Rate Schedule

Monitoring

and Patching

Gold

Platinum

Description

Frequency

Included

Included

Included

Consulting

Onsite Business Review

As Indicated

Annual

Bi-Annual

Quarterly

Scheduled Site Visits

As Indicated

T/M

YES

YES

Unlimited Remote Support

As Indicated

T/M

YES

YES

Unscheduled Onsite Visits

As Indicated

T/M

T/M

YES

Reporting

As Indicated

Portal Access Only

Monthly

Monthly

Desktop, Laptops and Servers

Setup New Profiles on Desktops and Laptops

As Needed

T/M

YES

YES

Add / Edit / Delete User Accounts

As Needed

T/M

YES

YES

Forgotten Password Resets

As Needed

T/M

YES

YES

Archive Old User Accounts (Backup Email & Files)

As Needed

T/M

YES

YES

Setup & Maintain Security Groups

As Needed

T/M

YES

YES

Setup & Maintain Network Drives

As Needed

T/M

YES

YES

Restore Files from Backups ⁽¹⁾

As Needed

T/M

YES

YES

Troubleshoot Operating System Not Working

As Needed

T/M

YES

YES

Troubleshoot Microsoft Office Not Working

As Needed

T/M

YES

YES

Troubleshoot Anti-Virus Not Working

As Needed

T/M

YES

YES

Reboot Servers

As Needed

T/M

YES

YES

Troubleshoot Hardware Issues ⁽³⁾

As Needed

T/M

YES

YES

Hard Drive Clean-up (Remove Temp & Unnecessary Files)

As Needed

T/M

YES

YES

Warranty Claim Processing ⁽³⁾

As Needed

T/M

YES

YES

Microsoft Patch Management (Service Packs & Updates)

Daily

YES

YES

YES

Update Approved 3^rd Party Applications (Adobe Flash, Adobe Reader, PDF Creator, Java, 7-Zip)

Daily

T/M

YES

YES

Monitor all Critical Server and Computer Services

24x7x365

YES

YES

YES

Monitor Anti-Virus Running & Protection Enabled

24x7x365

YES⁽⁶⁾

YES

YES

Monitor Anti-Virus Definitions +Updating Correctly

24x7x365

YES⁽⁶⁾

YES

YES

Monitor Anti-Malware Running & Protection Enabled

24x7x365

YES⁽⁶⁾

YES

YES

Monitor Anti-Malware Definitions Updating Correctly

24x7x365

YES⁽⁶⁾

YES

YES

Monitor Hard Disk Health + Space & Defrag if Necessary

24x7x365

YES

YES

YES

Monitor High CPU Usage

24x7x365

YES

YES

YES

Monitor Security and Event Logs

24x7x365

YES

YES

YES

Roll out our Best Practise Security Policies

On-Going

YES

YES

YES

Backups and Disaster Recovery

Monitor Server and Computer Backups ⁽¹⁾

24x7x365

YES

YES

YES

Troubleshoot Server and Computer Backup Failures ⁽¹⁾

As Needed

T/M

YES

YES

Monitor Office365 Backups ⁽¹⁾

24x7x365

YES

YES

YES

Troubleshoot Office365 Backup Failures ⁽¹⁾

As Needed

T/M

YES

YES

Manual Test Restore & Report of All Approved Backups ⁽¹⁾

Monthly

T/M

YES

YES

Printers

Clear & Reset Printer Queues

As Needed

T/M ⁽⁴⁾

T/M ⁽⁴⁾

YES

Troubleshoot Printer Issues

As Needed

T/M ⁽⁴⁾

T/M ⁽⁴⁾

YES

Add / Edit / Delete Printer Mapping Group Policies

As Needed

T/M ⁽⁴⁾

T/M ⁽⁴⁾

YES

Add / Edit / Delete Printer Drivers for Existing Printers

As Needed

T/M ⁽⁴⁾

T/M ⁽⁴⁾

YES

Troubleshoot Printer Hardware Issues ⁽³⁾

As Needed

T/M ⁽⁴⁾

T/M ⁽⁴⁾

YES

Warranty Claim Processing ⁽³⁾

As Needed

T/M ⁽⁴⁾

T/M ⁽⁴⁾

YES

Network

Troubleshoot Internet Service Provider Issues & Outages

As Needed

T/M⁽⁵⁾

YES

YES

Troubleshoot Network Switch Issues

As Needed

T/M⁽⁵⁾

YES

YES

Troubleshoot Wi-Fi Access Point Issues

As Needed

T/M⁽⁵⁾

YES

YES

Update Wi-Fi SSID / Keys

As Needed

T/M⁽⁵⁾

YES

YES

Troubleshoot Router Issues

As Needed

T/M⁽⁵⁾

YES

YES

Troubleshoot Firewall Issues

As Needed

T/M⁽⁵⁾

YES

YES

Firewall Security Audit and Adjustment

Monthly

T/M⁽⁵⁾

YES

YES

Monitor Network Switches Operations & Availability

24x7x365

YES

YES

YES

Monitor Wi-Fi Access Points Operations & Availability

24x7x365

YES

YES

YES

Monitor Router Operations & Availability

24x7x365

YES

YES

YES

Monitor Firewall Operations & Availability

24x7x365

YES

YES

YES

Warranty Claim Processing ⁽³⁾

As Needed

T/M⁽⁵⁾

YES

YES

Domain Names

Add / Edit / Delete MX Records

As Needed

T/M

YES

YES

Add / Edit / Delete TXT Records

As Needed

T/M

YES

YES

Add / Edit / Delete PTR Records

As Needed

T/M

YES

YES

Add / Edit / Delete CNAME Records

As Needed

T/M

YES

YES

Add / Edit / Delete A Records

As Needed

T/M

YES

YES

Add / Edit / Delete DNS zone records

As Needed

T/M

YES

YES

Mobile Phones & Tablets

Configure Outlook or Mail App ⁽²⁾

As Needed

T/M

YES

YES

Configure OneDrive for Business App ⁽²⁾

As Needed

T/M

YES

YES

Configure Teams for Business App ⁽²⁾

As Needed

T/M

YES

YES

Office 365

Add / Edit / Delete User Accounts

As Needed

T/M

YES

YES

Add / Edit / Delete User and Security Groups

As Needed

T/M

YES

YES

Add / Edit / Delete Shared Mailboxes

As Needed

T/M

YES

YES

Add / Edit / Delete Distribution Groups

As Needed

T/M

YES

YES

Forgotten Password Resets

As Needed

T/M

YES

YES

Archive Old User Accounts (Backup Email & OneDrive)

As Needed

T/M

YES

YES

Restore Files from Backups ⁽¹⁾

As Needed

T/M

YES

YES

Install & Connect OneDrive Desktop Client ⁽²⁾

As Needed

T/M

YES

YES

Install & Connect Teams Desktop Client ⁽²⁾

As Needed

T/M

YES

YES

Other

Managed Antivirus

As Needed

YES⁽⁶⁾

YES

YES

Advanced Threat Protection

As Needed

YES⁽⁶⁾

YES

YES

Centralised Email Signature

As Needed

YES

YES

YES

Office 365 Backup

As Needed

YES

YES

YES

Password Management System

As Needed

NO

NO

YES

Dark Web Monitoring

N/A

NO

YES

YES

Breach Remediation

N/A

NO

NO

YES

BCDR

Additional

NO

NO

NO

Simulated Phishing Attack (per event)

$1,495

T/M

Annual

Quarterly

Vulnerability Scan (per event)

$1,995

T/M

Annual

Quarterly

Asset and Inventory Management report

$995

T/M

Bi-Annual

Quarterly

Technology Business Review Meeting

As Indicated

Annual

Bi-Annual

Quarterly

IT Budget Preparation

$1,995

T/M

Annual

Annual

Security Awareness Training Workshops

N/A

YES

YES

YES

Technology Adoption Session

N/A

T/M

Bi-Annual

Quarterly

SMTP Outbound Mail Service

As Required

YES⁽⁶⁾

YES

YES

Backup Testing (Human) ⁽¹⁾

N/A

T/M

Bi-Annual

Quarterly