Managed Service Inclusions

What's Covered by our Managed Service Agreement

As part of this Agreement, we endeavor to include all the day to day IT support items that are typically required to run a typical Business Technology Baseline Infrastructure. You can see a list of all the items we will cover under this Agreement below.

It’s important to note that anything not included is explicitly excluded from Your Agreement and will be billed at our normal rates as found on our Rate Schedule.

From time to time, we may provide support for items not explicitly included below without charge – however we will do this at our sole discretion.

Desktop, Laptops and Servers:

Setup New Profiles on Desktops and Laptops
Add / Edit / Delete User Accounts
Forgotten Password Resets
Archive Old User Accounts (Backup Email & Files)
Setup & Maintain Security Groups
Setup & Maintain Network Drives
Restore Files from Backups (1)
Troubleshoot Operating System Not Working
Troubleshoot Microsoft Office Not Working
Troubleshoot Anti-Virus Not Working
Reboot Servers
Troubleshoot Hardware Issues (3)
Hard Drive Clean-up (Remove Temp & Unnecessary Files)
Warranty Claim Processing (3)
Microsoft Patch Management (Service Packs & Updates)
Update Approved 3rd Party Applications (Adobe Flash, Adobe Reader, PDF Creator, Java, 7-Zip)
Monitor all Critical Server and Computer Services and Fix
Monitor Anti-Virus Running & Protection Enabled
Monitor Anti-Virus Definitions +Updating Correctly
Monitor Anti-Malware Running & Protection Enabled
Monitor Anti-Malware Definitions Updating Correctly
Monitor Hard Disk Health + Space & Defrag if Necessary
Monitor High CPU Usage
Monitor Security and Event Logs
Roll out our Best Practice Security Policies

Backup and Disaster Recovery:

Monitor Server and Computer Backups (1)
Troubleshoot Server and Computer Backup Failures (1)
Monitor Office365 Backups (1)
Troubleshoot Office365 Backup Failures (1)
Manual Test Restore & Report of All Approved Backups (1)

Printers:

Clear & Reset Printer Queues
Troubleshoot Printer Issues
Add / Edit / Delete Printer Mapping Group Policies
Add / Edit / Delete Printer Drivers for Existing Printers
Troubleshoot Printer Hardware Issues (3)
Warranty Claim Processing (3)

Domain Names:

Add / Edit / Delete MX Records
Add / Edit / Delete TXT Records
Add / Edit / Delete PTR Records
Add / Edit / Delete CNAME Records
Add / Edit / Delete A Records
Mobile Phone & Tablets:
Configure Outlook or Mail App (2)
Configure Skype for Business App (2)
Configure OneDrive for Business App (2)
Configure Teams for Business App (2)

Office 365:

Add / Edit / Delete User Accounts
Add / Edit / Delete User and Security Groups
Add / Edit / Delete Shared Mailboxes
Add / Edit / Delete Distribution Groups
Archive Old User Accounts (Backup Email & OneDrive)
Restore Files from Backups (1)
Install & Connect OneDrive Desktop Client (2)
Install & Connect Skype for Business Desktop Client (2)
Install & Connect Teams Desktop Client (2)

Notes:

Only applies to when using the Backup Platforms in our Recommended Technology Platform.
This assumes that you already have the back-end systems and company-wide configurations all setup and configured for this product. If you don’t, then We will discuss with You the scope of any potential Project and send You a separate Proposal for your review.
As you can appreciate, it’s hard to build a profitable and sustainable business offering “Unlimited Support” at a reasonable price for items that we didn’t recommend, sell and install. As such, if the Hardware we are troubleshooting was not purchased from us and/or the device is not currently covered by the Manufacturer’s warranty, a care pack or a maintenance agreement, then it is in Our sole discretion as to whether We will cover this work under the Scope of this Agreement or set it as Billable Out of Scope work.