Appendix c

This should be read with your agreement provided in digital and PDF form.

This document is updated from time-to-time so you should take a copy for your own records

Managed Service Inclusions

In very simple terms, Managed Services encompasses the tasks and licensing required to Monitor, Maintain & Support your existing network.

  • Unlimited On-site and Remote Support

  • Unlimited Automated Support

  • PC Monitoring

  • Maintenance

  • Patching

  • Office 365

  • Cloud File Sync & Share

  • Endpoint Protection / Antivirus

  • Security Threat Detection and Remediation

  • Security Awareness Training

  • Cloud Backup

  • Backup Disaster Recovery Appliance

  • Monthly Reporting

A sample of “Included Items”:

  • Server Support

    • Advanced performance monitoring

    • Operating System & Third party patch management

    • Key application maintenance

    • Scheduled preventative maintenance

    • License & Asset management

    • Warranty tracking and coordination

    • User account management

    • Managed AntiVirus  (including Software License)

    • Managed Backup  (including Software License)

    • Reporting – Executive summary / Backup status

  • Workstation Support

    • Advanced performance monitoring

    • Operating System & Third party patch management (3rd party optional)

    • Scheduled preventative maintenance

    • Warranty tracking and coordination

    • Managed AntiVirus  (including Software License)

  • Help Desk Support

    • User assistance with solving workstation issues and operational support

    • Instant access HelpDesk software license

    • Interpretation of 3rd party vendor support requirements

    • User account management  (password resets etc)

    • Mobile device / Accessory device support (*may incur costs)

  • Network Device Management (Switches / Routers / NAS etc)

    • Hardware health monitoring

    • VLAN & Port management

    • Conformity with 3rd party vendor requirements