Service Provider Activities Frequency Detailed Description. Backup Check Daily Automatic system monitor of backup success Test File Restore Weekly Automatic system test restore Test Server Stand-up (If backup technology supports) Bi-Weekly Automatic system test restore Remediate Failing Backups As Needed Review and failed backup jobs and remediate Restore Files / Data As Needed Restore files as requested by client BU – Job Running > 8 Hours Continuous The backups configuration may need adjusted BU - Backup Failed Continuous The backup failed and needs reviewed BU – Verify Backup Job Failed Continuous The backup couldn’t be verified as successful and needs tested BU – Backup Failed to Configure Job Continuous The backup process did not begin properly ShadowProtect Weekly Report Weekly Shadow Protect report on previous week’s backups Health Report Monthly Provides a count of failed / successful backup jobs Evaluate current backup job(s) and requirements Once per Client Work with Client to assess current backups and current needs Configure, Deploy, and Test Backup Technology Technology Dependent StorageCraft Shadowprotect Latest two major releases Adequate, current, and actively licensed backup software Storage space sufficient for the successful completion of backup jobs Storage space sufficient for adequate retention period Adequate and reasonably fast access to any/all remote, tape, or other physical backup data (Service levels are contingent upon this) Data and storage charges and fees The cost of any necessary software licenses The cost of temporary, permanent, and archival storage Data is not and cannot be guaranteed (However, this service is a method to help protect data) Backup jobs successful 95% of the time File Restore within general service levels listed in Coverage Summary (Technology and environment dependent) Virtual Server Standups within X time* (Technology and environment dependent) Challenges with the technology that require the involvement of the backup technologies’ vendor/manufacturer Recovery of any/all files or data not included within original scoping requirements *Dependent on the Technology being utilized and may not be available
Service Provider Activities Frequency Detailed Description. Act as the single point of contact for Client Requests and interact with vendors to address IT problems and problems with applications on the Client’s behalf. As Needed N/A N/A Vendor Assessment and Documentation Once Per Vendor Establish official relationship with each vendor Once Per Vendor Only applicable when necessary N/A Service and support contracts or agreements must be in place between the Vendor and the Client. Any and all service or support fees with the managed vendors.
Service Provider Activities Frequency Detailed Description. Install or deploy approved software As Needed Software installation and verification Perform minor updates to approved software As Needed Software remediation and updates Uninstall unapproved software As Needed Software removal Logging, tracking, and assessment of licenses Continuous RMM Software monitor SW - BlackListed Install Continuous RMM Monitor SW - Expired ProductKeys Continuous RMM Monitor SW - Over Licenses Continuous RMM Monitor
Service Provider Activities Frequency Detailed Description. Network device configuration adjustment As Needed Client requested modification to current configuration Troubleshoot network issues As Needed Address network issues generated from system alerts VPN and security adjustments As Needed Client requested modification to current configuration Assessment and Device Reboot Quarterly Address network issues generated from system alerts Minor Cabling Adjustments As Needed Client requested modification to current configuration TCP- Suspicious Ports Continuous RMM Monitor EV - TCPMax Connections Reached Continuous RMM Monitor LT - Offline Locations* <Critical> Continuous RMM Monitor n/a Network Configuration Assessment & Documentation Once Per Site Network Configuration Standards Implementation Once Per Site Cabling Clean Up and Documentation Once Per Site Cisco (Your Business Here) Gateway All network equipment is warranted and supported by their respective manufacturers/vendors. The internet connection and network environment cabling and wireless signal is adequate. Project work or other recommendations may be offered. The cost to do setup and configure anything new. (New VPN setup, network jack punch, etc.) The cost of any hardware, software, or licenses necessary. Network Uptime 99% or greater In the event of a denial of service attach, service levels and performance benchmarks will not apply. *Dependent on the Technology being utilized and may not be available
Service Provider Activities Frequency Detailed Description. Monitor and enforce agreed upon IT Policies As Needed Assess and review current IT policies Quarterly Monitors & Service Monitoring* Frequency Detailed Description n/a at this time n/a at this time Work with Client to learn about business, challenges and compliance requirements Once Per Client Work with Client to assess and define IT policies Once Per Client Project Plans and quote submitted to Client for the configuration of the IT environment to support agreed upon and defined IT Policies As Needed Configure systems to the agreed upon IT policies Once Per Client Submit the IT Policies for legal review As Needed Xxxxx drafted IT Policies with Client’s Team Once Per Version Publish the defined IT Policies in a secure and mutually accessible digital site Once Per Version Assess and tune IT policies to ensure desired results Weekly for 30 Days Microsoft 365 with Azure AD / Intune N/A Cloud hosted EndPoint Dectiontion RMM Patch Management IT Environment configuration must help support any defined IT Policies.
Service Provider Activities Frequency Detailed Description. IT support provided at levels 1,2, and 3 Continuous IT issue assessment, diagnostics, and remote remediation via chat, phone, and email or silently without end-user interruption. Minor situational end-user IT education As Needed Provide as needed IT services on per-request basis As Needed Includes any services defined within this agreement. N/A *Packaged with monthly invoice* Service Onboarding Activities Frequency Detailed Description Service Provider’s helpdesk learns about Client Once Per Engineer The best approach depends on the Client’s IT environment, size, business model, and culture. Will work together and decide best approach. Client’s end-users learn how to work with Service Provider Once Per Client This is often most successful by printing the processes and sharing them digitally. Windows 8.1, 10 and greater Microsoft Windows Server 2012 R2 and greater Common Windows Software Applications Products and applications for Adobe, Intuit, Synchro and Google Microsoft Office Suite Latest two releases N/A Services will only be provided on covered IT assets, users, client sites, and will not exceed the scope of the services defined within this agreement. The cost of any hardware, software, or licenses necessary to the successful resolution of Client requests are not included. Given this becomes necessary, the Service Provider will draft a quote and seek appropriate approvals. General service levels apply Priority 1 issues must be reported via telephone by the on-site technical contact or site’s primary contact. Service levels on priority 1 issues reported any other way are exempt from defined service levels and will be best effort. *Dependent on the Technology being utilized and may not be available Assisted Configuration Adjustment As Needed New User Provisioning Support w/ Vendor As Needed Minor situational end-user IT education As Needed Issue Reporting to Vendor As Needed N/A N/A Document New User Provisioning Process and Share Once Per Service Provision Cloud Service or Take Over Management Once Per Service Microsoft Office 365 and Teams n/a Google Business Apps n/a Drop Box for Business Business Version Salesforce Cisco Webex An adequate license and subscription is required The cost to integrate multiple cloud services Any licensing or subscription fees associated to the cloud service General Helpdesk service levels apply for issues and new user requests Cloud Services are managed, supported, and serviced by the vendor and in turn, delays caused by...
Service Provider Activities Frequency Detailed Description. Level 1 End User Desktop & Mobile Device Support Continuous IT issue assessment, diagnostics, and remote remediation via chat, phone, and email or silently without end-user interruption. Minor situational end-user IT education As Needed Provide as needed IT services on per-request basis As Needed Includes any services defined within this agreement. N/A Ticket Summary Repor As Occurs Service order work is available 24x7 via customer portal
Service Provider Activities Frequency Detailed Description. Off-site data transfer check Daily Report of backup success Off-site data transfer issue remediation As Needed Intervention when alerted to backup system issue Excessive data transfer review As Needed Intervention when alerted to backup system issue DR Offsite Transfer Excessive* <Critical> Continuous There is much more data queued to transfer than usual DR Offsite Transfer Nearing Cap* Continuous Warning that transfer cap is nearing cap and charges possible DR Offsite Transfer Failure* Continuous Warning that the offsite transfer is not functioning DR Offsite Transfer Status* Evaluate current backup job(s) and requirements Once per Client Work with Client to assess current DR plan and needs Configure, Deploy, and Test DR Technology Technology Dependent Efolder backup for file Latest two major releases Efolder Replibit Adequate storage, internet bandwidth, and software licenses Data transfer and storage charges and fees Offsite data transfer within X hours of current data. (Technology and environment dependent) *Dependent on the Technology being utilized and may not be available Group 4 – Identity Management Coverage (A3.4)
Service Provider Activities Frequency Detailed Description. Printer Troubleshooting As Needed Configuration Adjustment of Network Printers As Needed Printer Mapping Script Tuning As Needed Adding a Printer to a Workstation As Needed Printer Driver Missing Continuous Print Spooler Service Monitor Continuous Detects when it crashes and attempts to automatically repair Printers Report Once Per Printer Network Printer Setup Once Per Printer Printer Documentation Once Per Printer Printer Mapping Script Configuration Once Per Printer HP Brother Xerox Ricoh Properly setup and physically healthy printer Static IP Address assigned to printer Setup as a shared network printer or (Local installs with standard driver over TCP-IP ports) The cost of any printers, their consumables, or other print services. Provide access to network printer at least 98% Printers added on end-user login to domain with login script that adds printer based on that user’s access levels. (For example, a member of accounting gets access to the accounting printer automatically when they sign in.)
Service Provider Activities Frequency Detailed Description. Global Server Group Policy Adjustment As Needed Adjusts IT environment configuration. (Non-standard fees may apply) Server Maintenance As Needed Disk, raid, performance, OS configuration, service, and event logs. Server Configuration Adjustments As Needed If non-standard adjustments are necessary, fees may be apply. DRV - Free Space < 10% Total Size or 2GB <Critical> Continuous RMM monitor of sever storage space BlackListed Events - Informational, Warnings, and Errors Continuous RMM Server event log monitor EV - Drive Errors, Raid Failures, or Smart Errors <Critical> Continuous RMM drive error log monitor EV - Excessive Alerts Detected > 25 Like Events Continuous RMM Event monitor EV - Reoccuring Critical > 75 Occurrences Continuous RMM critical event monitor EV - Chassis Intrusion Continuous RMM chassis monitor HDW - Hardware Changes Detected Continuous RMM hardware detection monitor LT - Offline Servers <Critical> Continuous RMM Server offline monitor SVC - Auto Services Stopped <Critical> Continuous RMM Server service monitor UPTIME - SVR 1 Mo. Since Reboot* Continuous RMM Uptime monitor Health Report Monthly Client requested monthly system health report form RMM Deploy Service Provider’s Management Agents Once Per Server Complete Server Onboarding Documentation Once Per Server Establish and Implement Server Config. Standards Once Per Server Address Monitor Alerts Until All Addressed Microsoft Windows Server 2008, R2, Essentials, and greater Server’s configuration, physical state, and general health is reasonable. (Out of scope projects may be proposed if necessary to ensure serviceability.) Server is adequately licensed.
