Information Technology Support Service (ITSS) is a comprehensive solution that manages and maintains the Client’s self-hosted supported PowerSchool environment in the following areas:
Real-time monitoring of server hardware for performance and faulty hardware
Real-time monitoring of Microsoft Windows® operating system logs and resource utilization
Real-time monitoring of virtualization hosts performance and utilization
Real-time monitoring of load balancer configurations
Monthly reporting of status and trending of performance, hard drive consumption, server uptime, and frequency of incidents and transactions
Pro-active response and intervention to performance situations identified by our monitoring protocols.
Telephone and email escalations directly to TSG 12 hours Monday through Fridays from 5:00 AM to 5:00 PM Pacific Time (excluding joint US and Canadian holidays and unless otherwise specified or negotiated). regarding any concern involving the PowerSchool Product infrastructure components such as hardware, virtualization, third party software configurations, and general performance.
One (1)-hour Service Level Agreement for responses to all needs.