Detailed Services Explanation

Services for all Tiers:

• Single point of Advanced IT Documentation
• We will provide documentation services for your IT assets, both onsite and cloud, to keep all your IT documentation in one place and always available. No more rummaging through Excel files or random text files to find the information that you need. You can even add private assets and credentials that only you or your team can access for internal use only, like a backup HR account.
• Access to a Monday - Friday (8AM - 5PM Mountain Time) Helpdesk and Ticketing System with Quarterly Reviews on ticket volume and issue types
• Our helpdesk phone support is answered by OUR technicians, not a third party or non-technical staff. This ensures that you are talking to a knowledgeable individual everytime you give us a call.
• Our Professional Services Automation (PSA) platform records every interaction that your team has with our technicians, which helps give an overview of utilization of our services to give your team the chance to make more informed IT decisions at our quarterly reviews with your team.
• Quarterly IT Strategy, Hardware Lifecycle, and Compliance Reviews
• Get an overview of the lifecycle status of all your IT assets, including endpoint PCs, Servers, and networking equipment.
• Get a detailed report on your compliance stance, so your team can address drift from compliance needs or compliance and infrastructure gaps.
• Reseller or channel discounts on hardware purchases through our partners, like Lenovo and Ubiquiti Networks
• Get discounts from our regular resell margins, getting extremely close to what our cost for equipment is through our partner programs. This is a thank you for trusting our team with most or all of your team's IT needs.
• Hardware as a Service (HaaS) Options for user endpoints and even server or networking equipment
• Don't have the capital for a much needed tech refresh? Or maybe you like having automated system upgrades on a fixed interval. We offer hardware solutions that will fit your needs, without breaking the bank with a massive upfront cost. We will also automatically update those solutions, allowing your team to spread out IT costs over time instead of scrambling to meet budget needs every 3-5 years.
• Software as a Service (SaaS) through Microsoft 365, Google, or our other software partners to consolidate all your IT needs into a single monthly bill
• We can offer the same MSRP pricing for your software needs through Microsoft, Google, Adobe, and potentially other software vendors and provide licensing management, to help your team make sure it doesn't get billed for unused licenses when they are unassigned.

Bronze Tier:

• Per User Endpoint Services: Status and Security Monitoring*, Privilaged Access Management, Patch Management, Advanced Software Management
• Per Server Services: Status and Security Monitoring*, Privilaged Access Management, Patch Management, Advanced Software Management
• Per Network Device Services: Status and Security Monitoring*
• Per User Services: Phishing Protection, Security Awareness Training, Dark Web Monitoring, Cloud Detection and Response
• Third Party MFA verification for helpdesk requests, like password resets
• Spam Filtering for all emails and domain aliases, with inbound and outbound protection
• Local and Offsite Backup Management for Servers and Designated User Endpoints
• .25 Hours of Remote Helpdesk Support included with each User Endpoint, rounded up to the nearest half hour.
• Discounted Support Rates (20% off standard hourly)

Silver Tier

• Includes all Bronze services plus the following:
• Unlimited Remote Helpdesk Support
• Unlimited Advanced Support for Existing Servers and Networking (Moves, Adds, and Changes billed hourly)
• Best Effort After Hours Support (Remote)
• Microsoft 365 and/or Google Workspace Tenant Management
• .25 Hours of Onsite Support included with each User Endpoint, rounded up to the nearest half hour.
• Discounted Support Rates (40% off standard hourly)

Gold Tier

• Includes all Silver services plus the following:
• Unlimited Onsite Support
• Unlimited Advanced Support for all server and network systems, new and pre-existing (No Project Fees, ever!)
• Best Effort After Hours Support (Remote and Onsite)
• Microsoft 365 Configuration Backup and Compliance Tool (for HIPAA, CJIS, PCI DSS, and other compliance needs)
• Third Party MFA for Microsoft 365, Google Workspace, or other services, like VPN access, for all users
• Password Manager for all users
• Dedicated Onsite Technician (for clients that exceed $15K/month on Monthly Services, not including HaaS or SaaS services)

Additonal Services for all tiers:

• Zero Trust Access to onsite and cloud resources (per user)
• Domain hosting with Wildcard SSL Certificate and DNS record management
• Website Hosting
• Business Continuity and Disaster Recovery (BCDR) support for Servers and Designated User Endpoints
• Internal IT User access to our tools for any internal IT technicians (includes ticketing, RMM, documentation, and other accesses)
• Onsite and Cloud Phone Server and Extension Management through our PBX partner, 3CX
• Camera System Management
• Access Door Control Management

Service Level Agreements (SLAs)

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

Priority	First Response	Resolution
Critical	Within 4 hours	Within 8 hours
High	Within 8 hours	Within 24 hours
Medium/Low	Within 16 hours	Within 48 hours

Compliance and Security

We comply with HIPAA, PCI DSS, CJIS, GDPR. All technicians pass background checks. Drug-free workplace. Insurance: $2M general liability, E&O, cybersecurity via Cysurance.

Payment and Contract Terms

• One-year (12 Month) term, that auto-renews without notification of cancellation.
• Ability to change tiers mid-term, with 30 day notice of change to account for onboarding/offboarding of services.
• Onboarding fee: 50% of first month. This is to help pay for software licensing and tool acquisition, as well as time for documentation of your team's systems.
• Discounts up to 20% during the first 12 months of service, then up to 10% after the first 12 months of service. More details on our pricing page.
• Adjustments to endpoint, server, and user amounts will be conducted quarterly, unless trigerred by a +/-20% change within a 30 day period.
• SaaS licensing and HaaS counts are billed directly, so there may be monthly fluctuations depending on licensing needs and hardware counts over time.
• Monthly services billed on the 1st of the service month, and due by the end (last day) of the month. Ex: May services are billed on May 1st, and due by May 31st.
• Hardware orders are due Net 5 days after approval.
• Late payment fee: 2% of bill after 10-day grace period.
• Price Lock Guarantee: Max 5% annual increase + CPI (based on national or local sources, whichever is higher).
• Early termination: 50% of remaining term months.