HILLTOP GUARDIAN SERVICE (HGS)

CUSTODIAN

Our Core Post-Warranty Maintenance

Custodian forms a solid foundation for all your telephony and networking support services. Reliable and cost-effective, Custodian is available in annual or multi-year agreements.

• Multiple Support Offerings - 8 to 5 Monday - Friday or 7days a week, 24 hours a day extended coverage. Telephone system and phones or switch only.
• Guaranteed Service Levels 4 hour emergency response time, 24 hours non-emergency response.
• 24-hour system monitoring alerts us to trends and issues that affect your system.
• Remote diagnostics and troubleshooting allows an experienced professional to help you solve issues right over the phone.
• Replacement hardware is easily available because of our in-house stock of critical replacement parts and real time access to distributors.
• Tel co/carrier diagnostic and repair means we have the expertise to cover all aspects of your system working with your existing carriers.
• Intelligent dispatching ensures that the correct part or technician is on its way to your site as efficiently as possible.
• Help Desk Support provides technical back-up and support for your communication system.

CUSTODIAN PLUS

State-of-the-Art Proactive Services

CustodianPlus+ gives you all the basic services of Custodian plus enhanced support that helps you resolve issues before they impact your working environment.

• Software release management includes a monthly review of your system to identify firmware and software patches. We implement these at your convenience with minimum interruption to your work schedule.
• Unlimited remote assistance gives you 8 x 5 access to an experienced NOC engineer who knows your system and can help resolve any issues.
• Limited remote change management lets you schedule moves, adds and changes (MACs) as you need. It even includes station changes, button changes, call center vectoring and trunk groups. Includes up to 10 scheduled remote MAC changes requests per month. Each request will handle up to 5 changes.
• Hilltop Priority Services Agreement (HPSA) are pre-paid programs that reduce service costs while providing priority support across all areas of Hilltop's expertise.

LOOKOUT

Secure Access Extended Monitoring

Lookout lets you see what we see as we continuously monitor the devices that support your telephony / networking system.

• Publish and subscribe alarming is purpose-built to monitor the health and performance of every router, switch, gateway, and link in the entire network infrastructure. This provides the ability to know when problems occur, where it happened and drill down to find out exactly why. VoIP Monitor adds critical reports and tools for VoIP networks that further reduce issue resolution times for companies running VoIP on their network.
• Statistical system tools such as alarms for both voice and data assets, real-time dashboards and metric and threshold monitoring provide critical information to keep your system healthy and identify trends, multiple report options and delivery schedule determined by you.
• System dependencies can be identified to get a better overall view of all working devices.
• RTCP statistical monitoring helps improve user experience and network performance.
• Secure access lets you control who sees system data.

GUARD

Professional, Consultative Support

Guard ensures that your network for both voice and data stays in top shape and current in today's environment of constantly changing technology.

• VoIP / network assessments occur quarterly to ensure your network is optimized for VoIP.
• Expert professionals help you establish a baseline of current network transport and validate proposed network changes.
• Network traffic forensics offer critical insight for "firefighting" issues and help ensure ongoing network health.
• Comprehensive reports help decipher between data and VoIP applications, generating real-time and historical traffic statistics by application and protocol.
• Overall system view isolates performance issues between networks, applications and/or servers.

CARETAKER

Workstation, Network Server & Security Support

Caretaker is a predictable approach to fully managing your complex desktop support requirements

• Essential Server Management maximizes your server and application uptimes to keep productivity levels high. Providing software support, performance monitoring, hardware health monitoring, patch level monitoring and deployment and on-going server maintenance.
• Workstation Support maximizes employee productivity with proper desktop tool maintenance resources. Providing workstation monitoring, disk drive cleaning, antivirus and anti spyware management, remote and phone remedial support, desktop break/fix and Microsoft patch level monitoring and deployment.
• Security Support monitors and optimizes the security of your network. Providing security device monitoring, firmware update notification and installation, Internet usage reporting, bandwidth monitoring and reporting and remote remediation of security issues.

PARTNER

Manufacturer Support Management

Partner helps you get the most out of your third-party support agreements by providing a single point of contact for all your manufacturer extended hardware and software warranty agreements.

• Paperwork management is handled by experienced staff.
• Notification of expirations and other requirements means you never miss a deadline.
• Replacement device and parts coordination helps you comply with terms of the agreement to minimize downtime and get your equipment up and running.
• Assistance of Asset Management for replacement parts with manufacturer.
• Co-termination handling for additions of parts.