Detailed Services Explanation

Service Tiers in Detail

Based on our Managed Services Agreements (MSAs), here are the comprehensive details for our Bronze, Silver, and Gold tiers, including SLAs, compliance, and terms.

Bronze Tier

Entry-level monitoring and support with discounted rates.

  • User Endpoints Monitoring: Continuous monitoring with RMM, AV, EDR, MDR, PAM ($17.50/endpoint).
  • Server Monitoring: ($17.50/server).
  • Network Device Monitoring ($10.50/device).
  • Support: 20% off standard hourly rates.

Silver Tier

Includes Bronze, plus:

  • K365 Users ($7.50/user).
  • Spam Filtering ($20.00/user).
  • Local Backups ($5.00/workstation).
  • Offsite Backups ($12.00/block).
  • Unlimited Remote Helpdesk ($47.50/user, 0.5 hours/user/month).
  • Free Onsite (0.2 hours/user/month, min 2 hours).
  • Email Management ($2.50/email).
  • Tenant Management ($30-$100/tenant based on size).
  • Server Management ($25-$200/server).
  • Network Device Management (various pricing).

Gold Tier

Includes Silver, plus:

  • 365 Compliance Tool ($100.00/user).
  • Third Party MFA ($3.00/user).
  • Password Manager ($6.00/user).
  • Zero Trust Users ($10.00/user).
  • Unlimited Advanced Support (unlimited onsite for advanced).
  • Dedicated Technician (for $15,000+ monthly fee post-intro discount).

Optional Add-ons

  • Domain with Wildcard SSL ($20.00/month).
  • Website Hosting ($40.00/month).
  • Offsite Backup 500GB ($52.00/block).
  • IT Licensing ($258.00/month).
  • Phone Server Licensing ($79.00/unit).
  • Phone Extension ($5.00/extension).
  • Unifi Protect Basic/Advanced ($15/30/month).
  • Unifi Access Small/Medium/Large ($25/50/75/month).

Service Level Agreements (SLAs)

Response times during business hours (Mon-Fri, 8 AM–5 PM MDT).

PriorityFirst ResponseResolution
CriticalWithin 4 hoursWithin 8 hours
HighWithin 8 hoursWithin 24 hours
Medium/LowWithin 16 hoursWithin 48 hours

Compliance and Security

We comply with HIPAA, PCI DSS, CJIS, GDPR. All technicians pass background checks. Drug-free workplace. Insurance: $1M general liability, E&O, cybersecurity via Cysurance.

Payment and Contract Terms

One-year term, auto-renew. Early termination: 50% of remaining. Onboarding fee: 50% of first month. Discounts up to 20%. Quarterly adjustments. SaaS billed direct.

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