IT Services
| DESCRIPTION | FREQUENCY | INCLUDED |
| CONSULTING | ||
| Onsite Technology Strategy Meeting | 6 to 12 months | YES |
| DESKTOP, LAPTOP, 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 File 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 + Updates | 24x7x365 | YES |
| Monitor Anti-Malware Running & Protection | 24x7x365 | YES |
| Monitor Anti-Malware Definitions Updates | 24x7x365 | YES |
| Monitor Hard Disk Health + Free Space | 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 |
| 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 | As Needed | YES |
| Configure Skype for Business App | As Needed | YES |
| Configure OneDrive for Business App | As Needed | YES |
| Configure Teams for Business App | 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 Backup Systems we implement, and/or manage licensing subscriptions
(2) Cloud File systems design may need to be created, at extra cost, before these items can be actioned
(3) Generally, applies to equipment we have supplied, or still under Manufactures Warranty. If not so designated, additional costs may be incurred