IT Solutions

Service Description: Total IT

The following Service Description covers the Total IT solution and its components. For a full description of our overarching Managed Services covering response time expectations, implementation/onboarding, how we provide support, limitations and client responsibilities please start here.

Total IT Managed Services Summary

Service Summary
Advanced Cybersecurity
  • A suite of essential security measures providing a sound foundation to defend systems, data, and employees against the most prevalent threats.
  • Includes Endpoint Detection and Response (EDR), Email Threat Protection & Monitoring, Security Awareness Training, M365 Shield, Dark Web Monitoring, Multi-factor Authentication (MFA), and Web & DNS Protection.
Infrastructure Support
  • Comprehensive management of IT infrastructure, including servers, storage, and networking devices.
  • Proactive infrastructure monitoring & alerting, cloud email & file backup, and firewall management.
  • Server Backup solutions are a required add-on to Total IT unless client has an existing, supportable solution in place.
Service Desk
  • 24×7 user support for software and hardware issues.
  • Tiered approach to efficiently resolve problems at all complexity levels.
Workplace
  • 24 x 7 support of end user workstation management from onboarding to offboarding.
  • Includes Employee Onboarding and Offboarding, subsidized workstation provisioning, workstation patch management, workstation hardware break/fix, workstation monitoring & alerting, and workstation inventory tracking.
Role specific service:
Strategic Advisory (SA) Services Total IT clients are assigned a Strategic Advisor who will work with them on an ongoing basis offering a regular point of contact for the client. Strategic Advisors will schedule quarterly Strategic Review meetings and will prepare and maintain a 5 Year Strategic Roadmap. These Strategic Advisory Services are included at no additional cost.
Technical Alignment Expert (TAE) Services Total IT clients are also assigned a TAE who will proactively identify issues in a client’s environment before they become incidents impacting users. TAE’s ensure the client’s technology environment aligns with ITS recommendations based on industry standards such as NIST and CIS. The TAE works in partnership with the client’s SA to build and maintain a Technology Roadmap.

Please follow the links above to see a full description of each service.

Advanced Cybersecurity

Overview

Total IT Advanced Cybersecurity contains the following services:

Service Description
Endpoint Detection & Response (EDR) Provides continuous, real-time monitoring of devices to detect and respond to cyber threats as they happen. This proactive approach helps ensure a business stays protected from malware, ransomware, and other device-level attacks, minimizing potential damage and downtime.
Email Threat Monitoring and Protection Offers a robust defense against phishing, malware, and other email-based threats, helping business communications remain secure. Includes advanced detection capabilities to help identify and respond to signs of account compromise, protecting sensitive information and maintaining trust between ITS and clients.
Dark Web Monitoring Searches the dark web for signs that a company’s sensitive data may be at risk. By detecting potential threats early, a business can take swift action to protect data and mitigate the impact of a breach.
M365 Shield Provides threat detection across infrastructure and cloud environments. This service aids in ensuring the Microsoft 365 ecosystem and SaaS applications remain secure, working to protect a business from sophisticated cyber threats and ensuring uninterrupted operations.
Security Awareness Training Designed to equip employees with the knowledge and skills to recognize and prevent cyber threats such as phishing, malware, and vishing. By fostering a culture of security awareness, a business can reduce the risk of human error and strengthen the overall security posture.
Multifactor Authentication (MFA) MFA is an essential layer of security that requires multiple forms of verification before granting access to systems. This robust approach significantly reduces the risk of unauthorized access, protecting a business’s sensitive data and resources.
Web & DNS Protection Implements advanced security measures to safeguard a business against web-based threats, providing granular control over internet access. This helps ensure a safer browsing experience for employees, reducing the risk of cyber-attacks originating from malicious websites.

The following details each of these services.

Endpoint Detection & Response (EDR)

ITS’s EDR Service is engineered to provide advanced cybersecurity defense mechanisms to organizations, detecting and responding to cyber threats at endpoints in real time. This service is crucial in today’s high-threat digital environment, providing layered security through monitoring, detection, response, and predictive threat intelligence.

How It Works

EDR as a service, is designed to secure endpoints — from workstations to servers to endpoints in the cloud — against sophisticated attacks and malware outbreaks.

Always-On Protection A small program is installed on each device that watches for suspicious behavior – like strange new programs running or unusual network connections. It’s like having a security guard constantly patrolling each computer.
Smart Threat Detection The system learns what normal activity looks like on a client’s network. When something unusual happens, it flags it immediately – even catching sophisticated attacks that traditional antivirus programs might miss.
Automatic Threat Response When a threat is detected, the system responds instantly – isolating affected devices from the network, stopping harmful programs, and blocking unauthorized connections. This happens automatically, before damage can spread.
Investigation Tools If something does happen, the system provides a detailed timeline of exactly what occurred, helping an IT team understand how the attack happened and prevent similar incidents in the future.
Self-Improving Security The system gets smarter over time by learning from each incident, making the protection stronger against new types of attacks.

Implementation Process

  1. Discovery: The current security setup is assessed to find any weak spots. This helps to create clear goals for the new threat detection system.
  2. Setup: The security software is adjusted to work with existing technology, including creating rules for what to watch for and connecting it with many security tools (TBD on an individual case basis) the business may already use.
  3. Installation: The security monitoring software is installed on client computers and devices.

The client must provide:

  1. Testing: Multiple tests are run to ensure the system works properly in different situations and integrates smoothly with the current business processes.
  2. Training: If applicable, staff are trained in how to recognize security threats and use the new system, which will strengthen the company’s overall security awareness.
  3. Ongoing Protection: The service continuously monitors threats in real-time and regularly updates the system to protect against new security challenges as they emerge.

Frequently Asked Questions

  1. What is EDR? Endpoint Detection and Response (EDR) is a cybersecurity technology that continuously monitors endpoints—such as laptops, servers, and mobile devices—to detect, investigate, and respond to cyber threats like malware, ransomware, and advanced persistent threats (APTs). Unlike traditional antivirus software, EDR provides deeper visibility and proactive response capabilities.
  2. How is EDR different from antivirus software? While antivirus software primarily detects and removes known threats using signature-based methods, EDR goes further by using behavioral analysis, machine learning, and threat intelligence to identify both known and unknown threats. EDR also provides detailed insights into attack paths and enables faster incident response.
  3. How does EDR work? EDR works by collecting real-time data from endpoints, analyzing it for suspicious activities or anomalies, and correlating it with threat intelligence. It provides security teams with a centralized view of endpoint activities and automates response actions, such as isolating infected devices or blocking malicious processes.
  4. Why is EDR important? EDR is crucial because it protects against advanced threats that traditional security tools might miss. It reduces the time to detect and respond to incidents, minimizes damage from breaches, and provides forensic data for post-incident analysis. With cyberattacks becoming more sophisticated, EDR is essential for maintaining a strong security posture.
  5. What should I look for when choosing an EDR solution? When selecting an EDR solution, consider factors such as comprehensive endpoint visibility, advanced threat detection capabilities, ease of deployment and use, integration with existing security tools, scalability, and robust vendor support. Additionally, look for features like automated response, cloud-based management, and minimal impact on system performance.

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Email Threat Monitoring and Protection

This service is a security measure that monitors and helps protect the email platform and employee mailboxes from a broad spectrum of email-borne threats, including phishing attacks, malware, and spam, while also monitoring systems for signs of account compromise. This dual approach assists in ensuring not only the filtration of malicious emails before they reach users but also vigilance against potential account security breaches.

How It Works

Email Filtering Each email is first filtered against a list of known spammers and phishers, then opened in a fully automated sandbox environment where any email attachments and web links are detonated. The outputs from this isolated sandbox testing then undergoes rigorous analysis for signs of phishing, malware, and spam. Sophisticated algorithms and near-real-time, dynamic threat intelligence are employed to help preemptively block harmful content before it ever reaches its intended target.
Continuous Security Monitoring Continuous monitoring for unusual account behavior by analyzing patterns and behaviors that deviate from established norms such as atypical login activities, unexpected email forwarding settings, or other signals of potential account compromises.
Threat Detection The service leverages filtering and sandboxing analysis to dynamically scan for emerging threats. The system adapts in near-real-time to new tactics used by attackers to help ensure even the most sophisticated phishing schemes are identified and mitigated.
Automated Alerts When a potential threat or suspicious activity is detected, automated alerts are generated to administrators. This prompt notification allows for quick investigation and remediation actions to mitigate potential damage.
Quarantine & Alerts Most potentially dangerous emails are quarantined, with alerts sent to both users and administrators. This process works to deter interaction with harmful content and aids in informed decision-making.
User Reporting Users are encouraged to report suspicious emails, enhancing the overall effectiveness of the threat detection system. This collective defense mechanism improves the service’s accuracy and responsiveness over time.

Frequently Asked Questions

  1. What is Email Threat Monitoring and Protection? It’s a security service that continuously scans incoming and outgoing messages for malicious links, attachments, and spoofed senders—quarantining or blocking anything suspicious before it reaches users.
  2. How does it keep my inbox safe? It works like a security guard for your email, automatically checking all messages for threats and stopping them before they reach your team, without disrupting normal email flow.
  1. What happens if a legitimate email is blocked (false positive)? Users can request release of any quarantined email via a one-click “release” button in their daily digest, and administrators can whitelist trusted senders in seconds.

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Dark Web Monitoring (DWM)

DWM is like a digital watchdog that keeps an eye on hidden parts of the internet to see if important information – like emails, website names, company leadership’s private information, or computer addresses – is being talked about or traded by online criminals. This helps companies catch problems early, so they can fix them before real damage happens.

How it Works

Every day, the service searches the dark web to find any signs that a client’s data might be in danger. It uses smart computer tools to decide which issues are the most serious so that ITS knows exactly what needs attention first.

Frequently Asked Questions

  1. Does Dark Web Monitoring include remediation? This service does not remove data from the dark web, such as negotiating with hackers or scrubbing marketplaces, as this is often impractical or illegal. An alert is sent, but we don’t erase the discovery from the source.
  2. Is Dark Web Monitoring intended for attack prevention? The service identifies data that has already been compromised and is not the initial theft.
  3. What types of data does the service monitor? The service looks out for various pieces of information like emails, website names, and computer addresses, along with other details that might be mentioned on secretive parts of the internet.
  4. How often are the dark web scans done? The system checks the dark web every day – so every 24 hours – to make sure it catches any recent problems as soon as they appear.
  5. How do I receive alerts about potential threats? Alerts are sent directly to the client through email, text messages, or on an easy-to-use online dashboard, so client can quickly see if there’s an issue that needs attention.
  6. Can the service remove compromised data from the dark web? No, the service is designed to find and alert about the problem; it doesn’t remove the data. It’s then up to the client to take the right steps to fix the situation. ITS can assist by implementing a scoped project to help with remediation.
  7. What should I do when I receive an alert? When a client gets an alert, they should check the information carefully and follow the suggested steps—like changing passwords or updating security settings. Then, work with the IT or security team to make sure everything is safe.

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M365 Shield

M365 Shield is a security monitoring platform designed to protect SaaS applications by detecting and alerting suspicious activities, data access anomalies, and potential threats in real time. It provides IT teams with critical insights into user behaviors across cloud platforms, enhancing data security and compliance.​

How it Works

  1. M365 Shield is a cloud security platform that monitors activity across SaaS applications, helping businesses detect suspicious behavior, prevent unauthorized access, and reduce the risk of data breaches.
  2. It provides real-time alerts on potential threats, such as unusual login attempts or data access, enabling IT teams to respond quickly to security incidents.
  3. M365 Shield strengthens compliance, working to safeguard sensitive information in cloud environments by offering visibility into user activity and access patterns.

Frequently Asked Questions

  1. What protection does it include? M365 Shield provides complete protection with:
  1. How does it help with compliance? M365 Shield keeps track of all user activities, policy changes, and access patterns in the Microsoft 365 environment. This creates the detailed records and reports needed to show compliance in regulations like HIPAA, PCI-DSS, PIPEDA, GDPR, and others.

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Security Awareness Training (SAT)

SAT teaches how to recognize and prevent cyber threats. Think of it as creating a “human firewall” for the business – because up to 95% of data breaches involve human error. With cyber threats becoming more sophisticated in 2025, including AI-powered attacks, this training is more important than ever.

Benefits

  1. Meet Insurance and Compliance Requirements
    • Helps fulfill regulations like GDPR and HIPAA
    • Can lower insurance premiums
    • Maintains compliance needed for business partnerships
  2. Reduce Your Risk
    • Trained employees are 30% less likely to fall for phishing attacks
    • Can reduce security risks by up to 70%
    • Even basic programs provide a seven-fold return on investment
    • Risk can drop from 60% to 10% within the first year of training

How It Works

Phishing Testing
  • Client’s employees receive simulated phishing emails
  • Tests how well they can spot fake emails
  • Provides immediate feedback when mistakes happen
  • Uses realistic scenarios based on current threats
Employee Training
  • Short, interactive online courses
  • Quizzes and real-world scenarios
  • Covers essential topics like:
  • Spotting phishing attacks
  • Creating strong passwords
  • Safe internet browsing
  • Recognizing social engineering tricks

Implementation Process

  1. Scoping: Identify who needs training and what topics to cover
  2. Configuration: Set up the training platform to fit the business
  3. Activation: Run an initial test session before full rollout
  4. Documentation: Create clear records of training program

Support Process

  1. Help desk support for employees who have questions
  2. Enrollment for new hires
  3. Removal of departing employees from the system
  4. Regular reports showing team’s progress

Frequently Asked Questions

  1. What exactly does your Security Awareness Training include? The program combines short, engaging online lessons (covering topics like phishing, password security, and safe browsing) with realistic simulated phishing tests, interactive quizzes, and periodic reinforcement “micro-lessons” to keep security top of mind.
  2. How long does each training session take, and how is it delivered? Each core module is 10–15 minutes long and delivered through a cloud-based platform, so employees can complete sessions on any device—desktop, tablet, or smartphone—at their own pace.
  3. How often should employees complete training and simulations? ITS recommends annual phishing simulations with quarterly refresher modules. This cadence balances learning reinforcement with minimal disruption to daily work.
  4. What does a phishing simulation look like and is it safe? Simulations mimic real phishing emails (without malware) to test employee readiness. They’re entirely safe—no malicious code runs—and serve only to show who clicked so targeted follow-up coaching can be provided.
  5. How do you measure success and report on results? The platform provides an easy-to-read dashboard showing completion rates, quiz scores, simulation click-rates, and improvement trends over time. You can easily see exactly how a team’s security awareness is growing.

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Multi-Factor Authentication (MFA)

MFA is a critical security layer that requires users to verify their identity through multiple methods (something they know, have, or are), creating a robust defense that prevents attackers from gaining access even if passwords are compromised.

By requiring a second verification method, MFA creates a powerful additional layer of protection that significantly reduces the risk of unauthorized access.

Standard Configuration Recommendation

Our MFA standard configuration recommends the following integrations be implemented. The implementation services to deploy the standard configuration is a separate, chargeable services engagement.

Integration Description
Remote Access Application Integrates with compatible remote access applications, such as client VPN solutions and Microsoft Remote Desktop Gateway.
Microsoft 365 Leveraging the native MFA functionality within Microsoft 365, requiring users to use a smartphone mobile app for the second factor. This utilizes Microsoft’s built-in security features.

Additional Integration Capabilities

MFA can be deployed beyond Microsoft 365, VPN and Microsoft Remote Desktop Gateway to further strengthen the client’s security posture. Additional integrations can be implemented for Workstations, Applications, and Windows Server. These additional integrations may require a RADIUS implementation and/or Microsoft licensing to include support for Conditional Access. These implementation services need to be customized for individual client environments and their unique applications and are separately charged.

Integration Description
Windows Workstation ITS offers the option to extend MFA protection to workstation logins, allowing for customization to meet specific organizational security needs.
Applications Beyond the standard configuration, MFA service offers the potential for integration with a wide array of applications.
Windows Server Integrates with the interactive Windows Server login to reduce the risk of unauthorized access.
Microsoft 365 Licensing:
MFA implementation for applications and servers may require Conditional Access features found in certain Microsoft licensing subscriptions. Conditional Access is available with Microsoft Entra ID P1 and P2; Microsoft 365 Business Premium; Microsoft 365 E3, E5, F3; and EMS E3 and E5. These licenses are not included in the MFA service and are at an additional cost.

Implementation Process

The typical implementation process, scoped and billable by Professional Services, has the following steps:

1 Assess & Strategize Assessment of existing IT infrastructure to identify integration points for the MFA system for Remote Access Application and Microsoft 365 for a tailored deployment strategy and setting of milestones.
2 Finalize Scope Finalize scope and provide a SOW which will include Professional Services and a quote for Microsoft licensing upgrade or add-on if Conditional Access is required.
3 Configure & Integrate Configuration of the MFA service, integration with Remote Access Application, Microsoft 365 and additional scoped services, optimization of settings for security and convenience, and execution of a thorough testing phase.
4 Enrollment Enablement Professional Services can either enable MFA for users or can assist with self-enrollment enablement. ITS can generate a customized email campaign with instructions on how to self-enroll in MFA that helps guide users through the setup of authentication methods.
5 Provide Training Provide end-users with easy-to-access guides and IT staff with support training.
6 Activate System Activation of MFA across the organization, with support ready to address any issues and monitor the system post-activation.
7 Steady State Offering continuous support following system activation, providing regular updates, and ensuring MFA is operational and secure.

Feature List

Comprehensive Integration Capability* MFA integration across most cloud services, email platforms, remote access systems, VPNs, on-premises applications, and workstation & server logons.
Flexible Authentication Options Offers push notifications, hardware tokens, SMS codes, and automated voice calls for user-friendly verification.
Alternative Authentication Scenarios Provides options like temporary access codes, backup authentication methods, passwordless access, time-based one-time passwords, and support assistance for lost access scenarios.
Single Sign-On (SSO) Enhances user experience by allowing one-time authentication for multiple services.
Delegated Admin Control Enables role-based administrative access, allowing specific permissions for managing MFA settings and user accounts.
Granular Access Policies Customizable policies for detailed access control based on user and device attributes.

* Some items here may require scoping and professional services to integrate

Frequently Asked Questions:

  1. What if I lose my phone or it breaks?  Our team can help by temporarily disabling MFA or assisting with registering a new device.
  2. Can I use the same authentication app for multiple accounts? Yes. MFA smartphone apps can manage multiple accounts in one place.
  3. Will MFA work if I don’t have internet or cell service?  Yes, the authentication apps can generate codes even when offline. End users will have to call support to acquire the necessary code in those situations.
  4. Will the implementation of MFA impact productivity?  MFA adds an extra step, but it’s designed to be quick and user-friendly. Methods like push notifications take just seconds.
  5. What happens in an emergency if I can’t access my verification method?  For genuine emergencies, we have procedures to provide temporary access after verifying your identity. End users will have to call support to remediate the issue.

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Web & DNS Protection

Web & DNS Protection defends against web-based threats while controlling internet access. This includes blocking access to malicious websites, filtering unwanted content, and protecting against web-based exploits.

Features

  1. Ability to enforce company Acceptable Use Policy (AUP). Control of the DNS service across company devices allows for company policies to be easily enforced and followed.
  2. Protection from harmful and malicious websites. Threat actors use a variety of methods to get users to visit websites, click on links, and download attachments. DNS protection can limit the ability and effectiveness of these methods.
  3. Visibility and awareness. Periodic review of DNS activity can be used to identify potentially compromised accounts, endpoints out of alignment, and users who may need training.

How it Works

  1. Content Filtering: Web traffic is filtered based on policies to block access to known malicious sites and inappropriate content.
  2. DNS Security: DNS requests are analyzed to prevent connections to harmful or
    suspicious domains.
  3. Real-time Blocking: Any attempt to access a blocked site or domain is automatically denied.
  4. Custom Policies: Organizations can customize filtering policies to meet their specific needs and compliance requirements.

Implementation Process

Scoping

Configuration

Monitor implementation

Completion

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Infrastructure Support

Overview

The Total IT Infrastructure Support solution is designed to provide a robust foundation for the client organization’s IT infrastructure.

Infrastructure Support services are listed below:

Service Description
Infrastructure Monitoring & Alerting 24/7 oversight of IT infrastructure to identify and address potential issues early and provide real-time notifications on system issues.
Infrastructure Patch Management Scheduled updates and security patches for servers and networking devices.
Cloud Email & File Backup Secure backup services for cloud email and cloud file storage.
Firewall Management Monitoring and maintaining firewalls to protect networks by controlling traffic based on access policies. Includes managing rules, monitoring traffic, updating software, optimizing policies, and ensuring compliance with regulations.

 

NOTE: Server Backup Service
Server Backup is a required service and is an additional monthly charge beyond the Total IT Infrastructure user-based pricing. The additional charges will be based on the client’s environment and the solution contracted with ITS. Server Backup Service details will be explained further in this document.

Following is a full explanation for each service within Infrastructure Support.

Infrastructure Monitoring & Alerting

ITS’s proactive Infrastructure Monitoring and Alerting service combines continuous surveillance with immediate notification to ensure your IT infrastructure remains secure and operational around the clock. By integrating advanced monitoring tools and real-time alert processes, we provide a comprehensive solution designed to preemptively identify and address potential issues before they impact your business.

How It Works

  1. Components Monitored:
  1. System Configuration and Alert Setup: During the initial implementation, ITS configures monitoring tools to comprehensively track the performance, health, and security of your IT infrastructure components. Alert thresholds are tailored to the client’s specific operational needs, ensuring incident notifications are set for critical events.
  2. Continuous Monitoring with Real-Time Notification: ITS monitoring systems continuously monitor the infrastructure, identifying when thresholds are breached, failure states detected, anomalies, security vulnerabilities, or potential failures. When these thresholds are crossed, real-time alerts are generated, an incident created, a support ticket created, and the Incident Management process begins.
  3. Alert Prioritization and Preemptive Actions: Alerts are immediately reviewed and prioritized based on their potential impact on business operations. This ensures critical issues receive the fastest response. Based on the severity of the alerts, our team takes preemptive actions to resolve issues before they escalate, maintaining system integrity and minimizing downtime.

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Patch Management

Patch Management is crucial for proactively maintaining the security and functionality of servers, storage, and networking devices. Our scheduled updates and security patches are carefully planned to minimize disruption while ensuring your systems are compliant and protected against vulnerabilities.

How It Works

  1. Patch Identification: Our team regularly identifies and evaluates patches for your IT infrastructure components, focusing on security updates and performance improvements.
  2. Testing and Approval: Selected patches undergo thorough testing in a controlled environment to ensure compatibility and minimize the risk of disruptions.
  3. Customization and Exclusion: Due to discovery of compatibility or performance issues, exclusion of specific patches may be necessary.
  4. Scheduled Deployment: Patches are scheduled for monthly deployment during off-peak hours or designated maintenance windows to reduce operational impact. For critical security patches, as defined by the vendor, or in response to emerging vulnerabilities, deployments may be accelerated.
  5. Post-Deployment Review: Following deployment, we conduct a review to ensure patches are applied correctly and systems are functioning as expected.

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Cloud Email & File Backup

The Cloud Email & File Backup service provides comprehensive protection for cloud-based user data, whether utilizing Microsoft 365 or Google Workspace. This solution ensures that emails, documents, and collaboration platforms like Microsoft M365 including SharePoint, OneDrive, Exchange, and Teams along with Google Suite including Drive, Calendar, Gmail, and Contacts are backed up securely, offering peace of mind and enhancing business continuity strategies.

How It Works

  1. Integration with Cloud Services: The service is integrated with both Microsoft 365 and Google Workspace, covering a wide array of data sources including emails, calendars, contacts, documents, and site content.
  2. Automated Backups: Backups are performed automatically ensuring continuous protection without manual effort.
  3. Secure and Compliant Storage: Backup copies are encrypted and stored in compliance with leading industry standards, in cloud environments that prioritize security and data integrity, and are managed with strict least-privilege access controls.
  4. Flexible Recovery Options: Data can be restored directly to its original location or redirected as needed, facilitating rapid recovery from data loss incidents and flexible data management.
  5. Retention: Daily backups are retained for 90 days and then rolled up to weekly backups for the remainder of the 12-month period. Additional requirements for longer retentions for archival purposes is a separate offering.

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Firewall Management

Firewall Management is essential for safeguarding your network by monitoring and controlling incoming and outgoing traffic based on predetermined access rules. Our service ensures your firewalls are configured, updated, and optimized to protect against evolving threats while maintaining network performance.

How It Works:

  1. Firewall Maintenance: Our team updates firewall access rules tailored to your organization’s specific needs to ensure that only authorized traffic is allowed based on clients’ requirements.
  2. Monitoring: Firewalls are continuously monitored for functionality and performance, with real-time alerts and analysis to mitigate potential issues.
  3. Scheduled Updates: Firmware updates and security patches are applied during off-peak hours or designated maintenance windows to minimize disruption and address known vulnerabilities.
  4. Incident Response: In the event of a detected threat, we provide response and remediation to minimize impact and secure your network.
  5. Post-Update Review: After configuration changes or updates, we conduct a review to confirm the firewall is operating effectively and meeting security objectives.

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Server Backup + DR

Server Backup + DR is an advanced ITS data protection service that combines daily backup services with DR features.

Below is an overview of each key feature with full details following:

Service Description
Server Backup Provides daily backup of client servers covered by the service.
On-premises DR Ready Provides compute, memory, and storage to virtualize a server locally in the event of a server failure
Cloud DR Ready Provides compute, memory, and storage resources in the cloud to support a failover in the event of a local disaster

Server Backup + DR Requirements

This service is available for Total IT and Amplify IT Infrastructure clients. ITS must have admin access to servers, hypervisors, storage, and network resources to provide daily backups, restores, and any DR failover requirements. All servers must have our agents installed.

Server Backup

Server Backup offers reliable, scheduled, and monitored server backups with offsite copies for enhanced data protection. Off-site backup copies require reliable and high-speed internet connection to send backup copies on a timely basis to the cloud.

How It Works

The process of delivering the Server Backup service follows this process:

  1. Backup Strategy Assessment: We design backup jobs and retention schedules to align with your data protection requirements and objectives taking into consideration: data criticality, recovery time objectives, data capacities, backup windows, and available bandwidth. Our standard retention for backups for Server Backup + DR is 1 year. Requirements for longer retentions for archival, regulatory, or compliance purposes will require increased backup storage repositories at additional charges. The goal of the assessment is to validate backup services can be successfully implemented and there is sufficient time, bandwidth, and backup storage capacity to meet the defined backup and restore requirements.
  2. Daily Backup Schedule. Our standard Server Backup + DR service includes local backup copies to an ITS Backup Appliance and an off-site backup with 1 Year retention. The retention includes 14 daily backup copies, 2 weekly backup copies after the 14 days, and 11 monthly backup copies. Requirements for longer retentions for archival, regulatory, or compliance purposes will require increased backup storage repositories at additional charges.
  3. Regular Backup Execution: Backups are executed according to the defined schedule. Backup schedules can be customized to fit operational needs, data criticality, and to adjust based on available backup storage capacities.
    • NOTE: Complete backup restoration and DR testing is a more detailed process and is handled as a billable engagement. Clients interested in comprehensive restoration testing or DR testing should discuss their requirements with ITS.
  4. Backup Performance Monitoring: Backup performance is continuously monitored through our management platform, with alerts set up to notify our support team of a failure or performance issue. Our support team will work to resolve issues in the event of a backup failure.
  5. Backup Verification: Backups are continually validated with automated tests (integrity checks and screenshot verification) to ensure that data is accurately captured and can be restored.
  6. Backup Restore Readiness: In the event of data loss, our team is prepared to execute backup restore procedures to minimize downtime and restore operations. Should a data loss incident occur, we promptly assess the situation to determine the most effective recovery method.
  7. Restore Requests: In the event of a restore request, whether a file restore or a full restore, a support ticket will need to be submitted by the client by following the Support process documented in our earlier managed services overview section.

Technical Features

Below is a list of technical features of the backup service:

  1. Automated Backup Scheduling: Configured backups to run automatically at specified intervals, ensuring data is consistently protected without manual intervention.
  2. Incremental Backups: After an initial full backup, only changes made since the last backup are saved, reducing backup time and storage requirements.
  3. Image-Based Backup: Captures complete snapshots of servers, including the operating system, applications, and data, for comprehensive recovery.
  4. Offsite Backups: Backups are sent to the cloud for enhanced, offsite backup protection.
  5. Immutable: Backups of data, once written, cannot be altered, deleted, or overwritten, providing defense against ransomware and accidental data loss.
  6. AES 256-bit Encryption: Data is encrypted both in transit and at rest, ensuring backup data is protected against unauthorized access.
  7. Bare Metal Restore (BMR) Capable: Ability to restore from backup to new, dissimilar hardware without the need for reinstallation of the operating system or applications.
  8. Granular Recovery: Ability to restore individual files and folders from any backup, simplifying the recovery process for small-scale data loss.
  9. Bandwidth Throttling: Manage bandwidth usage during backup processes to minimize impact on your network’s performance.  Bandwidth throttling may impact time to complete backups and replication of backup copies to the cloud.

Frequently Asked Questions

  1. Can ITS provide backup retentions beyond the standard 1 Year retention period?  Yes. ITS uses the standard 1-year retentions for routine restore requests locally and to provide additional backup copies to meet regulatory and compliance requirements. We can include additional retentions at an additional monthly service amount. Based on the client’s retention requirements and the amount of data to retain, ITS will provide the client with options and pricing.
  2. Is there a minimum term required for Server Backup + DR service?  Yes. The minimum term for the service is 12 months and renewals require a minimum of 12 months.
  3. What if the disk utilization on backup appliance becomes too high? Utilization exceeding 70% jeopardizes the on-site DR Ready capabilities. Either a new appliance with greater disk capacity needs to be ordered, increasing the monthly charge, or an assessment of the actual backup results should be undertaken. The backup appliance is sized based on the information available at the time of order. The appliance is sized on current capacities, assumed change rates, and planned growth rates. It’s not uncommon for data to grow or for change rates to be higher. Policies can be adjusted to fit the current backup appliance capacity, or a larger appliance needs to be implemented.

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On-premises DR Readiness

Server Backup + DR includes an ITS Backup Appliance which includes additional server capacity in the form of compute, memory, and storage to virtualize a server locally in the event of a hardware failure. Each appliance has differing amounts of compute, memory, and storage and one will be sized for the client to meet their storage capacity and DR needs. It should be noted that the local appliance will still need to have resources available to it to perform daily backup jobs and replicate the jobs to the cloud if it were to also be used as a local DR server. The failed server should be repaired or replaced as soon as possible.

How It Works

On-premises DR service follows this process:

  1. DR Strategy Assessment: During the same Server Backup assessment, we design backup jobs and retention schedules with DR considerations in mind. We design the backup jobs as described in the Server Backup section. We also review the on-premises servers for their compute (CPU), memory (RAM), and storage requirements. We then can determine if the backup appliance has suitable capacity to run the existing servers in the event of a local server failure. Clients can determine if they need a larger appliance or if running in a degraded DR state is sufficient.
  2. Daily Backup Schedule. The daily backup schedule provides the DR Recovery Points that will be available in the event of a local server failure.
  3. Regular Backup Execution: Backups are performed as described in previous section.
  4. Backup Performance Monitoring: Backup performance monitoring occurs as described in Server Backup section.
  5. Backup Verification: Backups are continually validated with automated tests (integrity checks and screenshot verification) to ensure that data is accurately captured and can be restored.
  1. DR Restore Readiness: In the event of a local server failure, our team is prepared to execute server restore procedures to minimize downtime and recover operations. Should a disaster incident occur, we promptly assess the situation to determine the most effective recovery method. It is important to note that we will restore backups to a ready infrastructure, but the infrastructure is not included. Clients benefit greatly by developing DR Runbooks in advance to lower their Recovery Point and Recovery Time Objectives. Development of DR Runbooks is at an additional charge and these efforts are delivered by ITS Professional Services organization.

Technical Feature

Instant Virtualization: Boots a recovery point from the desired protected system as a virtual machine on the local Backup Appliance or in the Cloud.

Frequently Asked Questions

  1. Is a DR Runbook included to support using the local backup appliance for DR? No but clients can work with ITS, as a billable engagement, to develop and routinely test a DR Runbook. Clients will benefit greatly from developing a comprehensive DR plan in advance of an actual event. Scenarios will have been considered in advance of an actual event so an agreed upon plan can be put into the DR Runbook. Recovery Point and Recovery Time Objectives can be considered and plans in place to meet both with a well thought out, tested, and eventually executed DR Runbook.
  2. Will there be data loss if a failed server is virtualized onto the backup appliance?  Most likely yes assuming something has changed on the server since the last successful backup completed.
  3. How long can a failed server continue to run on the local backup appliance? There is no limit to the time a server can continue to run on the local backup appliance. It is recommended the failed server be repaired or replaced as soon as possible and a failover to that server be scheduled.

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Cloud DR Ready

Server Backup + DR includes Cloud resources in the form of compute, memory, and storage to virtualize servers off-premises in the event of a major failure of on-premises resources. The cloud resources that are reserved for a future DR will match the compute, memory, and storages resources available in the local Backup Appliances.

How It Works

The process of delivering Cloud DR service follows this process:

  1. DR Strategy Assessment: During the same Server Backup assessment, we design backup jobs and retention schedules with DR considerations in mind. We design the backup jobs as described in the Server Backup section. We also review the on-premises servers for their compute (CPU), memory (RAM), and storage requirements. We then can determine if the backup appliance has suitable capacity to run the existing servers in the event of a local server failure. Clients can determine if they need a larger appliance or if running in a degraded DR state is sufficient.
  2. Daily Backup Schedule. The daily backup schedule provides the DR Recovery Points that will be available in the event of a major on-premises disaster.
  3. Regular Backup Execution: Backups are performed as described in previous section.
  4. Backup Performance Monitoring: Backup performance monitoring occurs with particular focus on the replication of daily backups to the Cloud. Recommendations for additional bandwidth may be made if there is significant lag in replicating backups to the cloud.
  5. Backup Verification: Backups are continually validated with automated tests (integrity checks and screenshot verification) to ensure that data is accurately captured and can be restored.
    • Note: DR testing is a more detailed process than validating backups and is handled as a billable engagement. The scope of a DR test will determine the engagement. Results of the DR tests should be used to update the DR Runbook and to validate if RTO and RPO expectations should be adjusted. Clients interested in DR testing should discuss their requirements with ITS.
  6. DR Restore Readiness: In the event of a major local failure, our team is prepared to execute server restore procedures to minimize downtime and recover operations. Should a disaster incident occur, we promptly assess the situation to determine the most effective recovery method. Clients benefit greatly by developing DR Runbooks in advance to lower their Recovery Point and Recovery Time Objectives. Failover to the cloud also requires network failover requirements and it is highly recommended that the DR Runbook is developed and matured to account for these complexities. Development of DR Runbooks is at an additional charge and these efforts are delivered by ITS Professional Services organization.

Technical Features

  1. Off-site Cloud Backup Copies: The backup copies of the locally backed up servers are used as the Recovery Points for the cloud DR servers.
  2. Cloud Infrastructure Resource Reservations: Clients will have cloud DR resources available matching the resources in their ITS on-premises Backup Appliance.

Frequently Asked Questions

  1. Is a DR Runbook included to support Cloud DR? No but clients can work with ITS, as a billable engagement, to develop and routinely test a DR Runbook. Clients will benefit greatly from developing a comprehensive DR plan in advance of an actual event. Scenarios will have been considered in advance of an actual event so an agreed upon plan can be put into the DR Runbook. Recovery Point and Recovery Time Objectives can be considered and plans in place to meet both with a well thought out, tested, and eventually executed DR Runbook.
  2. Will there be data loss if there is a failover to the Cloud? Most likely yes assuming something has changed on any of the servers since the last successful backup completed and was replicated to the Cloud. There is a higher risk with a failover to the Cloud, than a failover to the local Backup Appliance, of a Recovery Point exceeding 24 hours as it relies on replication of the backup to the Cloud.
  3. How long can we run workload in the Cloud after a failover? 30 days is the limit for the Cloud resources included in the service. Additional charges will be incurred if the Cloud resources are used beyond the 30 days. Failback to the on-premise location or another production Cloud environment should occur as quickly as possible. Failback services are treated as a project and billed separately.

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Service Desk

Overview

Total IT Service Desk features are dedicated to ensuring that every end user within a client’s organization receives the support they need when they need it. Total IT Service Desk includes 24×7 support for end users, so they have continuous access to support professionals, ready to assist with their issues.

Below is an overview of each key feature:

Service Description
Standard Software & Hardware Support Comprehensive assistance for common office productivity tools, operating systems, collaboration software, desktops, laptops, printers, scanners, and peripherals.
Specialized Software Support ITS can support a client’s Line of Business (LOB), industry-specific or specialized software applications. For each application to be approved, ITS requires the client to provide ITS with existing operational support runbooks and authorized vendor support access.

Each service is explained in the following detail.

Standard Software & Hardware Support

Total IT Service Desk provides comprehensive assistance for widely used software applications and platforms. This includes support with installation, configuration, and troubleshooting for common productivity tools, operating systems, and collaboration software. ITS support includes vendor supported software versions and hardware models.

Standard Software Support includes:

Standard Hardware Support Includes:

How It Works

When an end user encounters an issue with Standard Software and Hardware (see section prior for definition of covered services) or encounters connectivity issues, they can contact ITS support in one of the following ways:

Phone Support Immediate assistance via our support hotline. ITS Support can engage directly with the end user to initiate a support ticket and begin engaging to resolve the issue.
Online Portal A 24/7 self-service platform where clients can log and track issues.
Email Support For non-urgent support needs, clients can email ITS support.

Frequently Asked Questions

  1. Can Total IT Service Desk help with software configuration?  Our team can assist with configuring software settings to optimize performance and user experience according to individual needs and preferences. Configuration support is limited to the products listed on page 2.
  2. Does Browser support include browser plug-in support?  No. There are a limitless number of plug-ins available, and many introduce security vulnerabilities and end users should be cautioned against these installations. As with specialized software support, if a specific browser plug-in is required by the client for their Line of Business application to function efficiently, ITS can work with the vendor to support that plug-in.
  3. Does Total IT Service Desk replace the need for the client to have vendor support?  No. It’s important to understand that vendor support provides software patches, updates, hardware patches, critical security patching, and an escalation path when normal troubleshooting efforts aren’t successful. A client’s software and hardware must be under vendor support for ITS to escalate issues to the vendor on the client’s behalf.
  4. What software versions do ITS support?  ITS supports vendor supported versions of software under Total IT Service Desk. If an end user has an issue with an unsupported version, we would be unable to escalate issues to the vendor. An upgrade to a supported version would be required if our reasonable effort to resolve the issue fails.
  5. What hardware models do ITS support?  ITS supports vendor supported models of hardware under Total IT Service Desk. If an end user has an issue with an unsupported model, we’re unable to escalate issues to the vendor. An upgrade to a supported model would be required if our reasonable effort to resolve the issue fails.
  6. What expectations should we have for printer support?  Printer support is limited to network connectivity and application printing issues for printer and scanning devices.
  7. Is there a difference in the level of support available during normal business hours compared to after hours?  The level of support remains consistent, with all ITS support tiers accessible 24×7. However, the approach to resolving non-critical issues may vary as we prioritize immediate response to critical issues outside standard business hours.

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Specialized Software Support

Recognizing the pivotal role that critical line of business (LOB) applications and custom-developed software play in our clients’ operations, our Specialized Software Support is designed to accommodate these essential applications. Whether it’s a widely used LOB application or a bespoke software solution tailored to specific business needs, we engage in a collaborative process with clients to ensure comprehensive support coverage relying on the client’s existing operational runbooks and vendor support. ITS cannot guarantee all-encompassing coverage for these applications.

Collaborative Scope Definition:

  1. Identification of Critical and Custom Software: Clients pinpoint which LOB and custom-developed software applications necessitate support from our Service Desk. This involves detailing each application’s operational significance, functionality, and any prevalent issues or user challenges.
  2. Provision of Documentation and Training: Clients are responsible for supplying detailed documentation for each identified software application, which should include insights into the software’s architecture, core functionalities, common troubleshooting steps, and user guides. Moreover, clients facilitate training sessions for our support team to foster a deep understanding of these applications.
  3. Agreement on Support Scope: A mutual agreement is reached regarding the extent of support our Service Desk will provide for these applications, including specific response times, escalation procedures, and bespoke support protocols as required.

How it works

When an end user encounters an issue with Specialized Software covered above, or encounters connectivity issues, they can contact ITS support in one of the following ways:

Phone Support Immediate assistance via our support hotline. ITS Support can engage directly with the end user to initiate a support ticket and begin engaging to resolve the issue.
Online Portal A 24/7 self-service platform where clients can log and track issues.
Email Support For non-urgent support needs, clients can email ITS support.

Ensuring Success Through Client Collaboration:

It is important for the client to continue collaborating with ITS on an ongoing basis regarding their specialized software applications to ensure ITS is kept current and we can continue to mature our offerings.

Frequently Asked Questions

  1. Does specialized software support include updates and upgrades?  No. ITS can provide software updates and upgrades on a project basis to ensure clients benefit from the latest features and security improvements. Projects should include test environments to determine the impact on the end users, compatibility with other applications and hardware, documentation will need to be updated, and ITS support team prepared for the upgrade.
  2. Can ITS assist with specialized software configuration?  ITS can assist on a project basis relying on the documentation created during the Implementation phase and with direct vendor support.
  3. Does Total IT Service Desk replace the need for the client to have vendor support?  No. It’s important to understand that vendor support provides software patches, updates, hardware patches, critical security patching, and an escalation path when normal troubleshooting efforts aren’t successful. A client’s software and hardware must be under vendor support for ITS to escalate issues to the vendor on the client’s behalf.
  4. What software versions do ITS support?  Only vendor supported versions of specialized software are covered under Total IT Service Desk. If an end-user has an issue with an unsupported version, we’re unable to escalate issues to the vendor under the client’s vendor support contract. An upgrade to a supported version would be required.

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Workplace

Overview

Total IT Workplace is designed to manage and support the lifecycle of employee IT needs, from the moment they join an organization until the time they depart. The goal is to ensure each managed workstation has resources necessary for peak productivity, remains operational, secure, and up to date.

Service Description
Employee Onboarding and Offboarding Managed processes for adding or removing employees from IT systems.
Workstation Provisioning Set up and configuration of ITS acquired workstations for new and existing employees.
Workstation Monitoring & Alerting Continuous monitoring for workstation performance and security issues.
Workstation Patch Management Regular updates and security patches for workstations.
Workstation Hardware Break/Fix Troubleshooting and repairs for workstation hardware issues.
Workstation Inventory Provide quarterly reporting of workstation inventory identifying assets nearing end-of-life.

Below is an overview of each key feature with full details following:

Employee Onboarding and Offboarding

Employee Onboarding and Offboarding offers streamlined processes for seamlessly integrating new employees into IT systems and securely removing departing employees. This includes ensuring access rights and permissions are appropriately assigned during onboarding and revoked during offboarding, protecting sensitive information, and maintaining IT security.

How It Works

Employee Onboarding and Offboarding processes are designed to ensure a smooth transition for employees entering or exiting an organization. Upon notification of a new hire or departure, ITS initiates a series of actions:

  1. Notification: Clients should notify ITS as soon as possible, preferably a week before the employee’s start or departure date, to allow sufficient time for account setup or account revocations.
  2. New Employee Setup: For onboarding, ITS collects necessary details, including role-specific software and access requirements. IT systems and accounts are prepared, ensuring secure and appropriate access.
  3. Exiting Employee Process: For offboarding, ITS ensures a secure and comprehensive revocation of access rights across all IT systems, performs data backup as necessary, and guides on transitioning work-related data.
  4. Data Migration: ITS facilitates the migration of work-related data to or from the employee’s workstation as part of the process.
  5. Audit and Verification: Both processes conclude with an audit to confirm all steps have been executed correctly, followed by verification with relevant managers or department heads.

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Workstation Provisioning

Workstation Provisioning involves careful setup and configuration of workstations that the client has acquired via ITS, for new and existing employees, ensuring each workstation is ready for immediate productivity. This includes installing necessary software, configuring system settings according to role-specific requirements, and ensuring connectivity to essential services.

There is an additional $150 per workstation fee charged over and above the Total IT per user pricing.

How It Works

Workstations Shipped Directly to the ITS Deployment Services Center (DSC):

The process of Workstation Provisioning for new employees is initiated upon receiving details about the employee. For existing employees, who are receiving a new workstation, acquired via ITS, as part of a lifecycle refresh effort, the process is similar.

  1. Procurement Initiation: We determine the optimal hardware and software setup based on the employee’s department and role, adhering to performance and security benchmarks.
  2. ITS DSC: Workstations, acquired via ITS, are shipped to our center for set-up and testing services prior to shipping to the client or employee location.
  3. Asset Tracking: Upon arrival, workstations are asset tagged and their information is entered into the ITS systems for asset tracking purpose initiating the asset lifecycle process. 
  4. Setup and Testing: The workstation is rigorously tested to validate the functionality of applications to meet ITS standards and your specific needs. This includes:
    • workstation is powered on and added to ITS’s deployment systems,
    • ITS-approved standard Windows build installed,
    • all updates from the workstation manufacturer are applied, and
    • compatibility with the client’s essential business applications is verified.
    • For existing employees receiving a new workstation, ITS will facilitate end user transition to the new workstation including data transfer.
  5. Shipping: Clients request their shipping priority and the ITS DSC prepares the order for shipment to the client. Clients are billed for shipping charges. 
  6. Delivery and Orientation: Once workstations are delivered to the client, an orientation session is offered to the end user to ensure standard software, like Outlook, is working for the employee. Peripheral devices, such as printers and web cams, are set up and tested. 

Workstations Shipped Directly to Client Site:

Workstations, procured via ITS, and delivered directly to the client’s requested location will require the client’s involvement for the configuration process. Once the client receives the workstation, they will need to unpack it and perform the initial setup to allow ITS remote access to the device. Asset tagging is not included when workstations are shipped directly to the client.

Frequently Asked Questions

  1. Are there any limitations with Workstation Provisioning? Yes.  Client must purchase from an ITS catalogue of stocked/standard equipment.
  2. Are shipping charges included in the service?  Shipping charges are not included in the service as charges are based on final destinations and the priority of the shipment. We will assist with estimates on rates for various priorities of shipping and will bill the client for the actual charges.
  3. Are there additional charges? Workstation Provisioning will be $150 /workstation, with no limit on how many machines can be provisioned in single request.
  4. Will someone come to my place of business to set the machine up? This service is based on remote configurations only. If onsite is requested that would be considered out of scope and a billable engagement.
  5. What information is needed from the client to initiate a workstation provisioning?  We’ll need the employee’s role, preferred software, any special requirements, and their start date to ensure a seamless setup.
  6. How long does the provision process take? The timeline can vary depending on the complexity of the setup, and our goal is to complete provisioning 1-2 days before the employee’s start date.
  7. Can I repurpose old equipment? No. The expectation is that once a computer is replaced it will be decommissioned.

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Workstation Monitoring & Alerting

Total IT Workplace delivers continuous monitoring and alerting for workstations to maintain performance and to identify security issues. Total IT Workplace Services provides real-time insights into workstation health, enabling proactive management of potential issues before they impact productivity.

How It Works

Our monitoring tools are constantly at work, scanning for performance anomalies.

  1. Real-time Monitoring: Utilizing advanced software, we track system health, application performance, and security status in real-time.
  2. Alert Generation: If issues are detected, alerts are instantly generated and classified based on severity, triggering predefined response protocols.
  3. Proactive Intervention: For critical alerts, our team initiates immediate intervention to address the issue before it affects the user’s productivity.

Frequently Asked Questions

  1. What types of issues can the monitoring system detect? It can detect a wide range of issues, including hardware malfunctions, disk space issues, and software crashes.
  2. Will we be notified of all alerts? Notification preferences can be customized. Typically, clients are notified of critical issues.

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Workstation Patch Management

Regular updates and security patches for workstations are essential to protect against vulnerabilities and ensure software is kept up to date. Total IT Workstation Patch Management automates this process, scheduling and deploying updates outside of peak hours to minimize disruption.

How It Works

Our patch management strategy is designed to minimize disruptions while keeping systems secure and up to date:

  1. Patch Identification and Testing: We continuously monitor new patches, which are then tested in a controlled environment to ensure compatibility and stability.
  2. Scheduled Deployment: Patches are scheduled for deployment during off-peak hours or times agreed upon with the client to minimize impact on daily operations.
  3. Confirmation and Reporting: After deployment, systems are verified to ensure the successful application of patches, with reports made available to the client.

Frequently Asked Questions

  1. Does Patching include updates and upgrades? Updates are minor releases that focus on bug fixes, security patches, performance and they are included in patching.  Upgrades are major releases, new versions of the software and introduce new features, functionality, and sometimes a new user interface. Upgrades are not included in Total IT Workplace monthly services but are available on a billable, project basis.
  2. What is included in Patching? Microsoft Windows updates are included in patching. Third party products are not included.
  3. How often are patches applied? Patch schedules vary based on the severity of the vulnerabilities addressed by the patch and is usually a monthly patch cycle. Critical patches, as defined by the vendor, will be scheduled as required.
  4. Can a client opt out of certain patches? Yes, if there are specific patches you wish to exclude, due to compatibility issues for example, we can accommodate those requests within our patch management policy.

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Workstation Hardware Break/Fix

When hardware issues arise, Total IT Workplace includes Workstation Hardware Break/Fix to provide timely troubleshooting and repairs. From diagnosing the problem to replacing defective components, we ensure that workstations remain operational, reducing downtime and maintaining user productivity.

How It Works

  1. Issue Reporting: Users initiate the process by reporting hardware issues through our dedicated support portal, email, or hotline. Including information about the warranty status of the affected hardware is encouraged.
  2. Initial Assessment: Upon receiving a report, our team conducts an initial remote assessment to diagnose the problem. This step includes verifying the warranty status of the hardware. For devices under warranty, we prepare to manage the warranty claim process on your behalf.
  3. On-site Visit or Warranty Management: If the issue requires physical intervention, an on-site visit is scheduled which may involve personnel from an authorized vendor service provider. For devices covered by a warranty, we initiate the claim process, leveraging the warranty for repairs or replacements whenever possible.
  4. Resolution: We will perform repairs or replace faulty components as necessary. For devices not under warranty, ITS and the authorized vendor service provider, if applicable, will make a reasonable effort to fix the issue and, when needed, provide recommendations for replacement based on the specific needs and budget considerations.
  5. Testing and User Confirmation: After addressing the issue, comprehensive testing is conducted to ensure the problem is fully resolved. We then seek confirmation from the end user to ensure their satisfaction with the resolution and the workstation’s performance.
  6. Support and Maintenance: Beyond immediate repairs, our service includes advising on maintaining hardware warranties and assisting with the warranty claim process. This proactive approach ensures quicker and potentially cost-free resolutions. For non-warrantied devices, we’re prepared to offer effective troubleshooting and strategic recommendations to keep your operations running smoothly.

Frequently Asked Questions

  1. What types of hardware issues are covered under this service?  This service covers a wide range of hardware issues, including but not limited to, hard drive failures, memory issues, motherboard malfunctions, and power supply problems.
  2. Is the cost of replacement parts included in the service?  No, the cost of replacement parts used for repairs is not included in the service. However, we are committed to assisting you in identifying and acquiring the appropriate parts for your needs. Our team will leverage their expertise to recommend and acquire high-quality, compatible components that ensure the reliability and performance of your workstations.
  3. How quickly can I expect a technician to arrive for an on-site repair?  Response times for on-site visits vary based on location and technician availability but typically occur within 24 to 48 hours of the initial report.
  4. What happens if a workstation can’t be fixed on-site?  If a workstation cannot be repaired on-site, we will arrange for it to be taken to our service center for more extensive diagnostics and repairs.
  5. How does maintaining a hardware warranty benefit me?  Maintaining a hardware warranty ensures quicker resolution times and access to original manufacturer parts and services.
  6. What if a device is not covered by a warranty?  For devices not covered by a warranty, ITS will still provide reasonable effort to troubleshoot and repair the issue. If repairing is not feasible, we will recommend suitable replacement options.
  7. Will ITS handle the warranty claim process?  Yes, for devices under warranty, ITS will manage the entire claim process on your behalf, ensuring a hassle-free resolution.
  8. Can ITS provide temporary workstations during repair?  We recommend clients maintain a set of spare workstations for situations like this. Clients with spare workstations available can submit a request for ITS to provide a spare for an end user.  ITS does not maintain an inventory of workstations unless the client chooses to purchase them in advance.

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Workstation Inventory

ITS deploys sophisticated tools to allow us to monitor, alert, and patch workstations for clients. We’re also able to provide inventory reports of these workstations including reports, such as devices nearing the end of vendor support so proactive plans can be put in place to acquire and provision replacements.

How It Works

  1. Workstation Inventory Reporting: ITS will review with the client a list of workstations whose models are nearing end of support via the vendor. If requested, ITS can provide the client with a proposal to upgrade the workstations to newer models. A plan can be developed to procure the new workstations and Provision them as described in Workstation Provisioning section.

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