Connetic - MSP

IT Services San Diego | Connetic

3/25 discussion with Stephanie:

• Justin had said slow and expensive OK, but not on site.
• Stephanie: Usually good. But sometimes don’t have sense of urgency.
• For example: Asked them to install WiseStamp for consistent email signature - took many weeks.
• Connetic is not proactive, e.g., re domains.
• No-one on site - Issues like (Mac) calendar permission problems that Justin has really need someone on site.
• Virus protection on PCs - McAfee preinstalled, but has expired. Nothing done by Connetic.

3/26 discussion with Stephanie

• Future with Connetic is TBD.
• Connetic is generally slow, non-proactve.
• Potentially look at replacing them. If kms wasn’t a contractor, maybe more definitely.
• Look at other providers - Stephanie has a list, but hasn’t looked.
• Assess if Connetic are capable of making the “Teams” switch, i.e., Google to Microsoft.
• Joshua is acct manager.
• Last call was a month ago

Next steps:

• Discuss approach with Stephanie
• Look at Connetic agreement, costs.
• Compare with what kms has seen:
  • Electric AI - $100-$120 per user per month - Help Desk & MDM
  • Greystone - not broken out that way
• Look at the list of other providers that S. has.
• Set up a call with Connetic account manager Joshua
• Discuss responsiveness, proactiveness, etc.
• Discuss Google to MS Office Migration. Looking at their web site, they don’t strike me as an implementor

From: Kevin Smith <ksmith@rebalancehealth.com>

Date: Fri, Mar 29, 2024 at 4:04 PM

Subject: Connetic Service Agreement

To: David Goddard <dgoddard@rebalancehealth.com>, Katy DeRado <kderado@rebalancehealth.com>

Cc: Stephanie Arnold <sarnold@rebalancehealth.com>

Hi David and Katy,

At your convenience, please can you share the Connetic service agreement with Stephanie and me.

We have asked Connetic to assist us with our Google to Microsoft migration, and from our initial conversation with them it appears as if this project will be covered by the agreement.

However, I plan on clarifying if there will be any costs associated with the project, for example, I will ask a question along the lines of "Is there anything that may incur charges outside our existing agreement, such as insisting on a go-live over a weekend?".

It will be good to know exactly what is stipulated in the agreement before we ask.

Thanks, and have a great weekend!

4/1 - David: This is the only one I can find on file.

Google My Drive / Vendors / Connetic / Rebalance-210406TS.pdf

Summary:

• MSA entered into on 4/6/2021 by Justin & Connetic. Start date 4/9/2021
• Based on number of users. 50% for part time users.
• Monthly.
• Does not include network.$1,000 pm (site) plus $150 pm (employee). Assume 20 employees ~ $4,000 pm.
• Scope of Work/Service Level Agreement
  • Continuous Desktop, Laptop, smartphone support.
  • Network & Server Implementation and Maintenance.
  • 24/365 Help Desk with 2-hour response guarantee.
  • Annual physical site visit for infrastructure upgrades.
  • IT Strategy Consulting.
  • Furnish all remote labor required to restore to proper operation the IT
  • equipment located at the listed sites at any time.
  • Install client networking and operating system software as directed by
  • employees to support their work.
  • Install and upgrade business applications and required by employees to
  • support their work.
  • Recommend changes to the network architecture to support growth and
  • other necessary changes.
  • Monitor the status of IT assets to minimize asset downtime.
  • Provide remote helpdesk technical support via telephone, e-mail and the
  • worldwide web to employees upon request, 24 hours per day every day
  • within 2-hour SLA. Employees can initiate service requests via telephone or
  • e-mail as per the attached contact sheet.
  • Act as an agent to network systems and software vendors when directed.
  • Assess and report the operational status of the IT equipment once per
  • service month or when specifically directed.

On Fri, Mar 29, 2024 at 1:21 PM Stephanie Arnold <sarnold@rebalancehealth.com> wrote:

Hello Team,

Kindly grant Kevin Smith Admin permissions for our entire system. He will be working directly with Joshua and is currently serving as our Internal IT Director in consultant capacity.

With gratitude,

Stephanie