The following services description covers incremental details specific to the Total IT Manufacturing offering. 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 Manufacturing is a comprehensive managed service offering from ITS, purpose-built to support the unique operational demands of manufacturing environments. This integrated solution brings together infrastructure management, service desk support, advanced cybersecurity, and workplace services into a single, cohesive package.
ITS enhances this offering with a dedicated service desk team alongside specialized support from Strategic Advisors (SAs) with manufacturing industry expertise. In addition to being able to add VIP white-glove service for select employees, Total IT Manufacturing also provides flexible coverage options for warehouse, shop floor, and field staff, including partial user and email-only user support for individuals not assigned to a dedicated workstation—ensuring seamless IT service across the entire manufacturing workforce.
Total IT Manufacturing is comprised of Total IT’s 4 main service areas. The table below summarizes the categories of services in Total IT Manufacturing with a link to the full service description for each service area.
| Service | Summary |
|---|---|
| Advanced Cybersecurity |
|
| Infrastructure Support |
|
| Service Desk |
|
| Workplace |
|
| Role specific service: | |
| Strategic Advisory (SA) Services | Total IT Manufacturing clients are assigned a Strategic Advisor, with industry experience. They have a better understanding of the industry’s preferred software, 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 Manufacturing 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.
A “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, workplace, infrastructure, 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. Add user device info including # of devices supported per user.
A “partial user” differs from a “user” in that the partial user does not have a dedicated user device, however does have access to email and a limited application set.
An “email only user” differs from a “user” in that the email only user only has email access, with no device access or log-in capabilities.
Partial and email users still have a need for critical cybersecurity services to protect the client’s business. Due to the fact these users have either a shared or 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.
VIP users are full users that can expect enhanced response times. VIP users are an additional charge above the per user charge of Total IT Manufacturing.
VIP 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) |
| Service | Total IT MFG User |
VIP User |
Partial User |
Email-only User |
| Infrastructure Monitoring & Alerting | • | • | ||
| Infrastructure Patch Management | • | • | ||
| Firewall Management | • | • | ||
| Cloud Email and File Backup | • | • | • | • |
| Server Backup | • | • | ||
| Employee Onboarding/Offboarding | • | • | • | • |
| Workstation Monitoring & Alerting | • | • | Shared Device |
|
| Workstation Patch Management | • | • | ||
| Workstation Hardware Break/Fix | • | • | ||
| Workstation Inventory | • | • | ||
| Subsidized PC Provisioning | • | • | ||
| Endpoint Detection & Response | • | • | • | |
| Security Awareness Training | • | • | • | • |
| Email Threat Monitoring & Protection | • | • | • | • |
| M365 Shield Alerts | • | • | • | • |
| Dark Web Monitoring | • | • | • | • |
| MFA Monitoring & Logging for Users | • | • | • | • |
| Web & DNS Protection | • | • | • | |
| Standard Software Support | • | • | • | • |
| Standard Hardware Support | • | • | • | |
| 24/7 User Support | • | • | • | • |
| Specialized Software Support | • | • | ||
| Strategic Advisor (SA) | • | • | ||
| Technical Alignment Expert (TAE) | • | • | ||
| Enhanced Response Times | • |