The following Service Description covers the Total IT Legal solution additions. 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.

Overview

Total IT Legal is a comprehensive managed service offering from ITS, designed specifically to meet the unique needs of law firms. This integrated solution combines infrastructure management, service desk support, advanced cybersecurity, and workplace services into a unified package. ITS enhances this offering with prioritized response times, a designated legal service desk team, and specialized support from Strategic Advisors (SAs) with legal industry experience. Additionally, select employees can benefit from VIP white-glove service, ensuring the highest level of personalized IT support for legal professionals.

Total IT Legal is comprised of Total IT’s 4 main service areas. The table below summarized the categories of services in Total IT Legal with a link to the full service description for each service area.

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. Service desk team with experience in providing help desk response to law firms. Experience supporting most of the common legal software.
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 Legal clients are assigned a Strategic Advisor, with law firm experience. They have a better understanding of industry software, workflows, compliance requirements, and will work with clients on an ongoing basis. SAs offer a regular point of contact for the client. SAs 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 area.

Total IT Legal Enhanced Service Level Objectives

Type	Measurement	Description
Critical Response – P1 Whole company affected, unable to perform significant portion of job	30 min	A technician will respond to the request and begin working the issue
High Response – P2 Department, multiple users affected, unable perform significant portion of job	1 hour	A technician will respond to the request and begin working the issue
Medium Response – P3 Multiple users affected and workaround exists or one user affected with no workaround, but the issue does not severely affect work duties	6 hours	A technician will respond to the request and begin working the issue
Normal Response – P4 One user affected and workaround exists	8 hours	A technician will respond to the request and begin working the issue
Average Speed to Answer (ASA)	60 seconds	Phone calls will be answered on average within 60 seconds. (measured monthly)

Total IT Legal – VIP Service (optional premium service)

The VIP Service within Total IT Legal is designed to provide premium, white-glove IT support for key personnel, such as senior partners, managing attorneys, and executive staff within legal firms. This offering ensures expedited response times, and priority handling of all IT-related requests for VIP key personnel. This elite level of support minimizes disruptions, enhances productivity, and ensures that high-value professionals can focus on their legal practice without technology barriers. VIP Service is an additional monthly cost per identified key personnel users. Service Level Objectives are as follows:

Type	Measurement	Description
Urgent Response – P2	30 min	A technician will respond to the request and begin working the issue
High Response – P3	1 hour	A technician will respond to the request and begin working the issue
Normal Response – P4	1 hour	A technician will respond to the request and begin working the issue
Average Speed to Answer (ASA)	45 seconds	Phone calls will be answered on average within 45 seconds. (measured monthly)