Managed Services | Response Time Expectations | Implementation | Support | Methods for Engaging | Limitations | Client Responsibilities

This Service Description covers the Managed Services portion of our business and applies to our Total IT and Amplify IT service offerings. Return to the Service Description library after reading this section for details on the targeted solutions and the services covered within each.

1. Response Time Expectations

The following table details our RTE’s for Total IT clients. These times represent the time from which ITS will have an appropriate resource working on your ticket.

Acknowledge – defines the maximum time frame within which ITS will acknowledge a ticket after it has been submitted.

Response – defines the maximum time from within which ITS will have the appropriate resource working on the ticket.

Type	Acknowledge	Respond	Exclusions
Critical Response – P1 Whole company is affected, and major business processes are stopped	30 min	1 hour	Service Request mgmt. Incident management for LOB applications not listed in the agreement
High Response – P2 Major business processes are stopped for a department or single user	1 hour	4 hours	Service Request management Incident management for LOB applications not listed in the agreement
Medium Response – P3 Business is degraded, but there is a reasonable workaround	2 hours	14 hours	Incident management for LOB applications not listed in the agreement
Normal Response – P4 Issue that is more of an irritation than a stoppage	4 hours	32 hours	Incident management for LOB applications not listed in the agreement

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2. Implementation

The implementation process for our managed services is a structured, client-focused approach designed to ensure a smooth transition to our comprehensive IT services while minimizing disruptions. There will be an onboarding fee which is equal to the monthly charge + the implementation services for Multi-Factor Authentication if the client doesn’t already have it deployed.

The implementation process is outlined below:

Step	Activity	Description
1	Kick off Meeting	Client and ITS meet to discuss key dates and set expectations and review roles and responsibilities.
2	Assessment	ITS performs a detailed assessment of the current IT environment to understand how the offer(s) will be best implemented. Part of this stage will be a review of your current Microsoft New Commerce Experience (NCE) partnership.
3	Strategic Onboarding Plan	Project Roadmap: ITS develops a detailed project plan outlining timelines, milestones, and deliverables for the onboarding process. Resource Allocation: ITS assigns dedicated IT specialists and project managers to ensure focused execution and communication throughout the implementation. Risk Mitigation: Establish clear protocols for risk management to minimize disruptions during the transition phase.
4	System Integration and Setup	Integrating ITS tools, applications and infrastructure with the client’s existing systems and configuring services for optimal performance. Our team will install necessary software, configure network settings, and ensure compatibility across devices and applications.
5	Deployment	Rolling out configured devices and activating platforms. We’ll conduct a phased deployment to minimize operational disruption, starting with critical systems and expanding to encompass all user workstations and devices. During this stage, we ensure that all components of the solution are fully operational and integrated within the client’s environment.
6	Go Live!	Begin ongoing monitoring of the service to ensure it is operating smoothly, offering continuous support and adjusting as needed for optimization.

NOTE: Handling of Pre-existing Issues

ITS assumes it is undertaking management of an environment in a steady, reliable state. Throughout the onboarding process, should any pre-existing issues within the IT infrastructure be discovered, the remediation of such issues will require separate evaluation. Examples of pre-existing issues may include unsupported versions of software, hardware models beyond vendor support, and a network in a degraded state. The remediation efforts will be scoped and billed as individual projects outside the standard implementation process. This ensures that any underlying problems are addressed appropriately, allowing for a solid foundation upon which our solutions can operate effectively. Our team will work closely with clients to identify, scope, and propose solutions for these pre-existing issues, ensuring transparency and alignment with business objectives throughout.

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3. Support

Support means helping our clients with all technology-related issues and needs covered in their selected service offerings. It involves making sure everything in the environment is kept current, secure, operating effectively, and as incidents occur, they are remediated. This includes solving hardware and software issues and implementing updates to keep IT services running smoothly.

3.1 Support Process for Incident and Request Management

Our dedicated support team is committed to providing prompt and effective assistance. We follow a structured support process:

1. Incident/Request Categorization: We categorize incoming incidents and service requests based on severity and impact.
2. Prioritization: We prioritize issues based on their criticality, ensuring that urgent matters are addressed immediately.
3. Troubleshooting and Resolution: Our experienced technicians utilize their expertise and knowledge base to diagnose and resolve issues.
4. Escalation: If necessary, we escalate issues to higher-level engineers or our Partner for support for specialized assistance.
5. Communication: We maintain clear and consistent communication throughout the support process, keeping you informed of progress and resolution.

3.2 Support Process (RACI Chart)

Task	Responsible	Accountable	Consulted	Informed
Incident/Request Logging	Service Desk	Service Desk Manager	–	Client
Initial Assessment & Triage	Service Desk	Service Desk Analyst	–	Client
Troubleshooting & Resolution	L1/L2 Analyst	Service Desk Manager	External Vendor Support	Client
Escalation	Service Desk Manager	Head of Support	External Vendor Support	Client
Solution Implementation	L1/L2 Analyst	Project Manager	External Vendor Support	Client
Client Communication	Service Desk Analyst	Service Desk Manager	–	Client

3.3 Methods for Engaging ITS Support

1. Support Ticket Initiation: Support Tickets are initiated either by ITS monitoring systems detecting a threshold breach or a failure-state, or by the client initiating a support ticket on their own. Clients can reach out to ITS in several ways including:

• • Online Portal: A 24/7 self-service platform where clients can log and track issues.
  • Phone Support: Immediate assistance via our support hotline.
  • Email Support: For non-urgent support needs, clients can email ITS support.

When reporting an issue, clients should provide as much detail as possible, including the nature of the problem, any error messages received, and the conditions under which the issue occurs.

2. Support Ticket: You will receive a unique ticket number for each support request. Please refer to this number in all communications.
3. Response: Our team will respond promptly based on the priority of your issue.
4. Resolution Actions: We will work with you to resolve the issue through remote diagnostics, configuration adjustments, or other necessary steps.
5. Confirmation & Closure: Once the issue is resolved, we will confirm with you and provide any necessary guidance before closing the ticket.

3.4 Incident Management

Incident Management is an ITIL (Information Technology Infrastructure Library) process for the response and resolution of IT incidents. At its core, Incident Management refers to the monitoring, identification, and resolution of IT issues that can disrupt a business’s operations. Incidents can vary widely in nature and impact, ranging from minor inconveniences to major outages that halt business processes. Our purpose is to minimize downtime and ensure that a business can operate smoothly, no matter the time of day.

3.4.1 Types of Incidents and Their Impact

1. System Outages: Complete loss of access to essential IT services, such as the email system, CRM, or sales platforms. This type of incident can severely disrupt operations and client interactions.
2. Security Breaches: Unauthorized access to systems or data breaches that compromise sensitive information. These incidents can have legal implications and damage a business’s reputation.
3. Software Bugs and Glitches: Minor software issues that affect the functionality of applications, potentially leading to inefficiencies and frustrations.
4. Hardware Failures: Physical failures of servers, workstations, or networking equipment that can lead to loss of productivity and data.
5. Connectivity Issues: Problems with internet or network access that impede communication and access to cloud services.

3.4.2 Prioritizing Incidents: Impact, Urgency, and Priority

IMPACT	This measures the extent to which an incident affects business operations. A system outage affecting all users would have a high impact, whereas a software bug affecting a single user might have a low impact.
URGENCY	This refers to how quickly an incident needs resolution. A security breach would be considered highly urgent due to the potential for immediate and significant harm.
PRIORITY	Combining impact and urgency, priority determines the order in which incidents are addressed. High-impact, high-urgency issues are resolved first to minimize business disruption.

3.4.3 How the 24×7 Incident Management Service Works

1. Incident Detection: Our monitoring systems are operational 24×7, continuously scanning the IT infrastructure for: thresholds being breached, failure states detected, and anomalies indicative of critical issues. When such an issue is detected, it triggers an automatic alert.
2. Automatic Alert Notification: Upon detection of a critical severity or high priority issue, the system automatically initiates a support ticket and the 24×7 ITS support team responds to the alert.
3. User-Initiated Incident Reporting: The client’s end users can report incidents through the ITS support portal, phone, or email.
4. Incident Prioritization: All incidents, whether detected by our systems or reported by users, are prioritized based on their impact on business operations. This ensures that the most critical issues are addressed first.
5. Support Team Activation: The ITS support team assesses the incident to determine the immediate steps necessary to mitigate the issue. This may involve direct intervention by the team or, if necessary, escalation to specialized support personnel.
6. Resolution and Communication: The ITS support team works diligently to resolve the incident, leveraging remote management tools and procedures developed for rapid response. Throughout the process, the support ticket is updated, and the client is kept informed of the status and expected resolution time.
7. Post-Incident Review: Following the resolution of an incident, a detailed review is conducted during normal business hours. This review aims to identify the root cause, assess the response efficacy, and implement measures to prevent future occurrences.

3.5 Service Request Management

Service Request Management is an essential ITIL (Information Technology Infrastructure Library) process designed to manage and fulfill service requests within an IT environment efficiently. A service request is defined as a formal request from a user for something to be provided, changed, or removed. This can include access to applications, installation of new software, hardware upgrades, and more. The process ensures that such requests are handled systematically, from initiation through approval to fulfillment, maintaining IT service integrity and efficiency.

3.5.1 Distinction from Incident Management

Service requests are planned and often standard changes, such as gaining access to a service or requesting a new hardware component. In contrast, incident reports are reactive responses to unexpected issues affecting the quality of IT services. Examples of common types of service requests:

1. Software Updates: Requesting software, covered in the service, is updated.
2. Access Requests: Gaining access to applications, directories, or shared drives.
3. Email Account Setup: Creation or deactivation of email accounts.
4. Workstation Provisioning: Provision a new laptop, acquired via ITS, for an end user.
5. Onboard or Offboard: Handle the access changes and workstation changes.

3.5.2 How It Works

1. Request Submission: Users submit service requests via the ITS support portal, email, or by phone. Any user within the organization can submit a service request, though certain requests may require managerial approval before they are processed.
2. Evaluation and Approval: Each request is evaluated for its impact, necessity, and feasibility before approval.
3. Implementation: Approved requests are scheduled and implemented with minimal disruption to ongoing operations.
4. Verification and Closure: Upon completion, the request is verified with the user to ensure it meets their needs before it is officially closed.

3.6 Change Management

Change Management involves the structured management of changes to your IT infrastructure, ensuring smooth transitions and updates. Our approach minimizes the risk of disruption, implementing changes in a controlled manner, with thorough planning, testing, and communication throughout the process.

3.6.1 How It Works

1. Change Planning: ITS starts with a comprehensive assessment to understand the scope and impact of the proposed change.
2. Risk Analysis and Strategy Development: A risk analysis is conducted to identify potential challenges, with strategies developed to mitigate these risks.
3. Communication: Stakeholders are informed through meetings, emails, or project management tools, depending on the scale and impact of the change.
4. Implementation: Changes are carefully implemented according to the plan, with continuous monitoring to ensure success.

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4. Limitations

Any services or activities other than those specifically noted in this service description (and the individual service definitions) are excluded. The following list of limitations, restrictions, and exclusions is designed to illustrate examples of services or activities not included in the solution and should not be considered an exhaustive list.

4.1 Service Scope

1. Intellectual Property Development: The creation of intellectual property specifically for the client is not included.
2. Remediation Work: While a Remediation Plan can be designed, any actual remediation work is subject to a separate professional services agreement.
3. Projects: Implementation of new servers, firewalls, network switches, and similar projects are considered billable and outside the standard support plan.

4.2 Financial and Contractual

1. Consumables and Upgrades: Costs associated with consumables, replacement parts, hardware/software upgrades, and related services are not covered.
2. Manufacturer Warranties: Services that fall under manufacturer warranty parts and labor are excluded.
3. Software and Equipment Costs: Costs for line-of-business application software, maintenance contracts, new equipment, parts, or software installations are not included.
4. Warranties: No additional warranties are conferred beyond those explicitly stated within the terms of the Client’s master services agreement or contract.

4.3 Support and Equipment

1. Administrative and Non-Support Activities: Tasks such as technical projects, workstation deployments, hardware/software upgrades, and mass software installations are not covered.
2. Unlisted Applications and Devices: Support for issues arising in applications or devices not included in the agreed-upon software list are excluded.
3. Third-Party and Line-of-Business Applications: Assistance is limited to ensuring accessibility and interfacing with application provider support resources.
4. Custom Application Support: Unless mutually agreed upon, support for certain custom applications is excluded.
5. Obsolete or Overextended Devices: Devices beyond vendor support availability, deemed too old, or used beyond their design capabilities may be excluded from the service.
6. Cellphone, Smartphones: Support is limited to Multi-factor Authentication (MFA) and Microsoft O365 support on vendor supported Android and Apple devices.
7. End User Owned Equipment: Support excludes user-owned devices, except for “bring your own device” workstations and tablets used for business purposes.
8. Voice over IP (VoIP) Phones: Support is limited to network connectivity issues; direct VoIP hardware issues are not covered.
9. Printer Hardware: Covered support is limited to network connectivity and application printing issues; hardware problems are excluded.5.4 Operational and Location Limitations
10. Non-Office Locations: Onsite support is not provided for locations outside of official Client office premises, such as remote property offices or employee home setups. Supported office locations should be identified during the initial implementation.
11. Business Continuity & Disaster Recovery: Services pertaining to offsite disaster recovery and business continuity are not included in this Service offering.

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5. Client Responsibilities

This section outlines the responsibilities and requirements expected of the client to ensure a successful partnership and delivery of ITS offers.

1. Access and Cooperation: The client must provide ITS with timely access to necessary systems, resources, and personnel to perform the service effectively.
2. Compliance: The client is responsible for ensuring that their use of the ITS service complies with all relevant laws and regulations.
3. Environment Standards: The client must maintain their IT environment to the minimum standards required by ITS for the provision of the service.
4. Reporting Issues: The client should promptly report any issues or concerns to ITS to allow for swift resolution.
5. Updates and Communication: The client is expected to keep ITS informed in advance of any changes in their IT environment that may affect the service delivery such as hardware and software upgrades and changes.
6. Training and Policies: The client is responsible for ensuring their staff complete any necessary training and adhere to the policies set forth by ITS for the use of the service.
7. Vendor / OEM Support Coverage: The client is responsible for maintaining vendor and OEM support for the hardware and software to be covered. ITS should be included as an authorized, approved user of the support plan so ITS can escalate support to the vendor on behalf of the client.
8. ITS Property: ITS may provide or place equipment, materials, software, or other items owned by ITS or a third party at the Customer’s premises to perform the contracted services. Providing or placing these items does not grant the Customer or any third-party ownership rights. The Customer shall exercise reasonable care in handling these items, consistent with the care applied to its own property. Upon ITS’s request or upon termination or expiration of the contract, the Customer shall promptly return the items. Failure to return them within seven (7) business days of such request, termination, or expiration will result in the Customer being charged the full replacement cost of the items.
9. Microsoft New Commerce Experience (NCE) Partnership and Administrative Rights: The following applies if ITS will be managing your NCE licenses.
   • Acknowledgment: The Client acknowledges that by appointing IT Solutions as its Microsoft NCE Partner of Record and granting administrative rights, IT Solutions may receive certain benefits, including partner incentives from Microsoft, as part of the standard NCE program. The Client agrees that such benefits are part of IT Solutions’s compensation for providing managed services and do not affect the fees charged to the Client under this Agreement.
   • Appointment as Microsoft NCE Partner: The Client hereby appoints IT Solutions as its Microsoft New Commerce Experience (NCE) Partner of Record for the management, procurement, and administration of Microsoft NCE subscriptions and services, including but not limited to Microsoft 365, Azure, and other related cloud services (collectively, “Microsoft Services”). The Client agrees that IT Solutions shall act as the authorized partner to manage all aspects of the Client’s Microsoft NCE subscriptions, including purchasing, renewals, license management, and support, on the Client’s behalf.
   • Grant of Administrative Rights: The Client grants IT Solutions full administrative access and control over the Client’s Microsoft NCE tenant and associated Microsoft Services accounts. This includes, but is not limited to, the ability to configure, manage, monitor, and modify settings, users, licenses, and security policies within the Client’s Microsoft tenant. The Client acknowledges that such administrative rights are necessary for IT Solutions to provide the agreed-upon managed services effectively.
   • Client Responsibilities: The Client agrees to provide IT Solutions with all necessary information, access credentials, and cooperation to enable IT Solutions to perform its duties as the Microsoft NCE Partner of Record and to exercise administrative rights. The Client shall promptly notify IT Solutions of any changes to its Microsoft Services requirements or account details that may impact IT Solutions’ ability to manage the services.
10. ITS’ advanced cybersecurity services require the client to be in possession of the appropriate Microsoft 365 (M365) licensing (either M354 E5 or Business Premium).

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