User Entitlements	End User	VIP*	Partial	Email Only		Shared Shop Floor Workstation.1	Extra Workstation.
	User	User	User	User		Device/User	Device
ITS Managed Services Platform	✔	✔	✔	✔		✔	✔
24×7 Incident Management	✔	✔	✔	✔		✔	✔
Technology Alignment Services	✔	✔	✔	✔		✔	✔
Strategic Advisor Services	✔	✔	✔	✔		✔	✔
Infrastructure Management
Monitoring and Alerting	✔	✔	✔			✔
Patch Management	✔	✔	✔			✔
Server Backup (additional charge)2	Extra	Extra	Extra	Extra		Extra
Endpoint Management
Monitoring and Alerting	✔	✔	✔			✔	✔
Patch Management	✔	✔	✔			✔	✔
Subsidized Workstation Provisioning3	✔	✔	✔			✔	✔
Endpoint Backup (additional charge)2	Extra	Extra	Extra	Extra		✔	Extra
Cybersecurity
Managed Endpoint Detection & Response	✔	✔	Device			✔	✔
Managed Security Awareness Training	✔	✔	✔	✔		Users
Mgd Email Threat Monitoring & Protection	✔	✔	✔	✔		Users
Managed M365 Shield	✔	✔	✔	✔		Users
Dark Web Monitoring	✔	✔	✔	✔		Users
Managed Multi-Factor Authentication	✔	✔	✔	Limited to M365		Users
Managed Web & DNS Protection	✔	✔	Device			✔	✔
Service Desk 24/7 End User Support
Standard Software Support	✔	✔	✔	Limited to Email		✔
Standard Hardware Support	✔	✔	✔			✔
Specialized Software Support	✔	✔	✔			✔
Cloud Email & File Backup	✔	✔	✔	✔		Users
Employee Onboarding/Offboarding	✔	✔	✔	✔		Users
Hardware Break/Fix	✔	✔	✔			✔	✔
*VIP
Enhanced Response Times	*	✔	–	–		–	–
Average Speed to Answer Metric	*	✔	–	–		–	–

1. The Shared Shop Floor Workstation Device/User type is treated as an End User when a ticket is opened. 
2. Server backups are a required add-on service. Server backups/Endpoint backups are an additional charge above per user-type pricing
   where indicated.
3. See the Total IT service description for pricing details. This applies to all solutions in the Total IT family.

* There are Enhanced RTEs/ASA expectations for the Total IT Financial Services and Total IT Legal End Users compared to Total IT RTEs. These response times are not the same as the VIP response times which are more stringent and are designed to surpass the RTEs specified by each vertical’s baseline.

End User

An end user is an individual with an active, enabled user account in the client’s Active Directory environment that is assigned to a specific human employee or contractor and used to access ITS managed services, including security, endpoint, infrastructure, and service desk support.

From an Active Directory perspective, only enabled user accounts are counted as end users. Service accounts, shared mailboxes, generic accounts, and disabled accounts are excluded unless explicitly included in the client agreement.

Partial User

A Partial User is a licensed/covered person who uses email and a limited set of business applications but does not have an ITS-managed dedicated workstation, so their support and endpoint-related entitlements are reduced compared to a full End User.

VIP

A VIP user is a designated end user who receives priority service desk handling and enhanced response times due to business criticality, executive role, or operational impact. VIP users retain all standard end user entitlements and do not receive additional technology services beyond those included with an end user.

VIP designation is an additional charge above standard end‑user pricing and applies exclusively to service desk responsiveness, intake prioritization, and call handling metrics delivered within a Total IT Vertical support model.

VIP Response Time Expectations (RTEs) are as follows:

Type	Time	Description
Urgent Response – P1/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)

If not using email or the support portal, VIP users can choose to be supported through a dedicated support phone number for their vertical (separate from the standard service desk number) and serviced by an industry-aligned‑ service desk pod during business hours (8:00 a.m. – 8:00 p.m. EST), with after‑hours support provided by the extended service desk team.

VIP service levels apply to initial response and call handling metrics and do not alter issue resolution complexity, vendor dependencies, or third-party response times.

Email Only User

An email only user is an individual who is provisioned with a mailbox for sending and receiving email but does not have access to an individually assigned device, workstation login, or broader network resources.

Email only users receive limited ITS managed services focused on email availability and cybersecurity protections (such as email security, identity protection, and awareness training). Due to the absence of an assigned device and limited system access, service desk support and endpoint management services are not included.

ITS reserves the right to reassess user classification and adjust pricing if actual service consumption exceeds the assumptions of an email only user, including repeated service desk requests, device access, or expanded system usage.

The Device-Type User

Shared Shop Floor Workstation User (Total IT Manufacturing Only)

The Shared Shop Floor Workstation Device receives all the infrastructure and endpoint entitlements along with the security tools designed to protect the endpoint. Standard software and hardware along with line of business software installed on the device is supported when the shared user opens tickets.

A Shared Shop Floor Workstation User is a Total IT Manufacturing employee who accesses ITS ‑managed systems through the Shared Shop Floor Workstation Device, rather than through an individually assigned device. These users typically log in for task specific activities such as production reporting, time entry, quality checks, or access to line‑of‑business applications. The Shared Shop Floor Workstation User receives a stack of Cybersecurity services that supports the individual user with the assumption of an average of three Shop Floor Workstation Users per Shop Floor Workstation device.

If during the onboarding discovery process or at any time during the service term the ratio of Shared Shop Floor Workstation Users exceeds a 3:1 ratio against Shared Shop Floor Devices, a true-up will be required. The additional Users accessing the Shared Shop Floor Workstation Devices beyond the ratio will be treated as billable Email Only Users, at minimum.

Extra Workstation

An Extra Workstation is an additional ITS-managed endpoint that is not assigned to an individual end user and is instead deployed as a shared or role-based device (for example: a receptionist station, conference room PC, training room device, lab/test machine, or other common-area workstation) that multiple people may use.

Extra Workstations are counted and billed per device (not per person) and receive the applicable endpoint management, monitoring, patching, security controls, and hardware break/fix included in the service. Because an Extra Workstation is not necessarily associated with a dedicated person the extra workstation does not receive full, end user entitlements or personalized service levels such as VIP response times.

Return to Top