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 Monitors & Service Monitoring* Frequency Detailed Description 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 Value Reporting* Frequency Detailed Description DR Offsite Transfer Status* Service Onboarding Activities Frequency Detailed Description 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 Serviceable Technologies Supported Versions and Releases Efolder backup for file Latest two major releases Efolder Replibit Serviceable Conditions Adequate storage, internet bandwidth, and software licenses Coverage Exclusions & Exceptions Data transfer and storage charges and fees Service Levels & Performance Goals Offsite data transfer within X hours of current data. (Technology and environment dependent) Service Level & Performance Exceptions *Dependent on the Technology being utilized and may not be available Group 4 – Identity Management Coverage (A3.4) Service Provider Activities Frequency Detailed Description Domain User Permission Management Continuous Monitor AD user permissions Domain User Password Resets and Account Unlocks As Needed Approved user requested access Domain User Setup As Needed Approved user requested access Domain Group and Folder Permission Management As Needed Approved user requested access Monitors & Service Monitoring* Frequency Detailed Description Offline Servers Monitor Continuous Monitoring for offline Domain Controllers EV – Blacklisted Events (4720, 4238) Continuous Locked User Accounts Value Reporting* Frequency Detailed Description 30 Day AD Changes Monthly Report as requested by client of AD changes Login Status Report Quarterly Report as requested by client of system logins Service Onboarding Activities Frequency Detailed Description Active Directory Review and Cleanup Once Per Client Setup of Administrative and Support User Accounts Once Per Client Serviceable Technologies Supported Versions and Rel...
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 Monitors & Service Monitoring* Frequency Detailed Description TCP- Suspicious Ports Continuous RMM Monitor EV - TCPMax Connections Reached Continuous RMM Monitor LT - Offline Locations* <Critical> Continuous RMM Monitor Value Reporting* Frequency Detailed Description n/a Service Onboarding Activities Frequency Detailed Description Network Configuration Assessment & Documentation Once Per Site Network Configuration Standards Implementation Once Per Site Cabling Clean Up and Documentation Once Per Site Serviceable Technologies Supported Versions and Releases Cisco (Your Business Here) Gateway Serviceable Conditions 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. Coverage Exclusions & Exceptions 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. Service Levels & Performance Goals Network Uptime 99% or greater Service Level & Performance Exceptions 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 Group 10 – Software Management Coverage (A3.10)
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 Monitors & Service Monitoring* Frequency Detailed Description N/A Value Reporting* Frequency Detailed Description N/A Service Onboarding Activities Frequency Detailed Description Vendor Assessment and Documentation Once Per Vendor Establish official relationship with each vendor Once Per Vendor Only applicable when necessary Serviceable Technologies Supported Versions and Releases N/A Serviceable Conditions Service and support contracts or agreements must be in place between the Vendor and the Client. Coverage Exclusions & Exceptions 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 Monitors & Service Monitoring* Frequency Detailed Description SW - BlackListed Install Continuous RMM Monitor SW - Expired ProductKeys Continuous RMM Monitor SW - Over Licenses Continuous RMM Monitor
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 Value Reporting* Frequency Detailed Description n/a at this time Service Onboarding Activities Frequency Detailed Description 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 Serviceable Technologies Supported Versions and Releases Microsoft Windows Domain or Workgroup Last two major releases Serviceable Conditions 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. Monitors & Service Monitoring* Frequency Detailed Description N/A Value Reporting* Frequency Detailed Description *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. Serviceable Technologies Supported Versions and Releases 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 Serviceable Conditions N/A Coverage Exclusions & Exceptions 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. Service Levels & Performance Goals General service levels apply Service Level & Performance Exceptions 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 Group 12 – Cloud Services Coverage (A3.12) Service Provider Activities Frequency Detailed Description 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 Monitors & Service Monitoring* Frequency Detailed Description N/A Value Reporting* Frequency Detailed Description N/A Service Onboarding Activities Frequency Detailed Description Document Ne...
Service Provider Activities Frequency Detailed Description. Assess available Microsoft product updates Once Per Patch Verify valid patches available Test Service Provider approved updates As Needed User requested vertical application patching Deploy Service Provider tested and approved updates Once Per Patch Automatic monitoring of patches Validate deployed updates installed successfully Once Per Patch Automatic monitoring of patches Remediate unsuccessful updates As Needed Intervention resulting from failed patching alerts Monitors & Service Monitoring* Frequency Detailed Description UPDATES - Failed Continuous RMM Monitor of patch status UPDATES - Installed Continuous RMM Monitor of patch status UPDATES - Missing Service Pack Continuous RMM Monitor of patch status UPDATES - Out of Date Continuous RMM Monitor of patch status Value Reporting* Frequency Detailed Description Patch Detail On & Off-Boarding Patch Health (The Health Report may replace this.) Monthly
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. Monitors & Service Monitoring* Frequency Detailed Description N/A Value Reporting* Frequency Detailed Description *Packaged with monthly invoice*
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 Monitors & Service Monitoring* Frequency Detailed Description Printer Driver Missing Continuous Print Spooler Service Monitor Continuous Detects when it crashes and attempts to automatically repair Value Reporting* Frequency Detailed Description Printers Report Once Per Printer Service Onboarding Activities Frequency Detailed Description Network Printer Setup Once Per Printer Printer Documentation Once Per Printer Printer Mapping Script Configuration Once Per Printer Serviceable Technologies Supported Versions and Releases HP Brother Xerox Ricoh Serviceable Conditions 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) Coverage Exclusions & Exceptions The cost of any printers, their consumables, or other print services. Service Levels & Performance Goals 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. Backup Check Daily Automatic system monitoring of backup success Test File Restore Monthly Automatic system test restores Remediate Failing Backups As Needed Review and failed backup jobs and remediate Restore Files / Data As Needed Restore files as requested by client Monitors & Service Monitoring* Frequency Detailed Description 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 could not be verified as successful and needs tested BU – Backup Failed to Configure Job Continuous The backup process did not begin properly Value Reporting* Frequency Detailed Description Health Report Daily Provides a count of failed / successful backup jobs Backup Set(s) Audit Quarterly Provides a report of selected files/folders in backup sets
