APPENDIX C
AGREEMENT INCLUSION LIST
| DESCRIPTION | FREQUENCY | INCLUDED |
| CONSULTING | ||
| Onsite Quarterly Business Review (QBR) | Quarterly | YES |
| DESKTOP, LAPTOPS AND SERVERS | ||
| Setup New Profiles on Desktops and Laptops | As Needed | YES |
| Add / Edit / Delete User Accounts | As Needed | YES |
| Forgotten Password Resets | As Needed | YES |
| Archive Old User Accounts (Backup Email & Files) | As Needed | YES |
| Setup & Maintain Security Groups | As Needed | YES |
| Setup & Maintain Network Drives | As Needed | YES |
| Restore Files from Backups (1) | As Needed | YES |
| Troubleshoot Operating System Not Working | As Needed | YES |
| Troubleshoot Microsoft Office Not Working | As Needed | YES |
| Troubleshoot Anti-Virus Not Working | As Needed | YES |
| Reboot Servers | As Needed | YES |
| Troubleshoot Hardware Issues (3) | As Needed | YES |
| Hard Drive Clean-up (Remove Temp & Unnecessary Files) | As Needed | YES |
| Warranty Claim Processing (3) | As Needed | YES |
| Microsoft Patch Management (Service Packs & Updates) | Daily | YES |
| Update Approved 3rd Party Applications (Adobe Flash, Adobe Reader, PDF Creator, Java, 7-Zip) | Daily | YES |
| Monitor all Critical Server and Computer Services and Fix | 24x7x365 | YES |
| Monitor Anti-Virus Running & Protection Enabled | 24x7x365 | YES |
| Monitor Anti-Virus Definitions +Updating Correctly | 24x7x365 | YES |
| Monitor Anti-Malware Running & Protection Enabled | 24x7x365 | YES |
| Monitor Anti-Malware Definitions Updating Correctly | 24x7x365 | YES |
| Monitor Hard Disk Health + Space & Defrag if Necessary | 24x7x365 | YES |
| Monitor High CPU Usage | 24x7x365 | YES |
| Monitor Security and Event Logs | 24x7x365 | YES |
| Roll out our Best Practise Security Policies | On-Going | YES |
| BACKUPS AND DISASTER RECOVERY | ||
| Monitor Server and Computer Backups (1) | 24x7x365 | YES |
| Troubleshoot Server and Computer Backup Failures (1) | As Needed | YES |
| Monitor Office365 Backups (1) | 24x7x365 | YES |
| Troubleshoot Office365 Backup Failures (1) | As Needed | YES |
| Manual Test Restore & Report of All Approved Backups (1) | Monthly | YES |
| PRINTERS | ||
| Clear & Reset Printer Queues | As Needed | YES |
| Troubleshoot Printer Issues | As Needed | YES |
| Add / Edit / Delete Printer Mapping Group Policies | As Needed | YES |
| Add / Edit / Delete Printer Drivers for Existing Printers | As Needed | YES |
| Troubleshoot Printer Hardware Issues (3) | As Needed | YES |
| Warranty Claim Processing (3) | ||
| NETWORK | ||
| Troubleshoot Internet Service Provider Issues & Outages | As Needed | YES |
| Troubleshoot Network Switch Issues | As Needed | YES |
| Troubleshoot Wi-Fi Access Point Issues | As Needed | YES |
| Update Wi-Fi SSID / Keys | As Needed | YES |
| Troubleshoot Router Issues | As Needed | YES |
| Troubleshoot Firewall Issues | As Needed | YES |
| Firewall Security Audit and Adjustment | Monthly | YES |
| Monitor Network Switches Operations & Availability | 24x7x365 | YES |
| Monitor Wi-Fi Access Points Operations & Availability | 24x7x365 | YES |
| Monitor Router Operations & Availability | 24x7x365 | YES |
| Monitor Firewall Operations & Availability | 24x7x365 | YES |
| Warranty Claim Processing (3) | ||
| DOMAIN NAMES | ||
| Add / Edit / Delete MX Records | As Needed | YES |
| Add / Edit / Delete TXT Records | As Needed | YES |
| Add / Edit / Delete PTR Records | As Needed | YES |
| Add / Edit / Delete CNAME Records | As Needed | YES |
| Add / Edit / Delete A Records | As Needed | YES |
| MOBILE PHONES & TABLETS | ||
| Configure Outlook or Mail App (2) | As Needed | YES |
| Configure Skype for Business App (2) | As Needed | YES |
| Configure OneDrive for Business App (2) | As Needed | YES |
| Configure Teams for Business App (2) | As Needed | YES |
| OFFICE 365 | ||
| Add / Edit / Delete User Accounts | As Needed | YES |
| Add / Edit / Delete User and Security Groups | As Needed | YES |
| Add / Edit / Delete Shared Mailboxes | As Needed | YES |
| Add / Edit / Delete Distribution Groups | As Needed | YES |
| Forgotten Password Resets | As Needed | YES |
| Archive Old User Accounts (Backup Email & OneDrive) | As Needed | YES |
| Restore Files from Backups (1) | As Needed | YES |
| Install & Connect OneDrive Desktop Client (2) | As Needed | YES |
| Install & Connect Skype for Business Desktop Client (2) | As Needed | YES |
| Install & Connect Teams Desktop Client (2) | As Needed | YES |
(1) Only applies to when using the Backup Platforms in our Recommended Technology Platform.
(2) This assumes that you already have the back-end systems and company-wide configurations all setup and configured for this product. If you don’t, then We will discuss with You the scope of any potential Project and send You a separate Proposal for your review.
(3) As you can appreciate, it’s hard to build a profitable and sustainable business offering “Unlimited Support” at a reasonable price for items that we didn’t recommend, sell and install.
As such, if the Hardware we are troubleshooting was not purchased from us and/or the device is not currently covered by the Manufacturer’s warranty, a care pack or a maintenance agreement, then it is in Our sole discretion as to whether We will cover this work under the Scope of this Agreement or set it as Billable Out of Scope work.
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