Service Briefs

• Hosting of client-licensed QuickBooks versions on dedicated, high-performance servers.
• Support for advanced features: payroll, inventory, pricing, and multi-entity management.
• Integration support for 200+ third-party applications.
• Built-in cybersecurity: secure RDP access, MFA, server segmentation.
• Real-time multi-user access with seamless printing and scanning integration.
• Daily backups with 15-day retention; optional geographic redundancy.
• Optional Office 365 integration.

• Deploy and configure dedicated QuickBooks environments.
• Migrate existing QuickBooks data.
• Monitor server performance and apply updates.
• Perform daily backups and validate integrity.
• Provide 24×7 technical support.

• Hosting of Sage applications with dedicated resources.
• Multi-user access optimized for Sage workloads.
• Support for Sage add-ons.
• MFA, secure RDP, endpoint protection.
• Daily backups; optional extended retention.

• Deploy and configure Sage environments.
• Guide data migration and validation.
• Monitor server health and apply patches.
• Perform daily backups and provide 24×7 support.

• Streaming for supported Windows apps.
• Secure delivery via Summit infrastructure.
• Role-based permissions, app isolation.
• Usage monitoring and analytics.

• Package and publish apps.
• Manage updates and versions.
• Monitor performance.
• Support app access 24×7.

• Persistent desktops with dedicated resources.
• User-specific profile retention.
• Custom desktop configurations.
• MFA, encryption, directory integration.

• Provision persistent desktops with user storage.
• Manage images, patching, backups.
• Monitor health and performance.
• Support users 24×7.

• Non-persistent virtual desktops from Summit’s infrastructure.
• Centralized app deployment.
• MFA, VPN, secure gateway access.
• Printing and scanning support.
• Optional Office suite integration.

• Provision non-persistent desktop pools.
• Manage session hosts and brokers.
• Monitor performance and apply updates.
• Support users 24×7.

• Provisioning and deployment of dedicated bare-metal servers with hardware specifications defined in client orders.
• Hardware customization, including CPU, RAM, storage, network interface cards, and optional RAID configurations.
• Flexible bandwidth allocation with committed and burstable options, supporting 95th percentile billing calculations.
• Operating system installation, initial configuration, and network integration upon request.
• Assignment of dedicated IP addresses, VLAN configuration, and firewall setup in conjunction with other Summit-managed services.
• Hardware monitoring for availability, performance, and health, including proactive alerts for failures or degradations.
• Replacement of failed hardware components within SLA timeframes (1 hour in Chicago, 2 business days globally).
• Scheduled maintenance coordination, including hardware and firmware updates.
• Billing transparency with non-recurring setup charges and recurring monthly service fees.

• Deploy and rack dedicated server hardware per client specifications and Summit best practices.
• Monitor server hardware health 24×7, including power supplies, drives, CPUs, and memory.
• Respond to incidents, coordinating root cause analysis and hardware replacement as required.
• Manage bandwidth utilization and perform 95th percentile calculations for billing purposes.
• Provide network connectivity monitoring, ensuring adherence to Summit’s uptime, latency, and packet loss SLAs.
• Notify clients of scheduled or emergency maintenance impacting dedicated servers, providing 48-hour advance notice for planned maintenance.
• Replace failed hardware components in accordance with SLA commitments.
• Support optional reinstallation of operating systems, BIOS/firmware upgrades, and RAID rebuilds upon client request.

• Provision of shared compute resource pools with dynamic vCPU, RAM, and disk allocations.
• Multi-tenant SAN storage optimized for performance, supporting thin provisioning.
• Hyper-V Failover Clustering and Live Migration for high availability and minimal downtime.
• VLAN configuration and Hyper-V virtual switch management for secure client networking.
• Direct private connections to client premises or third-party data centers.
• Secure role-based administrative access for client VM lifecycle tasks.
• Optional OS management, backup, and disaster recovery integration with Summit-managed Hyper-V environments.

• Deploy and manage Hyper-V host clusters, including updates, patching, and capacity planning.
• Monitor cluster performance and health 24×7, with proactive remediation.
• Provision and manage client VMs per approved specifications.
• Apply security updates and maintain compliance configurations.
• Document Hyper-V configurations, network assignments, and client resources.
• Provide periodic reports on resource utilization, performance, and optimization recommendations.

• Provision of shared VMware compute resource pools (vCPU, RAM) with customizable allocations.
• Access to Summit’s multi-tenant SAN storage with high performance and redundancy.
• Support for VMware HA, vMotion, and DRS to maximize uptime and resource efficiency.
• NSX-powered network segmentation and firewalling for secure client environments.
• Direct connectivity options to major public clouds and client premises via Summit CloudLink.
• Secure client access to Summit’s vSphere portal for self-service virtual machine management (create, modify, snapshot, console access).
• Optional backup and disaster recovery services integrated with VMware infrastructure.
• Compliance-ready platform meeting SOC 2 and ISO 27001 requirements.

• Configure and maintain VMware vSphere clusters, including patching and capacity management.
• Monitor compute, network, and storage health 24×7 with proactive alerts and remediation.
• Provision and manage client VMs per approved resource requests.
• Apply security updates to hypervisors and management tools.
• Maintain and document vSphere configurations and client resource allocations.
• Provide monthly reports on performance, utilization, and capacity planning.

• Allocation of dedicated or shared cabinet space within Summit’s data centers, with flexibility for partial or full racks.
• Installation of client equipment in alignment with Summit’s hot/cold aisle containment and airflow standards.
• Provision of primary and optional redundant power circuits with defined power caps and rated capacities.
• 24x7x365 environmental monitoring and SLA-backed maintenance of temperature and humidity within specified ranges.
• Cross-connect installation options including:
• Infrastructure cross-connects between client colocation spaces.
• Summit cross-connects for connectivity to Summit services.
• Carrier cross-connects to third-party telecom providers.
• Media conversion services enabling seamless connectivity between disparate media types.
• Escorted access and logistics support for hardware deliveries, removals, and relocations.
• Optional assistance with equipment disposal, media destruction, and secure media erasure.
• SLA credits for non-compliance with defined environmental and power availability standards.
• Insurance requirements guidance to ensure compliance with Summit’s policies for liability, property, and worker safety.

• Designate, prepare, and maintain colocation spaces according to client orders and data center capacity plans.
• Provide power installation, monitoring, and redundancy management, ensuring adherence to rated capacities and power caps.
• Monitor and maintain temperature and humidity levels within defined SLA ranges:
• Temperature: supply air between 55°F and 80°F.
• Humidity: 20% to 65% relative humidity.
• Perform and maintain cross-connect installations, repairs, and testing to support client interconnections.
• Coordinate shipments, receiving, storage, and optional packing services for inbound and outbound equipment.
• Enforce data center security policies and ensure compliance with cabinet containment and blanking panel requirements.
• Support clients with monthly or quarterly capacity reviews, escalation management, and environment optimization recommendations.
• Manage equipment removal and facility restoration upon colocation contract expiration or termination.

• Execution of client-directed tasks within Summit-managed colocation spaces, including installation, removal, and replacement of hardware.
• Physical cabling activities such as patching network or power cables, labeling, and cable management.
• Equipment verification tasks, including power status checks, LED confirmation, and serial number identification.
• Physical power cycling of devices upon client request.
• Shipping and receiving support for hardware deliveries, including inventory, unpacking, and placement.
• Escorting third-party technicians or couriers as needed.
• Remote Hands support by Summit staff in staffed data centers or approved third-party providers in unstaffed facilities.

• Accept Remote Hands requests through Summit’s support ticketing system, assigning unique ticket numbers.
• Prioritize requests based on severity, client impact, scheduling, and staff or third-party availability.
• Dispatch technicians per SLA targets for urgent and non-urgent incidents.
• Provide email confirmations upon ticket creation, with updates through request resolution.
• Escalate issues to specialists as needed, ensuring timely engagement during and outside business hours.
• Document and communicate task completion, including photos or confirmations as applicable.
• Coordinate with third-party providers, passing through any expedite fees or charges.

• Provisioning of object storage capacity with flexible, scalable buckets to accommodate growing data needs.
• Configuration of buckets, access policies, and permissions based on client security and compliance requirements.
• Support for objects up to 2 TB in size, with the ability to append metadata tags for improved data organization.
• Management of versioning, lifecycle policies, and replication for data durability and compliance.
• Access controls to enforce permissions at bucket and object levels.
• Integration of object storage with client applications and networks, including secure endpoint configurations.
• Monitoring of object and bucket health, capacity, and performance metrics.
• Backup and retention of configuration data and policies with rolling change logs.
• Billing transparency, including monthly recurring charges calculated on peak stored volume, data transfer volume, and request counts.

• Deploy and configure object storage environments based on client orders and design specifications.
• Monitor object storage availability, durability, and performance 24×7 with proactive alerts for anomalies.
• Respond to configuration change requests submitted via Summit’s support ticketing system.
• Maintain configuration backups and policy change logs, ensuring data consistency and recoverability.
• Coordinate planned maintenance and critical updates with clients, providing advance notifications.
• Perform root cause analysis and resolution of incidents impacting object storage availability or durability.
• Provide detailed reporting upon request, including storage utilization, data transfer summaries, and request metrics.

• Provisioning and management of SAN LUNs on Summit’s shared, multi-tenant SAN platform.
• Configuration of storage access, including secure zoning and masking for client servers.
• Support for multiple performance tiers to match workload requirements.
• Management of snapshots for point-in-time data recovery.
• Performance optimization, including monitoring and adjusting allocations.
• Capacity planning and storage resource utilization analysis.
• Compliance-ready infrastructure hosted in Summit’s SOC 2-certified data centers.

• Provision new LUNs and manage changes to existing SAN allocations.
• Monitor SAN health, performance, and capacity 24×7, with proactive alerting and remediation.
• Maintain secure storage access configurations to protect client data.
• Perform regular firmware updates, patches, and maintenance on SAN infrastructure.
• Execute client-approved changes such as resizing or decommissioning LUNs.
• Coordinate vendor support and hardware replacement for Summit’s SAN platform.
• Provide periodic reports on storage utilization, performance trends, and recommendations.

• Daily incremental backups of supported virtual machines, physical servers, and critical data.
• Flexible backup schedules and retention policies aligned with client RPO/RTO requirements.
• Encryption of backup data in transit and at rest, with secure storage in Summit’s SOC 2-compliant facilities.
• Support for image-based, file-level, and application-aware backups (e.g., Microsoft SQL, Active Directory).
• Granular recovery options for individual files, folders, or entire systems.
• Optional offsite replication or cloud-based backup targets for enhanced resilience.
• Centralized management of backup configurations and job monitoring.

• Deploy and configure backup jobs and policies according to approved client requirements.
• Monitor backup job health, completion, and performance 24×7, with proactive alerts and remediation.
• Perform backup integrity checks and verification.
• Execute full or partial restores upon client request, including testing recovery processes.
• Apply updates and patches to backup platforms and related infrastructure.
• Provide monthly reports detailing backup status, storage utilization, and recovery activities.

• Daily incremental backups of Salesforce standard and custom objects, metadata, files, and attachments.
• Support for multiple Salesforce environments, including production and sandboxes.
• Flexible retention policies aligned to client compliance and data governance needs.
• Restore capabilities for individual records, metadata, hierarchies, or entire objects.
• Encryption of backup data in transit and at rest.
• Centralized management of backup schedules, jobs, and retention configurations.
• Secure, Summit-hosted backup storage in SOC 2-compliant data centers.

• Deploy and configure Veeam Backup for Salesforce to client specifications.
• Manage backup schedules and retention settings to align with RPO requirements.
• Monitor backup job success, performance, and health 24×7.
• Execute restores of records or objects upon client request, including full or granular recovery.
• Provide monthly reports summarizing backup status, health, and any restore activities.
• Coordinate upgrades and apply patches to the backup platform.

• Daily backups of Exchange mailboxes, SharePoint sites, OneDrive accounts, and Teams data.
• Flexible retention policies to align with client compliance and governance needs.
• Item-level restores for emails, documents, calendar events, contacts, Teams chats, and related data.
• Restoration to original Microsoft 365 locations or alternative destinations.
• Encryption of backup data in transit and at rest, with secure Summit-managed storage.
• Centralized management and monitoring of backup jobs and schedules.
• Regular reporting on backup health, completion status, and restore operations.

• Deploy and configure Veeam Backup for Microsoft 365 for client environments.
• Set up and manage backup schedules and retention policies to meet RPOs.
• Monitor backup jobs 24×7 for performance, completion, and errors.
• Execute item-level or bulk restores upon client request, ensuring timely recovery.
• Provide monthly reports on backup status, storage usage, and restore activities.
• Apply updates and patches to the backup environment as required.

• Real-time or scheduled replication of VMware virtual machines from client primary sites to Summit’s DR infrastructure.
• Configuration of protection groups, priorities, and failover plans tailored to business applications.
• Runbook development documenting step-by-step failover and failback procedures.
• Annual DR testing included to validate DR plans; additional testing available upon request.
• Managed failover execution during declared disasters, including coordination and communication.
• Secure Summit DR environment with redundant compute, storage, and network resources.
• Compliance-ready service hosted in Summit’s SOC 2-certified data centers.

• Design and configure replication topology for protected virtual machines.
• Monitor replication health and performance 24×7, alerting on failures or RPO breaches.
• Maintain and update DR plans and Runbooks as environments or requirements change.
• Execute scheduled DR tests in coordination with client stakeholders.
• Manage failover and failback processes, ensuring minimal downtime.
• Provide post-event reporting on DR activations or test outcomes.
• Deliver regular reports on replication status, DR readiness, and metrics.

• Ongoing health checks, performance monitoring, and optimization of supported Microsoft SQL Server databases.
• Backup and recovery configuration management, ensuring consistent backups with regular integrity testing.
• Management of database security settings, including permissions, encryption, and auditing.
• Index management, statistics updates, and proactive maintenance tasks to enhance performance.
• Support for database upgrades and migrations within Summit-managed environments.
• Coordination of high availability (HA) and disaster recovery (DR) configurations.
• Optional performance tuning services for query optimization and workload balancing.

• Configure database monitoring tools to track performance metrics, availability, and errors 24×7.
• Analyze and respond to alerts, including remediation of common database issues.
• Execute regular maintenance tasks, including index rebuilds, statistics updates, and consistency checks.
• Manage and test backup jobs to ensure recoverability of databases.
• Provide assistance with database restores, version upgrades, or schema changes upon client request.
• Document database configurations, changes, and performance baselines.
• Deliver periodic reports on health, performance, and recommendations for optimization.

• Act as the primary liaison for all Managed Services engagement.
• Provide proactive communication and regular updates on service health and initiatives.
• Coordinate and lead periodic service reviews with client stakeholders.
• Facilitate alignment between Summit’s service delivery teams and client expectations.
• Ensure adherence to Summit’s service standards, processes, and documentation.
• Manage escalation paths for service concerns, maintaining accountability for resolution.

• Conduct onboarding meetings to introduce CES responsibilities and establish communication channels.
• Schedule and host regular check-in meetings (monthly, quarterly, or as agreed) to review performance, incidents, and continuous improvement opportunities.
• Monitor service performance metrics and proactively communicate trends and recommendations.
• Coordinate resources within Summit to resolve service issues efficiently.
• Prepare and distribute timely, accurate communications related to service events, planned maintenance, or incidents.
• Document and track action items from meetings, ensuring follow-through and closure.

Summit will provide the following Advanced Observability services:

• Deployment and configuration of monitoring agents or collectors on supported infrastructure.
• Continuous 24x7x365 monitoring of Systems Under Management, covering:
• Servers (physical and virtual), operating systems, and virtualization platforms.
• Networking appliances, firewalls, switches, and routers.
• Storage systems including RAID controllers, drives, and chassis components.
• Messaging and collaboration platforms such as O365, Exchange, SharePoint.
• Monitoring of key asset instrumentation points, including:
• Availability, CPU, memory, disk utilization.
• Networking interfaces, throughput, packets, errors, and encrypted traffic.
• AID and chassis health indicators (fans, power supplies).
• Storage metrics like IOPS and LUN latency.
• Application-specific statistics for messaging, directory sync, domain connectivity, and SQL performance.
• Configuration of alert thresholds tailored to client requirements and adjusted based on performance trends.
• Aggregation and retention of performance data with resolution schedules for near real-time and historical analysis.
• Integration of monitoring data into Summit’s NOC for event triage, escalation, and incident resolution.
• Detailed monthly or quarterly reports upon request, summarizing monitored metrics, events, and trends.

• 24x7x365 monitoring and event management of all Systems Under Management.
• Triage of monitoring events and prioritization based on severity and business impact.
• Escalation of incidents to Summit engineering teams or directly to client contacts following established escalation procedures.
• Proactive refinement of monitoring thresholds based on historical trends and client feedback.
• Regular updates to monitoring collectors and agents to maintain compatibility with evolving infrastructure.
• Coordination with clients and vendors during incident investigation or troubleshooting activities.
• Maintenance of data retention schedules for event history, configuration logs, and performance metrics.

• Monthly patch deployment for supported OS versions.
• Identification, research, and validation of vendor-released patches.
• Scheduling and execution within approved maintenance windows.
• Pre-patch readiness checks.
• Pilot patch testing.
• Remediation of common patch issues.
• Monthly and quarterly patch reports.

• Windows Server: 2012 R2 (limited), 2016, 2019, 2022.
• Linux: RHEL 7.x-9.x; Rocky 8.x-9.x; AlmaLinux 8.x-9.x; Ubuntu 18.04, 20.04, 22.04; Debian 10-12; SLES 15.x.

• Coordinate patch windows with client change policies.
• Create standard change requests.
• Deploy patches in phased rollouts.
• Execute basic remediation.
• Validate post-patch health.
• Provide detailed reports.

• Apply Summit’s onboarding methodology covering the phases: Project Setup & Planning, Knowledge Transition, Build, Test & Validation, Acceptance, Early Life Support, and Operational State.
• Identify Summit resources responsible for in-scope services.
• Review and validate client’s as-built documentation and runbooks for accuracy prior to assuming service responsibilities.
• Establish and validate operational access for Summit teams.
• Configure client connectivity with Summit’s 24×7 Operations Center, including a dedicated toll-free contact number.
• Set up and document procedures for incident and request submissions.
• Define and establish escalation paths within Summit and the client organization.
• Coordinate training for Summit personnel on client-specific policies, processes, and procedures.
• Review and agree on reporting requirements as specified in the contract.
• Perform a formal onboarding closeout review, including deliverables, open issues, milestones achieved, and client acceptance.
• Conduct a client satisfaction survey post-transition to evaluate performance and identify areas for improvement.
• Communicate discrepancies between discovered and contracted components, with any requested additions subject to incremental service or onboarding fees.

• Develop a detailed onboarding project plan with defined milestones and timelines.
• Lead kickoff and regular project meetings with stakeholders.
• Document and track onboarding deliverables and issues.
• Establish accounts in client-provided systems and ensure timely access for Summit personnel.
• Maintain regular communication with client stakeholders throughout onboarding phases.
• Provide a comprehensive final onboarding report with clear documentation of achievements, issues, and recommendations.

• Configuration, monitoring, and administration of supported Windows and Linux operating systems.
• Automated, policy-driven patching for both OS families, with flexible scheduling and opt-out capabilities.
• Deployment and management of endpoint protection software, including advanced antivirus and XDR solutions.
• Real-time observability of key metrics: CPU, memory, disk usage, processes, and critical OS services.
• Secure privileged account management, with role-based access and MFA enforcement.
• Installation and configuration support for core OS components, including Windows roles (DNS, DHCP, IIS) and Linux services (SSH, file systems).
• Support for disk expansions, driver updates, and network service configuration.
• Coordination with OS vendors for support escalations.
• Regular health and performance reporting, including patch status and trend analyses.
• Optional remediation and proactive service planning included in Managed Plus and Proactive Complete tiers.

• Windows Server: 2012 R2 (limited support), 2016, 2019, 2022
• Linux: RHEL 7.x–9.x; Rocky Linux 8.x, 9.x; AlmaLinux 8.x, 9.x; Ubuntu Server 18.04, 20.04, 22.04 LTS; Debian 10–12; SUSE Linux Enterprise Server (SLES) 15.x

• Perform initial OS configuration, patch baselining, and security hardening.
• Monitor OS health, availability, and performance 24×7 with proactive alerting.
• Execute scheduled or on-demand OS patching, including required reboots and post-patch validation.
• Troubleshoot and resolve OS-level incidents, including performance degradation, service failures, and security alerts.
• Provide approved configuration changes, such as file system resizing or network adjustments.
• Maintain detailed logs of configuration changes, patches applied, and incidents resolved.
• Deliver monthly and quarterly reports on OS health, patch status, and utilization trends.
• Collaborate with clients to plan and schedule maintenance or major configuration changes.

• Provision of dedicated IP connectivity to the Internet using Summit’s global network at designated data center locations.
• Flexible bandwidth options with committed rates and support for burstable bandwidth billed using 95th percentile calculations.
• Assignment of Summit-managed IP addresses for use exclusively during the term of the IP Transit Service.
• Monitoring of network performance, including availability, packet loss, and latency, with thresholds defined by Summit’s SLAs.
• Routing configuration assistance for BGP sessions upon client request.
• Support for IPv4 and IPv6 transit with full routing table advertisement where applicable.
• Transparent billing with detailed usage reports and itemized fees for committed and burst bandwidth.

• Deploy and configure physical connections at client’s colocation space to integrate with Summit’s IP Transit network.
• Monitor bandwidth usage and perform 95th percentile calculations for monthly billing.
• Track and report on network performance metrics including uptime, latency, and packet delivery success.
• Provide 24×7 monitoring of IP Transit connections and proactively respond to network incidents.
• Notify clients of any scheduled maintenance impacting IP Transit services, providing advance notice where possible.
• Perform root cause analysis and remediation of performance issues within Summit’s network.
• Manage IP address assignments, including adding, modifying, or retiring Summit-assigned IP blocks as needed.

• Design, deployment, and management of Metro Ethernet links with 100% uptime SLA when dual connections are used.
• Provision of MPLS VPN services with SLA-backed uptime, latency, and packet loss guarantees.
• Procurement and management of local access circuits connecting client premises to Summit data centers or the Internet.
• Deployment and management of Alien Wavelength and Lit Wavelength services for high-bandwidth point-to-point optical connectivity.
• Provision of Protected Wavelength services using diverse fiber paths for high availability.
• Installation and management of dedicated DWDM platforms for multi-channel optical transport with 100% uptime SLA where redundant designs are implemented.
• Vendor incident management for ISP circuits, including ticketing, vendor engagement, and client communication.
• IP address management for Summit-assigned IPs used in connectivity services.

• Deploy network circuits, optical links, and associated equipment per client orders.
• Monitor availability, performance, and utilization of connectivity services 24×7 with proactive alerting.
• Respond to and resolve network incidents, coordinating with third-party vendors as needed.
• Manage configuration changes, including moves, adds, changes, and deletes (MACDs).
• Maintain documentation and diagrams of network connectivity configurations.
• Participate in client meetings and patching calls to align maintenance schedules.
• Provide detailed reporting on request, including SLA performance, incidents, and metrics.
• Manage configuration backups and logs for all Summit-managed network devices.

• Hardware installation, configuration, and integration into Summit’s data center network.
• Initial configuration of VLANs, routing protocols, security rules, and interface settings aligned with customer requirements.
• Ongoing management of routing and switching configurations, including adds, changes, and deletions (MACDs) for:
  • VLAN provisioning and modifications.
  • Layer 2 and Layer 3 interface configurations.
  • Routing protocol adjustments (BGP, OSPF).
  • Access Control Lists (ACLs), NAT, and security policies.
• Proactive monitoring of device health, environmental conditions, and network performance.
• Configuration backups with rolling change logs and a 90-day retention period.
• Firmware and software maintenance, including patching according to vendor recommendations.
• Hardware replacement within SLA targets.
• High Availability configurations for clients requiring redundant devices with diverse power feeds and uplinks.
• Service Level Objectives and credits for non-compliance, including:
  • 99.988% uptime for standard deployments.
  • 100% uptime for high-availability configurations.
  • ≤60-minute acknowledgment of configuration change requests.
• Transparent billing with detailed usage reports and itemized fees for committed and burst bandwidth.
• ≤1-hour hardware replacement in Chicago; ≤2 business days in other markets.

• 24x7x365 monitoring of routers and switches for availability, performance, and environmental conditions.
• Management of incidents, problems, and configuration changes submitted via the Summit Service Portal or by phone.
• Coordination with vendors for hardware support and software issues.
• Participation in quarterly firmware reviews and annual capacity assessments.
• Maintenance notifications for planned activities; emergency updates may proceed immediately if deemed critical.
• Documentation of all configuration changes through ITIL-aligned change control processes.
• Participation in client patching calls to align schedules and priorities for maintenance activities.

• Provisioning and deployment of physical or virtual firewalls with initial configuration tailored to client security policies.
• Configuration of firewall rulesets, ACLs, NAT policies, VLAN segmentation, and VPN tunnels.
• Ongoing management of firewall configurations, including adds, changes, and deletes (MACDs) for policies, routing, and device settings.
• Administration of advanced features such as IPS/IDS, content filtering, and threat intelligence feeds.
• Monitoring of firewall performance, traffic utilization, and system health, with instrumentation points including CPU/memory, session counts, and encrypted traffic throughput.
• Management of SSL certificates, user accounts, and administrative permissions on firewall devices.
• Integration with Summit’s NOC for 24×7 event management, incident triage, and escalation support.
• Backup of firewall configurations with retention of change logs for a minimum of 90 days.
• Coordination of firmware and software updates aligned with vendor recommendations and client approval.
• SLA-backed response and replacement times, including 1-hour hardware replacement in Chicago and 2 business days worldwide for failed firewalls.

• Monitor firewall health, availability, and traffic statistics 24×7, generating alerts for performance or security anomalies.
• Respond to client-initiated configuration change requests within SLA targets (≤60 minutes acknowledgment for changes, ≤24 hours for VPN tunnel creations).
• Manage configuration backups and maintain version control with rolling logs of policy changes.
• Apply vendor-provided threat intelligence and content filter updates daily or as needed.
• Participate in semi-annual patching cycles with clients to schedule mutually agreed maintenance.
• Perform root cause analysis and remediation for firewall-related incidents.
• Coordinate incident resolution with vendors as needed.
• Provide detailed monthly or quarterly reports upon request, summarizing firewall events, configuration changes, and performance metrics.

• Deployment of physical or virtual load balancers with single or high-availability configurations.
• Configuration of load balancing rules, health checks, persistence profiles, SSL offloading, and security policies.
• Integration with client infrastructure, including VLANs, firewalls, and backend servers.
• Management of advanced features like global server load balancing (GSLB), content switching, and application-layer inspection.
• Configuration management, including moves, adds, changes, and deletes (MACDs) for VIPs, pools, and routing logic.
• Monitoring of load balancer health, throughput, connection statistics, and CPU/memory utilization.
• Backup of configuration data with retention of rolling change logs for at least 90 days.
• Replacement of failed hardware within SLA timelines (1 hour in Chicago, 2 business days worldwide).
• SLA-backed availability: 99.988% uptime for single instances, 100% uptime for high-availability configurations.

• Install and configure load balancers per client requirements.
• Monitor 24×7 the availability, performance, and traffic metrics.
• Respond to configuration change requests within SLA targets (≤60 minutes acknowledgment).
• Perform health checks and monitor backend server availability.
• Maintain configuration backups with historical versions.
• Coordinate maintenance with clients, including firmware updates and critical patches.
• Engage vendors for support escalations as needed.
• Provide detailed monthly or quarterly reports upon request.

• Deployment of physical or virtual VPN appliances within Summit data centers, including single and high-availability configurations.
• Initial configuration of VPN tunnels, security policies, encryption methods, authentication settings, and user profiles according to client requirements.
• Ongoing management of VPN configurations, including moves, adds, changes, and deletes (MACDs) for policies and user accounts.
• Support for site-to-site and remote access VPN connections, including IPsec and SSL VPN options.
• VPN user account creation, modification, and deactivation, with SLA-backed response times.
• Proactive monitoring of VPN availability, performance, and tunnel health.
• Backup of VPN configurations with retention of change logs for at least 90 days.
• Replacement of failed hardware within SLA timelines (1 hour in Chicago, 2 business days worldwide).
• Coordination of firmware updates and vendor-recommended security patches.

• Accept VPN configuration and user account requests through Summit’s support ticketing system.
• Monitor VPN appliances and tunnels 24×7 for availability, performance, and security events.
• Respond to configuration change requests within SLA targets (≤60 minutes acknowledgment) and user account creation requests (≤24 hours).
• Manage configuration backups, ensuring version control and secure storage.
• Escalate incidents to Summit specialists as needed, ensuring timely resolution.
• Coordinate planned maintenance with clients, providing advance notifications.
• Provide detailed reporting upon request, summarizing VPN usage, tunnel uptime, and configuration changes.

• Deployment and configuration of endpoint security software.
• Ongoing updates of signatures and engines.
• Policy management and exclusions.
• Monthly or on-demand scans.
• Centralized monitoring and alerting.
• Incident support with root cause analysis.
• Monthly threat reports.

• Install and maintain endpoint security software.
• Apply and update exclusion policies.
• Schedule scans on endpoints.
• Investigate incidents and coordinate with vendors.
• Provide monthly reports.