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networking delaware llc p.o box 9173 newark de 19714 302-368-8630 www.networkingdelaware.com office networks made simple networking delaware 2009/2010 i.t services catalog

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2 es about us facts about networking delaware networking delaware began as a company in 2004 our engineers and technicians have from 10 to 22 years experience in computer network support all employees are background checked drug tested and most importantly certified in their particular specialities networking delaware consists of three groups the network administration group the network engineering group and the new network defender group that provides 24/7 automated network monitoring management and support network defender is the name of our most recent technological offering that is guaranteed to increase your security eliminate downtime and improve the overall performance of your entire network we guarantee that your network will not go down if it does we absorb all labor costs to get you back up and functioning normally networking delaware is a microsoft® registered partner what does this mean to you among other things it means we have direct access to microsoft s employee engineers when a critical problem arises that defies quick diagnosis we can escalate the problem up through the entire microsoft support hierarchy from there we have access to industry leading engineers who were part of the development teams that created windows and who in turn have access to microsoft s vast array of trade secrets and the millions of lines of code that make up the windows operating system as a microsoft partner we can provide this invaluable additional service at no additional cost to you you could pay over $500 per hour to purchase this additional service with the one price ultimate level of our new network defender plan you can budget for computer network support just like rent or insurance

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3 es about the new us the story of networking delaware was pretty common and straight forward until march 2008 until then we had always provided service and support to small businesses whenever they had problems with their networks something stopped working an employee needed some training a virus had to be removed or a hundred other tasks the client called us they told us what they needed we came by as soon as possible and resolved the problem quick and efficient there was however one gigantic flaw with this business model while we did perform some preventative maintenance for a handful of clients by and large we had to wait until our clients were suffering until their productivity was negatively impacted in the worst of cases people were idled or data was lost this meant that we hardly ever received a phone call from a happy client they were always in pain before they called us on march 1st 2008 all of that changed for the better that date was the day our new business model went into effect and the day our clients pain and suffering started to go away for good we had made the decision that a resolving a problem was nowhere near as good as a problem prevented earlier in the year we became aware of a new monitoring technology that was both comprehensive and affordable before then the only organizations that could afford these systems were governments and multi-national corporations we decided to acquire this software and combine this monitoring with a highly secure remote access system and several other options to create a new service plan that is dedicated to preventing network problems before they affect our clients in fact we can guarantee it we are so confident in this technology that if your company is subscribed to the ultimate level of our network defender plan and your network goes down for any reason whatsoever we will provide the labor to get you back up and running normally at no additional charge.to you if your covered network goes down for any reason whatsoever we will provide all labor necessary to get you back to normal operation at no additional cost to you.

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4 the foundation 24/7/365 system monitoring we constantly monitor all aspects of your network so we can stay informed about the status and health of your hardware and software there are many things that can go wrong with your network and by keeping an eye on certain indicators we can detect pending system failures and in many cases actually predict future hardware failures before they occur we set reporting thresholds on every individual item to be monitored anytime any of these items deviate from these preset limits we automatically receive an alarm there are so many diverse items that are inter-related automated monitoring is the only method that can allow observation at so many levels simultaneously at this point several things can happen according to your wishes or the level of service plan you prefer 1 according to your policy we can pass the information along to you your i.t manager or anyone else with an email address pager or sms capable phone 2 as long as the system is still on-line and responding we can begin to address the problem remotely this is the normal procedure in approximately 95 of our problem discoveries evaluations and responses 3 if the unit is off-line or if the internet connection is down we can come on-site to solve the problem 4 if you are located geographically distant from us we can inform another support vendor and they can address the problem according to your wishes whether or not problems are detected you can still receive a daily email with a summery of your system status probable resolution guaranteed resolution networking delaware remote response networking delaware on-site unknown client s i.t dept other primary alarm layer constant system monitoring

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5 the next level 24/7/365 system management through our monitoring efforts we are able to make system management decisions that can dramatically increase the security of your network while dramatically decreasing the chances for downtime and data loss when our system discovers a pending failure or out-of-spec situation in most cases we can respond remotely to resolve that problem if remote resolution isn t applicable or impossible due to the type of situation we can come on-site to begin resolution in addition to keeping an eye on the health of your network we also manage your security anti-virus signatures firewall configuration tcp/ip port policies intrusion detection status and hacker penetration attempts are all monitored and when a potential problem is detected adjustments are made to successfully manage the situation before it can compromise your data security the success of your backups are constantly monitored and the ability to restore data is tested every week on-site this is the most important item that can be monitored and managed we also strongly suggest that you redundantly backup to an off-site location this has saved many businesses who were victims of a fire or of equipment theft or vandalism most times you will not be aware that a problem ever existed until you receive our daily client status email this communication will let you know that either the day was uneventful or if not what happened why it happened and how we fixed it adjusted it or reconfigured it this is true of all-important server management as well as less critical workstation management even network infrastructure items like routers and switches can be monitored and managed if they comply to the snmp simple network management protocol standard most high-end units are smtp compatible.

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6 es services simple monitoring what s included 24/7/365 monitoring of your complete operation intended to discover the causes of downtime before they negatively impact your business simple monitoring service starts at $29.95 per month per unit monitored when on a yearly contract simple monitoring includes reporting on critical items all windows services critical services that have stopped responding backups success or failure in some cases partial backups are reportable anti-virus program status and virus signature file status up to date or not physical disk the disk subsystem including the i/o bus disk controller and the disk itself including any partitions as an indication of the overall performance of the disk subsystem and possible pending failure overall hard drive health via s.m.a.r.t monitoring compatibility read/write errors and trends disk time and drive queue length processor utilization monitors the utilization of all of the processor cores in the server up to a maximum of four cores to determine how heavily utilized each core is processor queue length ­ monitors the number of threads that are ready to run but unable to run used to determine cpu high utilization rates memory usage monitors the following indicators to determine if there is sufficient physical memory available and if the system is making best use of the memory that is installed available memory committed bytes non-pageable memory pages per second hard page faults only page file percentage used hacker activity­ shows login failures and other indications of intrusion attempts network interface monitors a network interface and ensures that if there are excessive levels of traffic or localized chatter you will be alerted.

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7 es services extended monitoring what s included 24/7/365 monitoring of your complete operation intended to discover the causes of downtime before they negatively impact your business extended monitoring service starts at $45.00 per month per server monitored when on a yearly contract and includes all items monitored under the simple plan plus extended monitoring adds email system status exchange server database size bandwidth utilization­ incoming and outgoing tcp port status open/closed as per policy workstation online status via ping web-site online status via interrigation and ping asset device availability via ping and via an snmp monitoring agent when monitored unit is snmp compatible and item is applicable fan status chassis intrusion memory power supply temperature internal motherboard temperature processor temperature voltages raid controller status ups battery charge ups load ups battery life remaining ecc memory errors

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8 es services system support options remote and on-site hardware and software support for servers and workstations network infrastructure support for routers switches firewalls vpn appliances wireless equipment whether under a support contract or on a time and materials basis we will respond to problems discovered through monitoring or by client request our prefered method of first response is via remote connection it saves the client money while helping protect our environment another advantage of remote support is that we can usually respond more quickly often within an hour or less there is a one-half hour minimum for remote service if the problems cannot be appropritaely addressed remotely or if the problem involves internet connectivity we must come on-site to access and repair the problem there is a one hour minimum for standard on-site service and a twohour minimum for emergency on-site service emergency on-site service is when the problem must be addressed within four hours or less standard service is scheduled next day or sooner whenever possible we support intel and amd based machines running microsoft windows operating systems windows 2000 and newer we no longer support novell apple or any version of unix or linux there are no travel charges for on-site service within a 20 mile radius of wilmington delaware travel charges outside this area are calculated on a time plus milage basis.

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9 es other services communications carriers through our partnership with 1-touch solutions www.1touchsolutions.net we can offer excellent rates and management services for your relationship with various communications carriers for telephone and internet service serviceandsupport.us remote response via our landesk technology allows us to respond to your calls almost immediately most support tasks and virtually all network administration can be done remotely allowing for excellent resolution times and lowered costs to you our spam filtering service not only catches over 98 of spam but also filters out viruses and other malware before it even gets near your system an added side-benefit is that your mail server can be configured to accept mail from only one ip address dramatically decreasing your email vulnerability anti-virus we make sure you are protected from the malware that permeates the internet today we are partnered with and employ software from major av developers like avg and symantec cabling and infrastructure support we provide certified cat 5 cat 5e and cat 6 low voltage cabling to code either directly or through our cable specialist partners we also install and maintain patch panels managed and unmanaged network switches routers and bridges.

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10 admin services complete system administration services every server-based network that uses a domain schema requires an experienced network administrator capable of keeping up with the constant changes that take place concerning network security malware and changes in vulnerabilities many times a knowledgeable employee will attempt to function as an ad hoc network administrator this may be sufficient in certain situations such as creating users and assigning permissions however much of the time the tasks are rather complex and the interactions between the hardware the operating system and the user applications can be misleading and circuitous even experienced full-time administrators trained in specific areas such as active directory or security and authentication may run into problems that are obscure and very difficult to diagnose we suggest that you outsource your network administration tasks in at least the following areas active directory users and computers active directory sites and services domains and trusts group policy administration exchange server administration any security issues including intrusion detection systems any authentication problems integration of wireless systems into an existing network networking delaware provides professional network administration and engineering services by full-time employees who are trained and certified to manage your network effectively efficiently and correctly.

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11 specializations in addition to overall general service and support networking delaware has four areas of specialization 1 the building trades and building service trades from construction and remodeling companies to plumbers electricians and hvac specialists landscapers and stone masons networking delaware has the specific knowledge and experience to help put your business on top of the competition through network efficiency and automation in very competative fields like these this advantage can be the difference between success and failure a good example of how an advanced computer system can help keep you a step ahead of your competitors would be in inventory management the key to profitability in the building trades is in efficient use of materials and manpower without careful inventory management an entire crew could be idled for lack of a case of roofing nails but with jit just in time materials ordering management you are always assured that the materials will be there when you need them without having to invest in excess inventory we support maxwell systems quickbooks for construction peachtree and other accounting/inventory systems including bar-coding equipment and software 2 financial management firms many cpa firms accountants business coaches and tax specialists depend on networking delaware to keep their systems secure complient and up-to-date during tax season software updates can come daily we do whatever it takes to keep you up-to-date at all times this is where remote support can keep costs down while keeping software and databases cutting-edge current we have experience with software from many different vendors such as wolters-kluwer and cch intuit bna software thomson and ria cpa software sage software and others software from diverse vendors must often work in close syncronization to function correctly we work closely with the various vendors tech support organizations when problems occur in the update or syncronization process.

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12 specializations in addition to overall general service and support networking delaware has four areas of specialization 3 business startups networking delaware has been instrumental in the successful startup of several delaware and maryland companies startups are a great opportunity for us to help our clients get it right the first time often when starting a business in addition to all of the other issues the new owners are overwhelmed with all of the intricacies and details involved in planning purchasing and implementing their technology assets they sometimes over-emphasize one area while totally ignoring another equally important area while any situation can eventually be corrected remediation is always much more expensive than starting out using the best practices initially experience in ordering communications lines and negotiating terms for internet access and telephony systems can save a business thousands of dollars over time 4 business relocations congratulations relocation is usually the result of unplanned success your business has grown and grown and now you are bursting at the seams if you can t build up or spread out you have to move on to a more accommodating location but what about your technology assets what about internet connectivity is the same isp available at the new location what if you want to open an additional office or warehouse or branch offices who has the time or expertise to coordinate the hundreds of details needed for a smooth transition we at networking delaware admin associates are experienced with both your successes and your expansion needs is your new location already wired to what level must you share resources with other tenents what about physical location security are the current electrical circuits sufficient are there sources of electrical interferrence in the area how about wireless interferrence is there any potential danger from flooding due to close proximity to a nearby water main what about the existing infrastructure all of these questions should be answered before relocation plans are be finalized we can find the answers to these questions and much more.

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13 no plan network defender plan basic $15 pc $50 server $495 minimum description client s monthly investment time and materials rates $130 8-6:m-f $160 6-8:m-f $220 sat-sun silver $20 pc $75 server $695 minimum $110 gold $25 pc $95 server $895 minimum $100 ultimate $75 pc $395 server $1495 min free service calls additional projects and consulting $95 hourly on site rate 1 hour minimum emergency response fee 1 hour minimum after hours and weekends 2 hour minimum our normal business hours are 8-6 m-f emergency response time on-site scheduling of technician phone and remote support sessions $120 $160 1 hr min after hours weekends 2 hr min $140 1 hr min after hours weekends 2 hr min $120 1 hr min after hours weekends 2 hr min $110 1 hr min after hours weekends 2 hr min included 4-6 hours 2-3 days 3 hours 1-2 days 2 hours 1-2 days 10 min per pc server included then $20 per 15 min 1 hour next day 15 min per pc server included then $15 per 15 min 1 hour or less guaranteed same day $25 per 15 min $22 per 15 min included 24-7 remote monitoring server stability and performance notification of unusual events daily back up monitoring not included included included included included daily firewall monitoring executive summary monthly report virus definition updates unlimited remote patch mgmt online custom client portal creation of aup acceptable user policy quarterly review and planning meeting daily system status e-mail client access to software virtual private network for remote control and access to network resources unlimited software upgrades spyware monitoring and removal adding and removing users installation of new hardware and software virus removal and cleaning employee security training sessions vendor liaison shopping and ordering warranty parts 100 no-hassle guarantee not included not included not included not included not included not included not included not included not included not included not included not included not included not included not included not included not included $0 first response will be via remote connection included included included included not included not included not included not included not included not included not included not included not included not included not included not included not included included included included included included included included not included not included not included not included not included not included not included not included not included not included included included included included included included included included included included included not included not included not included not included not included not included included included included included included included included included included included included included included included included included included you save labor only client must purchase hardware/software and maintain proper licensing levels.

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14 the most important question you can ask yourself today is if your computer system crashed right now would you be in business tomorrow most business people do not honestly know the answer to that question do you everything that moves heats up or changes eventually wears out and usually at the worst possible time it s not a matter of if but of when think about it the failure rate of all hardware is 100 eventually the question is when will that day arrive next month next week tomorrow today and make no mistake about it if you have an internet connection your computer system is definitely at risk cyber-criminals kids with too much time on their hands computer viruses disgruntled employees human error or time and the fickle finger of fate are all conspiring to damage or even destroy your precious data in our experience we have found that those who plan ahead and are prepared for just such a catastrophe are the ones who can open the doors of their business the next day if you can recover that s better than about 40 of the other businesses experiencing a catastrophic data loss that 40 never reopen their doors as for the 60 that do about 68 of those will be out of business within the next year directly due to that data loss frightening isn t it you may back up your data but can it be restored almost 54 find that while they backup religiously for various reasons their data can not be restored when needed backups are a good first step but a complete and comprehensive disaster recovery plan combined with constant testing of backups will increase your chances of survival should disaster strike a good service and support organization such as networking delaware will constantly and proactively monitor your network for any sign of impending problems and if at all possible correct them before they can affect your operation let s discuss your needs and find common ground to address those needs now before a disaster strikes afterwards will be too late the gartner group 2006 research study.

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