Total IT Co-managed and Co-managed+ Service Description
What’s Included
Service
Total IT Co-Managed
Total IT Co-Managed+
Total IT Co-Managed/+ Verticals
Cybersecurity
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Streamline IT (2 users)
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ITS Managed Services Platform
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Includes a vertical-experienced SA
Infrastructure Management
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Endpoint Management
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Service Desk 24/7 End-User Support
POC escalations only
POC escalation
End-user PTO remote support; and
End-user high priority, afterhours support
Same as non-vertical offers and includes
a vertical-experienced help desk
The Total IT Co-managed solutionsaredesigned for SMBsthat already have an internal IT presence—whether that’s a single senior IT professional or a small team of skilled technicians. Unlike our Total IT solution, which fully manages IT for businesses without internal resources, the Co-managed approach creates a strategic partnership between your internal IT team and ITS.
Cybersecurity
Includes enterprise-grade managed security services:
Endpoint Detection & Response (EDR),
Email Threat Protection,
Security Awareness Training,
M365 Shield,
Dark Web Monitoring,
Multi-Factor Authentication*, and
Web & DNS Protection
*This does not include the deployment of MFA services, which is a billable engagement.
Infrastructure Management
We take ownership of complex infrastructure tasks such as:
server monitoring,
patching,
firewall management, and
management of backup/DR solutions*.
This ensures your environment remains secure, compliant, and optimized.
* ITS Server Backup or Server Backup with DR Services is a required service and is an additional monthly charge beyond the Total IT Co-managed/Co-managed+ user-based pricing. The additional charges will be based on the client’s environment and the solution contracted with ITS. Server Backup Service details can be found here.
Endpoint Management
Our team handles:
workstation patch management,
workstation monitoring/alerting, and
workstation provisioning (subsidized rates*).
* Current provisioning rates are $150 per workstation for standard configurations handled remotely, $550 for on-site. Non-standard configurations are $400 for remote and $700 for on-site.
As part of ITS’ core managed services platform, you will have a designated Strategic Advisor and Technology Alignment Engineer who will proactively work with your team to maintain a technology roadmap aligned with your budget and best practices.
24×7 Escalation Support for Your IT Team
The client’s internal IT Point of Contact (POC), can escalate to our Service Desk for assistance, ensuring rapid resolution without overwhelming your internal resources.
Streamline IT Users
Designed to give the POC the tools and visibility needed to manage day-to-day IT operations effectively. Co-managed includes support for two (2) POCs. Additional Streamline IT users can be added to the agreement for an additional monthly fee.
Within the Total IT Co-managed solution:
Streamline IT for POC (2 users) which provides access to:
Ticketing & Support Portal – Ability to log, track, and manage support tickets
Knowledge Management System – Ability to document the client environment
Reporting – System standard performance reports
Remote Control & Network Visibility – Virtual network maps and device status
24/7 POC escalation support (Support is limited to POC. No direct end-user support included at this level).
NOTE: If your agreement is for a Total IT Vertical solution, the POC will receive Specialized Software Support with a vertical-experienced support desk when escalating.
Within the Total IT Co-managed+ solution:
Same as Total IT Co-managed but also includes:
After-hours, high priority end-user support. Excludes any regular hour’s end-user support unless being covered due to PTO/Sick day coverage.
PTO/Sick day end-user remote support coverage (not to exceed four (4) weeks per year of remote service desk).
NOTE: If your agreement is for a Total IT Vertical solution, the POC will receive Specialized Software Support with a vertical-experienced support desk when escalating and end-users will receive same during afterhours and PTO/Sick day coverage.
The following table details our RTE’s for Total IT Co-managed/Co-managed+ clients. These times represent the time from which ITS will have an appropriate resource working on your escalated ticket.
Respond defines the maximum time from within which ITS will have the appropriate resource working on the escalated ticket.
Exclusions:
Support is limited to the POC – no direct end-user support is included in Total IT Co-managed. End-user support is limited within Total IT Co-managed+.
Service request management is excluded from these RTEs on Critical (P1) and High (P2) response types. SRM is defined within the Support section further in this document.
Incident management for LOB applications not listed in the agreement.
Type
Respond
Critical Response – P1
Whole company is affected, and major business processes are stopped
1 hour
High Response – P2
Major business processes are stopped for a department or single user
2 hours
Medium Response – P3
Business is degraded, but there is a reasonable workaround
14 hours
Normal Response – P4
Issue that is more of an irritation than a stoppage
ITS has defined the following User levels. Each user level has its own fee structure.
Streamline IT User or a “POC”
Defined as the designated internal IT resource(s) within the client organization who acts as the primary liaison between the client and ITS. The POC:
Serves as the single point of escalation for IT issues and requests within the client organization.
Initiates and approves escalation of support tickets on behalf of end-users when direct user support is excluded.
Collaborates with ITS to provide technical context and environment details in troubleshooting and implementing solutions.
Ensures alignment with internal IT policies and communicates changes in the environment that may impact service delivery.
Collaborates with the ITS on strategic planning, technology alignment, and project coordination.
End-user
An “end-user” is defined as an individual with an active, enabled user account in the client’s Active Directory environment, assigned to a human employee or contractor who accesses network resources and ITS managed services including security, infrastructure, endpoint administration and service desk. From an Active Directory perspective, only enabled AD user accounts are counted. Service accounts, shared mailboxes, and disabled accounts are excluded unless explicitly included in the client agreement. PLEASE NOTE: The Total IT Co-managed solution does not include direct end-user support. The Total IT Co-managed+ solution does include some end-user support but only after hours or during POC vacation/sick day coverage.
VIP User
VIP users are full users that can expect enhanced response times during regular hours or if their issue occurs after hours. We also measure the time to answer the phone for our VIP users calling in their support requests. In our Total IT Co-managed solution a VIP user can expect the same measured RTEs on tickets escalated by the POC, or direct response in Total IT Co-Managed+ during after hours and PTO/Sick day coverage.
Partial User
A “partial user” differs from an end-user in that the partial user does not have a dedicated user device, however, does have access to email and a limited application set. The Total IT Co-managed solution does not include direct end-user support.
Email Only User
An “email only user” differs from an end-user as they only have email access, with no device access or log-in capabilities. Email only users still have a need for critical cybersecurity services to protect the client’s business. Due to the fact these users have no device, their service desk and network resources are limited. ITS reserves the right to adjust pricing if the actual service demands are beyond these assumptions.
The implementation process for our Total IT Co-managed solutions is a collaborative, client-focused approach designed to integrate ITS services seamlessly with your existing IT team:
Kick off meeting
Assessment of current IT environment
POC will ensure internal IT processes are documented in the knowledge management system for escalation and end-user support when necessary.
Strategic onboarding plan is developed by the onboarding project managers (including timelines, milestones and deliverables)
Systems integration (managed tools, applications and infrastructure are configured)
Phased deployment to minimize operational disruption (starting with critical systems)
Go live!
NOTE:
Handling of Pre-existing Issues. ITS assumes it is undertaking co-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.
Support means helping the POC with all escalated issues and needs covered in their agreement. It involves making sure everything in the environment is kept current, secure, operating effectively, and as incidents occur, they are remediated. This includes implementing updates to keep IT services running smoothly.
For Total IT Co-managed solutions, there is an expectation that the POC will resolve the majority of Level 1 and Level 2 end-user support issues (approximately 75% or more of end-user support tickets) without escalation to ITS.
Support Process for Incident and Request Management
If a ticket is to be escalated, the POC will be responsible for:
Incident/Request Categorization: Categorize incoming incidents and service requests based on severity and impact.
Prioritization: Prioritize issues based on their criticality, ensuring that urgent matters are addressed immediately.
Communication: POC should provide as much detail as possible, including:
the nature of the problem
what they have already tried
any error messages received, and
the conditions under which the issue occurs.
ITS Support will be responsible for:
Troubleshooting and Resolution: Our experienced technicians utilize their expertise and knowledge base to diagnose and resolve escalated issues.
Further Escalation: If necessary, we escalate issues to higher-level engineers or the software/hardware Partner for support for specialized assistance.
Communication: We maintain clear and consistent communication throughout the support process, keeping the POC and/or End-User (Total IT Co-managed+ Agreements) informed of progress and resolution.
Any services or activities other than those specifically noted in this service description 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.
Service Scope
Intellectual Property Development: The creation of intellectual property specifically for the client is not included.
Remediation Work: While a Remediation Plan can be designed, any actual remediation work is subject to a separate professional services agreement.
Projects: Implementation of new servers, firewalls, network switches, and similar projects are considered billable and outside the standard support plan.
Financial and Contractual
Consumables and Upgrades: Costs associated with consumables, replacement parts, hardware/software upgrades, and related services are not covered.
Manufacturer Warranties: Services that fall under manufacturer warranty parts and labor are excluded.
Software and Equipment Costs: Costs for line-of-business application software, maintenance contracts, new equipment, parts, or software installations are not included.
Warranties: No additional warranties are conferred beyond those explicitly stated within the terms of the Client’s master services agreement or contract.
Support and Equipment
Administrative and Non-Support Activities: Tasks such as technical projects, workstation deployments, hardware/software upgrades, and mass software installations are not covered.
Unlisted Applications and Devices: Support for issues arising in applications or devices not included in the agreed-upon software list are excluded.
Third-Party and Line-of-Business Applications: Assistance is limited to ensuring accessibility and interfacing with application provider support resources.
Custom Application Support: Unless mutually agreed upon, support for certain custom applications is excluded.
Obsolete or Overextended Devices: Devices beyond vendor support availability, deemed too old, or used beyond their design capabilities may be excluded from the service.
Cellphone, Smartphones: Support is limited to Multi-factor Authentication (MFA) and Microsoft O365 support on vendor supported Android and Apple devices.
End User Owned Equipment: Support excludes user-owned devices, except for “bring your own device” workstations and tablets used for business purposes.
Voice over IP (VoIP) Phones: Support is limited to network connectivity issues; direct VoIP hardware issues are not covered.
Printer Hardware: Covered support is limited to network connectivity and application printing issues; hardware problems are excluded.
Operational and Location Limitations
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.
Business Continuity & Disaster Recovery: Services pertaining to offsite disaster recovery and business continuity are not included in this Service offering.
This section outlines the responsibilities and requirements expected of the POC to ensure a successful partnership and delivery of ITS offers.
Knowledge Base: the POC must document their internal processes within the Knowledge Base platform in order for ITS to support their end-users during afterhours and/or PTO and sick day coverage in the Total IT Co-managed+ agreements,
Access and Cooperation: The POC must provide ITS with timely access to necessary systems, resources, and personnel to perform the service effectively.
Compliance: The Client is responsible for ensuring that their use of the ITS service complies with all relevant laws and regulations.
Environment Standards: The Client must maintain their IT environment to the minimum standards required by ITS for the provision of the service.
Reporting Issues: The POC should promptly report any issues or concerns to ITS to allow for swift resolution.
Updates and Communication: The POC 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.
Training and Policies: The POC 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.
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 POC.
ITS Property: ITS may place equipment, software, or other items at the client’s premises to deliver services. These remain ITS property. The client must handle them with care and return them promptly upon request or contract termination. Failure to return within seven (7) business days may result in charges for replacement.
Microsoft New Commerce Experience (NCE) Partnership: If ITS manages your Microsoft licenses, the client appoints ITS as its Microsoft NCE Partner of Record and grants administrative rights to manage subscriptions and settings. ITS may receive standard Microsoft partner incentives, which do not affect client fees. The client agrees to provide necessary access and information and to notify ITS of changes impacting service delivery.
ITS’ advanced cybersecurity services require the client to be in possession of appropriate Microsoft 365 (M365) licensing (either M365 E5 or Business Premium).
