User Entitlements	End User	VIP*	Partial	Email Only		Shared Workstn.1	Extra Workstn.
	User	User	User	User		Device	Device
ITS Managed Services Platform	✔	✔	✔	✔		✔	✔
24×7 Incident Management	✔	✔	✔	✔		✔	✔
Technology Alignment Services	✔	✔	✔	✔		✔	✔
Strategic Advisor Services	✔	✔	✔	✔		✔	✔
Infrastructure Management
Monitoring and Alerting	✔	✔	SHARED			✔
Patch Management	✔	✔	SHARED			✔
Server Backup (additional charge)2	Extra	Extra	Extra	Extra		Extra
Endpoint Management
Monitoring and Alerting	✔	✔	SHARED			✔	✔
Patch Management	✔	✔	SHARED			✔	✔
Subsidized Workstation Provisioning3	✔	✔	SHARED			✔	✔
Endpoint Backup (additional charge)2	Extra	Extra	Extra	Extra		✔	Extra
Cybersecurity
Managed Endpoint Detection & Response	✔	✔	SHARED			✔	✔
Managed Security Awareness Training	✔	✔	✔	✔		SHARED
Mgd Email Threat Monitoring & Protection	✔	✔	✔	✔		SHARED
Managed M365 Shield	✔	✔	✔	✔		SHARED
Dark Web Monitoring	✔	✔	✔	✔		SHARED
Managed Multi-Factor Authentication	✔	✔	✔	✔		SHARED
Managed Web & DNS Protection	✔	✔	SHARED			✔	✔
Service Desk 24/7 End User Support
Standard Software Support	✔	✔	SHARED	✔		✔
Standard Hardware Support	✔	✔	SHARED			✔
Specialized Software Support	✔	✔	SHARED			✔
Cloud Email & File Backup	✔	✔	✔	✔		3:1
Employee Onboarding/Offboarding	✔	✔	✔	✔
Hardware Break/Fix	✔	✔	SHARED			✔	✔
*VIP
Enhanced Response Times	*	✔	–	–		–	–
Average Speed to Answer Metric	*	✔	–	–		–	–

1. The Shared Device-type User 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 offer service descriptions for pricing details.

* 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 service level objectives 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 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)

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 Workstation User (Total IT Manufacturing/Healthcare Only)

A Shared Workstation User is a Total IT Manufacturing or Total IT Healthcare employee who accesses ITS ‑managed systems through a shared, fixed workstation located in their work environment, 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 in case of the manufacturing industry. Patient registration/check‑in, clinical documentation, medication administration documentation (eMAR‑), scheduling, or access to electronic health record (EHR) and other clinical applications are examples of the healthcare industry usage.

From a licensing and service perspective, Shared Workstation users are counted by workstation, not by individual person, based on an assumed ratio of multiple users per shared workstation (e.g., 3 users to 1 workstation). If there is a material difference in the end users to workstation ratio, service will need to be evaluated. Service desk support, endpoint management, and security services are scoped to the workstation itself and the limited user activity performed on it, rather than full end user computing needs.

Shared Workstation Users receive essential monitoring, security, and support services appropriate for a shared manufacturing environment, but do not receive personalized service levels such as VIP response times.

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.

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