Managed Service Agreement Inclusion List
As part of our Managed Service Agreement, we aim to encompass all the essential IT support services typically required to maintain a standard business technology infrastructure.
The following is a comprehensive list of the services covered under our agreement.
Please note that any items not listed are explicitly excluded from your Managed Service Agreement and will be billed at our standard rates.
Occasionally, we may offer support for services not explicitly included in this list at no additional cost; however, this will be at our discretion.
Support Services:
- Desktop Support
- Server Support
- Remote Support – Business Hours
- Onsite Support – Business Hours (Advanced & Premier Plans)
- After Hours Support (Premier Plan)
- Guaranteed Service Level Agreement (SLA)
- Adds / Moves / Changes (Advanced & Premier Plans)
- Vendor Management
Monitoring & Maintenance:
- 24 x 7 x 365 Remote Monitoring
- Microsoft Patch Management
- 3rd Party Patch Management
- Network & Infrastructure Management
- Cloud Monitoring
- Microsoft 365 Tenant Management
- Azure Tenant Management
Backup & Disaster Recovery:
- Managed Backup & Disaster Recovery
- Server Backup
- Simulated Disaster Recovery
- Workstation File Backup
- Microsoft 365 Backup
Licenses:
- Microsoft 365 Business Premium License
- Microsoft Server Licensing
IT Management & Consulting:
- DNS & Domain Management
- Asset Management
- Executive Reporting
- Technology Business Reviews
- Documentation Management
- Business Continuity Planning
- Procurement Assistance
- vCIO / vCISO Services (Advanced & Premier Plans)
- IT Budget Planning (Advanced & Premier Plans)
Security & Cybersecurity:
- Managed Firewall
- Managed EDR & Anti-Virus
- Phishing and Spam Filtering
- Password Management
- Microsoft Identity & Access Management
- DNS Filtering
- Zero Trust Endpoint Protection
- Simulated Phishing Attack & Testing (Advanced & Premier Plans)
- Dark Web Monitoring (Advanced & Premier Plans)
Training:
- End User Training
- Technology Enablement Sessions
- Cybersecurity / Security Awareness Training (Advanced & Premier Plans)