Full Service Scope of Work

Full Service Scope of work (General Description) (Cornerstone or higher package)
Welcome to our comprehensive overview of our full service scope of work. We provide a general description of our offerings to give you a clear understanding of how we can meet your needs.
Explore Our Services
Comprehensive Managed Services Scope of Work
Endpoint Support
Hardware Troubleshooting: - Diagnosis and repair of desktops and laptops (Windows-only). - Support limited to essential components: screens, keyboards, and system internals. - Exclusions: Non-PC hardware such as printers, scanners, or projectors.
Software Support
Installation, configuration, updates, and troubleshooting for: - Windows operating systems. - Microsoft Office Suite (Word, Excel, Teams, Outlook, etc.). - Browsers: Google Chrome and Microsoft Edge. - Adobe Reader. - Any software explicitly specified in the client's contract.
User Profiles
- Migration and configuration for hardware upgrades or replacements. - Management of cached credentials, settings, and user preferences.
Configuration Management
- User account, role, and permission setup within supported systems. - Enforcement of device and system policies.
Network Support Services
1
Connectivity
Diagnosis and resolution of PC-related internet and network connectivity issues.
Setup and maintenance of wireless networks, including SSIDs and security settings.
2
Network Devices
Monitoring and basic configuration of routers, switches, and firewalls.
VLAN setup and management.
3
Firewall Management
Firewall rule setup, maintenance, and security log reviews.
VPN configuration for remote users.
4
Domain Name Management
DNS record updates, renewals, and registrar changes.
DNS security features (e.g., DNSSEC, Cloudflare integration).
Server Support Services
1
2
3
4
1
Server Role Management
Windows Server roles, file permissions
2
Server Security
EDR, antivirus, ransomware protection
3
Backup & Disaster Recovery
Monitoring, testing, data restoration
4
Virtualization
Hyper-V and VMware support
Server Role Management:
Maintenance of Windows Server roles such as Active Directory, DHCP, and DNS.
File server permissions and storage management.
Server Security:
Endpoint Detection & Response (EDR), antivirus, and ransomware protection for servers.
Backup & Disaster Recovery:
Monitoring, testing, and ensuring successful server backups.
Assistance with disaster recovery plans and data restoration.
Virtualization:
Support for Hyper-V and VMware environments, including virtual machine deployment and management.
Microsoft 365 & Cloud Services
1
Microsoft 365 Administration
User onboarding/offboarding, including license management (up to 3 new users per month)
Teams, SharePoint, and OneDrive setup and configuration
Monitoring and resolving security alerts in the M365 environment
2
SharePoint
One SharePoint site setup and configuration per quarter
Permissions management and troubleshooting
3
Email Security
Configuration and monitoring of DMARC, SPF, and DKIM records
Spam filtering setup and tuning
4
M365 Backups
Implementation and monitoring of third-party backups for Exchange, SharePoint, and OneDrive
Restoration of deleted or corrupted files
Security Management Services
1
2
3
1
Incident Response
Isolation, investigation, remediation
2
Compliance Services
Advisory for standards like HIPAA, GDPR
3
Endpoint Security
Antivirus, ransomware protection, EDR
Endpoint Security:
Antivirus, ransomware protection, and EDR for all supported endpoints.
Patch management for operating systems and included applications.
Incident Response:
Isolation and investigation of compromised systems.
Full remediation and post-incident review available as an add-on or for Solid Compliance customers.
Compliance Services:
Advisory and support for meeting compliance standards (e.g., HIPAA, GDPR) available as an add-on.
Included for Solid Compliance customers.
Proactive Maintenance Services
1
Scheduled Maintenance
Regular health checks for devices and systems.
Disk health monitoring, resource optimization, and cleanup.
2
System Updates
Patching for operating systems, supported applications, and firmware.
3
Performance Monitoring
Continuous monitoring of devices, servers, and networks to identify potential issues.
Support & Help Desk Services
1
2
3
1
Training & Documentation
Guides and basic training for supported systems
2
User Assistance
Password resets, account management, new PC deployments
3
Help Desk Services
Tiered support, remote troubleshooting, on-site support
Help Desk Services:
Tiered support for basic to advanced issues.
Remote troubleshooting for software, connectivity, and configuration issues.
On-site support for critical incidents during standard or after-hours.
User Assistance:
Password resets, account lockout resolution, and self-service portal management.
Up to 3 new PC deployments per month.
Training & Documentation:
Guides and basic training for supported systems.
Miscellaneous Services
1
2
3
1
Vendor Coordination
Liaising with third-party vendors
2
Hardware Lifecycle Support
Upgrades, warranties, disposal
3
Software Implementations
Annual new system rollout
Vendor Coordination:
Liaising with third-party vendors for supported software and hardware escalations.
Hardware Lifecycle Support:
Recommendations for hardware upgrades or replacements.
Warranty claim assistance and secure hardware disposal.
Software Implementations:
One new software system implementation per year.
Guidance on rollout and user adoption.
Service Coverage Limits
3
Monthly PC Deployments
Maximum number of new PC deployments we can handle per month
3
Monthly User Onboarding
Maximum number of new user onboardings processed each month
1
Quarterly SharePoint Sites
Number of SharePoint site setups or configurations per quarter
1
Annual Software Rollouts
New software system implementations supported per year
These limits ensure we maintain high quality service delivery while effectively managing our resource allocation.
Service Coverage Limits & Exclusions
Support Scope
Support limited to Windows computers and peripherals directly required for operation.
Non-Included Hardware
Non-PC hardware such as printers, Chromebooks, or iPads are not included.
Incident Response
Incident response beyond isolation and investigation is available as an add-on or included for Solid Compliance customers.
Compliance Services
Compliance services are available as an add-on or for Solid Compliance customers.
Next