Service Specifications

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How to get support

SIRKit uses an advanced email ticketing system to track all requests.  When you submit your request to the address below, you will receive an e-mail reply that includes a unique ticket number.  If you do not receive the confirmation within 15 minutes, please check your junk folder or call us directly to confirm we received it.

E-mail: support@sirkit.ca
Phone: 1-780-758-5200 

SIRKit360® Cloud Services

SIRKit360® is a cloud platform that is designed to offer clients an internet location that can be used to house and host, information and services. The  infrastructure we have established for these services includes:

  • Tier 2 or 3 Datacenters with PCI DSS, ISAE 3402 Type II, SSAE 16 Type II, CSAE 3416 Type II certifications
  • Redundant power conditioning including enterprise UPS and backup generators 
  • Redundant multi-homed internet 
  • Controlled cooling and airflow 
  • Fire suppression
  • Biometric security 
  • 24/7 security guards and surveillance
  • N+1 fault tolerance on storage, compute, and networking equipment
  • 10 gbps+ connectivity between our systems
In order to successfully and reliably use SIRKit360®:

  • Your internet service should be capable of 25 Mbps download and 5 Mbps upload for every 10 users
  • Offsite backup services should have at least 10 Mbps upload and may require more depending on the amount of data
  • Your internet provider should have a reasonable throughput allowance each month, enough to cover your needs. SIRKit is not responsible for overage charges you incur resulting, directly or indirectly, from any of our services, or otherwise. 
  • All of your software must be kept up-to-date and secure (eg. Office 2003 is not supported)
  • All of your software must be actively supported by the manufacturer or vendor (eg. Windows XP is not supported)

SIRKit360® Exchange, Skype for Business, and SharePoint Services

Effective June 30th, 2018, SIRKit will no longer be offering these services. As a Microsoft certified partner, we now recommend and support Office 365 instead. All existing data related to these services that are left on our systems after June 30th, 2018 will be permanently destroyed, please ensure you contact us and have your existing data relocated before the deadline. 

SIRKit360® Local & Offsite Backup Services

SIRKit uses software from several vendors to offer local and offsite backup services. The software and settings used will meet or exceed the following criteria:

  • AES-256 bit encryption 
  • 30-day onsite retention (unless you specifically request otherwise)
  • 30-day offsite retention (unless you specifically request otherwise or do not use offsite backup services)
  • Image-based backup technology (full disk) unless otherwise required for a unique scenario
  • Executed one per day (unless you specifically request otherwise)
  • Offsite backups housed in our facility are protected on storage with a minimum of RAID 1 redundancy  

Important things to know about this service:

  • We do not recommend storing local backups on USB drives (a NAS device with RAID 1, 5, or 6 should be used). 
  • Backups should be routinely tested, SIRKit can perform scheduled restore tests but they are not included or performed by default.
  • All businesses should have 2 active backup destinations, typically local and offsite. 

SIRKit360® Cloud Servers

The cloud servers SIRKit offers allow your business to have a fully operational server without buying the actual hardware. We use virtualization technology to deliver a consistent server experience, you choose the resources required. 

Our virtual environment provides the following:

  • Adjustable CPU, RAM, and Storage (eg. add more RAM if you need it)
  • A private VLAN for all of your servers 
  • A private firewall positioned in front of your VLAN for protection (it's the only way in, and the firewall is exclusively yours -- not shared)
  • 1 Gbps firewall uplink to your VLAN and the internet 
  • 10 Gbps connectivity between your cloud servers 
  • 1 IPV4 external IP address
  • 10,000 RPM and/or SSD Disk Performance
  • Up to 768 GB ram per server 
  • Up to 56 vCPUs per server
  • Browser-based WebUI that offers remote control to power on, power off, reset, or power down your cloud server(s)
  • A choice of Windows, Linux, or Unix operating systems for each server
  • A choice of additional licensing for unique purposes (eg. Remote Desktop Users, Office 2016, etc.)

Important things to know about this service:

  • We monitor resource usage on all cloud servers and may require you add or reduce resources if they are inappropriate. When virtual cloud servers have too much CPU that is unused, it can impact the server's performance and may need to be reduced to deliver the expected horsepower, and when RAM is insufficient the disks can be overburdened "swapping" information and adding more RAM will be required. 
  • All servers must be adequately licensed and compliant at all times.
  • Cloud servers include basic support that covers the SIRKit360 infrastructure only, it does not include changes, customization, maintenance, or troubleshooting the operating system or installed software. If you wish to have full support for your operating systems and installed software, we can provide it on a per-hour basis, or via one of our Managed IT plans.

Managed IT Services

Our premium IT service that includes full-integration into your business to proactively manage, protect, maintain, and support your technology systems. This type of service offers an alternative to the traditional reactive on-demand style of IT. 

Our Plans

We offer 2 plans to choose from, the primary difference is unlimited helpdesk versus per-hour support for everyday technical issues.  

The following table outlines the key differences: 

Support-Plan-Comparison-Table.png

This table and the products or services listed in it are applicable to the devices and users that are covered by the support plan.

(i) BIOS version is left as-is unless a serious vulnerability, stability, or performance issue is identified and confirmed by SIRKit
(ii) Onsite services required outside of Edmonton, Leduc, Nisku, Spruce Grove, St. Albert, Stoney Plain, or Kelowna, may be subject to additional fees, including but not limited to mileage, flights, travel time, accommodations, per-diem, and related expenses. All services will be attempted remotely before onsite, to reduce the amount of billable time.
(iii) Updates are limited to firmware, bios, and minor version updates (eg. 1.01 to 1.02 is covered, 1.01 to 2.0 is not covered)
(iv) Updates are limited to minor versions and every-day patches released by the vendor (eg. Upgrades from Win 7 to Win 10 are not covered)
(v) Not available on Apple systems and software updates must be supported by Ninite to qualify ( https://ninite.com/)
(vi) Device must be actively connected to SIRKit's NOC (Network Operations Center) to facilitate this service
(vii) Only available to HP Business Grade PCs
(viii) SIRKit will only inventory devices that are supported by our systems. Old or odd products will not be inventoried. 
(x) Computer must follow certain criteria to qualify 

Definitions

This section describes the items listed in the comparison in detail. 

When reviewing the following definitions, please remember that if your device is covered by a SILVER PLAN, the time required to FIX issues resulting from or identified by a maintenance process IS NOT COVERED by the Silver Plan, you will be billed per-hour to fix the issue. To put this into perspective, for example, if a Windows update is applied to a server and the update causes issues, the time required to fix the issue is not covered under the maintenance scope. Additionally, applying special updates (eg. zero-day vulnerability or security issue) outside of the regular maintenance window is considered an issue and therefore not covered by the Silver Plan.  

Our Gold Plan DOES cover time required to fix issues identified or created by a maintenance process, and install special updates for zero-day vulnerabilities. 

Helpdesk (Remote, Telephone, and Onsite)

SIRKit offers technical support through our helpdesk for every-day technical challenges or requests. Our standard delivery method for technical services is by remote software tools or phone, which reduce resolution time and therefore chargeable hours by avoiding travel to and from the site. When on-site service is required or requested, SIRKit may charge a travel fee for travel time, mileage, flights, hotels, accommodations, or other incurred costs if the destination is not near one of our offices.  

You must have a reasonable internet connection in order to get remote support.

Technician Checks & Updates - Windows Servers

SIRKit technicians will manually review and check:

  • There are reboots pending
  • The system is connected and visible to our NOC (Network Operations Centre) 
  • There are SIRKitCentral alerts pending for the system
  • The most recent Windows update process completed as/when expected
  • There are any concerning errors or warnings in the event logs

If issues are found, a new service ticket will be created. We may change what is regularly checked depending on trends and technology changes. 

Amount Billed: 0.25 hours per server

Technician Checks & Updates - VMWare vSphere and vCenter

SIRKit technicians will manually review and check:

  • If the physical host is running the latest stable version; updates will be applied if it doesn't 
  • If the vCenter instance is running the latest stable version; updates will be applied if it doesn't 
  • If all hardware monitors are healthy
  • If the system uptime is less than 6-months; a reboot will be performed if it isn't 
  • If alerts, alarms, and event logs are reasonable
  • If e-mail notifications and monitoring are configured and working 
  • The performance monitors to confirm resources are not saturated 
If issues are found, a new service ticket will be created. We may change what is regularly checked depending on trends and technology changes. 

Amount Billed: 1.5 hours per host and 1.5 hours per vCenter instance
Technician Checks & Updates - Physical Servers

SIRKit technicians will manually review and check:

  • If the physical host is running the latest BIOS and Drivers 
  • If the system uptime is less than 6-months; a reboot will be performed if it isn't 
If issues are found, a new service ticket will be created. We may change what is regularly checked depending on trends and technology changes. 

Amount Billed: 1.5 hours per server

Technician Checks & Updates - Windows & Apple computers

SIRKit technicians will manually review and check:

  • If the computer is running a recommended security suite 
  • If the local disks require a defrag process
  • If the local OS disk has sufficient free space 
  • If the computer has less than 15 startup items
  • If we suspect the computer has local administrators (security check)
  • If the most recent Windows update process completed as/when expected
  • If computer has reported into our NOC (Network Operations Centre) in the last 30-days

If issues are found, a new service ticket will be created. We may change what is regularly checked depending on trends and technology changes. 

Amount Billed: 1-3 hours per site

Technician Checks & Updates - Network Switches

SIRKit technicians will manually review and check:

  • If the device is running the latest stable firmware 
  • If there are any concerning errors or warnings in recent event logs
  • If the device up-time is less than 6-months; a reboot will be performed if it isn't
  • If the POE draw is close to max (if applicable)

If issues are found, a new service ticket will be created. We may change what is regularly checked depending on trends and technology changes. 

Amount Billed: 0.25 hours per device

Technician Checks & Updates - UPS Equipment

SIRKit technicians will manually review and check:

  • If there are any concerning errors or warnings in recent event logs
  • If runtime is greater than 15 minutes
  • If the virtual or physical servers are connected to the UPS software
  • If e-mail notifications are confirmed and working

If issues are found, a new service ticket will be created. We may change what is regularly checked depending on trends and technology changes. 

Amount Billed: 0.25 hours per device

Technician Checks & Updates - Wireless AP or Controller

SIRKit technicians will manually review and check:

  • If the device is running the latest firmware; updates will be applied if it isn't 
  • If there are any concerning errors or warnings in recent event logs
  • If uptime is excessive; a reboot will be performed if it is

If issues are found, a new service ticket will be created. We may change what is regularly checked depending on trends and technology changes. 

Amount Billed: 0.25 hours per device

Centrally Managed - Windows Updates (Servers)

Windows Patching is managed by our NOC using a software suite called SIRKitCentral which must be installed on all servers. Windows servers are updated and rebooted after-hours once per month. 

SIRKit may implement a local repository of common updates to conserve bandwidth and reduce the amount of time required to distribute the updates. Approximately 40-60GB will be required on your server or NAS device.

In the event a major zero-day vulnerability identified in the wild, we will begin to apply updates as soon as they are available. 

Amount Billed: 0.25 to 1 hour per server

Centrally Managed - Windows Updates (PCs)

Windows Patching is managed by our NOC using a software suite called SIRKitCentral which must be installed on all computers. Windows PCs are updated weekly. 

SIRKit may implement a local repository of common updates to conserve bandwidth and reduce the amount of time required to distribute the updates. Approximately 40-60GB will be required on your server or NAS device.

In the event a major zero-day vulnerability identified in the wild, we will begin to apply updates as soon as they are available. 

Amount Billed: 0.00 hours per PC

Centrally Managed - 3rd Party Software Updates (Java, Adobe, Mozilla, etc.)

Keeping your software up-to-date is very important, it offers stability, security, and functional enhancements. One of the weakest points on any computer is old software. The SIRKitCentral agent on Managed PCs will automatically update common 3rd party applications. Updates are applied weekly and the time involved is covered by both support plans. The process is executed in the background to avoid user interference. 

The following applications are updated every week:

  • Adobe Acrobat
  • Chrome
  • Mozilla Firefox
  • Flash
  • Java
  • Silverlight
  • 7-Zip
  • iTunes
  • Shockwave
  • Foxit
  • WinRAR
  • FileZilla
  • PuTTY

Amount Billed: 0.25 hours per PC per update session if updates are required 

All other applications are not automatically updated; if you wish to have them updated, please contact our support team. 

Centrally Managed - NAS Maintenance, Updates, and Checks

SIRKit's NOC (Network Operations Center) will check: 

  • If the device is running the latest firmware; updates will be applied if it isn't 
  • If there are any concerning errors or warnings in recent event logs
  • If uptime is more than 3 months; a reboot will be performed if it is
  • If e-mail notifications are configured and working
  • If resources are sufficient (CPU, RAM, Disk)

If issues are found, a new service ticket will be created. We may change what is regularly checked depending on trends and technology changes. 

Amount Billed: 0.25 hours per device

Centrally Managed - Firewall Maintenance, Updates, and Checks

SIRKit's NOC (Network Operations Center) will check: 

  • If the device is running the latest firmware; updates will be applied if it isn't 
  • If there are any concerning errors or warnings in recent event logs
  • If uptime is more than 3 months; a reboot will be performed if it is
  • If e-mail notifications are configured and working
  • If resources are sufficient (CPU, RAM, Disk)

If issues are found, a new service ticket will be created. We may change what is regularly checked depending on trends and technology changes. 

Amount Billed: 0.25 hours per device

Centrally Managed - 24/7 Network & Equipment Monitoring

To be eligible for Managed IT services with SIRKit, all Windows and Apple based products require a small application called "SIRKitCentral" to be installed. This software runs quietly in the background monitoring, analyzing, cataloging, reporting, automating, and waiting for instructions from our NOC. When the agent detects a problem, it creates a ticket for our technicians to proactively look into it. The agent will try to automatically resolve the issue, and close the ticket if it is successful. 

Common event triggers include:

  • Disk errors
  • Extensive uptime since last reboot
  • Internet outage (full site)
  • System outages (single system)
  • Low disk space
  • High CPU Usage
  • High RAM Usage
  • Missing antivirus or antivirus with old definitions 
  • Blacklisted software applications
  • Blacklisted services 
  • and more. 

As a result of this proactive monitoring, our team typically knows about issues before clients do.  

Centrally Managed - HP PC Tools (drivers and app updates)

HP provides several utilities that can be used to automatically keep HP business-grade PCs up-to-date. SIRKit has extended our SIRKitCentral agent to manage the software to ensure each HP PC is running the latest drivers and software. 

Centrally Managed - Installation Monitoring (risky app/service installation)

The SIRKitCentral agent creates an alert when unknown or blacklisted applications or services are identified on Windows PCs and servers. SIRKit technicians check into each of them and remove or disable those that are inappropriate or risky for a corporate environment.

Centrally Managed - Asset Tracking (make, model, serial, warranty, etc.)

In order to protect your assets, provide real-time reporting, and help with annual budgeting, SIRKitCentral catalogs each Windows system extensively.  This process is real-time and the slightest changes are generally captured: 

  • Make
  • Model
  • Serial Number
  • Purchase Date 
  • Warranty Expiration
  • Asset Tag (if embedded with the OS)
  • BIOS version
  • Installed Software
  • Software License Keys (if available)
  • IP Address, Gateway, Hostname

This information is fed into databases where we include additional documentation, unique setup instructions, and important details about each device. If a device is stolen or requires deep analysis, we can produce detailed reports.  

Centrally Managed - PC Uptime Warnings (user alerts)

SIRKitCentral monitors and notifies a user if their PC has been online for more than 21 days. This process ensures Windows Updates are installed and full system performance is available. 

Software: Antivirus & Malware Protection (monitored)

We include powerful virus and malware protection for all Windows servers, Windows PCs, and Apple computers that are on a support plan. The service includes real-time monitoring and updates by our NOC. 

Each system must remain connected to the internet to receive updates and stay monitored. This software/service is not optional.

Software: Ransomware Protection (monitored)

We include powerful ransomware and modern threat protection for all Windows servers, Windows PCs, and Apple computers that are on a support plan. The service includes real-time monitoring and updates by our NOC. 

Each system must remain connected to the internet to receive updates and stay monitored. This software/service is not optional. 

Software: Microsoft Office 2016 (Office 365)

SIRKit is a Microsoft Certified Partner.  We offer Office 365 licensing and cloud services as an optional add-on to our Support Plans. This means you can bundle a license of Office 2016 or Microsoft Exchange services with each computer so that you have a simple fixed price per month for everything.

The following licenses are available:

  • Microsoft Office 2016 Standard
  • Microsoft Office 2016 Professional Plus
  • Microsoft Office 2016 Visio Pro
  • Microsoft Office 2016 Project Pro

The following cloud services are available:

  • Microsoft Exchange
  • Microsoft Skype for Business
  • Microsoft SharePoint
  • Microsoft OneDrive for Business
  • Microsoft Teams
  • Microsoft Project Online
  • Microsoft Dynamics 365

Our regular Support Plan prices do not include these products or services. If you don’t already have them and wish to add them to your plan, please contact our helpdesk. Technical support for Office 365 products and services are not covered by the Silver Plan. 

Software: Microsoft Visio Pro or Project Pro 2016 (Office 365)

See above. 

Cloud Service: Microsoft Exchange E-mail (Office 365)

See above.

Cloud Service: Microsoft Skype for Business Services (Office 365)

See above. 

Cloud Service: SIRKit360 Local & Offsite Backups

We offer local and offsite backup services as an optional add-on to our Support Plans. For details on this service, please see the "SIRKit360®Local & Offsite Backup Services" section near the top of this document.

Technical support for Local & Offsite Backup products and services is not covered by the Silver Plan unless the issue is a system failure at our end. 

Premium Service: Support Plan Review

As a part of our commitment to provide the highest quality service, we review each Support Plan before renewal to ensure the plan is still appropriate for your business. The review process calculates how much the plan actually cost versus what it would have cost if the same services were delivered without the plan. 

Our goal is to ensure clients are saving approximately 20% by using a Support Plan. 

This process is covered by both plans. 

Amount Billed: 3-4 hours 

Premium Service: Annual IT Assessment & Budget Recommendations

As a part of our commitment to provide the highest quality service, every year 3-months before your fiscal year-end, we perform a point-by-point checklist and holistic analysis of 14+ major technology areas in your business. The process is designed to anticipate upcoming changes and costs as well as recommend improvements to strengthen the performance and security of your network.  

We follow a 3-5 year evergreen cycle on all equipment to help provide a supportive environment that offers staggered purchasing instead of one major expenditure every 4-5 years.  

In completing an assessment of your IT systems, SIRKit's opinions and recommendations may not be similar to or reflect those of others. Furthermore, to the extent practicable, SIRKit will follow manufacturer and industry best practices. However, SIRKit may, in its sole discretion, complete audits in the manner it deems appropriate based on experience, which may differ from such manufacturer or industry best practices. 

This process is covered by both plans. 

Amount Billed: 20-30 hours per site

Premium Service: Documentation & Config Compliance Checks

This process involves:

  • Reviewing and updating the documentation associated with your company 
  • Reviewing and fixing configuration compliance issues that do not meet our current implementation standards

Amount Billed: 3-10 hours per site

Premium Service: CO2 of IT Infrastructure Equipment (onsite)

Level 2 or 3 technicians are dispatched to visually assess your infrastructure and blow out the equipment with CO2. This process may require global downtime. 

Amount Billed: As Required

Premium Service: CO2 of Computers Equipment (onsite)

Level 1, 2, or 3 technicians are dispatched to visually assess your computers and blow them out with CO2. This process may require downtime per user as we move onto each PC. 

Amount Billed: As Required

Premium Service: Critical Full Server Restore Test

We recommend critical server backups are tested at least once every 6-months by completely restoring the entire server, not just a file or two. This process is only eligible for virtual servers hosted in a VMWare environment that has enough resources to support the process (CPU, RAM, Storage). If you wish to perform this process and the environment is not suitable, SIRKit’s cloud infrastructure can be leveraged for an additional fee (classified as a Special Project).

Our typical process involves:

  • Restoring the entire server in a side-by-side sandbox on the same infrastructure 
  • Using the live backup copies to perform the restore test on
  • Starting the server up after restore to ensure it works
  • Removing the temporary copy after testing is complete

We do not perform this test on servers that we do not consider critical. 

Amount Billed: 2-4 hours per server

Premium Service: Non-infrastructure software updates (Sage, etc.)(Gold Plan ONLY)

For Gold Plan members only, SIRKit’s technical team can apply minor updates to your line of business software. LOB software is considered a unique application that is specific to your industry. Major updates and infrastructure related software do not qualify for this service; they are billed hourly. 

  • Example of a minor update: Microsoft Exchange Server 2016 CU1 to CU2 
  • Example of a major update: Microsoft Exchange Server 2010 to 2016
  • Example of non-infrastructure software: Must not assist, manage, or control IT infrastructure or IT services.

Regardless of the type of software, if you need to install a new client/server application that does not already exist in the network, we charge to consult and set it up for the first time. Once the platform is installed and working, minor updates will be covered by the Gold Plan going forward. If a 3rd party has installed software and SIRKit needs to reconfigure or reinstall it to resolve an issue, our time will be billed per hour. 

Unless otherwise stated, SIRKit will not actively track the latest versions of your LOB software; you must let us know when you wish to apply updates. 

Major Update Exceptions (we cover major updates for the following applications):

  • Quickbooks
  • Sage 50

Amount Billed: As Required

Premium Service: PC Rebuilds & Windows Re-Installations (Gold Plan Only)

If a computer is infected, defective, or not performing to hardware expectations, and under warranty, SIRKit will rebuild the PC once per year if certain criteria are met. The system must be considerably degraded. Our technicians will assess and decide if a rebuild is the correct course of action. SIRKit will not rebuild all PCs annually - this service is meant for unique situations where a system is considerably degraded due to uncontrollable circumstances.

Criteria:

  • Protected by SIRKit's antivirus/antimalware software for at least 3-months prior.
  • Monitored by SIRKitCentral for at least 3-months prior.
  • Covered by a valid Support Plan for at least 3-months prior.
  • Windows & 3rd Party software updates have been allowed for at least 3-months prior.
  • PC Maintenance requests and remediation has been allowed on-time.
  • UAC (User Access Control) was active at all times.
  • No illegal, P2P, or unlicensed software has been present at any time.
  • User has not been provided administrative access on the PC. All elevated requests (UAC) have been approved and completed by SIRKit technicians.
  • No Blacklisted Software or Services have been present at any time.
  • The PC is less than 3-years old
  • The PC is covered by an active warranty from the manufacturer
  • The PC is running a supported version of Microsoft Windows desktop OS
  • Client must supply required software and licensing keys for all software
  • SIRKit management team agrees that the system is legitimately and severely compromised due to natural events resulting from regular business use.

SIRKit reserves the right to decline this service if, in our opinion, the system’s performance is not materially compromised and/or criteria are not met.

Special Projects (Tasks that fall outside of the plan’s scope)

Services listed as “hourly” in the Support Plan comparison table are not covered by the applicable Support Plan. These services will be billed per hour. Please ensure you check the table carefully to understand what is and is not included. If a service is not listed in the comparison table, it is not included unless confirmed by SIRKit in writing.

If you are subscribed to our comprehensive Gold Plan, the following list identifies services that are not covered by the Gold Plan, we call them “Special Projects”:

  • Consulting projects (new buildings, structured cabling, special software)
  • Infrastructure upgrades, changes, or additions of any kind (software & hardware)
  • First-Time Client/Server Software Installation, Configuration, and setup on computers and servers (non-infrastructure software updates are free after initial installation and setup).
  • Hardware
  • Travel, hotels, accommodations, meals, expenses
  • Software & website development/design
  • Interface, UI, UX Design
  • Application design, customization, or modification
  • Data mining or database content management
  • Data entry
  • Scripting that falls outside of regular server or computer administration (e.g. 3rd party application management, internal application processes, SharePoint customization, etc.)
  • Non-technical and non-IT related tasks
  • Major OS Upgrades (eg. Windows 7 to 10 is not included)
  • Major Application Upgrades (eg. Office 2010 to 2016 is not included)
  • On-boarding (initial and throughout)
  • Training

New Computers

When a new computer is purchased, if you are subscribed to a Gold Plan, instead of being billed 3-4 hours to pre-configure and set up the new computer, we charge a one-time “onboarding” fee that is equivalent to the per computer cost you pay each month on your plan. This typically saves your business $300-$400 per new computer.

The new computer will then be added to the Support Plan. 

Example: Your monthly rate per computer is: $125 (only an example …)

2 new computers are purchased. 
Total Cost to setup: $250 ($125 x 2 computers)
Support Plan for Month: $250 ($125 x 2 computers)

For comparison, setup time for 2 computers would be 6-8 hours (total). If setup was billed per hour, the resulting cost would be $715 – $995 higher than the onboarding fee. As a value-added service to our Gold customers, we cover the difference to help control your monthly costs.

Supported Equipment

The following types of equipment will be automatically added to your support plan. Our system captures almost everything with a network card. In order to not be billed for these devices the system must be disconnected, turned off, and removed from the network permanently. If you reconnect it, our system will detect and re-add it to your plan.

Please notify our support team if you have decommissioned a device and wish to have it removed.

  • Windows PC (Desktop, Laptop, Workstation, or Tablet)
  • Apple Computer (limitations apply to monitoring, maintenance, and support)
  • Hypervisor - Host (eg. ESXi or Hyper-V)
  • Hypervisor - Management (eg. vCenter)
  • Mobile - Phone
  • Mobile - Tablet 
  • Network - Core Router
  • Network - Firewall
  • Network - Switch
  • Network - Wifi AP 
  • Network - Wifi Controller
  • Other - Environmental Sensor
  • Other - Home Automation
  • Other - HVAC
  • Other - Multimedia Device
  • Other - Projector
  • Other - Raspberry Pi
  • POS - Debit Machine
  • POS - Terminal/Computer
  • Power - PDU Management 
  • Power - UPS Management (Appliance)
  • Power - UPS Management (NIC)
  • Printer/Multi-function Unit 
  • Security - Alarm/Access Control
  • Security - IP Camera
  • Security - NVR/DVR
  • Server - Linux (No SIRKitCentral Agent)
  • Server Management - iLO/iDrac
  • Storage - NAS
  • Storage - SAN
  • VOIP - Phone
  • VOIP - PBX/Phone System

Printers attached directly by USB only (not on the network) are included under the computer support cost each month. 

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