| Description | Frequency |
|---|---|
DESKTOPS, LAPTOPS AND SERVERS | |
Setup New Profiles on Desktops and Laptops | As Needed |
Add / Edit / Delete User Accounts | As Needed |
Forgotten Password Resets | As Needed |
Archive Old User Accounts (Backup Email & Files) | As Needed |
Setup & Maintain Security Groups | As Needed |
Setup & Maintain Network Drives | As Needed |
Restore Files from Backups (1) | As Needed |
Troubleshoot Operating System Not Working | As Needed |
Troubleshoot Microsoft Office Not Working | As Needed |
Troubleshoot Anti-Virus Not Working | As Needed |
Reboot Servers | As Needed |
Troubleshoot Hardware Issues (3) | As Needed |
Hard Drive Clean-up (Remove Temp & Unnecessary Files) | As Needed |
Warranty Claim Processing (3) | As Needed |
Microsoft Patch Management (Critical and High Priority Security Updates) | Daily |
Monitor all Critical Server and Computer Services and Fix | 24x7x365 |
Monitor Anti-Virus Running & Protection Enabled | 24x7x365 |
Monitor Anti-Virus Definitions Updating Correctly | 24x7x365 |
Monitor Anti-Malware Running & Protection Enabled | 24x7x365 |
Monitor Anti-Malware Definitions Updating Correctly | 24x7x365 |
Monitor Hard Disk Health and Space | 24x7x365 |
Monitor High CPU Usage | 24x7x365 |
Monitor System Event Logs | 24x7x365 |
Roll out our Best Practice Security Policies | On-going |
BACKUPS AND DATA RECOVERY | |
Monitor Server and Computer Backups (1) | 24x7x365 |
Troubleshoot Server and Computer Backup Failures (1) | As Needed |
Monitor Office 365 Backups (1) | 24x7x365 |
Troubleshoot Office 365 Backup Failures (1) | As Needed |
Manual Restore Test of Approved Backups (1) | Monthly |
PRINTING AND SCANNING (4) | |
Clear & Reset Printer Queues | As Needed |
Troubleshoot Printer Issues | As Needed |
Add / Edit / Delete Printer Mapping Group Policies | As Needed |
Add / Edit / Delete Printer Drivers for Existing Printers | As Needed |
Troubleshoot Printer Hardware Issues (3) | As Needed |
Warranty Claim Processing (3) | As Needed |
NETWORK (4) | |
Troubleshoot Internet Service Provider Issues & Outages | As Needed |
Troubleshoot Network Switch Issues | As Needed |
Troubleshoot Wi-Fi Access Point Issues | As Needed |
Update Wi-Fi SSID / Keys | As Needed |
Troubleshoot Router Issues | As Needed |
Troubleshoot Firewall Issues | As Needed |
Firewall Security Audit and Adjustment | Monthly |
Monitor Network Switches Operations & Availability | 24x7x365 |
Monitor Wi-Fi Access Points Operations & Availability | 24x7x365 |
Monitor Router Operations & Availability | 24x7x365 |
Monitor Firewall Operations & Availability | 24x7x365 |
Warranty Claim Processing (3) | As Needed |
INTERNET DOMAIN NAMES | |
Add / Edit / Delete MX Records | As Needed |
Add / Edit / Delete TXT Records | As Needed |
Add / Edit / Delete PTR Records | As Needed |
Add / Edit / Delete CNAME Records | As Needed |
Add / Edit / Delete A Records | As Needed |
MOBILE PHONES & TABLETS | |
Configure Outlook or Mail App (2) | As Needed |
Configure OneDrive for Business App (2) | As Needed |
Configure Teams for Business App (2) | As Needed |
MICROSOFT/OFFICE 365 | |
Add / Edit / Delete User Accounts | As Needed |
Add / Edit / Delete User and Security Groups | As Needed |
Add / Edit / Delete Shared Mailboxes | As Needed |
Add / Edit / Delete Distribution Groups | As Needed |
Forgotten Password Resets | As Needed |
Archive Old User Accounts (Backup Email & OneDrive) | As Needed |
Restore Files from Backups (1) | As Needed |
Install Outlook & Configure Primary Email Account (2) | As Needed |
Install & Connect OneDrive Desktop Client (2) | As Needed |
Install & Connect Teams for Business Desktop Client (2) | As Needed |
(1) Only applies when using the Backup Platforms included our service plans or otherwise recommended by us and when recovering data to the original location.
(2) 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.
(3) 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.
(4) We now live in a world where lots of people work from home, which is great, but it introduces all sorts of additional variables when it comes to IT. To keep things under control, our help desk will take care of all company-owned network, printing, and scanning equipment located in a company office. We’ll be happy to help with issues at home or other sites, but there will be extra charges for that.
Get a 30-minute call with one of our team to discover more about our extensive range of services and explore if we’re a good fit for you and your business needs.
