Description
1. Scope of Services
This SLA covers proactive and reactive IT management for up to twenty (20) business workstations, including:
- System Monitoring & Maintenance
- 24/7 health monitoring of workstations.
- Regular OS and application updates.
- Performance optimization and patch management.
- Security Management
- Deployment and management of enterprise-grade antivirus.
- Firewall configuration and threat detection.
- Compliance checks for data protection standards.
- Network Support
- Wired and wireless network troubleshooting.
- VPN setup for secure remote access.
- Bandwidth optimization for business-critical apps.
- Backup & Disaster Recovery
- Scheduled onsite and cloud backups.
- Rapid restore solutions for business continuity.
- Application & Email Support
- Setup and troubleshooting for Microsoft 365, Outlook, and business apps.
- Email configuration and issue resolution.
- Helpdesk & Remote Support
- Unlimited remote support during business hours.
- Onsite visits billed separately if required.
- User Training
- Best practices for security and productivity.
- Guidance on hybrid work setups.
2. Service Availability
- Standard Support Hours: Monday–Friday, 9:00 AM–6:00 PM EST.
- Emergency Support: Available at premium rates outside standard hours.
3. Response Times
- Critical Issues: Response within 2 hours.
- High Priority: Response within 4 hours.
- Standard Requests: Response within 24 hours.
4. Pricing
- Managed Services for up to 20 Workstations: $2000 per month
- Onsite Visits: $75 per visit.
- Backup Restore: $100 per restore.
- Hardware (e.g., SSD drives): $100–$300+ depending on type and capacity.
5. Exclusions
- Issues caused by third-party email servers (e.g., Gmail/Outlook conflicts) unless explicitly contracted.
- Hardware replacement costs billed separately.
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