’s handling of and recovery from power-related events and (iv) facilitate ordering warrantied failed equipment.

3.     Application Services for Managed Devices

We shall provide application monitoring services for only your Managed Devices and only to the extent that you and the software vendor provide us with reasonable access to the applications.

3.1    Microsoft Exchange Messaging Services
For your Microsoft Exchange messaging sub-system (“Exchange”), we shall: (i) perform the Internet mail loop test (SMTP), (ii) monitor information store size for free disk space, (iii) monitor mail queue growth, (iv) monitor your ability for MAPI to achieve Exchange database logon and (v) activation/failover of database availability groups. We shall escalate any Exchange application alerts to your Exchange subject matter expert as necessary.

We shall also assist you with the operational health of Exchange and routine tasks as follows: (i) grant and remove permissions to public folders, distribution lists and mailboxes, (ii) recover deleted email, (iii) create and assign mailbox size limits, (iv) create and assign send/receive limits, (v) mailbox delegation, (vi) single move mailbox, (vii) mail forwarding, (viii) SMTP relay management, (ix) create and assign exchange server policies, (x) create and assign mailbox store policies, (xi) message tracking, (xii) create and delete storage groups, (xiii) create, delete, recover and backup mailbox stores, (xiv) mailbox store maintenance, (xv) create, delete and troubleshoot Exchange connectors, (xvi) troubleshoot message routing issues, (xvii) restore database and (xviii) if you use Microsoft Forefront Online Protection, perform whitelist, blacklist, SPAM and anti-virus in the cloud for inbound email.

3.2    Microsoft SQL Database Management Services
For your Microsoft database engine, we shall monitor: (i) standard SQL maintenance plan jobs including database backups, (ii) evaluate backup job failures and escalate to you as necessary and (iii) escalate any SQL database alerts to your SQL database administrator as necessary.

3.3    Microsoft Lync Management Services
For your Microsoft Lync server (“Lync”), we shall utilize management applications to monitor: (i) topology health and (ii) pool availability. We shall escalate any Lync application alerts to your Lync subject matter expert as necessary.

We shall also assist you with the operational health of Lync and routine tasks as follows: (i) bulk enable users for access, (ii) enterprise voice and (iii) synthetic testing using local watcher node running the following tests every 2 minutes and report success/fail into SCOM: (a) client registration, (b) instant messaging, (c) group instant messaging, (d) peer-to-peer audio/video sessions, (e) audio/visual conference, (f) presence, (g) address book service, (h) address book web service, (i) calls routed to PSTN gateway and back, (j) AVEdge connectivity, (k) mobile device instant messaging, (l) Exchange unified messaging and (m) application sharing.

3.4    Microsoft Sharepoint Management Services
For your Microsoft SharePoint server, we shall utilize management applications to monitor: (i) SharePoint alerts and (ii) escalate any SharePoint application alerts to your SharePoint subject matter expert as necessary.

We shall also assist you with the operational health of your SharePoint system and routine tasks as follows: (i) search, index and work flow services, (ii) if you use Microsoft DPM, backup and restore sites and configuration data and (iii) if you use Microsoft DPM or SQL database/log backups, backup and restore SQL data.

3.5   Microsoft Remote Desktop Services (RDS) Management Services
We shall use management applications to monitor the health of the Remote Desktop Services environment for Managed Servers with the following roles: (i) Broker, Web, Gateway and Session Host and (ii) escalate any RDS application alerts to your RDS subject matter expert as necessary.

We shall also assist you with the operational health of your RDS and routine tasks as follows: (i) if a load balancing device is also managed, monitor and maintain RDS load balancing and (ii) setup or configure currently deployed functionality.

3.6    Microsoft Data Protection Manager (DPM)
For your DPM server application, we shall use vendor-supplied monitoring tools and management applications to: (i) notify you of DPM services alerts and availability, (ii) provide notification, escalation and remediation efforts for DPM protection availability, (iii) escalate and prosecute data protection and recovery requests and (iv) monitor DPM application functionality and availability.

3.7    Citrix XenApp
For your Citrix XenApp Managed Servers, we shall use vendor-supplied monitoring tools and management applications to monitor: (i) health state and (ii) end user experience. For your Citrix XenApp application, we shall: (i) remediate health state and availability issues and (ii) recommend sizing and expansion to accommodate application and server load. We shall escalate any Citrix XenApp application alerts to your Citrix subject matter expert as necessary.

We shall also assist you with the operational health of your Citrix XenApp systems and routine tasks as follows: (i) if a load balancing device is also managed, monitor and manage load balancing and (ii) setup or configure currently deployed functionality.

3.8    Blackberry Enterprise
For your Blackberry server application, we shall use vendor-supplied monitoring tools and management applications to: (i) notify you of Blackberry messaging service alerts and availability and (ii) escalate with Blackberry support if there is a support contract for remediation of business critical failures.

3.9    Web Site Services
We shall monitor your web site’s availability hosted on Managed Servers upon your request and verify web page response. We shall escalate any website alerts to your web subject matter expert as necessary.

4.     Problem Management Services

We monitor the Infrastructure Services 24 hours per day, 7 days per week. When our monitoring staff in the Network Operations Center (“NOC”) becomes aware of an incident, we shall begin problem management. All incidents, with status or resolution, will be documented within the Problem (Incident) Ticket Tracking System.

4.1    Specific Incident Reporting
We shall report issues affecting internet connectivity or issues impacting email communications to you by telephone. Otherwise, incident reporting will follow the Incident Escalation Process.

4.2    Incident Management and Response Times
Upon our detection of a non-routine problem that cannot be readily resolved within the NOC, a problem incident will be escalated. The following escalation procedures (“Incident Escalation Process”) will be used for non-routine issues to ensure the appropriate resources are engaged based on the severity level and we shall remain engaged until the issue is resolved:

Priority 1 – Critical issue; entire organization is affected; major business processes are affected; immediate response and engagement with a target resolution time of 12 hours. Email or phone communications are sent to business contacts every 30 minutes with an update status.

Priority 2 – High impact; large group of users or entire business unit is affected; major business processes are affected; 15 minute response and engagement with a target resolution time of 24 hours. Email or phone communications are sent to business contacts every 30 minutes with an update status.

Priority 3 – Medium impact; group of users or business unit is affected; business is degraded; 45 minute response, 24 hour engagement with a target resolution time of 72 hours. Email or phone communications are sent to business contacts once per day with an update status.

Priority 4 – Low impact; small group of users affected; no business processes are affected; 45 minute response, 72 hour engagement with a target resolution time of 5 days. Email or phone communications are sent to business contacts with status updates and upon completion.

Priority 5 – Very low impact; change request; no business processes or groups of users affected; 45 minute response, with an engagement and target resolution as required by defined due date. Email or phone communications are sent to business contacts with status updates and upon completion.

Equipment and Software Obligations

For both your equipment or equipment provided by us, we may occasionally request your staff to perform simple on-site tasks. You shall not perform any upgrades or repair to the equipment without first providing reasonable notice to us and obtaining our authorization. If you fail to provide reasonable notice, or fail to follow our authorization instructions, and the change causes a problem then you shall pay for our response efforts at our standard hourly rate.

Our support is limited for Managed Devices running software that is no longer supported by vendor. If a system is determined to be unstable and a rebuild is necessary, the required work will be outside of the Infrastructure Services and be billed accordingly, subject to your advance approval of the work. Backup protection for servers running non-supported software may also be limited.

1.     Your Equipment and Software

You shall keep all hardware maintenance agreements on Managed Devices and network equipment infrastructure in effect. You shall be responsible for renewing or purchasing necessary maintenance agreements. You understand that non-compliance may impact service delivery and result in additional fees outside of the Infrastructure Services, subject to your advance approval of the work.

You are responsible for obtaining all required licenses. You shall provide proof of licensing before the applicable Effective Date or project start date. You shall provide all software media displaying a CD-KEY upon our request. You acknowledge our recommendation of Software Assurance (SA) or other applicable software maintenance. Your failure to purchase coverage may require you to purchase additional licensing in the future in order to receive any Infrastructure Services.

You shall designate us as an authorized agent to request actions under any applicable software support and service agreements or hardware maintenance and support agreements.

2.     Our Equipment and Software

We shall be responsible for any applicable maintenance agreements we deem appropriate for equipment provided by us. In some instances, we may provide you access to third-party software. Third party software is subject to the license terms provided by the applicable third party vendor. If the Terms of Service are terminated, then you must either (i) re-acquire the right to use the third party software or (ii) cease all use of the software.

Service Levels and Service Level Credits

The measurements and service level below (the “Service Level”) are intended to measure our performance with respect to the Infrastructure Services.

1.     Availability and Service Level

Availability of less than 99.9% for a Managed Device is considered a “Service Level Incident”. “Availability” of a Managed Device means (i) the total hours a device is functioning as intended during the calendar month divided by; (ii) the total hours in the month, excluding any Exclusions.

2.     Service Level Credits

In the event of a Service Level Incident, you will be entitled to a corresponding credit in the amount of ten percent (10%) of the monthly Service Fee for the affected Managed Device (“Service Level Credit”). Service Level Credits are credited against payments that become due to us under a Customer Order Form in the succeeding month. A maximum of 5 Service Level Incidents (and only one per Managed Device) may be credited during a calendar month. The aggregate monthly maximum for Service Level Credits is $500.

3.     Exclusions

We may exclude from the determination of our performance under the Service Level and will not be held responsible for failures to provide the Services during the period of time when any of the following exclusions (the “Exclusions”) exist:

  • I. A defect or malfunction in any hardware or software not caused by our negligence, which adversely affects our ability to perform the Services.

  • II. Hardware or software problems resulting from your resources not under our management.

  • III. The hours mutually agreed upon in writing for repairs, maintenance and routine server and application upgrades (“Maintenance Window”) or other agreed-upon times necessary for repairs or maintenance.

  • IV. Failures caused by changes made by you not communicated to us in accordance with this Services Catalog.

  • V. Hardware or software problems or failures related to your prioritization or reprioritization of tasks.

  • VI. Any temporary exclusion requested by us and approved by you to implement changes in applications, environments, conversions or system software.

  • VII. Hardware or software problems resulting from your actions or inactions contrary to our reasonable recommendations.

  • VIII. Your failure to fulfill your responsibilities or obligations under this Services Catalog or the Terms of Service.

  • IX. Delays or downtime due to any factor outside of our reasonable control (including any force majeure event under the Terms of Service).

  • X. Loss of data due to your lack of data protection.

  • XI. Loss of internet connectivity to your site for any reason.

  • XII. Your removal of a Managed Device from service.

  • XIII. Your use of non-supported software versions.

  • XIV. Loss of public cloud provider functionality.